Microsoft sends care package to erased 360 owner
by Terrence Stasse 
{ Mar 21st 2008 at 4:45PM }
You may recall the coverage we had on the site regarding Nathaniel, a guy who had to send his autographed, artwork covered, Halo themed Xbox 360 into Microsoft, and who had it returned to him with only smudges remaining of the original ink. First Nathaniel got some love from Bungie, but now it seems that word has reached other parts of the tubes and Microsoft (finally) got wind of it. In their attempts to make it up to him, they sent a who box of goodies including a 360 console (signed by original Rooster Teeth signers, new artwork by Luke McKay, signatures from the Xbox 360 team, and additional signatures from Bungie Staff), a faceplate with Bill Gates' signature (among others), all bunch of games, some smaller swag, and, wait for it ... a signed picture of Bill Gates.
Disregarding that last thing, that is a great package of loot to get from a major company. The original article lists some more of the details and history of the incident, and carries Nathaniel's response, which we've reprinted here.
"While my story has come to what I am sure the average reader will conclude is a satisfactory close, I do not personally view this as its ultimate end. Don't get me wrong: My overall mood about the packages I have received from Bungie and Microsoft is nothing short of ecstatic, but compensation was never my focus. The only thing I have specifically asked of Microsoft and the Xbox 360 team for is this particular case to be examined so that some change(s), whether small or broad, can be made to the service process to prevent the occurrence of any similar scenario. This remains my only request. I'm not asking for details, but if my story is leading to changes that should benefit current and future Xbox 360 owners, I would really like to know."
The rest of Nathaniel's statement can be found after the break.
"I do not think the people at Microsoft that have been working diligently on the XBox 360 project over the last several years are fools. There have been many lessons to be learned for all that have worked on the project at all levels, from the inception of the console until now. I am confident that this story–and the subsequent response that it has received from the gaming community as a whole–will reinforce the importance of keeping customer service and repair divisions well organized and in top form.
To those who have worked to put this package together for me, you have my gratitude. Thank you all for putting forth the time and effort to do this for me; this is indeed far "more awesome" than what I had before.
This story has shown itself to be a great lesson in the power of the Internet. It is with this observation that I must say to the gaming community at large, those who've shown their support and saved me much of the effort of spreading my story myself, you also have my gratitude. Without the actions of a great number of individuals who will forever remain unknown to me, my "cautionary tale" would not have reached nearly as many people. Thank you."
Reader Comments (Page 1 of 1)
DaveC @ Mar 21st 2008 4:51PM
Okay kudos to them, but I bet if someone else has a similar situation, the media and Microsoft will shrug it off.
cranium @ Mar 21st 2008 4:54PM
how big is the picture of Bill Gates? is he smiling? what color is his sweater?
SToNeP2277 @ Mar 21st 2008 4:55PM
maybe Microsoft should send me a care package for all the red lights of death i had in two years as a 360 owner.
AoE @ Mar 21st 2008 4:58PM
Wow, that's super awesome! I would put the picture of bill gates up for sure, that's hilarious and cool all at once.
LesbianHam @ Mar 21st 2008 4:59PM
Ungrateful cunt.
"Fix" the repair process, and send that swag my way :D
Terrence Stasse @ Mar 21st 2008 5:02PM
I would have included the Bill Gates picture if it had been posted with the original article.
It would indeed have been funny.
nerrrrrrd @ Mar 21st 2008 5:03PM
Looks like Cortana is an apathedic 12 year old boy. Either way, cool story.
warholism @ Mar 21st 2008 5:07PM
what an asshat. that guy doesn't deserve any of that stuff they sent him.
Roto13 @ Mar 21st 2008 5:11PM
Good on him for not bouncing back with "OMG XBOX MICROSOFT IS THE BESTEST COMPANY EVAR!!!!" The customer support division of Xbox is run by hateful little monsters who do as little as they can get away with to actually help customers. Sending one guy an Xbox as a PR stunt isn't going to change that.
*waits to get thumbed down to hell*
ZEBRA NINER @ Mar 21st 2008 5:11PM
Hmmm... the signed pic of Bill Gates is kind of... yeah. However, all the signatures (including B. Gates) on the console is pretty cool. Now, if it was the norm for MS to go the extra mile that would be great.
