Kotaku

almost seems too easy...

Luke, you are my best friend right now.

Seriously. Reading that has made my week so far. I've been searching for ages on how to play stuff on my new console without having to re-download it (Puzzle Quest is by far the worst to deal with).

Great -- I'm currently over seventy days since the relicensing was escalated. This story gives me warm and fuzzy feelings inside, since this guy somehow jumped ahead of me in the queue.

It still holds truth that if you complain enough you will get what you want.

I suppose this isn't for people who have replaced one out of warranty or upgraded to an elite tho. Just for the ones replaced through MS within warranty and not upgraded.

Everyone needs to test this out and see if it works. Because I do NOT like dealing with non-native English speakers about customer service issues. :\

Once again, as always, the solution is to bitch like hell and not let up until you get what you want.

@Grumps: Can't see the difference myself. You paid for the content, you should be able to use the content.

@ocalot: Amen. Unfortunately for me, most of my customers know this infallible truth, and will say or do almost anything to get thier way. You would think personal accountability...or, I don't know, SHAME would come into play at some point. But, no.

(BTW I'm not referring to this story...Microsoft should damn well pony up. I'm more or less venting about people. Free life lesson: don't go into retail management.)

lol perhaps "easy" is not the right words, but this will help cheer people up.

@Luke Plunkett: Don't I know it. Bought a nice new elite and can never use my content, it's tied to a system with an out of warranty broken drive. I will try this... I guess positivity is in order but I just can't seem to muster it for a company that tries to keep me from using virtual goods I paid for.

Does this mean that XBLA content is tied to the machine and not the XBOX live account it was purchased with? Is this true for PSN and WiiWare as well?

This is new? I should have wrote in about it then, sorry.

This happened to me in January. I called them up and they did it. They said it takes 30 days after you receive a refurbished console for them to transfer all the licenses, supposedly in case the new console is crap, too.

The problem has actually been solved. I just read about it on the xbox customer support page. On you xbox go to my account, and then download history. Click download again on anything that you had to be connected to xbox live to play before (for me it was about 10 arcade games). Now my problems are solved and I can play everything when not connected to xbox live. The only annoying part is that I had to search through 750 previously downloaded items to find my arcade games to download again but oh well it was worth it.

@psycoking: Live Marketplace content is tied to the Gamertag that downloaded the content and (inexplicably) the console which did the download. Post replacement, the Gamertag can only access the content while logged into Live, and no other Gamertags on the console can get to it at all.

Theoretically, Microsoft is supposed to 'relicense' the files to the new console. However, in some cases, the relicensing seems to be asymptotic behavior and does not occur in finite time.

Wow, way to report on this Kotaku. I discovered and reported on this way back in August of 2007.

Hit the link for a real news source.

[www.commandertim.com]

"RED RING OF DEATH, Console's hotter than a dragon's breath" can't get enough of that funny song.

I've just recently had my launch day 360 die on me -- in the middle of playing Condemned 2! I don't know if I can send it in to have it repaired, since Microsoft won't deal with P.O.Boxes. Just as well, I've been thinking about upgrading to an Elite for some time now. But is it true that this re-licensing is reserved for MS replaced 360's?

Also, I should add that I suck at complaining. I'm usually a push over, but I asked for this because of problems accessing content on different gamertags.

Why doesn't Microsoft make a console that works and they would have this problem.

@ocalot: ...and yet, they're still complete bastards about removing credit card information.

they really should just remove this DRM crap its more of a hassle to the people who really care than it probably would be to the people who want to rip it off

This was found and discussed by Commander Tim on his show in August last year: [www.commandertim.com] and picked up by Hawkes: [hawkes.pinkninjastudios.com]

Come on Kotaku, pay attention and stop recycling old news.

You could just play Ring of Red on the PS2 during your wait. One of the last CDROM based games for modern consoles! I came across this gem a while back discussing RRoD and wanted to share. ;)

[en.wikipedia.org]

Good old MS.

[img301.imageshack.us]

This isn't really news; I've known this for a while, and even did it... and I found it via old message threads on Xbox.com.

It has nothing to do with his complaining. The thing is, with Microsoft, once someone's DRM issues slip under the radar, the system makes it difficult for it to find it's way back into sight, if that makes any sense.

What I mean to say is Microsoft likes to lose track of these things and even if the customer calls and complains every day, the only thing they ever have to tell them is to wait for a call back that never, ever comes.

@I am ERROR: Your home probably has a physical address. :P It's all done by courier. If that's a problem, you can have them send the coffin and then your Xbox somewhere else, like your place of work or a friend's house. You should be able to get it all delivered to your home, though.

So... how is this console popular?

It breaks all the time, the content on XBL has DRM, and the only way to get your content back is to wait a whole month for them to swap it over?

