roberth Wrote:nope, it was sent of to microsoft, with specific instructions. whether it was repaired by M$, or by an external company sanctioned by M$ makes no difference...it was still the duty of M$ to ensure that it was kept in conditions requested by the owner...

Not entirely; my MBP's died many times, and I got it repaired at an authorized Apple retailer (and also repair-er's) and they screwed it up even more - is that Apple's fault? I E-Mailed Apple and they didn't do anything about it. Microsoft cannot ensure that all of it's authorized retailers can repair consoles as perfectly as you might have it repaired if you took it to 1 Microsoft Lane. They can't monitor all of the shops certified to repair 360's.

Comment from Digg:

Quote:I was told by an Xbox employee that the customer service guy clearly didn't understand the repair procedure, or he would never have told him it would be alright. It's not "Microsoft" that's to blame - it was nothing vicious and purposeful- But the call center should have been better informed.

All repairs and maint are done through a third party company, Jabil, in Renoysa, Mexico. They have a specific set of instructions that they follow assembly-line style, and one of the first steps in that is they scrub the unit down with rubbing alcohol and remove all stickers and so forth that are on it. Any letter with the console would have been disregarded since the workers don't speak English, and are much more concerned with keeping up with the mass amount of work to be done, because they can be fired very easily if they don't. Even in an unusual case like artwork and signatures, the workers have better job security just pushing it through like usual than stopping to ask.

In the long run, someone losing out on precious artwork is less damaging than someone losing their job.