Because I believe that everyone should be aware of the mind-boggling headache they will encounter when they contact Microsoft for a repair issue concerning their Xbox 360, I have decided to blog my experiences that I have had since I contacted them.

Middle of January.
I contact Microsoft concerning my 360 scratching my game discs, I am asked if I am bumping the xbox 360 console. I respond with the answer of, "my 360 sits in an entertainment center, I use a wireless controller (wireless guitar for Guitar Hero) and there is no way it is being bumped. I am the only person to use the system in my household, and the dark circular scratches are not caused by me."
We go through the process to create the RMA to send in my xbox 360.

2 weeks go by. It is now the beginning of Febuary. I follow the instructions and ship off my xbox 360. Making sure not to send in the Hard Drive, or a controller.

Around Feb 26th.
Yippee! My xbox 360 has arrived. Double checking it over, I realize I have received a refurbished system. No complaints as long as it works the way that it should. So I hook it up, and start gaming away. I have noticed that the games seem to freeze more frequently now on this system, but the games are not coming out with the scratches... Im willing to deal with this issue for now.

Feb 28th.
Having discovered my 360 will not run my old downloaded content without my gamertag being connected to Xbox Lives service, I contact support again. After the troubleshooting steps of deleting content, re downloading from my "Download History" found in "Account Management" I am told of DRM (Digital Rights Media) and how it works. Essentially all my content was tied not to the Hard drive, but to the old xbox 360s serial number. Where they had to replace the system, the serial number changed, and the rep will have to submit a ticket to his supervisor to start a 30 day process to change the old serial number to the new. So for now, I will have to be connected to Live in order to access my content.

Mar 31st.
After giving my current problem a couple extra days to be worked out by Microsoft, I test out to see if my content once again is tied into my Xbox 360. So I delete some content, repeat the downloading through "Download History", unplug the internet and notice the content still does not work.
After a call to Customer Support, and being hung up on the first time (happened while he was accessing the trouble shooting number), I am told that the supervisor submitted the ticket 9 days after he received the escalation. I have worked Customer Service before so I understand how this goes, I thank the rep for his work, and told him I will wait 9 more days before testing it again.

April 14th.
After, again, waiting a couple of days to make sure the problem still persisted with all my content that had been downloaded, I contact Customer Support.
1st try I am hung up on as the rep pulls up the notes off the reference number.
2nd time I am again hung up on as the rep reads the notes found in the reference number.
3rd time I get someone who pulls up the reference number with me on the phone, he advises me that there is unfortunately no set time for my issue to be resolved. If he was to transfer me to a supervisor, I will be told the same thing as they both cannot access anymore notes, it is in "Microsoft's hands now". However I will receive a phone call after it is all taken care of.

Now I know if you google DRM xbox 360 you are flooded with issues like mine. they all relate to the same issue. I love my console, I love the friends that I have on live. My biggest concern is when you see headlines that it has a 40% fail rate, and when people like me who have spent a lot of money on the download content they have made available to us, it just feels like to Microsoft that they have their money, and really do not care about me, the consumer, after it is all said and done. I am asking if any of you too have had this issue, or are currently going through it, to please let me know. Hopefully if we can raise more of an outcry as a gaming community we can receive a resolution to this issue. I will keep you posted as I will still continue to call up and check on the status of my issue, and hopefully it will have a happy ending.

-Munkee x
(http://360repairwoes.blogspot.com/)