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My life as a customer, part 2: Three red lights flash on my Xbox 360 Ring of Light (again!) RROD much?

rrod013109Sitting down with a glass and a controller in my hands, I logged into Xbox Live for a post getting-the-kids-to-bed Xbox 360.


Ooh, that’s a new screen.


Turn off the non-responsive Xbox 360.


RROD


Another Groundhog Day: it’s Saturday night, after the phone agents are gone at 1-800-4MY-XBOX, but you can now you can initiate a repair ticket online at http://support.xbox.com/ and even print a shipping label directly from the Xbox Support Web site. image



To start the repair process, first select the console that you want to have repaired.
If the console that you want to have repaired isn’t listed below, either the console is not registered or your console is not registered to the Windows Live ID you are signed in with.


Printing the label should reduce the time to have the console repaired. Luckily, I have an Xbox 360 shipping box from the last time I returned a unit for repairs.


I sympathize with any other customers running into this failure over the weekend.


I’ll update this post as I follow the repair process.



Update 22:35: Error message using the information that was pulled up from my Windows Live ID….



First correct the following errors and click submit



  • Invalid characters found in first name.

Uh, no, I don’t think so.  But we’ll try something creative to get around the problem.



Thank you, your repair request is complete!


Note to self: send message to the Live ID team about recognizing names with alphanumerics.  I know three or four people that this ‘bug’ impacts.



You selected to ship your Xbox console using an e-label from UPS. Please check your e-label to ensure that your shipping information is correct before printing. Once you print your e-label, affix it to the box you are using for shipment of your console.


Printed, packed and ready to go to the Xbox Repair Facility… on Monday.


Update 020209, 8:00h: The Xbox will soon be winging its merry way to a repair centre somewhere far south of here. I received an automated mail from “Xbox_ AOC Web EN” indicating that “it will take 2-3 Weeks to return” the unit to me. Clock’s ticking…


Update 020909. 08:30h: An automated message from the Xbox 360 Service Center…



Good news, we have received your Xbox console at our Service Center.  You can track the status of your order online by accessing http://service.xbox.com/servicesignin.aspx. You will also receive an e-mail notification when your repair has been completed. Thank you for your patience.


Update 020909. 08:30h: Exactly 24 hours after the last email, I received an automated message update An automated message from the Xbox 360 Service Center…



We are happy to share with you that your service request is completed and your Xbox console is now ready for return shipment.  We will e-mail you again with the shipment tracking information when your Xbox console has been shipped.


Update 020909. 08:30h:  Received an update by phone today from UPS alerting me that our package will be delivered tomorrow, along with the UPS tracking info.  We found that the unit left Texas on February 11…



REDMOND, WA,  US  02/16/2009  7:34 P.M.
HERMISTON, OR,  US  02/16/2009  3:08 P.M. 
SALT LAKE CITY, UT,  US  02/13/2009  5:17 P.M.
COMMERCE CITY, CO,  US  02/13/2009  4:07 A.M. 
SALINA, KS,  US  02/12/2009  10:08 A.M. 
DEPARTURE SCAN MESQUITE,TX 02/11/2009  8:53 P.M. 


Tags: Microsoft, Xbox 360, customer support





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My life as a customer: this week, it’s about cable television… and more than the 2009 DTV move

Customer satisfaction clip art from Microsoft Office OnlineMy life as a customer. This week, it’s cable television and the proposed digital television transition… not be confused with that other digital TV transition… as Tweeted today.

If you read my post about my email and Tweet exchanges with Comcast, you’ll recall that I wrote to register my complaint of having to add another set top box to my "already-ready-for-digital-TV" TVs: I have televisions that include a digital tuner, and capable of receiving the free to air digital channels, which Comcast rebroadcasts on their channel map.

Given the time to explain the situation and the less-than-basic response I received from the first tier email support folks (I appreciate the effort!), I sent an email last week to Steve Kipp.  He’s the regional VP for Communications at Comcast in the Seattle region.    

I sent Mr. Kipp a copy of my brief email exchange with Comcast’s customer service representative, with my request for more information about the status and availability of digital channels available in the clear (clearQAM).  In part, here’s what I received from Comcast:

In order to keep up with the demand for more HD channels, more programming options, and faster internet speeds, we must move out the analog signals. For every one analog channel, you can fit up to 10 standard digital definition channels or up to 3 HD channels. I apologize that you don’t think our efforts to assist customers through the digital migration is not enough.

