Thursday, August 30, 2007

Xbox 360: Day 22: Safe Returns

It took nearly a month, but my Xbox 360 returned home two days ago.

Actually, to say that my Xbox returned home wouldn't be entirely true. Because they're so backed up with repairs, Microsoft sent me someone else's refurbished system to speed up the process. Once my old system is repaired, it will no doubt be sent out to someone else sometime in the next few weeks.





I fired up the system and played a game to make sure it was working properly. All seems fine for the first day or two, but I can't say I'm overly optimistic about the long-term durability of this system now. (I almost bought a Nintendo Wii this morning...)


As a "gift" for the inconvenience of dealing with my Xbox being gone for a month, Microsoft included a free month to Xbox Live - a service I already subscribe to.


Overall, the process of getting my Xbox to the repair center and home again was less painful than I had expected, but the real test of quality and customer service will take hours and hours of playing games and watching movies on the system to make sure the new hardware is better than the old stuff. Fortunately, I'm up to the task!


Saturday, August 25, 2007

Xbox 360: Day 19 - Good News

After nearly 3 weeks without my Xbox 360, I finally received some good news on Thursday. I received an e-mail from MSFT that my system had been shipped and that I should expect it within 3-5 days.

As I write this, the system has arrived in Tucson, and I expect it will be delivered on Monday.

My concern as the system comes back is whether or not the "fix" is going to hold out for very long. I've heard horror stories of people who have had to send their systems back multiple times because the "fix" didn't help anything. Some people aren't even getting their own system back, they get a refurbished replacement instead.

When it comes on Monday, I'll post to let you know how it looks.

Tuesday, August 14, 2007

QuestionPro.com

For those who need to create on-line surveys using a simple tool, one should consider using QuestionPro.com and their services. They offer a free 30-day trial and a free 6-month license to students and a free 12-month license for universities.


One of the only "catches" with their services is that they require you to post a link to their site on a web site or blog site, which explains my decision to post about them here.


If you're interested in learning more about their products, try going to www.questionpro.com and clicking around to see what they have to offer.

Saturday, August 11, 2007

Xbox 360: Day 5: Ship to Repair Center

The box to ship my Xbox 360 to the repair center arrived yesterday from Microsoft. The box had some styrofoam padding, a plastic bag, and instructions for returning the console to the repair center in Texas. The instructions indicated that repairs could take 4-6 weeks...ouch!



The instructions were easy enough to follow, so I sealed up the console, placed it gently into the box, sealed it up, and drove down to the UPS Store to ship it off to Texas. When I walked into the store, I knew the problem with the flashing lights was bigger than even I had anticipated. Before I got to the counter carrying the box, the young lady working the register looked at me, looked at the box, and said, "Is that another Xbox 360?" Apparently, there have been a large number of consoles being shipped through this local store, and she mentioned that many of them appear to be "flashing red light" problems that occurred around one year after purchase.


If the local UPS store can pick out the repair box by sight, Microsoft has got a bigger problem on their hands than even the media is letting on. When I first saw the 4-6 week timeline for getting my Xbox back, I was disappointed. Now that I'm beginning to understand how big this problem is, I'm hoping to get it back before Christmas!

Thursday, August 9, 2007

Xbox 360: 3 days...Little Progress

It has now been 3 days since I submitted my on-line warranty registration for my Xbox 360 and the "ring of death" exhibited by the 3 flashing red lights around the power button.

So far, I have received an e-mail confirmation telling me that Microsoft is aware of my problem and that they are shipping me a box so I can send them my 360 at no charge.

Do you think it's a bad sign that Microsoft has placed a large "Console Repair" section on their http://www.xbox.com/ home page? If this is something they're having to place prominently on their home page, I suspect that it might take more than the estimated $1B to cover the number of repairs they must be making.

Perhaps in an effort to offset some of the negative press (and negative referrals from system owners) they're likely receiving, Microsoft has just lowered the cost of their system.

Time will tell how damaging this quality-control issue will be in the console wars now that Sony has reduced their prices and now that the Nintendo Wii is becoming increasingly available. Can Microsoft and the Xbox 360 retain the lead they built up by releasing early, or will these console repairs knock them back to the pack? I know MSFT and Bungie are counting on Halo 3 to carry the show in the fall, but nobody will be playing with Master Chief if their 360s are sitting in a repair warehouse somewhere.

Monday, August 6, 2007

Xbox 360: The 3 Flashing Lights

Like many Xbox 360 owners who purchased their systems just over a year ago, I was saddened - though not terribly surprised - to see my next-generation gaming system go the way of thousands of others when the three red flashing lights appeared this past weekend.


What do the three flashing red lights mean? I'm sure there's some technical code embedded in the sequence of the lights, but the flashing lights simply mean "game over" for those of us who have spent upwards of $1,000 on the system, hard drive, wireless controllers, games, other accessories, and an Xbox Live subscription to play on-line. When the 3 red lights flash around the power button on your 360, the system won't boot up, and the only real option is to call up Microsoft and ask them to repair your system.

I mentioned above that I wasn't terribly surprised to see the problem. Did I treat my system poorly and expect something tragic to happen as a result of my neglect? NO! Quite the contrary. To my wife's chagrin, I might be accused of treating my Xbox 360 more carefully than I do a newborn child. The reason I wasn't surprised to see the problem is because it has become shockingly common for 360s to display the "ring of death" after one year of use. The problem has become so pervasive that Microsoft (NSDQ Ticker: MSFT) has had to extend the warranty for this particular problem from 90 days to 1 year to the current 3-year warranty coverage - all because of the seeming ubiquity of this problem.

