130°

Microsoft Forgot the Golden Rule: Customer Service is Everything

Gi - It’s not the fact that Microsoft decided to take the Xbox and turn it into a device that requires a constant and consistent Internet connection. Nor is it the fact that Microsoft has begun to focus more on partnerships and applications than actual video games. The $499 price tag, along with the digital rights management technology that Microsoft was going to utilized and has since flip-flopped on the issue has caused many grumbles among gamers, but that too is not the problem with Xbox One. When all the grumbles and groans silence, the true problem is clear. The problem with the Xbox One is Microsoft.

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gamingillustrated.com
Godmars2903940d ago

Are they even aware of such?

Mr_Nuts3940d ago (Edited 3940d ago )

Of course...however they just see us as massive dollar bills that don't speak

http://25.media.tumblr.com/...

MicDude3940d ago (Edited 3940d ago )

That's any business bud, you all treat Sony like they are Saints. The fact of the matter is they made the right decisions; there is no doubt in my mind about that. However, Sony made those decisions because they see it as the best way to positively affect their bottom line.

If you disagree please explain why.

Godmars2903940d ago (Edited 3940d ago )

@MicDude:
There should be more than enough examples of how MS and Sony are different companies. That one tries to give you your money's worth for buying their product, while the other wants more of your money to use the product you bought from them.

It really shouldn't take more examples than that, but then you refuse to see any flaws in what MS does.

Sayai jin3940d ago

Godmars are you speaking of MS and Sony companies as a whole?

Godmars2903940d ago

@Sayai jin:
of course not. Sony has their instances of trying and succeeding at screwing over consumers, and MS has done some honestly good things.

It just that as far as gaming or their media box initiative, ill-will and misrepresentation seems to pool around the Xbox division.

MicDude3940d ago

@Godmars290
First, did I ever say Microsoft wasn't flawed? No. What I'm saying is Sony looks at customers the same way Microsoft does. We are all looked at as potential profit. All businesses exist for the sole purpose of making money,and you are naive if you believe otherwise.

Remember a few years ago when the PS3 was announced at a launch for $599 and they basically told people to 'get a second job?' It was a disaster. Microsoft is going through the same shit now. Microsoft has begun to correct mistakes by removing the DRM and putting a fresh face in charge (Give her a chance) They will rebound from this just like Sony did.

If I am wrong and fanboyism and stubbornness kills the Xbox then you can say bye bye to gaming consoles as a whole because there will be no competition and no reason to innovate. Competition is what drives a company to make awesome product because they could potentially lose profit to competitors.

Mr_Nuts3939d ago

Why is it people like MicDude who defend the crap out of MS have only joined this site in the past few days

Godmars2903939d ago (Edited 3939d ago )

@MicDude:
I said you refuse to see flaws, and you do. To you MS and Sony treat consumers *exactly* the same. And yet where MS does something like XBL and puts all of its features behind a paywall forcing a Silver account to buy Gold if they want to use Netflix on the system, on the PS3 anyone can use Netflix without any additional fees. That's why the service is more popular on the PS3 than 360, the PS3 is reportedly by Netflix themselves the most used on the PS3, despite at one time the 360 had the service exclusively to itself for almost a year. Despite the 360's over 20 million install base advantage in the US.

Likewise the PS3's $600 price was a balance between the 360, and standalone Blu-ray players which at the time cost around a $1000.

Meanwhile with the 360, there was smoke and mirrors BS that it was far cheaper. The Arcade SKUs which required overly expensive, MS-only, HDDs. MS bemoaning the future-proofing of Blu-ray left and right while they're still implementing changes to how installs are done from DVD which only inconvenience some 360 owners. Ones who bought Arcade SKUs and systems with small HDDs. And the XB1, as it was and even as it is, does worse than inconvenience some consumers - it outright excludes them.

Were MS to leave consoles now as they look more to their needs than consumers and even the industry as a whole, it would be a good thing. Sony learned their from their mistakes with the PS3, which really had nothing to do with the price, and Google Apple and even Nintendo can give them the good kind of competition which all need to make good games.

