Captain's Log: Finally Made Contact – Faulty Xbox 360 Swapout Procedure

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You may remember that in January, I posted up a “Captain’s Log”, which was meant to follow the progress of my faulty Xbox 360’s swap-out procedure with MiDigital.

What eventually happened is that I received no response to my request for a swap-out and was very quickly told my all of our readers that faxing through the necessary documents was a waste of time and email was the only option that actually worked properly.

Now at this point, you all probably assumed that I just emailed the documents through and got my new console, but the truth is, that I didn’t. Call it a mixture of forgetting, being too busy, struggling to find the copies of the documents and the fact that I had bought a backup Arcade unit a while back, either way, I never got around to it (The site is called Lazygamer after all).

So how surprised was I when exactly 1 month, 1 week and 4 days later I received a phone call from MiDigital?

Yeah, so my phone rings with some unknown number. I answer and get a very odd and direct questioning on whether or not I received a new console recently. I say that I haven’t and am promptly told that a new one will be delivered on Thursday and that my faulty one will be collected.

Great news for me, but the phone call was so direct and the woman on the other side so plain odd, that it felt as if my console was a ticking time bomb and they wanted to just come and pick it up before I realised it.

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I was so surprised and happy that I finally got a response from MiDigital that I actually forgot that I had just waited for over a month to hear back from them, without even getting some sort of an email, sms or phone call to tell me that they are aware of my issue.

I am glad that I finally got a response, but what about the poor everyday person who went out and bought an Xbox 360 as their first console? By now, they have either bought a new one or been put off the entire experience altogether. I do think that MiDigital are starting to slowly make progress, but it seems like they still have quite a way to go.

Last Updated: March 2, 2009

Nick De Bruyne

Video games writer, editor and critic since ’08. Living and breathing video games, movies and cars since the 80s. Follow me on Twitter if you love tons of gaming talk, and @pennyworthrevs for fun stuff and links.

  • Arabian Knight

    MiDigital are the sole reason I wouldn’t recommend an XBox 360 to anyone. They don’t reply to emails and don’t answer calls. Customer service at it’s worst. Fire the lot!

  • Lupus

    I got my console swapped out in less then a week? Not sure why everyone is complaining, Elaine was nothing but nice, the actual old lady who came to take the console on the other hand hmmm

  • Bboy

    Yeah well my original xbox broke last year in Nov (6 months old), waited 2 months before they got me a new one (2 months!!!)… then that one couldn’t read disks properly after a few weeks so I have started the process again to swap that one out. I have been waiting for a replacement now for since Feb 2nd.

    I have owned an xbox for 9 months, 3 of which have been waiting for MI-digifail and counting.

  • baba

    I would not think MI are making progress, my first console (RROD) got swapped out immediately. In fact, they’re getting worse.

  • Reaver

    Lupus, did you have your console couriered to you or did you do a walk-in? Coz I have noticed a trend where they speedily assist anybody who physically goes in, or is in the close vicinity, but everybody else gets given the finger.

  • Reaver

    Also I was told that they will be working down the list starting with the people who have been waiting the longest. Yet a few people who put their claims in at the end of January got their consoles already, while people who put their claims in in Nov 2008 are still waiting. Also there seems to be some major discrepancies in whether or not people are getting refurbished Xenon consoles or new Jaspers. I would hate to have had a broken Jasper, complete with HDMI and get given back a Xenon.

  • Fox1

    I got my 360 swapped out in a week. You got to keep checking and reminding them :ermm:

    You can’t really use “1 month, 1 week and 4 day” as a gauge.

  • Fox1

    I think MiDigital might never have expected such a high return rate on the Xbox 360 in the first place. Microsoft needs to help them out because its clear that MiDigital can not cope with the RROD situation :ermm:

  • moegoe

    I’ve been waiting for a swap out since early January… don’t know when to expect a call.
    Luckily I have another machine to fall back onto, else I would be fuming! :devil:

  • Fox1

    Phone them. Don’t wait for them to phone you.

  • i had a good experience. Right about the time Gears of War 2 launched my console died on me. Now halfway through the campaign in GOW2 and this – its a kuk feeling!

    Call BTGames, they say call MI Digital.

    Call MI Digital, says email off all the docs. I send it out. 1 day later she mails confirmation. “we have no stock right now but more arriving in a few days time”

    4 days later i call her up – she says stock is available. I say “i’ll save you guys the courier fees and come to your place”

    No problem, drive to bedfordview area (less then 10km from work) – give old console, wait about 5 minutes. New console ready 🙂

  • Reaver

    Which absolutely confirms what I posted above. That MID seem to be giving preference to people in the close vicinity

  • probably – also the fact that i sweet-talked them into letting me come there and pickup. little sob story here and there doesnt hurt :biggrin:

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