Regardless of how the rest of us are treated, I think it's pretty awesome that they stepped up and made it up to this guy. I mean, they REALLY made it up to him.
VOS @ Mar 21st 2008 5:12PM
Why does Bill Gates sig look like a six year old did it? Does it normally look that crappy or did someone at MS thought it would be funny to sign his name?
arjun @ Mar 21st 2008 5:26PM
wow that was really generous of MS to do and i hope that MS support would take much more care if anything like that happened to anyone with such a priceless 360. It was very generous of them to give him so much stuff but it just shows you that not everyone at MS is that bad. It seems that from that long letter that the guy who cleaned all of that off was just being a n0b. Its great that MS actually did something about that.
mernmern @ Mar 21st 2008 5:26PM
No bitterness on my end. Nice move by MS and while the RROD is abhorrent, I will be getting mine back on the 26th, a mere 2 weeks from the date I sent it to them. I did not have to pay for anything and I managed to avoid customer service by submitting my request online. I have to tip my hat to MS over the fact that they are handling their problem rather efficiently and effectively.
AnOffday @ Mar 21st 2008 5:30PM
Holy crap. Enough is enough. Has Bill himself handed over the keys to his mansion yet?
todd @ Mar 21st 2008 5:33PM
Geeze guys making out pretty damn well.
BKB @ Mar 21st 2008 5:36PM
jackass kid, who else has ratty signatures all over their 360... this isn't a widespread "problem". he should paint over them with some weatherproofing stuff or something, not complain to microsoft. straight ungrateful in my opinion!
Timur Tabi @ Mar 21st 2008 5:36PM
I'm inclined to say that the signed picture of Bill Gates is the best part! Sure, at first it sound stupid, but I think it's kinda charming. I'd proudly display it on top of my Xbox.
dylan @ Mar 21st 2008 5:49PM
@ Roto 13 I gave you a thumb down even though I agree with your statement, because I didn't want you to be waiting too long...
Josh @ Mar 21st 2008 6:31PM
lol.. DUDE i want a signed picture of bill gates!
Eric @ Mar 21st 2008 6:34PM
can you guys just imagine how sweet that would be if it was an elite with a white sharpie or silver sharpie!
thats sweet, now he has to care packages!
eugene @ Mar 21st 2008 6:34PM
While I think it's admirable that he's looking out for all the other people with 360's that have been customized with art ans autographs... I really have to wonder how much of a wide spread problem this really is. I think most of us would just like to see a permanent and all encompassing fix for those of us who have to deal with the much more mundane issue of having our 360 PROD on us.
Eric @ Mar 21st 2008 6:36PM
Well eugene, the 360 is the cheapest made console on the market... the way it's put together and etc. They can't necessarily make the 360 a 0 percent failure rate, but the things they are trying are helping improve the poorly interior design and pieces of the 360.
Mauricio @ Mar 21st 2008 7:01PM
Bill Gates' Sig looks like crap cuz the man is probably used to signing with Mont Blancs and not 1/2 inch thick Halo Green Colored Anti-Wash Off Crayola Kindergarden Markers.
jacobmarsh @ Mar 21st 2008 7:02PM
Ok, I can appreciate that this guy is pissed his artwork was lost, but I'm kind of tired about hearing about his situation and all the stuff he is getting out of it. It seems silly that this guy is getting all this attention when I know alot of people have went through multiple repairs, hours on hold, dealing with the customer service people at xbox and still keep getting broken refurbished consoles mailed out to them.
His situation is kind of silly because you know that the console he just got back is just going to eventually break down again.
monkeymonkeymonkey @ Mar 21st 2008 7:58PM
holy crap. It was a blessing that they did this to his original console. lol
DJ @ Mar 21st 2008 9:22PM
he very lucky I hope he happy
Deck @ Mar 21st 2008 10:52PM
Hahaha.. Picture of Bill Gates with his Signature. That's great.
What an uber bunch of loot though! That is some nice swag!
SadisticHam @ Mar 21st 2008 11:18PM
Laughed IRL when i read about the signed autograph of bill gates. XD
Mr.ESC @ Mar 22nd 2008 12:15AM
I feel a bit angry about this I mean good for him but I still think this is pretty much publicity for Bungie/MS.
jacobmarsh summed all up.