Not the bad kind that created achievements and trophies, which artificially lengthen games while often making playing them chores rather than fun, or has born such division among gamers as these past few console gens.

Edit:
Screw you for making me write all this crap, cause you're not going to admit to any of it!

Sayai jin3939d ago

@Godmars290 - Oh ok. My question was for clarity on your comment not trolling. thx

MicDude3938d ago (Edited 3938d ago )

I honestly don't know why I try. In a nutshell I got labeled a fanboy for not bashing the Xbox and questioning your loyalty for Sony instead.

The Xbox and Microsoft are far from flawless. The rewards system is garbage. Games on Demand are overpriced. (I don't buy them unless they are on sell.) More should be offered with the Gold Subscription like discounted DLC and games, or maybe a Netflix of Hulu subscription included, and those apps should not require Gold to access those apps. So yes there is plenty of room for improvement.

Screw this shit. Complete waste of time trying to debate with others who refuse to see the other side of the argument.

+ Show (6) more repliesLast reply 3938d ago
3-4-53940d ago

They thought they had more leverage than they really had and became arrogant about it.

What happened after proves they aren't as smart as they think they are.

When somebody offers another option, people then have a choice.

I'm a huge Xbox fan but I'm not sure I can buy the next one. I have a feeling more RPG's will end up on the PS4 and that is kind of what I'm interested in playing.

I already play FPS and sports games those will be on both Consoles.

Urusernamesucks3940d ago

What aload of crap,

The golden rule is income. It applies to everyone.

iceman063939d ago

You have confused the ends with the means. Every business is out to make profit (as income must be balanced with operation cost and risks). However, the means to that end is that consumers must be satisfied or there will be no profit. If what you are supplying is not being demanded by consumers, then the value of your supply and eventually your company will drop and you will be forced to either create a new product or close up shop. So, in essence, the Golden Rule of business really is about customer satisfaction.

Urusernamesucks3939d ago

^^exactly the only motive to satisfy your Costumer is to get their money. The main goal has always been income. I Don't know a Business that only wants laughing and cheerful Customers without getting their hands on their pokets.

Insomnia_843940d ago (Edited 3940d ago )

They didn't forget, they know! They just don't give a f*** as long as it gives them money, isn't that clear enough with the 180 after seeing the pre-order results? If selling you a faulty product in 2005, the recent XB1 mess, the constant lying and misinformation like the snap thing and "game sharing" is not proof enough, then I don't know what is.

CalibriSerif3940d ago

I'm happy that gamers have united and taught Microsoft a valuable lesson in customer care. I forgave (and forget) them about RROD fiasco but this time, they won't get away with their greed. I am for PS4 this generation and they have to convince me again how to trust them (NSA, kinect spy, etc.)

shorty74a3940d ago

Be happy that their is a choice. Having Microsoft and Sony around is good for gamers. They keep price in check.

Axonometri3940d ago

In USA? CS is all bit dead in US. It goes hand in hand with majority of public curtesy. 25% people have traditional values... 1% upper businessmen have a sole.

Fireseed3940d ago

O% of these statistics are authentic.

videogames3940d ago

exactly and that why they are failing.Bill Gates Era was all about customers, but now Microsoft only see money not gamer's, not there products and rules.

Show all comments (34)
280°

Microsoft’s Surface and Xbox hardware revenues take a big hit in Q3

Microsoft just posted the third quarter of its 2024 fiscal financial results. The software maker made $61.9 billion in revenue and a net income of $21.9 billion during Q3. Revenue is up 17 percent, and net income has increased by 20 percent.