Yep, I get that.  But they didn’t seem to understand my frustration or answer my question.

For our home, I’m happy to have Comcast phase out the analog and move the entire 1-99 channel map to digital, provided these channels that are currently provided in the clear are not encrypted (meaning, that Comcast customers need a set top box to decrypt the channels).

We have TVs at home with digital tuners that work just fine pulling in the few digital HD channels I get today from Comcast, and the remainder of the channels from 2 (local news) to 99 (which happens to be the CBC, thank you very much). Most of the channels we seem to enjoy most seem to be above Channel 29 including CNN, CNBC and various kid-friendly programming. Which means the capabilities in our new digital ready TVs will be redundant and – even worse – marginalize: it’s expected that the inexpensive boxes that Comcast intends to provide "for free" won’t provide the clarity or experience customers get today from digital HD provided via the cable connection today.

Back to my email to Mr. Kipp.

In my mail, I asked him just which channels will be available with a television equipped with a QAM tuner once Comcast pulls the switch to move more of the local channel map from analogue to digital. I explained that I hadn’t heard from anyone following my last email, I sent my email directly to him to register my dissatisfaction with the planned digital change on Comcast’s network…

I understand that Comcast intends to offer two STBs per HH for free which will no doubt be a cost to your company. In order to avoid some of this capex cost, it stands that you could offer the current analog channel map broadcast in the clear to your customers with digital and HD ready equipment capable of receiving clearQAM channels. It seems that this approach would allow Comcast to eventually migrate to an all-digital format, encouraged as more and more customers purchase new TVs and home AV equipment capable of viewing clearQAM. This would also highlight the benefits of an advanced STB, offering VOD, HD and DVR beyond the basic digital TV’s tuner. In fact, I would be inclined to add a new advanced STB on our main HD TV while allowing digital clearQAM channels on other TVs in our HH.

My objection is that contrary to Comcast’s advertising at the end of last calendar year, it seems that I will have to change our set up on our televisions at home and add simple STBs in order to view channels above channel 30. Surely, you can understand a customer’s frustration over this need to add a STB to nearly every TV in the home, and why instead I’m looking at ways to eliminate the need for such a STB and move (regress?) to an attic-mounted antenna distributing OTA ATSC to the digital-ready TVs in our home.

That was sent on January 26.

Yesterday, I received a letter dated the same day (Jan.26), noting that…

The Executive Customer Care Department for Comcast in the Seattle Market has received your blog regarding the analog migration. I have left messages to attempt to answer your questions. Due to no response received from you, Comcast will consider this matter resolved.

Hmmm. I received one phone message – which I really did appreciate – and attempted to call them back the following day (I left a message, as it seems they’re busy). But I find it interesting that in response to my original email, I received a letter and one phone message (again, truly appreciated)… but no email response.  And it appears that they waited less than a day before considering the matter resolved. Email much?

You might ask, why would I bother to escalate this?

In the Windows group at Microsoft, I often receive emails directly from customers or partners with questions or issues that haven’t been resolved.  Sometimes the emails or letters come to me via other managers and execs at the company, asking to route to the appropriate group for a response. You’d be surprised at the number and breadth of mail we receive from people, and we do our best to respond to these mails across the board. 

Building on that concept, I decided to escalate when it appeared that my emails to the general customer service inbox at Comcast had stalled.  I sent my emails as a customer of a service provider, unhappy with the proposed migration headache this move will likely cause in our home. 

I’ll let you know how this turns out.  I expect that unless a customer advocacy organization or some oversight committee steps in, we’ll be adding new, cheap set top boxes to all the TVs in our home once Comcast encrypts the channels we view today without a set top box.

Tags: Comcast, television, DVR, FCC, policy.

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Obama’s team requests to postpone transition: I mean the digital TV transition on Feb 17, 2009.

Clip art from Microsoft Office Online An interesting metaphor given the wet, rainy weather we have this week in the Redmond area: 40 days and nights from now, the television world should be changing to digital broadcast in the States.

But not if Obama’s team request for a delay in digital TV transition is heard. As Joelle Tessler, technology writer for AP reported today (January 8, 2009)…

"President-elect Barack Obama is urging Congress to postpone the Feb. 17 switch from analog to digital television broadcasting, arguing that too many Americans who rely on analog TV sets to pick up over-the-air channels won’t be ready.

