Microsoft's Red Ring warranty conference call transcribed Options

[Xbox-Scene]

Microsoft's Red Ring warranty conference call transcribed Posted by XanTium | July 6 23:08 EST | News Category: Xbox360

From joystiq.com: [QUOTE] Following yesterday's announcement that Microsoft would be expanding their warranty program to cover the Red Ring of Death issue for up to three years from the purchase date -- at a cost of $1.05 to $1.15 billion -- we tuned into their conference call with Robbie Bach, President of Entertainment & Devices Division, and other Microsoft executives. * David Hilal (Friedman Billings Ramsey): A question on how many units have been affected out of the 11.6 million and is there a problem that's completely behind it? * Robbie Bach: Yeah, so we're not going to discuss, nor have we historically discussed, return rates or specific numbers of units. Suffice it to say that with a billion dollar charge and the focus we're putting on this that it's a meaningful number. It's one that we take very seriously and one that clearly has our attention. In terms of going forward, we do feel like we understand the issues and have made the changes needed to dramatically reduce this problem going forward and that we think we have our hands around it at the engineering level, which is the important thing for us clearly to do. And in fact, as Chris inferred, if you look at our fiscal year '08 expectations those are on track with what we said in the past and that's because we feel comfortable with where we are on the engineering side. * Alan Cook (Merrill Lynch): This product's been out for a little over 18 months. Can you tell us when the problem became apparent? Is it something that's just cropped up over the past few months? Or has it been around for the full 18 months? * Robbie Bach: Well, for a little over the first year, this problem - this set of issues - wasn't visible at all. It's the type of problem that doesn't happen because you turn on the 360. Sometimes you have hardware problems the first time you turn something on and you have a problem right away. These aren't those types of problems. So for the first year-plus it was something that wasn't, frankly, really on our radar screen. But in the last couple of months, we started to see significant increases in repair requests, significant call volume, and significant attention from people. And so we geared up to respond to that appropriately. It is one of those challenges in terms of figuring how you can test for things that happen a year to 18 months into the life cycle of a product; it's the type of testing that we do today and we're gonna do obviously more of that going forward. * Charlie Debona (Sanford Bernstein): I was wondering if you could comment on whether this was a design issue or an assembly issue. And to the extent it's an assembly issue, do you have any recourse to your manufacturers? * Robbie Bach: You should think of this as an issue that's Microsoft's responsibility. The partners who have done assembly and component work for us have done good work; we're very proud of working with them; we're going to continue to work with them. So you should think of it as a Microsoft design issue. Again, since it's multiple things, I hate to even point at design. To get at the heart of your question, it's really our responsibility, not anybody else's. * Charlie: And so is this something that you've now been able to engineer? * Robbie: Yes. [/QUOTE] Full Story: joystiq.com

[Boydster]

I'm starting to respect Microsoft more every day now.

[BoNg420]

To sum things up in one sentence.
Yes I am gonna dodge your questions with some bullshit and the only reason we are doing it is to avoid media attention and other complications and possible lawsuits.

[Boydster]

^ Still at least they're finally living up to their faults.

[m00nstone]

As a Network Engineer, and having alot of experience with network and computer hardware over the last 15 years, I find their admissions alarming. I've seen alot of major problems due to faulty components. Never have I witnessed a company admit or even allude to the fact that there is an overall design problem. And more specifically admit that they have a complex problem that they cannot fully recover from.

"changes needed to dramatically reduce this problem going forward.." is a deadly statement to make.

Have no allusions; Microsoft is not doing the right thing out of the goodness of their hearts. This debacle has blown out of control. Doubt it? Take careful notice that they are admitting all of the following:

1) The problem is not isolated to one particular component failing. Wouldn't that be nice.
2) They are not confident they can eliminate the problem over time. Only reduce it over time. OUCH!
3) The overall design was flawed. "Again, since it's multiple things, I hate to even point at design." They hate to point at design. Why? Because they have to. Multiple problems points to a design issue. Plain and simple; Systems Analysis 101.

[mlapaglia]

well, at least they are not passing the buck onto the manufacturers..

[BoNg420]

^ Still at least they're finally living up to their faults.

yes they are but they are most likely only doing it because they want to keep some of the recent stories popping up about failure rates and disc scratching and such problems on the low.

[Textbook]

* Alan Cook (Merrill Lynch): This product's been out for a little over 18 months. Can you tell us when the problem became apparent? Is it something that's just cropped up over the past few months? Or has it been around for the full 18 months?
* Robbie Bach: Well, for a little over the first year, this problem - this set of issues - wasn't visible at all. It's the type of problem that doesn't happen because you turn on the 360. Sometimes you have hardware problems the first time you turn something on and you have a problem right away. These aren't those types of problems. So for the first year-plus it was something that wasn't, frankly, really on our radar screen.

