When it was launched in 2005, Microsoft boss Bill Gates called it the Ferrari of games consoles. Since then Microsoft has sold 28 million Xbox 360 consoles worldwide, but the console hasn’t always had a smooth ride.
In 2007, Watchdog reported on a problem which seemed to plague thousands of Xbox 360 owners – the infamous ‘Red Ring of Death’ – whereby a console would be rendered unable to function.
We thought that this was the only issue that Xbox 360 owners were encountering, but it appears we were wrong. We’ve had complaints from many of our viewers telling us there’s another serious problem with the Xbox 360s, one that doesn’t affect the console but could destroy the games you’ve paid a hefty wad of cash for.
What’s worse, many of you have told us that Microsoft won’t accept responsibility and in fact say it’s your fault, not theirs.
Michael Mowatt, 13, is a devoted fan of the Xbox 360. His mum, Rachel, bought him the console to play when the weather was bad; but in order to buy his games, Michael has to save his pocket money.
Michael’s neighbour keeps several racing pigeons in a coup in his garden and, in order to earn his pocket money for his games, Michael visits three times a week to clean out the pigeons – poo and all.
It took Michael two months to save enough money for two games and he was excited to get started on them straight away. But after just a couple of weeks of playing his new games discs, Michael heard a strange grinding noise coming from the Xbox 360.
Large scratch around the disc
The action on screen came to a halt and when the disc was examined there was a large circular scratch around the disc. Rachel thought that Michael had perhaps done something to it and told him off for misusing the console.
A few days later the very same thing happened to another of Michael’s discs. This time Rachel knew something was wrong. Rachel called Microsoft who refused to cover the costs of replacing the games. The Xbox 360 was still in warranty so Microsoft did take the console away to be looked at, but it still refused to acknowledge responsibility and said it was Michael’s fault the discs had ended up scratched. It said that he must have moved the console while playing. Michael resents this claim as he worked so hard to save for the games and is confident he hadn’t touched the console at all while it was loading.
Microsoft blamed the family
Michael’s Xbox 360 isn’t the only case where the family have been blamed. The Monaghans are a family of seven – mum, dad and five daughters. Dad, Robert, wanted an activity the whole family could enjoy and so he decided to buy an Xbox 360 along with the game Rock Band.
The family enjoyed playing together, until only a few weeks later when the music came to a sudden stop. The console was displaying a disc read error and, when inspected, they found a large circular scratch along the surface of the disc. Robert wasn’t pleased and thought the girls had done something wrong, so he put the Xbox away as a punishment.
When the Monaghan’s eldest daughter, Alana, turned 11 they decided to buy a new game and put the family band back together. This time they bought Guitar Hero: World Tour but after only an hour and half of play they discovered the disc had been scratched and ruined again. This time Robert knew it wasn’t his daughters and he called Microsoft.
Again Microsoft denied responsibility, telling the family it was their fault and that they’d not be replacing the games. The family were furious and adamant that the console had not been touched while the game was playing. The Xbox was taken away to be looked at and the Monaghan’s were left without their console.
Complaints also extend outside the UK
This problem isn’t restricted to the UK either. The EU’s Consumer Commissioner has written to Microsoft twice, asking why she’s receiving so many complaints about the Xbox 360. Further still, in the United States, lawyers are organising a class action against the company.
The law firm believes that Microsoft’s stance, that Xbox 360 owners are cavalierly throwing their consoles around the room, doesn’t make sense. It has spoken to a number of people who have insisted they didn’t move the console at all.
We decided to set up an experiment with two Xboxes, a brand new console and one that we knew had already caused a scratch. We placed them both on level, stable surfaces. We arranged vases of water to indicate any movements, sealed off a secure space and inserted brand new games. Watchdog researchers then played solidly for six hours a day for three days, with neither Xbox being moved once.
After three days, the team hadn’t had a single scratch. The conditions, however, weren’t exactly what you’d find in an average teenager’s bedroom, so we decided to take the test a little further and this time the result was quite different.
Boxes subjected to simulated vibrations
We sent the same Xbox 360s to a lab in Hampshire, where special testing equipment replicated the vibrations you’d find in a typical home. The first test simulated walking and caused the consoles no problem at all. Then the boxes were subjected to shock vibration testing, which simulated vibrations equivalent to that of someone putting a book down on the table near the Xbox. The newer console passed with flying colours; however, the older console caused a scratch similar to those experienced by the previous owner.
Our testers told us that the console had failed “very, very quickly” and that these are the kinds of vibrations you’d expect any household to have – particularly when playing games like Rock Band and Guitar Hero that encourage you to get physically involved.
Microsoft unwilling to admit there’s a problem
The US lawyers have had similar test results to Watchdog’s and they’re likely to be a key part of their case against Microsoft. In the meantime, it seems Microsoft is unwilling to admit there’s any such problem with the consoles.
When we contacted Microsoft it said the following: “Microsoft works hard to make certain that consumers in the United Kingdom clearly understand the quality and value which Microsoft provides including Xbox 360. We’re committed to building consumer confidence by listening to our Xbox community and stand behind our products and services. The vast majority of Xbox 360 customers enjoy an excellent gaming and entertainment experience right out of the box.
“Microsoft reaffirms its longstanding position that it’s not been able to ascertain any defect in the Xbox 360 console that causes concentric gouges (that is, ’scratching’) on discs when a console is in a stationary position. Indeed, despite extensive testing and examination under static operating conditions, Microsoft has never been able to reproduce the concentric gouge that causes disc readability problems or find any such defect in consoles returned by consumers for examination. It’s only with the movement of a console that such ‘disc scratching’ may occur. Consequently, Microsoft provides notices on the Xbox 360 console itself, in the user manual, and on its website – warning consumers not to move the console with a disc in it while in use.
“A very small fraction of our customers have contacted us about disc scratching. For those customers, Microsoft offers online support tools and call-in centre support and we encourage consumers to contact us online at:
xbox.com or by telephone on 0800 587 1102.
“Customers can send their consoles to Microsoft for further examination and repair, if required.
“Microsoft is committed to fully support its customers and honour its warranty obligations, but simply cannot replicate the disc scratching problem that’s been alleged with the console in a stationary position.”
Xbox update
After this report went out, we got a tip off about a solution that removes the scratches.
Find out how you could save yourself the £40 for a replacement game.
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