Expert: Helen Joan Casper - 12/19/2005

Question
Are you sure about Microsofts reliability? =D Hehehe... It's quite ironic that as I was doing this I got an error and had to CTRL+ALT+DEL out.:D

I have a new one now though, it was the brick not the console and not it's working, so I have 2 working consoles and 1 working brick, Microsoft haven't asked for it back yet.:D I've had it near my TV, a bit infront of where I had it last time and it's been fine. I think it was just a manufacturing fault, not overheating... Although it did work for a bit (1 hour or so)? What did you think it was? I did have it behind the TV, but like you said, some think you shouldn't have to do that for the price we are paying... But consoles are becoming more and more like PC's and more powerful, so they need to be treated more delicately.

I was just wondering though, that 3% to 4% isn't loads, and you're always going to have some faults aren't you? It's meant to have been more successful than PS2 and Xbox, it's just according to places, become very, very public. Also according to customer support 75% of calls are about simple problems with XBL.

I was very angry before, but it wasn't 2 console failures, just the brick, and now I'm ok *touch wood*.:D 3rd times the charm...

So overall it can't be that bad? Can it? I'm in the UK, have you had stuff on the news about overheating? We have here but it's been terribly over exaggerated I think, to make it seem like loads.

-------------------------
Followup To
Question -
I was told:

"They aren't recalling anything. Why? Because it's not a design fault.

There are deffective units out there, there always are as no mass production process in the world is 100% efficient/successful. But it is not, repeat not, a design fault. Otherwise every 360 would be overheating [or at least, more than 3-4% of them would be].

The problems are isolated, and they have offered to replace faulty products AND have posted solutions on their Website."

It's meant to be one of the most successful launches (in terms of failures, less than the PS2 & Xbox).

Just wondered what your opinions were? Baisically do you think consoles should withstand problems, and these should've been sorted, or it is our fault as to go forward, they need to become more 'delicate' (didn't know what word to use really), and a lot of the problems are down to us (well, when mine broke it wasn't exactly my fault, there are some problems) and you have to expect some failures?

Also do you think 'keep out of direct sunlight' means the same as 'sources of heat'?
-------------------------
Followup To
Question -
Hi,

I recently purcahsed a 360 and it showed a 'hardware failure' so I had to send it back. I got another and the same thing happened.

I'm thinking it's the power brick and I am being sent another one (I don't understand how it could overheat it's in a well ventilated area and is stone cold).

I tried it at night on a windowledge with a fan on the brick. I know not to do it in day as it may overheat but someone said to me along those lines "Don't you know that all products of that type say do not expose to direct sunlight". I looked in the manual (here it is if you want to view it:- http://digg.com/gaming/pdf_of_Xbox_360_manual) and it didn't say anything about sunlight. But it did say sources of heat. Would you say that they are the same? Could the sun have affected it in any way other than the heat?

I'm just wondering as I don't want to be on Customer Support for another 3 hours waiting for a reply (they said they are thinking of recalling the bricks - don't know if they meant all or broken ones).

Thanks for your time,
Al.
Answer -
Unfortunately, the Xbox 360 has been plagued with hardware problems and now software compatibility programs. Given the numerous upon numerous problems with this console, if I were Microsoft I would fire my entire test department and recall every console. =D  Seriously though, this should NOT be a problem. The fact that you, or anyone else, would worry about where to place a gaming console (which are generally hardier than other computer equipment), shows that Microsoft shipped an unsatisfactory product. I have dropped my PS2 down a flight of stairs, regularily play it in sunlight, and  have surely nullified the warranty many times and it is still working perfectly.

It is quite unlikely that anything other than heat would have an effect (excepting, of course, massive solar flares or a supernova- in the latter, you'll have bigger problems than your console). However, as long as you make certain it is well-ventilated and the temperature of the console and power brick stays low, you shouldn't have any problems.

