It was a little stunning to learn last week that at least one disgruntled Xbox 360 owner had decided to skip the regular channels when dealing with a burnt out 360 and instead went straight to Bill Gates. Even more stunning, Gates apparently knocked some heads and got the guy sorted out in record time (24 hours).
While Consumerist reader, and Xbox 360 owner, Jon was delighted with the outcome, it seems Microsoft was not so much. Today they've dropped us a friendly note to remind everyone that Bill really isn't your go-to guy for Red Rings of Death:
Bill Gates or Microsoft executives are not an appropriate escalation point for customer service issues. Customers experiencing issues with their Xbox 360 console should contact Xbox Customer Service. Our customer service team is well equipped to ensure that the repair process goes smoothly.
That said, Microsoft stands behind its products and takes responsibility to ensure that every Xbox 360 console owner continues to have a fantastic gaming experience. We are continually improving the design and performance of the Xbox 360 consoles to decrease the likelihood that a customer will experience the three flashing red lights. In the event they do, they are covered for three years under our extended warranty.
Wow, can you imagine the tongue lashing the likely tsunami of angry emails spurred? Gates, I suspect, may be retired, but he's not THAT retired.
Emailing Bill Gates Results in New Xbox [Consumerist]