Why is my Xbox 360 broken and why can’t Microsoft use email?

For the record I would like to state that I think Microsoft’s Xbox 360 is a groundbreaking machine for many reasons. Anyone who experiences Xbox Live to its full potential instantly gets a view of the future. A future where one of your best friends could live on a different continent. A future where children can’t play computer games anymore because their parents are hogging the family console. For a person who works in the viral games industry it is like finding a Holy Grail.

However, mine is broken. And is not just mine. The four people I personally know who own an Xbox 360 have all had the same issue - Three flashing red lights on the front in every position but top right. One broken machine. Design fault perhaps?

So you may think that Microsoft are getting good at solving this issue. They seem to have had plenty of practice. Therefore why can’t they help me?

I’ve phoned customer support four times now (weekday mornings as phoning past school closing time is like trying to get through to the Queen) and they have promised to send me an email with instructions on how to send my console to be repaired. Four times this email has not appeared. I’ve checked our firewall and spelt out my email address so precisely a monkey on Mars could get it right. M I K E @ 4 (number 4) T (letter T) 2 (number 2). CO . U K.

So my question is quite simple. Why can’t Microsoft send me a simple email? If a representative from Microsoft phones my mobile – 0044 7976 624855 – I’ll take you through the process if it helps. I’ll not even put you on hold.

I want to be nice about your product as it is extremely good when it works. Please restore my faith.