Xbox 360 Scratching Disks?

[MFootball]

I'm sure it's been said before...

But, I called customer service for Microsoft about 2 weeks ago as I was having problems with my 360. I informed him of the problem (red lights in my ring of light, and a screen that told me to contact customer service) and said that I had already unplugged my system.

He then told me to plug in my system and start it back up. I did so, and it actually worked for a few minutes this time. However, as my system was running, the customer service rep told me that he needed the serial number off of the back of my system. Now, I should've realized that I needed to shut the system down in order to move it, but I figured since he had asked (and KNEW it was running still) that just sliding it enough to see the serial # wouldn't be a problem.

I did so, and the next thing I hear is this grinding noise... obviously I immediately shut down the system at that point. Upon getting my game out later (a copy of Madden 06) I discovered a perfectly circular scrape all the way around the disk.

I wasn't able to test it until I got my 360 back from Microsoft this week, and unfortunately my disk now says "unable to read disk" once you get past the main menu.

Before anyone jumps on my back and calls me an idiot... I do realize this was my own mistake. But, since it's such a minor thing (I mean I literally moved the 360 about an inch when it did this) why hasn't Microsoft done something to remedy the problem?

[SoMiss2000]

Re: Xbox 360 Scratching Disks?

yep, has been documented, you should move the console while the disk is spinning.

[Rodster]

Re: Xbox 360 Scratching Disks?

Too bad for that service rep cause they now owe him a new game. I was in customer support a few years ago. In CS you follow things by the book. That's why consumers who call get pi$$ed when they are asked to do the obvious. Because when you fail to ask the customer to do the obvious $hit usually happens as in the case.

In his case if MS gave him a reference number which they should have and if he wrote it down, he needs to call CS again and speak to a supervisor they will probably replace the disk.

Word of caution though, it's easier to get things done for you over the phone when you are polite and remain calm. I just had my Phone Company issue me a 40% credit on my business ad which they messed up. I followed that rule and they worked with me.

[MFootball]

Re: Xbox 360 Scratching Disks?

Too bad for that service rep cause they now owe him a new game. I was in customer support a few years ago. In CS you follow things by the book. That's why consumers who call get pi$$ed when they are asked to do the obvious. Because when you fail to ask the customer to do the obvious $hit usually happens as in the case.

In his case if MS gave him a reference number which they should have and if he wrote it down, he needs to call CS again and speak to a supervisor they will probably replace the disk.

Word of caution though, it's easier to get things done for you over the phone when you are polite and remain calm. I just had my Phone Company issue me a 40% credit on my business ad which they messed up. I followed that rule and they worked with me.

Yea...

I think I may have gotten rid of my reference number when I got the new console back, but I can check. Also, I feel like a clown calling back and asking them to replace a disk from an accident that was my fault. Of course, he did tell me to do that... but I should've known better than to leave it on and running. It was more of a "I'm trying to hold the phone, write down this serial #, talk to the guy, and play with the xbox at the same time" kind of mistakes.

[RoyalBoyle78]

Re: Xbox 360 Scratching Disks?

Too bad for that service rep cause they now owe him a new game. I was in customer support a few years ago. In CS you follow things by the book. That's why consumers who call get pi$$ed when they are asked to do the obvious. Because when you fail to ask the customer to do the obvious $hit usually happens as in the case.

In his case if MS gave him a reference number which they should have and if he wrote it down, he needs to call CS again and speak to a supervisor they will probably replace the disk.

Word of caution though, it's easier to get things done for you over the phone when you are polite and remain calm. I just had my Phone Company issue me a 40% credit on my business ad which they messed up. I followed that rule and they worked with me.

the real question is, how was he supose to know you had a disk in there, I'm sure he thought there wasn't a game inside. Really not the reps fault.

[MFootball]

Re: Xbox 360 Scratching Disks?

the real question is, how was he supose to know you had a disk in there, I'm sure he thought there wasn't a game inside. Really not the reps fault.

