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[mUb]

QUOTE(Ken_D @ Dec 5 2007, 12:51 PM)

Does anyone know of a reliable way to escalate calls with MS's support without having to go through the call centre?

What seemed to work for me was stating that they had sold me a product with a known problem and with this in mind I requested compensating financially, I wasnt too quiet with it either.

[(>Stormy<)]

Here is my story.
Got Xbox in Jan, died in Sept.  Sent it for repairs.  Bought another one for while it was away.
Got repaired Xbox back yesterday.  Set it up and everything worked fine.  Tried to connect to Live and got error.
W:0000-000B
X:0000-F001
Y:00C2-03E0
Z:0000-0000

Error comes at the XboxLive section after passing all previous connection parts.
So I plugged same connection into my newer Xbox and could connect fine, not a network issue at all.

Called up MS last night, they have definitely just switched their call center to India.  It is a nightmare dealing with them now.  Just a warning.  I spent two hours on the phone going through all normal troubleshooting tests.
In the end I would recommend against going along with these tests if you have a similar error as it is a huge waste of time (and they are just reading off a screen).
They have no idea what this code means so eventually they will ask if they can put you on hold to contact a supervisor.  Do not let them do this as no one will ever answer requiring you to call back again and start over.
Similarly the reference numbers they give you about your call don't work for anything, anyone you are transferred to will have no idea who you are or what the problem is and you will have to re-explain and they will try to do the same troubleshooting.
I recommend simply stating that the xbox does not work and that you would like to send it to them for them to troubleshoot and repair if necessary.  This seems to work.  They will then transfer you to hardware repairs.
Alternatively I would suggest not going through the Live section of the 18004MYXBOX, just go straight to repairs.
I had to hang up last night as it was 1am and was getting nowhere with the support line.  I called back this morning, went straight to repairs, explained that I had received a repaired Xbox that would not connect to Live, had attempted lengthy troubleshooting with no solution, had another Xbox that used the same connection and worked fine, and did not want to troubleshoot the issue further.  I indicated I wished to send the unit back to them and they could troubleshoot it themselves and send me a working console.  They said ok and set me up for expedited shipping.  Of course for some reason now I have to send them my power supply too, standard 2nd repair protocol I suppose.
A quick search with google reveals others are having this issue and that it is new, only being posted about in the last month or so.

I mentioned to the Live service people that the code was an existing EEPROM corruption code from the original Xbox but they really are not trained to know anything but read off a teleprompter.  If I had to hazard a guess I would imagine that this is some screwball result of a region problem, perhaps modders sending in broken RRoD boxes gotten off eBay from other regions and sending them in to US repair centers (or vice versa) and then updates being applied to the console with the wrong region, but this is just a total blind guess.  At this stage I don't think even MS has an idea of what this error means.  Hope that this post is helpful.  Be firm but polite and I believe in all cases they will agree to attempt a repair.  The important thing is to get past the network problem possibility as they will waste an enormous amount of your time troubleshooting this when I can confirm this is not the issue as my other Xbox360 connects fine using the same connection.  Good luck!

[(>Stormy<)]

Okay so having done a bit more research I believe I have found the cause of this error.  I noticed that this error is the same error reported by Zouzz when he unbanned his console with the timing attack/keyvault replacement mod.  After he downgraded his kernel he began getting this error.
I believe what we are dealing with here is one of the following:
1. Microsoft for some reason downgrades the kernel in some repair cases, perhaps 3RRoD caused by a bad update.  Then they restore current kernel without checking for Live connection issue.  This seems unlikely.
2. Foreign mobo's are sent into repair in different shells as a scam, repair center has no way of knowing origin of board and fixes problem and wipes kernel replaces with different region kernel update after repair.  All appears to work and they don't test Live connection as they are unaware of this issue.
3. Modders send broken 360 in to repair after a timing attack.

These all seem to me to be completely ridiculous, and yet here we are.  If anyone can think of other possibilities please share.  This error is as far as I can find only known to exist after kernel downgrade or possibly kernel region change.  The fact Zouzz got this error after only downgrading from PAL 5787 to NTSC 4532 makes me think a downgrade is all that is necessary to create this connection issue.

