Neil Thompson has just one word to describe what it felt like when he first experienced the Xbox 360's so-called red ring of death (RROD): "disappointing".
That's an understatement. The trio of flashing red lights that gives the fault its name is an ominous sign telling gamers that their console has suffered a complete breakdown. And it's plagued thousands of Xbox owners since the problems first started making headlines a year ago.
All this pain has been particularly acute for Thompson because he's not just any ordinary punter, but a senior director at Microsoft and the man responsible for Xbox in the UK. It's been a difficult time.