I completed the on-line application for service on my 360 this morning, and I am currently waiting to hear back from Microsoft regarding the process for shipping my system to them for repairs. What was once a 10-day turnaround may now be expected to last more than 4 weeks due to the dramatic increase in the number of claims that arose when Microsoft extended the warranty coverage to three years instead of one - a telling indicator that many of the issues appear just after one year of use.

As I ship off my system and wait for its return, not only will I miss out on the fun of playing games, but I miss out on time and money because of my pre-paid Xbox Live subscription. We shall see if Microsoft makes some attempt to compensate me for my loss.

I will continue to chronicle this situation on my blog and share my experiences with Microsoft and their customer service department. Here's to hoping that a multi-billion dollar corporation with more technical knowledge and talented employees can fix this problem in an effective and efficient manner.

To read more about this problem, visit the following links:
Microsoft.com: Description of Problem
CNET.com: Xbox 360 Gamers Get the Shaft
TeamXbox.com: The Red Ring of Death

Saturday, August 4, 2007

Barry Bonds...

As Barry Bonds approaches Hank Aaron's all-time home run record of 755 home runs, the world of baseball seems divided regarding how this accomplishment should be recognized, if at all. Many people outside of San Francisco feel that his record should be ignored or have an asterisk next to it to indicate that this feat took place in the "steroids era" of baseball. Though I strongly believe steroids should be banned from professional sports and young kids should be taught to avoid them, I'm not as tough on Barry as others seem to be. For the sake of fairness, let me make some arguments as to why his eventual passing of Hammerin' Hank should be celebrated, not shunned:


For those who are focusing on the amazing offensive numbers he has been posting since 1999, I remind you that Barry had 446 home runs before that season - no small feat for any player in a full career. He also had a .408 on-base percentage prior to that season, which is phenomenal.. (His OBP has increased to .444 as pitchers would rather walk him than risk being his next victim.) He had already joined the 40-40 club (40 home runs & 40 stolen bases in the same season) in 1996 - a club that has only 3 members in the history of baseball.


Before 1999, Barry Bonds had already driven in 1216 runs, had walked 1357 times, had scored 1364 runs, had stolen 445 bases, and had nearly 2,000 hits. He had also won 4 gold gloves, 2 NL MVPs, and the ESPN Male Athlete of the Year (1994) award. Remember - all of this occurred before his "anomaly year" of 1999. In the mind of most baseball analysts, Barry was a lock for the Hall of Fame before there were any serious allegations of steroids or other performance-enhancing drugs in baseball.


There are those who argue that his body's growth and added weight are sure signs of steroid use. One might counter by pointing out that we've been watching Barry on TV for the past 22 years. Who doesn't gain 20 pounds between the ages of 21 and 43? Those of us who sit in cubicles pack on the pounds around the waist, but someone like Barry who spends his life in a gym and who has a personal chef, nutritionist, and weight trainer might be more efficient with his weight gain.


Those who argue that Barry's record will be tainted by steroids should also be clamoring that Jose Canseco's AL MVP and Ken Caminiti's NL MVP awards should be stripped from the record books. Why do we not see asterisk signs and syringes - or better yet, cork - being thrown onto the field whenever the Rangers and Sammy Sosa come to town? Also, how much should we water down Babe Ruth's career home run total for balls that bounced over the fence? (For part of Ruth's career, balls that bounced over the fence were counted as home runs.) The truth is that every era had its own unique traits, and Barry Bonds has dominated through 3 decades of baseball. Regardless of which era you put him in, he is one of the all-time greatest.


How can you quantify the effect of alleged steroid use on Barry? Would the balls that land in McCovey Cove in San Francisco be bouncing off the sidewalk instead of bobbing in the water? Would upper-deck blasts have landed in the lower decks without the help of steroids? Perhaps you feel the steroids help keep the athlete fit and energized, but what about the negative effects of added weight and muscle mass on his joints and bones (not to mention the many other negative side effects)? Do steroids have the ability to help the man improve his hand-eye coordination and mental focus to the point where he can see pitchers intentionally throwing outside of the strike zone all night and to have the patience to wait for one he can crush - and then help him to actually crush it when that single errant throw enters the strike zone?


Perhaps you feel like his distaste for the media and his cantankerous attitude with fans and teammates should be reason for not recognizing his accomplishments. If that were the case, we would also have to ignore the likes of Ty Cobb, Mickey Mantle, and a bunch of other "legends" who were notoriously disagreeable with the media, fans, and teammates and who were involved with alcohol problems or illegal drugs off the field.


If you simply look at the number of home runs he has been hitting over the past 10 years as proof of something artificial, consider that the entire league's offensive numbers are exploding over that same time period, so to see Barry Bonds jump by some percentage in his offensive production is not far out-of-line with the average increase in offensive production across the league.


If you want to really consider how amazing Barry Bonds is, consider this: Barry will tie and pass Hank Aaron in 300+ fewer games and 2500+ fewer at bats than the Hammer took to get to 755. That's the equivalent of nearly 4 full seasons of extra at bats that Hank Aaron used to get to this point. If Bonds had 4 extra seasons to swing away (and if pitchers would dare throw him a strike), we might be talking about 955 instead of 755!


Those who have admired and watched Barry Bonds and the way he plays the game of baseball (notice I didn't say his personality) are not terribly surprised by the milestones he's currently achieving. Though I do not like his personality and his demeanor off the field, Barry has always been the consummate professional on the field (imagine how you would react to getting ridiculed, mocked, and walked as much as he does on a daily basis) and has provided more than 20 years of spectacular and exciting baseball for fans to observe.


I have trouble embracing Barry Bonds and what he has unwillingly come to represent, but it's sad to me that Barry's excellence and incredible God-given talents are being overlooked because shadows of doubt that have fallen on the entire league have found a way to linger longer on the greatest offensive player of all-time.