I also feel this story is also a spit in the eye for most of us. Every Xbox 360 out there has their own “RROD”/ “My xbox is broken” story like the guy who xb360 got RROD 11 times and none of them got anything remotely as cool as this.
I mean congratz at least someone got something out of this but for me this is quite suspicious.
And yes the Bill gates photo is the best part.
Nick @ Mar 22nd 2008 2:44AM
With having to deal with 360 Canadian support, I want to find someone and bash their head in with a hammer.
They're the most idiotic, useless bunch of sods on the planet. I bought the upgraded warranty and have since realized I might as well have bought a kick in the pants.
I had a problem with my original AV cable. I called on January 25th.
I STILL DO NOT HAVE MY CABLE.
I called them back a week ago, and it took me, get this, 30 minutes to get them to realize that the A) Screwed up B) that yes, it was an AV cable and not the HDMI cable, C) No, not the HDMI cable, D) Yes, the cable that has the little switch, E) Yes, I'm getting picture, if I wasn't do you think I would be remotely calm? and F) get it to me, now. NOW. NOW.
In a nicer tone, mind.
If something big ever goes down with my 360, I'm going to open a can of whoopass on them, I will spare them no pain, all suffering will rain down upon their unholy spawns of support.
The fact that it sounds like I'm speaking to a brain dead Celine Dion impersonator doesn't help in the slightest.
Rob @ Mar 22nd 2008 7:06AM
This is great but if this wasn't such a high profile gamer, I bet it wouldn't have got half as much as attention.
Tapio @ Mar 22nd 2008 9:48AM
@Mr.ESC
Agreed.
If you get RROD you might get lucky and get some old MS game or 65mb memory unit.
This guy just got bunch of names wiped off and now he get`s all this free stuff?
How about some people who are already going through like 4th xbox and counting?
If someone blog`s this kind of stuff in some big blog and spreads it,it`s not suprise that ms will "pay you off" to be happy or just stfu.
So now if you get 360 failure(im already on my 4th) just spread the word and blog it
mrhammerstein @ Mar 22nd 2008 1:18PM
what an unappreciative ass. take your loot and get over it. mistakes happen and always will.
your not exactly ralph nader by trying to change the world by asking a repair center to change it's whole set-up on one mistake. it's not that big of a deal.
how easy would it have been for microsoft to do nothing?
Roto13 @ Mar 22nd 2008 1:21PM
"With having to deal with 360 Canadian support, I want to find someone and bash their head in with a hammer."
Canada and America have the same customer support. (Just sayin'.)
"If you get RROD you might get lucky and get some old MS game or 65mb memory unit."
You need 3 Red Rings before you get anything for it besides a month of Xbox Live.
"the guy who xb360 got RROD 11 times and none of them got anything remotely as cool as this."
That's because then they'd be calling attention to the fact that someone's Xbox can get the Red Ring 11 times. This guy with the autographs doesn't really have a story about how god awful the hardware is. This story can be spun to say "Oh, ho ho ho, this guy absolutely loves his Microsoft Xbox 360 because they're awesome and you should buy one."
Player1 @ Mar 24th 2008 12:02PM
I agree with all the others saying this guy was overcompensated while MOST 360 owners don't get crap for dealing with constant RRODs. I just send my third 360 in for repair for an RROD, so I will be on my fouth. All of the previous ones were brand new as I used an in-store replacement program. After dealing with replacing three consoles, and now not being able to access my downloaded games when I'm offline (or when live is down for a month again next Christmas) all I will get is a free month of live. That barely makes up for the time I'm paying for live while I don't have a box, let alone it hardly costs Microsoft a thing.
Now this guy has two 360s, and tons of free stuff, and most of us are still dealing with clueless customer support and sending in our 360s every couple months. I WISH somebody would erase some marker off my dead 360, but the reality is I will be lucky if they even fixed it properly.
gundamxzero @ Mar 24th 2008 6:27PM
That seems extremely ungrateful, its totally obvious the mistake has been noted and M$ has gone above and beyond the extra mile for customer service and now the kid has an xbox worth more than his original.
There is just no pleasing some people.