Read Full Story >>
theverge.com
darthv721d 6h ago

Xbox content + services up 62% while hardware down 31%... seems about right with the way they tout you don't need the hardware to play. People can play on their phones or smart tv or other means. I don't hardly play on my consoles directly since getting devices like the logitech g-cloud and ps portal. Which is to also say I have been playing more digital than physical because of these devices.

solideagle17h ago

you should apply in MS PR team buddy, I think you will do a great job in my humble opinion :)

Sonic188115h ago

I thought darthv72 and Obscure_Observer already work for Microsoft 🤔

dveio14h ago

MS: "Xbox services and content without AB up 1%, with AB up 62%. Hardware down 31%. In total a loss of 350 mill."

darthv72: "Seems about right."

MS: "Excuse m ..."

darthv72: "I don't hardly play on my consoles directly."

MS:

Lightning7710h ago

What he said was facts. How he plays games is no concern of you. Don't get too mad about it.

Cacabunga17h ago

I can tell people like you are an absolute minority..

If service is up means their fans and fanboys accepted this model and subscribed to it. The near future you will see a big decline because the service is saturated.

darthv723h ago

to you it may seem like the minority... but your bubble is shrinking because more and more are following suit. convenience is a hell of a drug and its also why physical sales only amount to 30% of overall game sales. times are changing, you either get with them or you get left behind.

shinoff218316h ago

But that's been ms for years. When things aren't going their way they try to change the way things are said. For instance console sales are down, they stop telling how many sold instead telling us how many hours spent in halo or headshots. So it makes sense console sales down just say people are playing on more devices then previous. What they won't say is how many xbox players jumped ship to ps5.

Cacabunga15h ago

Hardware sales are so bad that Sony and Nintendo are blowing the sales off the water with their hardware.

If Xbox are losers, others aren’t..
Xbox already tried everything with Xbox live then subscriptions went down so much that they had to find something else. Their fans subscribed then reached saturation rather quickly.

Hardware and exclusive games is where it’s at! Keep gamers excited, announce decent software and people will support you

itsmebryan11h ago

@shin
Well keep it simple Sony 's operating income is down 26% and Microsoft's is up 32%. No MS spin there, just facts. 😉
Cheers

S2Killinit4h ago

MS is after diminishing consoles as a medium. They want to destroy this market because they couldnt win. MS’s vision is to dissolve console gaming.

romulus2310h ago

Odd that a company that touts you dont need the hardware to play is already touting another console in the works.

darthv7210h ago

They are not reliant on the HW but still want to maintain a presence (no matter how small) is a good thing. It shows commitment to the craft. It reminds me of SNK and how they made games for their own hardware (Neo Geo) while also making them for others because they knew there was a market to do so. They knew they would sell more to others but also sell to their own niche fan base.

TheEroica3h ago(Edited 3h ago)

Perfectly reasonable post down voted by insecure corporation friendly folk.... But not gamers. Real gamer want accessibility and ease of acquisition for all.... Company shills are the only ones still telling us that hardware locking people from games is good for us.

+ Show (3) more repliesLast reply 3h ago
purple10120h ago

Xbox hardware revenue tanks to lowest point of Xbox Series generation

Profchaos19h ago

I'm not surprised surface is struggling they aren't relevant anymore

DOMination-9h ago

In the last two years they've started exiting the consumer market altogether. All of the newest Surface products are business models only. They can't seem to work out what they want to do with it.

XBManiac18h ago

Too expensive hardware when others offer the same or more for less? Good work, Green Team.

SimpleDad18h ago(Edited 18h ago)

"Despite some early successes for Xbox games on rival platforms, Xbox hardware is down by a massive 31 percent this quarter."
"Without Activision Blizzard, Microsoft’s overall gaming revenue would have actually declined this quarter."
"Xbox content and services would have only been up a single percent without Activision Blizzard..."
"It looks like next quarter is going to be a similar story for gaming at Microsoft, too."

