I bought an xbox 360 in march last year which has mainly been used as a media centre extender but has also been used to a play a few games (predominantly many hours on GTA5). It is hardwired but despite this the xbox live connection has always been very intermittent so all game progress was saved on the local hard drive so they were always accessible.
Various things stopped working on the xbox before Xmas and when looking in the settings there was no gamer profile listed and the contents of the memory storage for everything was empty and but it said the memory unit was full and attempting to copy things from it did not work. I spoke to an Xbox rep via live chat for over 2 hours, mostly spent trying to install updates despite my repeated explanations that there is obviously something wrong with the hard drive (which he finally ,after 2 hours, accepted although i had to go out as it had taken so long so had to go through it all again when i called back later).
Unfortunately i was away for a month and have just tried to return it but it's expired. So i spoke to someone on live chat again who deleted the request and asked me to do it again online (including manually typing every option the website provided into the chat window so she could tell me which one to pick as the one she suggested didn't exist). After finally finishing the request the system errored. So she got someone to call me and go through it (which required explaining the problem and discussing troubleshooting yet again).
I have now managed to get another return request authorised and am waiting for the label to send it in.
My big concern is that all of my gamer progress will be lost. I've hardly ever played any games apart from Red Dead Redemption (completed) and many, many hours on GTA5. The lady i spoke to on the phone said i could redownload all progress when i received the replacement console even though the game progress was only stored locally. When i pressed her on this she spoke to somoene else and confirmed this was wrong and the likelihood was everything would be lost. I asked if they would try and retrieve it but she said she didn't know and she'd add a note onto the account but it was unlikely. At no point has anyone i've spoken to seemed apologetic about this, they just keep telling me if i stored the games in the cloud then this wouldn't have happened which is certainly not helpful at this point after it's all been wiped.
I asked for the complaint dept details and she said that they don't accept emails and a letter should be sent to: Microsoft Campus, 10 Valley Park, Reading RG6 1WG! She also suggested i added a post onto these forums so here i am!
Whilst i appreciate all hardware is prone to failure i find it amazing that in less than 9 months with very little usage the internal flash drive has corrupted in some way and lost all of my progress. Due to the phenomenally unreliable connection to xbox live and the cloud (all other internet devices in the house work perfectly and consistently) i was unable to save them on anything other than the local drive so didn't have any other option.
It seems crazy to me that Microsoft do not make it very clear that you should either use the cloud or manually backup your game progress regularly (i stupidly thought it did this through xbox live automatically as when i logged into my account it showed all my awards/percentage complete etc).
What makes it worse is dealing with xbox support is like a nightmare, each time you speak to them you have to give them the same info again and again, even if it's already been discussed and is listed on the account. And they do testing based on things that cannot be the problem. The rep earlier asking me to manually type every option listed on their own website into the chat box so she could see them is a great example of the insanity!
I find it even more insane that the only way to complain is to send snail mail given this is one of the largest tech companies in the world. I can only assume this is an attempt to prevent as many people as possible from complaining, why on earth is there not a complaints email (and if there is how do their staff not know about it)
Is there anything i can do to get my game progress back (which is all that really matters at this point), or are these all lost and this is just a lesson for next time? If any MS reps are here I would love to hear if there is any possible solution and whether or not you think this process is acceptable for a nearly new xbox that hasn't been used very much?
I will stop ranting now as I don't think this will achieve anything but had to give it a go!