The whole interview is really good, it's also available in podcast form. Newest episode on IGN unlocked podcast ep. 201.

I loved the candor of their answers, it was really refreshing.

Good on them for taking the necessary steps to protect the brand. RRoD should never have happened, but the customer service offered afterwards should be commended. It's nice seeing this insight.

But fuck, they lost a lot of money there.

Reminds me of a story from a former Amazon executive about when she was relatively new to her job. She messed up in a way that was going to affect how fast customers got their products. She proposed a cheap way to fix the problem but that's when Belzos and everyone else got angry with her. The message was that they would fix the problem as quickly as possible with the least amount of inconvenience to customers as possible, no matter how much it cost.

A brand takes years to build but screwing up can bring it all crashing down overnight. If they had not reacted as they did, Xbox might never have made it past last generation.

Satya Nadella would've responded differently for sure

Wow, sounds like a bad situation for Xbox execs do be in. I'm sure all the engineers that made the console were fired after that.

Idiot consumers probably saved them millions though.  I know of a few people that just went and bought another 360 even though they could send their broken one back. 

AMD buys XBOX, confirmed. :P

Thank you Steve Ballmer for saving us from a future without the Xbox All In One Entertainment System

I am praising Microsoft for this, at least they serious about trying to fix this, but hey shit happen and then the funny thing is shit happen again with Xbox One DRM Lol.

Just goes to show how MS executives has been interested in giving new ideas support, even though it might stumble a bit. The knowledge the XBox brand has given MS about hardware is well worth the billions upon billions in investment.