Lies!

http://www.xbox-scene.com/xbox1data/sep/EE...kyEHasmrPqu.php

Notice the date of the Xbox-Scene article - November 23, 2005. 1 DAY AFTER LAUNCH!

All the links and evidence you need are in Xbox-Scene's news post. The biggest being the TeamXbox forum thread where the reports were immediate and nonstop.

Also, here is Microsoft's response just a day later:

http://www.xbox-scene.com/xbox1data/sep/EE...ZlFXFJqFfxY.php

Isolated problems ? Haha, don't you wish now that was true.

Admitting it was a design problem was a step in the right direction in the honesty department, but then saying you didn't know about it or it didn't start happening until 18 months after launch is a load of bull.

[Heet]

Ya, ive pretty much decided to use my system until it craps out, and then? No more xbox. I really could care less now if this thing is ever hacked. It is a defect. Not one of them, ALL OF THEM. Elites too.


They've addressed the issue, not fixed it. The guy skates around this but even he can't keep a strait face.


Reduced?!?!?!?


That pretty much means the problem CANT be FIXED.


I hate to think I have to go buy a PS3 for HD gaming but.......damn.



I am so pissed off.


F#$% M$. Im done with you. Games over, Sony won.



And moonstone. YOUR 100% RIGHT.


Back to my working xboxes and XBMC. F@%$ the 360. Im about ready to drop kick this thing into my swimming pool. If I seriously do it i'll post it on youtube and you will see a link here.




This post has been edited by Heet: Jul 7 2007, 05:10 AM

[dvsone]

Funny you decide to pull out now when they have addressed the problem. 3 years warranty and a second heat sink on repair. I'm positive that the new repair process (second heatsink) will mean once it's fixed it's fixed. The X-S hardware community have already identified the primary fault of the 360 design is the GPU x-clamps and heatsink. I don't understand why someone wouldn't give them a chance after this announcement. Fell free to educate me.

This post has been edited by dvsone: Jul 7 2007, 05:47 AM

[Heet]

Sir, they have fixed exactly DICK. They have remedied the problem so that it will REDUCE failure. Not fixed it.



The second sink will address nothing, other than reducing (minimally) the ambient temp of the console and GPU.

It wont address the fact that there are millions upon millions of jacked up dvd drives. MS 28 being the worst.

It wont address the plexiglass mobo that pops off components when ambient temp goes over 140F.

Yes they can fix later consoles, of course they can, but every 360 out in the wild right now has the defect.

They knew about this well in advance of 2 years and they did nothing then. Textbook illustrated that fact beautifully.

I could go on and on (dpads, bla, bla, bla), basically what im saying is that I will wear out the one I have now, and then try the next gens hardware.


Im not pro 360 or pro M$ at this point. Thats what im saying.



If anyone says "hey Heet, what do you think about xbox 360's?" Im going to say that "it is garbage and that M$ gave its customers the shaft in so many ways I can't count" From day one mind you. They have KNOWN about this since Nov 05. You dont think they did R&D? I mean its obvious they didnt before they launched it.


I knew something was up when they started sending out so many refurbs. Should have seen it coming.


*and no im not relieved that they extended the warrenty to 3 years. THEY HAD TO. They didnt do it because they're a bunch of nice guys, same reason they sent you a refurb to replace your "NEW" unit.


*challenge my deductions if you want, im not posting for a while, im too pissed and im going to start making mistakes in what i write.

This post has been edited by Heet: Jul 7 2007, 05:58 AM

[DMAddict]

After ready this article I've got one recommendation for M$. Sit your asses in tub of water cos your pants are on fire. . . liar liars.

[FCTE]

Isolated problems ? Haha, don't you wish now that was true.

It was isolated............to the 360.

[dvsone]

I understand what your saying, and I disappointed that people are having problems. I'm still enjoying my experience with my console and the xbox community. Also, forgive me for being disappointed to see a senior member of our community giving up on it's core product. I understand where your coming from and yes your right the issue should been addressed a lot earlier and more effectively so less people were affected and inconvenience.

This post has been edited by dvsone: Jul 7 2007, 06:03 AM

[epsilon72]

Wow.

It's....sort of strange for MS to be admitting something like this....but it means bad news for the 360....

I certainly won't be buying one any time in the near future - at least until they stop REDUCING the problem in favor of FIXING the problem.