Well a few weeks back, my Xbox 360 died (again for the 5th time). I blogged last year that Microsoft had finally created a licence migration tool to allow you to transfer all of your purchased content to another console. this was particularly important as once purchased and downloaded, it’s locked to that console ID.
If you want to play it on another XBox (including a fixed one prior to the release of this tool) you needed to sign into XBox Live to prove it’s you. Unfortunately the newly created migration process only allows you to run it once every 12 months. And as I accurately predicted back in May of last year, I knew my now dead fourth XBox wasn’t going to be my last.
So a few weeks back, the same courier picked up my console for repair and whisked it off to Germany for repair. 2.5 weeks later and it’s back all repaired.
However everything wasn’t rosy. They had indicated that to drive customer satisfaction, they had given me a brand new XBox instead of a repairing my old one (more on this later). Now, on the Migration tools FAQ it clearly states that if your XBox is sent back for repair, any licences are automatically transferred if required to the new console. And in fact, if you try and do it again (inside the 12 month period), you’re taken straight to the ‘congrats’ page indicating success: -
My licenses were not automatically transferred this time and was easily proved by signing in using my son’s Live account and only seeing trial versions of the all of the arcade games I’d bought. Re-Downloading the content didn’t work either as the underlying license was still firmly attached to my old console, now presumably sitting somewhere in a warehouse in Germany.
So I contacted support to raise this as an issue. All was relatively painless thankfully. It was immediately flagged as an issue and escalated to the relevant teams with a promise they’d ring me back in < 24 hours. And they did, 15 hours later, on the following day, the escalation team rang me to resolve the issue. A few details were confirmed (XBox ID, my gamer tag etc) and I was told, “all’s done. The licences will be migrated automatically to your new console and we apologise this wasn’t done at replacement time. The licences should be transferred automatically within 30 days”.
Wait, 30 days?! Apparently instructions have to be sent to the billing and accounts department who then transfer the licences. This is likely due to financial reasons and revenue recognition, and I suppose if I think about it in this light, I can see why they don’t offer an open ended ability to transfer your licenses to other consoles. So until then, my children will have to have the inconvenience of signing in as me prior to themselves for starting the games. Luckily though, this is now a transparent process so I won’t need to download any content again (which is cool as I have a LOT of downloaded content).
So some interesting things with respect to this experience: -
- My console didn’t RROD, the DVD Drive simply started to fail to recognise a disk was in the drive. In my eyes, this is likely a DVD Drive failure as opposed to something more nasty. However, it looks like it’s now simply easier (and cheaper) to simply send out a new XBox as opposed to breaking it down, repairing the console and re-packaging it back up again. The rework costs here are likely quite expensive compared to simply shipping a new one out.
- I’ve now got over 3 months of free XBox Live Gold membership due to failing XBox’s. You’re automatically given a one month coupon whenever your console is repaired.
- Absolute cudos and credit to Microsoft’s Larry Hryb (Major Nelson). I had tweeted a question to him with respect to this issue and what I should do and he responded within 10 minutes that I contact support right away and they’d sort it. Given, I’m sure, how busy his twitter feed is, I’m incredibly impressed at the response time of Microsoft’s main voice for Xbox online.