Not too long ago, I reported on my “Red Circle of Death” affliction.  No, that isn’t a euphemism for a very personal and painful disease (what Thai sex trade?), but instead a cancer of the Microsoft Xbox 360 console.  About two weeks ago mine froze, and after a few attempted revivals that failed to stabilize the patient, my 360 flat-lined altogether.  You know it’s over when the power button – the 360’s glowing green circle – flashes three miserable shades of crimson.  Although the experience was hardly an enjoyable one, I recently received my Xbox 360 back from Microsoft, and I must admit I’m (generally) impressed with the company.

The problem first arose when trying to boot up some NHL 07 on Tuesday, October 24.  As mentioned, the console began halting moments after the power was switched on, freezing before the tiny Xbox 360 logo could spin its way into the middle of my television screen.  Shortly after, the three red lights made their unwelcome appearance.

The next day, I took the unit to the closest Future Shop, one of Canada’s prominent “big box” electronics stores.  That’s where I bought the unit on launch day, and that’s where my retail 3-year $89.99 warranty wanted me to go.  After about an hour of haggling with customer service and the store manager, I was told the unit must be sent away (and could not be replaced on-the-spot).  That could take up to two months.

Quite frankly, I wasn’t sure Future Shop’s technicians were overly familiar with the Xbox 360 console.  In addition, I had recently heard (and blogged) about Microsoft’s new policy in repairing faulty launch units for free.  Thus, despite my costly warranty through Future Shop, I took the unit home and called MS.

Microsoft customer service has its ups and downs.  Here are some highlights (and lowlights) of my adventure with MS support:

• Microsoft support rocks!
  • The “agents” I spoke to were generally fluent in the English language
  • The second “agent” I spoke with was very friendly and processed my repair
  • The one guy called me “sir”. 

• Microsoft support sucks rocks!
  • Hours don’t begin until 6am PST, or 9am EST.  Not good for the morning person, like yours truly
  • First “agent” I spoke with basically wanted me to repair the thing myself.  He took me through about twenty unnecessary steps checking the console.  This is a major technical issue with the 360, so process me, dammit!
  • Was left on hold by second “agent” for about fifteen minutes.  That’s far too long, and what’s more, the automated hold blasts your ears with constant commercials.

Once my ordeal with phone support had reached its end, I was sent a cardboard box.  That arrived at Purolator shipping on Monday, October 30.  The very same day I packaged the system and sent it back to Microsoft, a bit worried that an unpadded cardboard box was carrying my $400 Xbox 360.

A few days went by.  An entire week went by.  The next weekend I drove home to celebrate my birthday with Borat and friends.  When I came back on Sunday, I was greeted with a voicemail message announcing that my 360 had arrived at Purolator, and what’s more, had been there since Thursday, November 2 (the exact day of my birthday)!

Almost in disbelief (let’s face it, three days is an awfully quick repair), I visited Purolator on Monday, November 6.  The girl behind the counter handed me another cardboard box, and still puzzled, I began my trek home.  Driving, I asked myself, “how could this be?  Did they send it back?  Three days!?” 

Unwrapping the unit in my apartment, I found out why the transaction was so fast.  In small letters, the MFR – or manufacture – date had changed from October of 2005 to April of 2006.  Microsoft had sent me a whole new Xbox 360, free of charge, free of shipping.

In recent days, the replacement system has performed remarkably well.  It refuses to struggle or make any noise while churning out images for NHL 07, Doom, or even the newly released Gears of War.

Clearly, I’m not impressed that my console – or any of the launch 360s – broke down the way it did.  The problem signifies that Microsoft was guilty of some severe oversight in its initial testing and manufacturing of the units, and these are the kind of issues that should be foreseen.  With that said, it’s a piece of technology, and let’s face it, there are many PC repairmen making a very good living off Half Life fans.

So, a happy ending.  I congratulate Microsoft on rectifying a problem situation quickly (even when they didn’t know this customer had the power to publish his experiences).

Future Shop?  That’s a different story…