That is crazy... so A/B/K is carrying the whole Xbox gaming.
Oh and Microsoft will be fine. Windows, Office and Cloud are growing with each pc purchase.

purple10118h ago

Activision: "we gonna need a bigger rucksack/backpack please"

Microsoft: "why's that"

Activision: "to carry yo' weak ass'

Profchaos17h ago(Edited 17h ago)

Top brass have also wanted to start seeing returns on the 100 billion they have put into various Xbox related moves so seeing more multiplatform games is highly likely especially from abk

It's basically saying that PlayStation is the reason Xbox is afloat right now thinks to Ps5 versions of COD

Kornholic16h ago

So basically PS and PC gamers' money is keeping Xbox on life support.

MrDead9h ago

The only growth MS will get out of the console industry is if it supports it's rivals platforms. Xbox is a pointless machine now. I can see them on a big push for live next, and they won't give up on trying to buy Steam.

+ Show (1) more replyLast reply 9h ago
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300°

Microsoft Seemingly Closes Bethesda France

As part of its plans to cut 1,900 jobs, Microsoft has reportedly shut down operations at Bethesda France, letting go roughly 15 people

Read Full Story >>
insider-gaming.com
Hereandthere2d ago

Microsoft should have left them stay 3rd party

GamerRN2d ago

If they are let go, they can be whatever they want. They ARE 3rd party now... 🤦

Barlos1d 22h ago

Yeah, they're also jobless.

GamerRN1d 15h ago

They can form a company if they want, they are just as jobless as if "Microsoft had left them as 3rd party".

peppeaccardo1d 17h ago

"MIcrosoft leaves Bethesda do what they know how to do best" ... close! Oh the irony ....
(Citation from a week old article)

ChasterMies1d 13h ago

I think Microsoft and other game publishers are letting people go because they think ai will replace them. Doesn’t matter how much profit they make. They were always going to be let go.

PassNextquestion2d ago (Edited 2d ago )

Bethesda France was made up of roughly 15 people... they couldn't of being doing much

Bethesda France mainly did publishing and marketing within the region

blacktiger2d ago

that's a shame for you to say that, i'm sure Elite loves hearing what you just said.

Mr Logic1d 11h ago

What a stupid thing to say. The elites give 0 fucks what we say on an obscure website in the comments section.

Crows901d 10h ago

You can always reach out and give them jobs at your company man. Don't wait

blacktiger7h ago

You own nothing snd be happy. I'm sure you heard that

Profchaos2d ago (Edited 2d ago )

Bethesda France focused on publishing and marketing in the region. And 15 people lost their jobs as part of the closure.

I wonder if this is part of Microsoft's strategy to abandoned physical media or possibly gamepass advertising makes their roles redundant you don't need to market a game as hard when the majority of players get the game as part of a sub which already promoted upcoming games

Tacoboto2d ago

It's France too, there's a high likelihood only 1-2 people on the team even had an Xbox.

Profchaos2d ago

Possibly guven all the leaks we know the Xbox brand is really struggling in the region.

Yi-Long1d 23h ago

Well, if your consoles and games are barely found in any stores any more, of course you're gonna struggle finding consumers ...

XiNatsuDragnel2d ago

Tbh Microsoft I think Bethesda being 3rd party same with Activision would probably more competitive than thus scenario imo

Profchaos2d ago (Edited 2d ago )

I think it would have been better for all parties really especially gamers

TheColbertinator2d ago

The recently purchased Activision French offices might take over all the licensing and marketing for Microsoft in France from now on.

Show all comments (23)
280°

Xbox's Preservation Step Sets A Much-Needed Example, Especially For Nintendo

Hanzla from eXputer inquires: "If Xbox can care about preserving its games and legacy, what exactly is wrong with Nintendo, trying to kill game preservation single-handedly?"

purple10113d ago

Ahh yes the good old game preservation of saving all your games to a removable hhd on the Xbox 360, taking it round your mates house, setting up multiple tvs to
Be met with “save data corrupted, please re download”

Or how about removing 360 games
From the store
, download them now or else, and, better hope to god that save data doesn’t corrupt, or it’s lost for ever

Nice one ☝️

Zeref12d ago

It's better than what Nintendo and Playstation is doing. It might not be perfect but at least they are TRYING. Unlike the others.

