I got another reply today.
Hello Andy,
Thank you for writing Xbox Customer Support!
I understand that your “Viva Pinata” and “Eternal Sonata” game discs got scratched even if your Xbox 360 console was not moved in any way, and now your disc won‚Äö?Ñ?¥t play properly. I deeply apologize for the inconvenience that this might have caused you.
Andy, we are very sorry to hear about what happened. Movement of the console or strong vibration while the console is reading an Xbox 360 game disc can cause scratches. Because of the speed of the disc drive, you should not move the console while the console is reading a disc at the maximum drive speed. Make sure that you position the console on an even, flat surface. Try cleaning the disc by holding the disc by the edges and use a soft, clean, slightly damp cloth to wipe from the center outward to the edge of the disc. Do not use any soap or cleaning agents on the disc.
If you feel that the damaged disc was caused by the console and not another way, you may have your console repaired. You may process a repair for your console by:
‚Äö?Ѭ¢ Calling our phone support team. Please provide your console serial number so that we may be able to check the warranty and process a repair for your console. The phone representative will be able to discuss with you the policies.
‚Äö?Ѭ¢ Signing on to http://service.xbox.com/ using your Windows Live ID account and processing the repair online. (This is currently available to US customers only.)
We created this feature to give you the option to create In-Warranty, Out-of-warranty, and Three Flashing Lights repair online. In addition, Out-of-warranty repairs are at a $5 discount for online service requests. For Xbox 360 consoles that are experiencing the three flashing red lights and are out-of-warranty, you may choose the Three Flashing Lights repair option to receive In-warranty no-charge service. Be warned that we will verify the issue, and may return the console to if there is no evidence of three flashing lights in the console boot log.
The current turn around time for console repair is 2-3 weeks from the time we receive your console.
In order for the process to take as little time as possible, you need to send your console to us as soon as you can based on the agreed shipping method discussed with our phone support representatives.
The game disc may also be available for replacement. If the game was published by Microsoft, you can use our disc replacement program. For instructions, please go to http://www.xbox.com/support/systemuse/xbox360/gameplay/discreplacement-program.htm and print the Microsoft Game Disc Replacement Order Program, complete the instructions and mail the form, together with the discs that you want to be replaced, to Microsoft. This offer is only available to countries where the Xbox 360 video game and entertainment system is sold at authorized retail locations. You can pay for the exchange by using a Visa, MasterCard, or American Express (AMEX) credit card. To view the full terms and conditions, visit the following Web site: http://www.xbox.com/support/systemuse/xbox360/gameplay/discreplacement-program.htm.
If the game was not published by Microsoft, please contact the game publisher for possible disc replacement policies.
If you need to reply to this e-mail, please reply ‘with history’ (include any previous e-mail) so we can expedite our service to you.
You may also call Xbox Phone Support at 1-800-4MYXBOX (1-800-469-9269) at your earliest convenience, and we‚Äö?Ñ?¥ll be happy to help you. We are open everyday from 8am to 12mn US Central Time.
To expedite service, please provide Service Request Number 1XXXXXX when you call.
NOTE: You may now check repair status for your XBOX console by going online at http://service.xbox.com/ using your Windows Live ID account.
Thank you for visiting Xbox.com. If you should have future questions on Xbox products or services, please be sure to revisit our Web site as we are continually adding information to enhance our service.
Sincerely,
Martin
Xbox Customer Care Team
So they still think I’ve moved my console! Even though I specifically pointed out that I haven’t! Fantastic. I’m glad they’re capable of reading. At least they’ve offered me the chance to get it repaired, it’s just a shame I don’t live in the US where they seem to think I am.
And they want me to pay for replacements for the games my 360 broke. Well, that isn’t happening. They can send me copies for free (and I’ll happily send them the scratched ones).