Within a months time you could have already gone through another 360, and then what? Another 32 days while they transfer it?

@Grumps: Someone needs to let us know if this will work for upgraded (not repaired/replaced by Microsoft) consoles. I went out and bought an Elite because I was too impatient to wait for my original RRoD console to come back. I assume I'm SOL.

I got my downloaded content from my old console to work as soon as my console got back (First one to break down) The only time I mentioned it on the phone was once. My console took two months to come back though.

@Roto13: Thanks for the support. I'll see if I can work around this P.O.Box issue.

But those Elites sure look tempting... and I'm assuming far more reliable. Can we get our XBLA games re-licensed to a newly purchased 360, as opposed to a MS replaced 360?

This method has been available for months now, it just takes a LOT of phone calls and complaining. My co-worker managed to get his stuff transferred to his Elite when he upgraded, but only after a couple of months and eventually playing the "I work in a games store and will tell all the customers to buy a PS3 because MS have shitty DRM and customer service."

They helped him out quite quickly after that. They needed copies of all his receipts and stuff too, massive pain. (i.e. including the receipt for his original box).

I don't get what the problem is - why can't MS make this an automated system that you do with a form on xbox.com? Just don't let people move their content for 30 days after doing it. And maybe if someone does it a lot a flag could be raised and customer service could e-mail the customer and ask what's going on.

The way they treat their customers like criminals by assumption is really insulting, and probably means when Rock Band (eventually) comes out in Europe I'll be buying it for the PS3 that I don't even own yet. Sony's "You can download this five times after purchase" seems much more fair to me (I believe this is the way it works, correct me if I'm wrong).

@Kazzahdrane: This is typical MS I'm afraid. In a nut shell, they are control freaks and seemingly paranoid as an organisation.

For the record, I didn't really complain much. Three phone calls, the first two because they wanted to string me along on doing everything ASIDE from waiting for them to do their job... recover the GamerTag, redownload, etc etc etc.

It was only on the third phone call, when I expressly asked for a refund of points to rebuy the content, that they mentioned the relicensing and started that spiel.

The only reason I sent the story into the Consumerist is because I honestly expected it to be next year sometime before they got it fixed, based on everyone else's experience with it.

@Starsmore: Good for you dude. This sort of crap needs to be out in the open for all to smell. Don't let the bastards get away with it!

I spend about two seconds dealing with DRM. If a product I pay for Jerks me around at all I return it and pirate it.

With MS products I generally just save myself the time and pirate a working product in the first place.

good news this, Bought a new hdd, and have had my x360 die 3 or 4 times, and can never play my arcade games when i am home. Been wondering what I would do once i finish school and no longer have a sweet connection.

@Luke Plunkett:Luke, where's your indignation at Warhawk's DRM where you can't use your own game on another machine within 24 hours even when you are logged into your account? Or how about the fact you can only download PSN content five times total and then you have to pay again? As it is, MS allows potentially two copies of downloaded games and content running at the same time (one offline and one online). You can't say the same about a physical game disc. No DRM is perfect, but you seem to find an excuse at least once a week to post an article targetted at XBLM when it is no different than Steam or Gametap and miles better than what is used in Warhawk (and PSN IMO).

I just went through this a month ago. It's not that hard. They will, however, ask a lot a of dumb or pointless questions. Questions like, what your isp is, your router, wired or wireless, how long have you lived at your address, etc.

The problem for me was that I called and had them 'repair' my console (I actually got a new 1 and It only took a week) but when I called and asked to get the license transferred they acted like it was my first time calling them. They asked me for a new receipt number or exchange number to proof that I had a new console. I had to convince them that the new console came from them but it worked out.

You do, for whatever stupid reason, have to wait at least 30 days though. When I asked why I had to wait 30 days they said they had to contact the different parties involved with each market place item. Which sounds like a load of bs to me but whatever. Also, make sure to call if they end up not doing what they're suppose to in the time they say they will. I know a lot of people who'll just wait for MS to call them even if it's be 2 months and with no call.

this is not new
this is from
[www.xbox.com]

Important Information About Your Downloaded Content After Console Repair/Refurbishment

Notice to customers who have had their Xbox 360 consoles serviced by Microsoft: If you previously downloaded content from Xbox LIVE Marketplace prior to your console service, you need to connect to Xbox LIVE to restore the licenses for that content on this console. If you don't, you'll only be able to use that content when signed in to Xbox LIVE with the profile that originally downloaded the content.

To restore your licenses:

1. Attach your hard drive or memory unit.
2. Turn on the console.
3. Sign in to Xbox LIVE with the gamer profile that originally downloaded the content.
4. Go to Xbox LIVE Marketplace and select Account Management, Download History.
5. Select an item and then select Download Again.
6. Repeat step 5 for each item in your download history.

