Originally posted by emails:

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Hello Michael,

This is June, with Microsoft XBOX Support services.

If I understood correctly, you are not satisfied with the service provided by one or more of our representative.

We can comprehend your disappointments when your issue is not handled as it should be.

We appreciate you have taken time to report this incident concerning our customer service. However, it is not upon in our discretion to assess your case over this method. What we can assure you are that any untoward behavior is indeed unacceptable and Microsoft do not tolerate such manner.

Much to my regret, any repair, replacement, billing disputes and customer service complaints that requires access to your account not to mention verification of information cannot be handled by Xbox Email Support. And if I may add, Michael, Customer Support is generally dependent on the information that is on the system and the level of access that we have on the said information. There are instances when a resolution, no matter how simple it may seem, is not immediately feasible and implementable. This is the reason why options for customers to post their comments and suggestions are provided generally by any institution - for the company to have a kind of "reality check" on what their clientele need. In this case, our website is the proper way to air your views and comments.

Please feel free to post your comments by going to our website and clicking on "Feedback" at the bottom part of the page. We would be grateful to hear feedbacks from you as they would help us better our service to prevent the inconvenience that you have experienced from happening to other customers.

Again, we send you our sincere apology for any inconvenience. We appreciate your understanding.

If should you still feel the need to reply to this e-mail, please reply 'with history' (include any previous e-mail) or reference to Service Request Number 1147690124 so we can keep track of the chain of communication.

Thank you for visiting Xbox.com. If you should have future questions on Xbox products or services, please be sure to revisit our Web site as we are continually adding information to enhance our service.

Kind Regards,

June

Microsoft XBOX Support Services

http://support.microsoft.com/

----- Original Message -----

From: xxxxxx
To: xxxxxxxxxxxxxxxxxxx
Subject: SRX1147690124ID - SRX1147690124ID


I am very unhappy that you are implying I have scratched these disks myself, you don't accept any responsibility at all for this? I replicated this issue myself by playing a DVD a good few times and confirmed that the circular scratches appeared exactly as I stated in my service message.

I have had Xboxes for 5 years and never had this problem before (even when it was a known issue when the Xboxes were first released) . You yourselves have fixed the problem as the xbox is no longer doing this.

This is totally unacceptable service, I was hung up on twice, 2 failed callback from supposed managers and then an email saying I wasn't in when they called (When I was) and constant trying to blame me for the issue when in the end you fixed the problem!

I send the message stating you fixed it and you send a stock response back for scratching disks? Absolutely ridiculous. I am a trainer for a major ISP in the UK and can tell you that the way this has been dealt with is so unprofessional.

As mentioned in my initial reply, I have already spoken to Activision who have charged me £24 for disk replacements, you response with advising me to contact the publisher which I already have done is ridiculous. You obviously didn't even read my email.

I have stuck with Xbox's for 5 years but this whole scenario is pushing me over the edge, I am a very active member of the xbox community on 3rd party websites and will not hesitate to post details of the whole issue. For years I have been a Xbox Fanboy, but now I am seriously thinking of going down the Sony route.

A simple apology is no longer enough to solve this issue, I have spoke to about 6 of your agents and only one was good enough to actually offer support. If your calls are recorded I highly recommend you have your quality team (if you have one) listen to them.

You state that you have applied a months free Live service, but We havent had the xbox for 3 weeks, so it really equates to only one week. Not very good service at all!

Mike

----- Original Message -----
From: Xbox Customer Support
To: xxxxxxxxxxxxxxxxxxx
Sent: Wednesday, January 26, 2011 7:32 AM
Subject: SRX1147690124ID - SRX1147690124ID


Hello Michael,

Thank you for contacting Microsoft online support for XBOX. I am Kody and I will be assisting you today with this issue.

As I understand it, you have observed some marks or scratches on your game discs and that the console was just received from repairs due to this problem.

You are also concerned if you can get a free 1 month membership to Xbox Live and or an extension as your son have not fully utilized its use prior to the repairs.

I know how frustrating the issue might have been for you and let me try my best to help you resolve the problem.

All Xbox 360 console repairs will have a free one-month Xbox LIVE subscription card in the return packaging. This card is stackable and can be used in the following ways:

. To extend an existing Xbox 360 LIVE Gold subscription or trial account by 30 days.

. To add 30 days to a lapsed Xbox 360 LIVE Gold subscription. (Convert a Free subscription to a Gold subscription again for 30 days.)