DarXyde12d ago

Trying? Take off the blinders for a moment, mate.

1. A failure to preserve games is just that: a failure to preserve games. Don't try to sugarcoat it: NO ONE is doing it properly. Better than awful is nothing to write home about.

2. At the time of this comment, isn't it the case that you need an internet connection to play Xbox games even if you buy physical discs that are hardly in circulation anymore? I don't have a Series X and I can't verify, but I think that is correct. I'm fairly certain you can at least play PS5 games at version 1.0 (not much of a win really when many games require day one patches). I think Microsoft's all digital, licensing approach is by far more aggressive than anyone else's. They really try to push you to game pass where you lose your entire library by umm.... Skipping a month of payments.

I don't think anyone is doing it right whatsoever. Don't get me started on Nintendo, who goes after anyone looking to preserve their games better than they ever would with extreme litigation.

Don't be a simp for any of these companies. Get it together.

PhillyDonJawn12d ago (Edited 12d ago )

@DarX never speak on Xbox again. You lost all credibility with your internet connection comment. Smh you have 0 clue and misinformed yet speaking on something you don't no squat about.

Einhander197212d ago

What has Sony done exactly? You guys keep deflecting to Sony but I am not actually seeing any results, and ai am certain nothing that you can come up with even comes close to what Microsoft has done and what they have tried and failed to do, like tie all your disks to your account on xbone.

Microsoft removed their whole indie section when they moved to the xbone because they were going to only allow games on the service that came from a publisher, id@xbox started after xbone launched and it only exists because Sony embraced indie and Microsoft was forced to cancel their plans and reverse course.

And every single game that was part of games for windows live including disk games (I have gta 4 on disk that won't work) so hundreds of games that use that DRM no longer work unless the company themselves patched it out which of course very few did.

MrBaskerville12d ago

Not trying. Tried. they killed of the backcomp program years ago. They set something up again, but sounds like it's more of an attempt to save the current library on whatever they are planning next. With luck they save everything and more, but let's see. I could see them killing off parts of the OG xbox and 360 libraries. Can't imagine that they would allow us to play Forza 5-7 in the future.

With that said, I do like what they've done and really wish they could have done more.

shinoff218312d ago

Zeref

So killing off physical media is trying what exactly. Ms don't really give a fk if you think they do your kidding yourself.

Profchaos12d ago

They are not trying this team is established for forward compatability the team is. It interested in preserving Xbox or 360 games.

+ Show (3) more repliesLast reply 12d ago
isarai13d ago

Is that why Hellblade 2 is digital only?

Zeref12d ago

Just because it's digital only doesn't mean you can't preserve it. Just put it on an external and you have the exact same functionality of what a disc does.

MrNinosan12d ago

Guess you're trolling, but if you actually think that's how it works, I'd recommend buying some braincells.

mkis00711d ago (Edited 11d ago )

Volitile vs nonvolitile data. A disc will not corrupt either. A drive can be corrupted.

Einhander197213d ago

This is just a scammy PR move to distract from the fact they are going digital only and trying to push streaming and subscriptions only.

No gaming company has pushed harder to remove ownership than Microsoft.

Without discs there is no preservation, preservation can't be done by the rights holders it can only be done by the consumers, anything else is a lie.

13d ago Replies(3)
Einhander197213d ago

Anyone remember xblig which Microsoft removed their whole 360 indie section removing hundreds of games from people?

13d ago
12d ago
Zeref12d ago

Do you know you can put your games on an external and preserve them that way? There are no benefits to discs. ZERO. Idk why some of you are still obsessed with them.

DarXyde12d ago

Because games like Persona 5 exist. It's STILL V1.00. On Playstation, that's a win because 1.00 is installed on the disc—no need to download anything.

If a game does not require any updates, it's all on the disc.

Extremely low bar in the modern era, of course. It's not much of a win by any stretch.

