I am one of the many that have experienced the dreaded RROD on my Xbox 360. But my overall experience with the Xbox support hasn't been too bad. I shipped my bricked Xbox 360 over to Microsoft in the beginning of July last year after I got the return box from them. I would like to add that I think it is great that Microsoft extended the warranty for defective Xbox 360s that suffer from the 3 flashing red lights to 3 years. My Xbox decided to die 2 months after the already extended warranty expired so I would have had to shell out about $140 to send it in for repair.
The turn around from Microsoft was a lot quicker then I expected. I had a knock on the door from UPS just 12 days after I shipped it out. I tore open the box like a little kid at Christmas and found that they even returned my Guitar Hero II disc that I like to say that I couldn't get it out of the system, but in reality, just forgot that it was in there. The first thing I did was look at the serial number on the back of the system, because I didn't forget to write down the serial number, and the numbers didn't match. So I thought that this was great, I got a new system... And it was great, until I tried to play an arcade game that I downloaded and purchased before I received the new system. The games are tied to the other system and only work if I am connected to Xbox Live. I am also not the only person to have this issue either.
Since I am usually connected to Xbox Live anyhow, this wasn't much of an issue for me. Until my internet connection goes out... Well, that happened a couple weeks ago and reminded me that I needed to call Xbox support to get this issue resolved. The people I spoke with were very friendly, even to the point of just making "small talk" on what games I play, and the genres of games I like, while the support person was waiting for some information on their end.
I was on the phone with Xbox support for about 30 - 40 minutes and we tried everything in the "handbook". I don't really know if there is a handbook, but since I spoke to two different people and they both had me do basically the same things, I'm guessing there is some type of protocol in place for this issue. Once that didn't work, I was told that the issue would have to be escalated to upper management, which I thought was a little funny, because the first person I spoke to "escalated it to management" when he couldn't resolve the issue. I was told that within 30 days the issue would be corrected.
Just minutes before I started this post, I received a phone call from someone from Xbox support. They called to tell me that my issue has been resolved and that all of my downloaded content has been updated to work on the new ( now almost a year old ) system.
I really didn't expect that they would call me to notify of this. I just thought I would have to check if I could use the content when disconnected. So I think this is another example of Microsoft taking the extra step for its customers. Are there things that could be done better? I am sure there are, but my intent was to point out the good experience I had with Xbox support.