The overall fact is that the Xbox 360 has a multitude of well-documented hardware problems, many of which still have not been addressed. My advice to you is to keep your console in a cool, dry place away from any radiation and keep it dusted- then say a little prayer and do a rain dance before your inevitable 3-hour call with Customer Support. ;)
Answer -
My opinion, and strictly my opinion:

In terms of any launch of anything- be it hardware or software- there are going to be bugs and problems. However, I was disappointed particularily with the Xbox 360 release because of the reputation of its maker. Microsoft is a software company- they have a reputation for shipping quality product and have some of the best minds in the world working for them. It's because I have so much respect for the company that I was surprised to hear of the problems with this launch- problems that it seemed shouldn't have even been problems period. The fact that I'm getting questions about whether or not a console can be near sunlight is evidence of this. Console placement shouldn't even be an issue. =) Defects in certain models because of mass production are to be expected but to the magnitude that has been reported- it just leaves a bad taste in my mouth because I have high expectations from Microsoft. If it was a smaller company, a struggling company, or one that didn't employ some very close friends of mine (whom I know are bloody brilliant) I would just overlook it. But I do believe Microsoft should have held back their launch and made certain every component worked in a batch mass production of its consoles. Even a beta launch in selected cities would have been better than a mass release where people are losing faith in the brand because of reported problems.
I also think that consoles, by their very nature, should be made to withstand more than computers because they are marketed as toys. If we want to move more into "this is now just a very specific computer" definition for consoles and hence have them cared for the same as we would any computer, the console makers need to inform the public properly. I'd be willing to bet that most people don't treat their consoles even a quarter as well as they do their computers even though the internal components are very similar. If we need to start treating consoles with more care, companies need to market them more as computer equipment and less as toys.

With all that said, do I hope an Xbox 360 is sitting under my Christmas tree right now? Of course! Even with the reported problems, it's a "must have" for any video game lover. It's an excellent system and I also happen to have a soft spot in my heart for Microsoft (and probably more brand loyalty to them than I care to admit). =)

Sunlight and heat can be different. If you live in Maine and have the console in your sunroom, in December you'll get sunlight but no heat. =D  The sunlight itself won't have an effect on the console- it's the heat that can cause problems with electronics. Now, if you have exposed raw electrical equipment which is known to be photosensitive- that's a problem. =) However, consoles have crunchy...er... hard plastic shells- sunlight shouldn't be an issue as long as it's not heating the system.

Answer
Please forgive me for not answering this sooner- I am actually on my honeymoon as I type this. My husband and I just got married on Saturday. =) (Yes, I'm so dedicated that I check my AllExperts on my honeymoon -grin-)

Once again, just my opinion:
I think while Microsoft's products are subject to bugs just like any product, they pretty consistently ship good product. I think the same can be said about Sony and Nintendo (well, when it comes to portables- their consoles tend to have more problems). All of my machines run Windows and Microsoft apps. All of my machines at work do the same. While I am a fan of Linux (no doubt), Windows is a very consistently good and solid product IMHO and hence why I've come to expect a higher standard of quality with Microsoft products.

In general, 30% of consoles having major manufacturing defects would not be considered a very successful launch. =/ Even if you just take the 3-4% of consoles having a major manufacturing defect, that's 3 or 4 of every 100 consoles sold having an issue. To put it more in perspective, if they sold 1 million consoles, 30,000-40,000 of those consoles are defective. That's 30-40,000 people who are stuck with issues with their consoles. That's a lot of people. Also, unfortunately, it seems most of those 40,000 were bloggers and other loudmouths who have really given the Xbox 360 a lot of bad press. ;) I'm not sure about the UK, but over here everyone was all abuzz with the flaws. Remember, too, that it doesn't take much to give a product a bad name- only 16 Ford Explorers rolled over in 2001 but the whole line was recalled. Only 23 titles in the Sony-BMG line contained the controversial root kit but it gave the whole company, with over 20,000 titles, a bad name. However, it appears the negative publicity hasn't cut too much into sales and the Xbox 360 is still one of the hottest items this Christmas. =)