But for now, physical media does have a purpose, at least on Playstation.

Einhander197212d ago

That is factually not how game licensing works, try plugging your hard drive into someone else xbox, It's not going to work, and it won't work if the licensing servers ever go down.

Einhander197212d ago

Anyone remember games for windows live.

I have around a dozen games, some on Steam itself that will not work because Microsoft shut off the licensing servers.

BehindTheRows12d ago (Edited 12d ago )

I do. I STILL have games (Gears of War being the big one) I cannot access because Games for Windows LIVE is total garbage and no one has held Microsoft accountable.

Zeref12d ago (Edited 12d ago )

You don't have an Xbox apparently. Because you can 100 percent plug in your external and play games from it on any Xbox console lol. You just have to be logged in to prove ownership.

Chevalier12d ago

"You don't have an Xbox apparently. Because you can 100 percent plug in your external and play games from it on any Xbox console lol. You just have to be logged in to prove ownership."

Damn how many times do people got to explain your idiocy to you? You can take a copy of Persona 5 like someone used as an example and play that game on ANY console WITHOUT logging in which means I can lend the game to a friend without internet and they can play my game. Can you lend your hard drive to anyone without logging in for them to play? NOPE. That is a huge difference and if you think otherwise then sorry you're an idiot.

Tacoboto12d ago

"No gaming company has pushed harder to remove ownership than Microsoft."

Ubisoft is literally erasing games people bought from their libraries... My PS1-3 discs are useless on modern hardware. Nintendo's re-published and resold almost their entire Wii U library, and the eShop is completely dead with no BC mechanism in the Switch software. Microsoft publishes everything they make today day one on Steam and Xbox/Windows. Sony only brings to PC the titles they think you might want some years later and Nintendo won't even design a functional long-lasting joystick.

You're absolutely trolling and not serious if you think Microsoft today is the worst offender.

shinoff218312d ago

Yay steam

Not everyone fks with computers though. The disc is still the best way as a console player. Period.

Tacoboto12d ago

How do Sony and Nintendo feel about these discs from 2001-2013?

Don't be stupid, you know Xbox is the best at this today.

+ Show (3) more repliesLast reply 12d ago
Hofstaderman12d ago

Nobody wants this. Sales or the lack of it in the case of XBOX is very telling. I wonder how the adorably all digital series X will fare. Adorably dismal perhaps?

crazyCoconuts12d ago

Only time will tell, but for from someone like me suspecting that Xbox is trying to gracefully exit the console market, that "forward compatibility" team is trying to get Xbox games playing on Windows PCs. I mean, it's nice that they're not planning on exiting with a "enjoy your games while the hardware still works" message, so that's nice. They still have a brand to protect via Microsoft so probably feel obligated to have a better exit strategy.

Xeofate12d ago (Edited 12d ago )

That is not their plan, their plan is to transfer users accounts to the cloud.

Phil Spencer himself said as much a few months back, plans could have changed but I think people are reading way too much into one statement where Phil said he would allow Epic on xbox because he wants to be able to sell xbox games directly on other platforms. Aka, instead of selling Sea of Thives through PSN he wants to have an xbox store to sell his games on PlayStation without giving PlayStation any money.

Again, it's extremely unlikely that Phil plans to put PC on xbox and licensing would prevent them from just giving out other publishers games purchased on xbox copies of thier games on PC, Microsoft does not own their games.

crazyCoconuts11d ago

The thing that doesn't align with the cloud strategy is the giving up on exclusives. You'd still need strong exclusives for cloud streaming - it's still a "platform" , just with a lower upfront hardware investment. I feel like they've learned what PS learned with PSNow long ago. We're not ready to stream games and it's only gonna lose them money to try at this point

FinalFantasyFanatic11d ago

I would love that, I'd buy up some of the Xbox games if they could run on PC, like the Rare Replay, Lost Odyssey and Dead or Alive Ultimate, probably a pipe dream though.

Show all comments (43)