Red Ring Follow-up

What an adventure these past few days have been.  As if trying to recover from a RROD was not enough, then I had the distinct pleasure of running into a brickwall concerning Microsoft’s licensing and their DRM for purchased and downloaded content through the Marketplace on the 360.

Once I set up the 360 and ensured that I was able to log in and launch a game, I proceeded to check on the downloaded content that I had previously purchased and placed on my system’s hard drive. The content was still intact and I was able to access it. That was, however, until I logged off to check the arcade games. As expected, the arcade games would only play in trial mode.  I knew that this would happen because content purchased is tied not only to the gamertag that purchased it but also the console id it was downloaded to while signed in.  Armed with this information, I set out on a frustrating excursion to remedy the roadblock thrown up before me.

This past summer, Microsoft bestowed upon its website a DRM tool that allows you to transfer all licenses on other consoles you logged into and purchased content on to a single console id.  However, for whatever reason, the tool would not work for me and I could no do a transfer of licenses through the website. Generally you should not be buying content on another console, but people will do so when visiting friends, or using another persons console for whatever reason.  The issue with the DRM is that if you have a console fail on you and get it replaced, all of your purchases on that defective console are tied to that console id. On your replacement console, you will not have the licenses and only be able to use that content while signed in.  Normally I use my content while signed in as I admitted in a previous post that I am all about the achievements.  However, there are times when I wish to game in silence or allow a friend to play one of the arcade games I bought signed in with their own profile or while not logged in at all. Because of having my console replaced, this option was taken away from me.

All said and done, it took me 6 calls to Microsoft to have the issue straigtened out. The first call was to report the problem. While on hold to be escalated to their higher up support desk, the call was disconnected. Call number 2 was able to get me in touch with a supervisor that took down my information and let me know that my issue would be investigated by yet another part of the helpdesk and that I would receive a call back or an email with status.  A day went by with no email or call. So, call 3 was to check on the status and I was told that nothing had been updated and there was no status to report.  Cal 4 actually came in from Microsoft. They asked me to fax over some information from the old console and the new console as well as a copy of the receipt showing the new console serial number.  I did as asked and again waited.  The next day I received call number 5 from Microsoft advising me that my request to transfer the license was denied because I upgraded my system and because I did not provide an exchange receipt.  After running around in circles explaining my issue to the person on the phone, a highly frustrating experience because the helpdesk is not located in the USA, I ended the call quite upset.  The next day, I called in again to open a new issue. I explained that I was unable to use purchased and downloaded content while offline because of DRM. I explained that I had a 360 Elite system that had a 3 red ring hardware failure and that I had the console replaced by Best Buy and received a 360 Elite system in return. He asked for the old console id, new console id and new console serial number. He then stated that he would start the process and that I should receive an email or call within 5-10 business days letting me know when it was completed. Two days after that call, I received an email message that stated my request was completed, all licenses were transfered to my new console id and that I woul have to download all content again to have the licenses refresh. So, many hours yesterday going through my purchase/download history and I am completely squared away with DRM and can use my purchased content on or offline.  Phew.  If only the first call had gone that smooth.

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