Well, to answer that...

He said, "Put a game inside and see if it fires up."

That's not the question. He knew that the system was on and running with a game inside. Somehow he may have thought I didn't have to move it to get the serial number, or that never crossed his mind? I don't know.

Like I said... I'm not blaming it on the rep. I just wanted to see what everyone else thought I should do about it.

[Havok410]

Re: Xbox 360 Scratching Disks?

Well, to answer that...

He said, "Put a game inside and see if it fires up."

That's not the question. He knew that the system was on and running with a game inside. Somehow he may have thought I didn't have to move it to get the serial number, or that never crossed his mind? I don't know.

Like I said... I'm not blaming it on the rep. I just wanted to see what everyone else thought I should do about it.

Just call them and tell them the story. If they give you a new game, awesome, if they don't, oh well at least you tried. They should give you a new game though. How in hell would you or anyone for that matter know that moving the xbox360 scratches disks? That didn't happen in the current gen systems (at least to me it didnt).

[Rodster]

Re: Xbox 360 Scratching Disks?

the real question is, how was he supose to know you had a disk in there, I'm sure he thought there wasn't a game inside. Really not the reps fault.

Excellent question! A good tech support person would ask that question before he has the customer move a piece of hardware. In the CS business it's "CYA 101".

[goh]

Re: Xbox 360 Scratching Disks?

why hasn't Microsoft done something to remedy the problem?

'Cause it's not THEIR problem that YOU moved the system while it was on with a disc in it. Same thing happens with the PS2 and maybe Dreamcast.

[RockyTop1]

Re: Xbox 360 Scratching Disks?

How in hell would you or anyone for that matter know that moving the xbox360 scratches disks? That didn't happen in the current gen systems (at least to me it didnt).

It's been very well documented since the launch in November that moving the box while a game is running will scratch the disc.

As for your issues, like somebody else said, I would call and give it a try, but I wouldn't expect anything.

[Havok410]

Re: Xbox 360 Scratching Disks?

It's been very well documented since the launch in November that moving the box while a game is running will scratch the disc.

As for your issues, like somebody else said, I would call and give it a try, but I wouldn't expect anything.

Moving yes....but he said that he barely even moved it 1inch and the whole disk got scratched up.

[MFootball]

Re: Xbox 360 Scratching Disks?

'Cause it's not THEIR problem that YOU moved the system while it was on with a disc in it. Same thing happens with the PS2 and maybe Dreamcast.

1. The PS2 doesn't cut a groove in the disk and render it totally useless. We're talking about a situation where barely moving the console renders a $60 disk garbage.

2. The guy told me to move the system. As I said, I'm not blaming it on him, I should've realized this and turned it off first. But, as I've said... I don't patrol the boards looking for glitches often, and I was unaware that it would cause major harm. Not only that, but it was a heat of the moment thing where I'm trying to get the rep his information as soon as I can, and it never even crossed my mind. I've said more than once in the thread that I take full responsibilty for that, but...

With the above already said, I think it's fair to say that Microsoft has a significant issue to deal with in terms of these consoles scratching disks. The movement I had with the console was so subtle that there's no way it should've ruined a disk. There are some underlying issues in the design of the system that Microsoft should remedy in future editions of the 360. Before you come on here blaming those who have already accepted responsibility, and before you criticize me for comments that I didn't even make (Note: I know that you were getting at "remedy the situation" by taking it out of context and making it appear as if I expect them to replace my disk)... I suggest you read all the posts in the thread carefully and understand them before commenting. Thanks.

But, back to the issue...

I think there's probably a simple fix to the whole thing. If Microsoft would cover the scratching agent (I've heard it's a slight metal overhang by the laser) with some sort of foam cap, this would all be averted. I think that, for $400, they can make my disks a little safer.

And, with that being said, this could've happened to anyone. If one of your little brothers or sisters had touched the console, you'd be right here saying the same things. The movement required is so miniscule that I'd never expect it to be an issue.