"In a letter to key lawmakers Thursday, Obama transition team co-chair John Podesta said the digital transition needs to be delayed largely because the Commerce Department has run out of money for coupons to subsidize digital TV converter boxes for consumers. People who don’t have cable or satellite service or a new TV with a digital tuner will need the converter boxes to keep their older analog sets working.

"Obama officials are also concerned that the government is not doing enough to help Americans – particularly those in rural, poor or minority communities – prepare for and navigate the transition."

The story was reported broadly, but isn’t met with broad support: this from PBS President Paula Kerger who called digital delays "inexcusable." As Mark Dawidziak (Plain Dealer Television Critic) reports…

"Paula Kerger, the president of PBS, used her semi-annual meeting with the nation’s TV critics to wag an admonishing finger at the federal overseers of the Feb. 17 switch to digital television. She is particularly distressed that viewers seeking coupons for converter boxes are being on a waiting list. "I’m very disheartened to hear that, a month before the DTV deadline, the federal government has run out of money to help citizens purchase digital converter boxes," Kerger said.

"Consumers need those coupons, and they need them now, and to put them on a waiting list, which is what is happening, is inexcusable."

This is nothing new: as reported last year, government officials chided the Digital TV transition effort.  Kim Hart wrote in the Washington Post (July 11, 2008) that the "billion-dollar program to help consumers prepare for the upcoming switch to digital television has been mismanaged and is running out of money, key lawmakers said, prompting concerns that millions of TV viewers could be left in the dark."

Further, Hart wrote that the Digital TV transition wouldn’t be as easy as it had been advertised.

Generally, if you have a television that receives TV channels locally via the analogue antenna on your roof or atop the TV itself, you’ll likely need a new digital converter box and antenna to receive your local channels. 

If you have a Windows XP Media Center or Windows Vista computer coupled with an analogue broadcast tuner card, you’ll need to either upgrade to a suitable and supported digital tuner card or USB peripheral, or connect a digital converter box after February 17, 2009.  This will enable your computer to receive what’s called local "over-the-air" (aka OTA) television broadcasts with a digital antenna.  See the site DTV Answers: What you need to know about the February 17, 2009 switch to DTV.  This site provides info on the switch from the old analogue TV signals to digital television, or DTV.  For more information, visit the US FCC website on the digital TV transition at www.dtv.gov.

(Where was this kind of site and promotional effort when the government was preparing for the change to daylight saving time in the States?)

As I noted in a this prior post, a majority of Americans today receive television via cable and satellite connections (70% are connected to cable). So if you subscribe to cable, satellite or fiber-provided television then you should be unaffected: for the most part, analog television receivers should continue to work as normal before with cable TV and satellite TV receivers, plus other video devices such as camcorders and VCRs.

Key word there: "should."

It turns out that the national digital transition is not the only digital television challenge.

As Brier Dudley, Seattle Times staff columnist, reported in his article "A digital switch on way for some cable customers, too" (last Dec 10th, 2008) that Comcast decided to take the opportunity in February to make a digital switch of their own, "a move that will affect more than 1 million households in Washington state." The move will require cable box needed for just about every television.  (See more FAQs in his post on "Comcast digital switch stirs more questions.")

Comcast’s advertising here exclaimed that "current customers don’t have to do anything" come 2-17-09.  That’s not quite accurate. As I noted in a Tweet to comcastcares (to Comcast’s rep on Twitter), the challenge is that most digital ready TVs, DVRs & PCs (with Windows Media Center) will now need a new converter set-top box if I want to receive stations above channel 30 on Comcast’s local channel map given the in-house cable connections to TVs are analogue.  And that means that most digital-ready televisions won’t be able to decrypt the encoded digital channels from Comcast above channel 30. 

Although local cable subscribers will continue to get the local main affiliates in the lower channel map (single digits) plus a few local access stations, home shopping and the Discovery Channel, much of the programming we watch at home (CNN, CNBC, SciFi and of course MTV) will require inserting a digital converter into the mix.

Not pretty.

Comcast is also placing a limit of two free digital to analog boxes per home.  Recently, the fount of knowledge that is USA Today reported that the there are more TVs in the average American home than people…

"That threshold was crossed within the past two years [of 9/21/2006], according to Nielsen Media Research. There are 2.73 TV sets in the typical home and 2.55 people, the researchers said."

… so it appears that this may not equate to (as Comcast advertising stated) the "same experience as you have today" if you have more than two televisions.  YMMV.

I wasn’t planning on adding yet another set top box to my television system, another remote and adding the intricacies of an IR blaster if I want to seamlessly integrate the set top converter box with my DVR and Media Center.

