Our XBox 360 console failed under warranty. The failure included the drive freezing which resulted in our copy of The Orange Box being stuck in the drive. A call to Microsoft resulted in them shipping us a prepaid box to return the console for repair and instructions to include a note about the game in the shipping container. All instructions were followed and after about a month, a repaired console was returned. It was not our original console as we had marked the original and we got back a different one. The game was not returned.
We called the 800 469-9269 number and were first told they would have to check with the repair center but to expect our game within one to two weeks. A follow up call informed us that the repair center "had no record of the game and therefore there was nothing that could be done". Basically someone at the repair center either trashed the old console and game or tossed the documentation out but Microsoft is absolutely wanting to wash their hands of the issue. Considering the high repair rate of the consoles, this must mean thousands of game disks are being not returned to customers. I guess this is one way to boost sales but to my mind it is just plain old theft, perhaps on a grand scale.
I would gladly join in action that would result in Microsoft taking responsibility for their employee's actions and treating their customers fairly.
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