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Gamers Complain "Dead Rising" Fatal to Microsoft Xbox

Microsoft Blames Software, Software Publisher Blames Hardware

By Joseph S. Enoch
ConsumerAffairs.com

September 16, 2006

Xbox • Microsoft To Spend $1 Billion On Xbox Repairs • Microsoft Extends Xbox 360 Warranty to One Year • Angry Xbox Owners Signing Recall Petition • Gamers Complain "Dead Rising" Fatal to Microsoft Xbox • Gamers Say Microsoft Understates Xbox Problems • Xbox Failures Irk Gamers • Class Action Charges Xbox Overheats • Problems Plague Xbox 360 Users • Xbox Midnight Madness Casualties • Consumer Complaints • Power Cord Recall

More Microsoft Xbox 360 users are complaining that the system is crashing, especially while playing Capcom's "Dead Rising" video game.

In late August, ConsumerAffairs.com had received 40 total complaints about the console's failures. In the two weeks since then, the tally has soared to 69.

Many gamers on message boards and blogs are saying Dead Rising, Capcom's graphic intensive zombie game, seems to be the catalyst in the console's failure.

"I purchased an Xbox 360 video game console and it worked great until the moment I put the game Dead Rising into my Xbox 360 video game system," wrote Eldridge of Yucca Valley, Calif. "It caused the system to overheat and to stop working correctly. When I contacted Xbox tech support, they said that they were well aware of the game Dead Rising causing problems and that a downloadable fix for the game was being worked on."

ConsumerAffairs.com contacted Microsoft's public relations company, Edelman, and did not get the same response. They responded to almost every question with: "Contact Capcom."

"Capcom has offered a statement regarding this claim; we suggest you contact them," wrote the Microsoft spokesperson from Edelman who requested anonymity in an e-mail.

Charles Bellfield, Capcom's Vice President of Marketing, said they are aware of the problem but said they never have put out any official release or statement regarding the game's failures.

"We have received about 200 complaints," he said.

Bellfield said it is a hardware issue with the Xbox.

"If it was a software issue, it would be happening to all the games," Bellfield said. "We developed the game within Microsoft guidelines and restrictions. Although it is a highly immersive game, Microsoft tested the game for the system and approved it. ... I want to make sure people get the true story on what's happening with their systems."

The game, which was highly anticipated, has sold more than 500,000 copies meaning about 25 percent of all Xbox gamers own it.

Dead Rising or not, the gaming console appears to be overheating and failing at a much higher rate than the 3%-5% figure Microsoft is clinging to.

"After barely playing the console for 2 months ... the "red rings of death" appeared," wrote Eric of Richmond, VA. "The three red lights on the front of the console mean that it had an internal hardware failure."

Just as in the Dead Rising cases, a Microsoft technical service representative told a consumer in late August that Microsoft was aware of the problems.

"In November of '05, I purchased an Xbox 360 for $399.99. My son and I played this console until January of '06 (when) the system crashed," wrote Scott of Kenton, Ohio. "I contacted this company. In response they stated that they had a bad batch when they first came out, ours included. They proceeded to send us another one after we sent the bad one. Then on August 23, 06 the system crashed. ... Then they proceeded to say we need to send it to them and pay 129.00 for them to look at it."

Once again, a Microsoft spokesperson from Edelman had a different story than Microsoft's technical representative.

Jason Michael, Edelman spokesperson for Microsoft said he could not confirm or deny that there ever was a bad batch. He repeated three times that, "As far as I know, the great majority of Xbox owners are having a great time."

While ConsumerAffairs.com had Microsoft's attention today, we decided to ask them one more time why so many Xboxes are failing.

"The vast majority of Xbox 360 owners are having an outstanding experience with their consoles," wrote the Microsoft spokesperson. "Each incident is unique and each customer inquiry is handled on a case-by-case basis. Microsoft prides itself on excellent customer service, and we encourage anyone with a concern about the functionality of their Xbox 360 to contact us at 1 800 4MY-XBOX."

Bellfield suggested consumers follow Microsoft's guidelines to ensure proper ventilation and that if anyone is having problems, they should contact Microsoft. As you'll recall, Microsoft's advice is to contact Capcom about Dead Rising problems.

Maybe someone should build a version of "Hot Potato" for the Xbox?

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