Links for reference:
http://translate.goo...e...174687&st=0
http://www.xboxhacke...hp?topic=8972.0

[Ken_D]

Thanks Stormy. I can confirm my repaired XBox was a completely clean, fresh, virginal, unhacked, unmodded unit - I have another 360 for backup purposes.

I called MS again yesterday and did my Mr Angry act at them. This time, instead of the "I'll transfer you to a supervisor" script, I was asked to email [email protected], which was described as their "complaints" address. I was told to expect a response within 24 hours (ha!), so they've got about 4 hours left before some lucky chap in Bangalore gets me on the phone again.

I really don't want to lose my "live" console over Christmas, so I'll be pushing them for a speedy turnaround. No chance of that happening, they can't even call me back ...

[-Cyan-]

Well the thing is that they replaced the motherboard and DVD player. So the only original part is the shell. But I guess that it is very possible that they have a old kernel on their replacement motherboards or something.


Anyway my console is in germany (I live in sweden) right now being fixed I hope. Glad the swedish support employ native swedish talking people from your reports  

Did you get an system update prompt the first time you started the repaired xbox 360 ? I did anyways. So I thought that you could try this thing I found:

"--==Console Reset Codes==--
Clear All Installed Game Updates and Console Cache
Go to the "system" blade
Select "memory"
Press Y on the HD symbol
Press X,X, Left Bumper, Right Bumper, X,X
A message will appear saying: "Do you want to perform maintenance on your Xbox 360 storage devices?"
Select Yes

Clear Any Failed system updates that cause the console to error.
With the console off, press and hold the sync up button (the small white one)
While holding the sync button press the power button to turn on the console
Continue to hold the sync button until the Console has booted up completely.
During the boot process the console should clear any failed updates, allowing you to use it normally. "


It's a longshot but it doesn't hurt right ?

[(>Stormy<)]

Yeah that was part of the troubleshooting they had me do, and no it didn't help.  I did get prompted to update when I put my hard drive into the box, but as the update didn't brick my other xbox we can still assume the problem originates at the repair center.

[Jer4251]

add me to the list.  got my xbox back, was prompted to update, so i did.  and no live.  fails on xbox live. with these codes.

0000 000B
0000 F001
00C2 03C0
0000 0000

im wired straight to my modem.

Also.  i have an elite that works perfectly on xbox live.  no problems at all.  just my repaired unit wont sign in.  talked to them a lot on the phone. tried everything, but no success.  they told me to contack my ISP, which is a waste of time..... my elite works fine.

these people know nothing.  they need to fix this asap. or give out new consoles.


also. the box i sent in was a samsung. and the one i got back is a hitachi 49dh.  compl;etely diff motherboard also. it has extra heat sinks in it, i took pics if anyone wants to see.  they claim its my console that was repaired, but thats prob what they tell everyone.

i took them less than a week from the time i sent it to the time i got it back.  i dont think their that quick.  the day after they got it, it was on its way back.  anyways, i already remodded the console, but still without live

This post has been edited by Jer4251: Dec 8 2007, 01:19 AM

[-Cyan-]

Well what they do is basically start it. If it's 3 rlod then they open it up and replace the motherboard and dvd. Ie the whole console and put it in your old shell. I guess it saves them a few bucks useing the same shell.

But what I was thinking was that if they use a new mb and it has an old kernel on it. And then they for some reason inject your old console id/serial no/whatever it is. Then to live it would seem as if you downgraded your kernel.

But why the hell would they make the effort of putting the old serial in there ?


Oh well. I'll update later next week if I get my console back by then. See what they put on the repair report you get with it.

[Jer4251]

anyone get any farther? i'm waiting on hold atm.  4th call to them with no progress, i asked for a new xbox and she went ahead and skipped the shit and contacted her supervisor.  been on hold for a while now.  gave my status codes to them again.  

will update with their answer.