As noted in the article "You don’t need satellite TV when times get tough" from CNET News (December 19, 2008) Marguerite Reardon covered what one family found when they decided to cut some of their expenses at home, including their satellite television subscription…

"[Debra James of Oakland] said she found a wealth of legitimate sources for TV programming online. Sites such as Hulu, Fancast, Joost, YouTube, and most major TV networks’ Web sites offer TV shows and other video content for free. Using an existing rooftop antenna, James plugged her TV into the hook-up to get more than 50 high-definition TV channels over-the-air. The cost for these HD channels: zero.

"And instead of spending an extra $20 a month for HBO or any other premium movie channels, James subscribed to a $17-a-month Netflix service, which allows her to rent three movies at a time…"

We may vote with our feet and move off the cable television grid and see if we can implement a similar experience at home.

Tags: Windows, Media Center, television, DVR, Obama, policy.

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PC World and the Washington Post noticed Microsoft Answers today

Microsoft Answers

As I posted earlier, the new Microsoft Answers beta kicked off this week.  And it looks like folks are noticing the new site, as noted in the this Washington Post article from Rick Broida of PC World.  Broida noted the new site "aims to clear up Vista’s mysteries–and invites you to do likewise."

"Sites like Askville and Yahoo Answers have long offered community-fed answers to many of life’s questions (technical and otherwise). Now Microsoft is getting in on the answers act with the aptly named Microsoft Answers.

"This new service is designed for a sole purpose: to address all your Vista OS-related questions. And the answers come not just from fellow users, but also from Microsoft support pros. In fact, according to the site, the "Microsoft Answers Team" has a dozen members just waiting to help out.

"I’m really pleased to see Microsoft offering any kind of human-staffed support forum, even if it is Vista-centric. My usual thought when I experience a Windows-related problem is, "Well, I’m on my own." It’s heartening to know Microsoft might actually be there for me for a change (though forum-based support is hardly the same as live technical support).

Tags: Microsoft, customer support, feedback, customer service, Windows Vista.

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Announcements: the kick-off of Microsoft Answers beta, courtesy of Chris Kilbourn

A new site has hit Microsoft.com, in support of our customers: the new community on the Microsoft Answers Site, Microsoft’s first consumer-focused support community.  Chris Kilbourn (the Lead Site Manager for TechNet) posted today about the launch…

“A few times in my career, I’ve been lucky enough to have been involved with the turn-up of some major web sites. Today marks another one of those events.


“I am very pleased to announce that my team, in coordination with many others across Microsoft, has just launched Microsoft Answers Beta for Windows Vista!


“It is a web site for everyone who uses Windows Vista at home, and has questions about using or fixing problems with Vista. With community-driven forums, it is a place for Microsoft customers to discuss and ask questions about Vista.


“Take a look, and leave us know what you think in the Microsoft Answers Beta feedback forum.”


Microsoft Answers The Microsoft Answers Site is an interactive community self-help experience moderated by dedicated support engineers and (from my Windows POV) provides a place for consumers to quickly and easily find all sorts of Windows Vista support content. Microsoft Answers is available today as a beta release, and I found that the Windows Vista section is where you can post your questions and answer some, too.


Over the last couple of years, I’ve seen a number of customer interactions being fielded about Windows Vista and many of our products across a wide variety of communities (including various comments posted on Twitter, and deeper exchanges on Get Satisfaction and the green button to name a few).


This latest effort should help connect consumers within a Microsoft forum, in a way that we’ve seen through the communities that we have for developers and IT professionals in MSDN and TechNet.  I like the structure that Microsoft Connect has brought to the pre-release and beta process.  It’s good to see that we have an interactive effort to connect consumers with our employees in more than an ad hoc way (such as through blog feedback and comments, which I get from time to time).   


Microsoft Answers is available today as a beta release. For more, please visit http://answers.microsoft.com/windows and provide your feedback on the experience.


Added 12/16/08: I’m reminded by my friend Matt that ahead of Microsoft Answers, I need to provide a tip of the hat to Windows Live. We also recently launched support for Windows Live customers at http://windowslivehelp.com/:



Windows Live Solution Center is the first fully integrated online consumer support experience for Windows Live. Combining topic-driven blogs, technical solutions and community conversations, the Windows Live Solution Center offers dynamic support for Windows Live services.


More on this one asap.


Tags: Microsoft, customer support, feedback, customer service, Windows Vista.


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