Please check your console's return box for the complimentary 30 days gold membership.

To prevent a disc from being scratched, always remove the disc from the console before moving the console. Do not move the console during game play, while watching a DVD, or any time when a disc is spinning.

There are two basic types of scratches:

1. Concentric (circular) scratches: Rounded scratches that follow the curvature of the disc.

2. Non-concentric scratches: Scratches that do not follow the curvature of the disc.

Concentric disc scratches only occur if the console is moved while the disc is spinning. For this reason, we provide notices on the Xbox 360 console, in the user manual, and on our website warning people not to move the console when a disc is in use. Additionally, we have tested other consoles returned to us by customers who have reported concentric disc scratches, and have not found any console defects that might cause those scratches.

Non-concentric scratches are caused by mishandling discs.

These types of scratches are caused by mishandling discs. Deep scratches caused by mishandling a disc are very damaging and can make a disc unplayable.

The two types of disc scratches is not in any way created deliberately by your Xbox 360's disc drive and repairing your console is not an option, as it will not solve concentric and non-concentric disc scratch issues.

Here are some tips for reducing non-concentric disc scratches:

. Store discs upright in cases when they are not in use.
. Do not stack discs when they are not in cases.
. Do not leave discs lying flat when they are not in cases. Flat surfaces can retain dust and dirt, which can cause scratches.
. Keep discs away from heat sources to avoid warping the discs.
If a game disc is scratched, try the following solutions:

Solution 1: Clean the disc

Take a close look at the bottom side of the disc (the side without a label or image). Excessive smudges can appear as scratches and can prevent the console from reading the disc.

1. Hold the disc by the edges without touching the top or bottom surfaces.

2. Using a soft, clean, slightly damp cloth, lightly wipe from the center of the disc outward.

Note: Do not use any solution other than water to clean the disc.

3. Once the disc is clean, load the disc into the console and see if the disc plays.

If the disc still does not play, try the next solution.

Solution 2: Install the game to the hard drive

If there is space on the Xbox 360 console's hard drive and install the game to the hard drive and then try playing the game from the hard drive instead of from the disc.

For information on how to do this, please see:

http://support.microsoft.com/kb/960173 Install, play, or delete a game on your Xbox 360 hard drive

If you cannot install the game to the hard drive, try the next solution.

Solution 3: Have the disc buffed

There are third-party vendors that can buff light scratches from a disc. You can check a local game retailer to see if this service is available.

Please take note that Microsoft does not endorse, warrant, or guarantee any of these services. Use them at your own risk.

Solution 4: Get a replacement disc

If the game disc was recently purchased and is defective (if it has never played correctly on the console).

I suggest contacting the retailer where you purchased the game and see if the game is in warranty.

If the scratched disc is a Microsoft published game, please contact the game manufacturer to request a replacement disc (if a replacement disc is available there will likely be a charge).

For instructions, please go to http://www.xbox.com/en-US/support/systemuse/xbox360/gameplay/discreplacement-program.htm and print the Microsoft Game Disc Replacement Order Program, complete the instructions and mail the form, together with the discs that you would like to be replaced.

To view the full terms and conditions, visit the following Web site:

http://www.xbox.com/en-US/support/systemuse/xbox360/gameplay/discreplacement-termsandconditions.htm

If the game was not published by Microsoft, please contact the game publisher for possible disc replacement policies.

Thank you so much for your time and inquiry.

If you need to reply to this e-mail, please reply 'with history' (include any previous e-mail) or reference to Service Request Number 1147690124 so we can expedite our service to you.

Thank you for visiting Xbox.com. We hope that we were able to assist you, and that your experience with our customer service was positive - something we constantly strive to improve. If you should have future questions on Xbox products or services, please be sure to revisit our Web site as we are continually adding information to enhance our service.

Best Regards,

Kody

Microsoft XBOX Support Services

http://support.microsoft.com

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Originally posted by bhetrick:

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Their warranty states that it covers the unit itself, but nothing else (ie discs).

As for the scratches, what about going down to your local movie/game rental business. They all have machines to buff discs and just about all of them will do it for a couple of bucks.

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Originally posted by miketrev:

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Originally posted by bhetrick:

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Their warranty states that it covers the unit itself, but nothing else (ie discs).

As for the scratches, what about going down to your local movie/game rental business. They all have machines to buff discs and just about all of them will do it for a couple of bucks.

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I don't think buffing will help to be honest, they are quite deep scratchs. Ill give it a shot anyway., Thanks

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