[Jer4251]

well after waiting a long time she said they would replace the console.  i told them i dont want another broken refurb one.  and said not to worry it will work.  i asked if they could test it before shipping it to me.  and she said not to worry.  

so i should have my box in a few days, and send this pos back to them.  and get my new one soon.  they should send one to me 1st and use the box to send mine back.  but they would be worried about losing out if they did that.

i did a lot of testing with my error codes, and came up with a bunch of diff codes based on my connection type.

if it connect through my pc or router i get this code-

0000-000B
0000-F001
00C2-03E0
8015-1918

directly to my modem-

0000-000B
0002-F001
00C2-03E0
0000-0000


with my working console to my modem-

0000-0000
0002-F001
20A8-48E0
0000-0000

TO MY PC-

0000-000B
0000-F001
20A8-4860
8015-1918

[Ken_D]

Wish I knew what you guys were saying that I'm not. After two hours on the phone today, MS have now decided that my console is banned. It's never been modded, the Z code is still 0000-0000, but I think I've reached the point in the agent's on-screen script where they just give up and blame EVERYTHING on banning.

I did try to reason with him - if I'd modded the console, the warranty sticker would be broken and therefore it wouldn't be eligible for repair - but he wasn't having any of it. Eventually he told me to e-mail my complaint to [email protected] - which looks awfully similar to the xboxsup2 address I've already mailed with no response - but I'm getting bored of the whole thing now.

Does anyone know of any UK-based contacts somewhere within MS that could help? I'm almost praying for the RRoD to strike this box again so it goes back for another repair.

[(>Stormy<)]

Ha, that really sucks.  You just got a retard.

Please provide more details when discussing this problem, and perhaps use the thread I created specifically for that purpose which has more information than this thread.

Did you call the Live support or the Repair support?  It sounds like you called Live support because Repair doesn't have any information to troubleshoot your connection.  As I have written several times now, talking to Live support is a complete waste as this is not a connection problem and they are unsuited to help you and are not authorized to make Repair orders, thus even if you DO get someone nice enough to agree with what you are saying they can not do anything but transfer you to Repair where you will have to explain everything all over again.

As I have said, be calm and polite, but firm.  Call Repair, state that you have spent several hours and several calls to Live support with no resolution to your issue and are willing to send the console to them to troubleshoot and repair IF NECESSARY!  (edit for clarification: Say this, "I have spent many hours troubleshooting this problem and I do not wish to continue troubleshooting the issue, I would like to send this console back to you to troubleshoot, and if there is no issue then I will accept the unit back, but if you can not get it to work either then please send a working console)  This is not to be interpreted by you as DEMANDING A NEW REPLACEMENT CONSOLE OR ELSE!  That won't win you friends or Xbox's.  This is common sense that seems to be lacking in several replies.  What I mean by firm is if they try to get you to call back Live support to troubleshoot keep saying that you have tried all troubleshooting steps and there was no resolution to your issue.  Say that you have another Xbox that connects fine (ONLY IF YOU HAVE THIS EXACT ERROR!) even if that is not true to hammer the point home that it is NOT a network error.

For whatever reason MS has not entered this problem into their support programs and as such everyone you talk to will be totally unaware of the issue and how to handle it.  Again, if they ask if it is ok to put you on hold to get a supervisor say no.  If they ask to transfer you to Live support say no.  They can't hang up on you without you saying "ok" or hanging up first.  Those are the rules.  Work the system but don't be a jerk.

Another idea I just had, which shouldn't matter but it does, is if some of you calling are minors then get an adult to call on your behalf.

This post has been edited by (>Stormy<): Dec 10 2007, 09:28 PM

[mUb]

QUOTE((>Stormy<) @ Dec 10 2007, 08:23 PM)

Did you call the Live support or the Repair support?  It sounds like you called Live support because Repair doesn't have any information to troubleshoot your connection.  As I have written several times now, talking to Live support is a complete waste as this is not a connection problem and they are unsuited to help you and are not authorized to make Repair orders, thus even if you DO get someone nice enough to agree with what you are saying they can not do anything but transfer you to Repair where you will have to explain everything all over again.

My box was returned via Live support.


Spoke with them last night, box should be back any day now.  I did ask what they had done with the console but they claimed they did not have that information.

[(>Stormy<)]

QUOTE(mUb @ Dec 11 2007, 10:45 AM)

My box was returned via Live support.
Spoke with them last night, box should be back any day now.  I did ask what they had done with the console but they claimed they did not have that information.

Wow, so I guess the three Live support people I talked to all lied when they said they couldn't handle it ha.  Are you US by the way?  That might make a difference.  I'll update my info to reflect this revelation.

[mUb]

Box came back.  New serial number this time, think this is a new box (manufactured Sept 07) unfortunately no HDMI although has Benq

I`m in UK.