After you download your content again, anyone on this console can use it, whether you're signed in to Xbox LIVE or not.

License restoration will only work on the console as returned to you by Microsoft's service center.

If you need further assistance contact Customer Support.

MS is now automatically transfering licenses to replaced units. Mine was on the unit i got sent yesterday

I called and bitched up a storm the other day, talking to a supervisor. They asked me to write to Microsoft directly and try to get someone there instead. :( Not sure if thats legit (since the customer service seems to be in another country anyhow) or if I'm getting the run around.

As far as I understand this has always been the case...in theory. Unfortunately in my case, both times I have tried this - and spent ages on the phone with them giving them all my details - they have promised to "escalate" my case to a technician who'll sort it out and call me back. "Sometime in the next 65 days" as they put it.

Guess what hasn't happened both of those times. Yeah.

This function sould be implemented on the console, so the user be abled to unlock the data that legally own.

is there a chance this could work if i send in an email for said request, it may be easier and quicker...

32 days my arse, their customer service is the worst I've ever encountered. I'm over 90 days waiting just for them to delete my effing credit card details!

@TrettOff: No different than Steam? Sorry man, I've formatted and reinstalled my OS, I even bought a new machine, and Steam never asked more from me than my user name and password.

i barely had to complain, and this is what they told me they are doing to my xbox. I'm on day 15 or something, i dunno, i've lost track. Just waiting for the update to hit my console....

Too bad I upgraded becuase my system was craping out and I didn't want to wait for a crappy refurbished unit. So now I pretty much have to rebuy everything or just deal with it.

@psycoking:
I agree.
As much as I dislike "steam powered" games for masquerading as real hard copies on store shelves; I have to say(even as an avid "try before I buy" pirate) the DRM method they use(as un-pirate-able as it is) is still very respectable and consumer friendly.

There is something neat about being able to install and play my games from anywhere(with a high speed connection) on any (gaming)PC with only my user name and password. Their servers are fast to. That is why steam is posed to be the savior of the (non-MMO) PC gaming world.

I defy any fellow pirates to go pirate Half-Life 2. I did it once just to see if I could and it was a pain in the ass. Not at all viable for mass piracy.

+1 to Valve for properly maintaining the security their intellectual property without sodomizing their customers(for the most part).

@xvitium: Hmm, gonna have to try that.

What this really means is that Microsoft is perfectly capable of fixing this issue for everyone RIGHT NOW.

One can only wonder why they aren't.

I do not understand why they are not doing this for every replacement 360 BEFORE it is sent back to the customer. It really makes no sense. It's as if they WANT people to get screwed.

@Kazzahdrane: So maybe i'm not SOL after all, do you think I should start pulling strings as a newspaper game critic although I'm writing boardgames reviews I know the editor and could pass this story as custumers being cheated by Microsoft when they perform an upgrade to Elite.

Wasn't this known for a while now?

I have 2 consoles and some have rights to some games while the other doesn't, but since i'm always connected to LIVE I don't have the DRM problem.

But when or if it comes to a time where I lose all internet for more than a day i'll call up and cause havoc. And last time I caused havoc at the Support Center I got a free Xbox.

@FredQC: If you decide to tell Microsoft you are a newspaper game critic maybe you should put some punctuation in your statements because like I dont think they will believe you in your current state of writing and like a stunt like that would fall on deaf ears anyways because youd be speaking to a customer service rep in India that wouldnt give a crap or understand you at all.

Tretoff....honestly, I can't believe you're comparing an (admittedly lousy) hiccup with Warhawk, and a download limit to the 360 issue. I have never seen any real information on someone with a failed PS3 needing a sixth download to restore and being refused...part of that is probably due to the fact that the PS3 doesn't die quite as much as the 360.
Obviously I'm curious, but I would imagine (with as much data as you have, anyway) that IF you had a failed PS3 and needed a sixth download, they could reset the counter. You're right that most DRM stinks, but what we have here is an extreme interaction of a not-so-great DRM system tied to the hardware, and a piece of incredibly lousy hardware...sure, this DRM might not have been such a big issue and might not have gotten so much press if MS hadn't made the worst console in history in terms of reliability.
When my PS3 fails, and I find I'm out of downloads, then I'll gripe...but this DRM issue is uniquely MSs, and is far worse than other DRM because they made a lousy product (again, in terms of reliability).

@Amsterdaam - KEEP SMILING: Well i DO write a boardgame critic every other week and my wife is writing it the week when I don't write it. It is published in La Presse, a french canadian daily newspaper that has 1 milion daily print, and customer horror stories like these are a great topic for any newspaper. As for my writing maybe you could have guessed it but english is my second language, I'm a native french speaker. So I try my best. ;-)