During the recent LIVE dashboard update, our 360 stopped in the middle of loading which stopped the 360 from working at all; no games, no anything. I contacted the 1-800-4MY-XBOX telephone number where I was greeting my a gentleman named Ariel. I was told by him that the only way to fix the problem was for me to download the update to my PC, then burn it to CDs, and then insert them into my 360. He said the problem was because the update was proving to be “full of holes and glitches” and the servers were “constantly crashing”. I informed him that I was not a BETA tester so the glitches and servers were not really my problem and that I was not interested in wasting my materials (CDs) to fix their problems. I was told that I would receive adequate compensation for the CDs after I burned them and finished the download. I was given a ticket number and asked to give that when calling back for the compensation. After doing the work and using the materials, I returned the phone call and gave my ticket number. Then a supervisor explained to me that he would not compensate for the CDs, even though to continue to use a service or hardware that I have paid for the update was required.
As an adult customer that has spent several thousands of dollars on their products, this kind of service is completely unacceptable. Especially since many of the digital items I have purchased are no longer working since the update. This will be the very last Microsoft gaming platform I allow in my house and I would warn other consumers against purchasing their products due to sub-par service and poorly tested updates.
I am remedying the “compensation” for the time and materials by sending the CDs and bill for labor, materials, and shipping and handling to Microsoft since the expenses were approved by a Microsoft representative.