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Broken 360 from 2005? Repair it for free

Several of our readers have tipped us to the possibility that Microsoft was going to expand the warranty on all 360s manufactured in 2005, and it looks like they were right. Both Engadget and Joystiq have officially confirmed that Microsoft has acknowledged hardware problems with the first batch of Xbox 360s. In order to rectify the situation, Microsoft has decided to repair all consoles manufactured in 2005 for free. In addition, refunds will be paid to a limited group of people who have already paid for repairs, though at the moment we don't have details on exactly who qualifies for a refund. In the meantime we'd suggest readers get on the phone with customer support for more information.

Any readers out there who start the quest for a free repair or a refund, let us know how it went. We'll be sure to stay on top of this at it develops. See Microsoft's statement after the break.

[Via Joystiq]

"As part of our standard and ongoing process of analyzing repair data, we recently noticed a higher than usual number of units coming in for repair. Upon further investigation, it was further discovered that the bulk of the units were isolated to a group that was part of the initial manufacturing run of the console. Returns for repair are coming in for a variety reasons and it's a higher rate than we are satisfied with. We've made the decision to comp repairs for consoles manufactured before January 1, 2006, and provide refunds to the small group of customers who have already paid for repairs."

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Reader Comments

(Page 2)

21. This is confusing to me, it looks like this is the one thing European gamers ca be happy about. As far as I know electronic devices in Europe have demanded 2 years warranty so from the news i take it the in USA that's not the case it looks that not even a year is covered uau that's really bad.

Posted at 11:45AM on Sep 26th 2006 by Silva

22. You will see my comment above that I recently received a replacement Xbox. I was happily playing, when my power supply (the brick) gave out and died. Now I have to wait for a power supply replacement! I can't put into words how frusterating this is.

While on the phone, ordering the new power supply, I asked about getting my replacement fee for my xbox refunded. The guy on the phone said that it should be done automatically once they get to my file. He said that the phone reps on the help line have no power in implementing the refund.

Posted at 11:58AM on Sep 26th 2006 by Homefry

23. this is awesome mine was mad in dec 05 and the lady was very friendly and was happy to send the repair kit to my house to ship to microsoft the box will approx: arrive in 4 business day while the repair may take up to 2 week but hey its all worth it it was free no shipping cost or anything!!

Posted at 10:50PM on Sep 27th 2006 by SK8ter101289

24. Hi Kids.
I have been an Xbox fan since they got into the market. They happen to make the best product for merging Computer gaming and Console gaming but they know nothing about Customer Service, Support and the fact that the Customer is Always right (wasn't for us there would not be an Xbox 360).

My Story (short version)

August 14, 2006 - Xbox 360 starts freezing. I contact support. Told to send it in. Wait over a week and a half to get the "PrePaid box.

August 23, 2006 - Call UPS and I have to pay for the pickup - Call back xbox and talk to supervisor Hemanth (ID# 6248). Let them know. They do nothing but use the term escalation and 72 more Hours - if? Hemanth (ID# 6248) Is being very nasty and yelling that he does not care about any other company this is "XBOX". Call ends. I call back ups and pay the shipping - just want the baby back.

August 25, 2006 - UPS who did not pick up the prepaid for shipping back to MS finall pick up the ackage.

September 5, 2006 - Finally Recived the repaired Xbox 360. Looking forwad to so TW06 and more. Turn it on to find the Hard Drive was reformatted - all the games saved gone to Valhalla. Have to start over (total time on 20 minutes)

September 6, 2006 - Playing with the Xbox for about 30 minutes before having to go out.

September 7, 2006 - Get Home from work and want to review the OXM disc and then play some Xbox. Turn it on. NOTHING! Take all the steps from the Support - Nothing! Then next thing I know 3 RED LIGHTS. Pissed off - Call back MS. - They say send back. Talk to Supervisor Hemanth (ID# 6248) - this time he’s is nicer to me and promises me that I will not have any problems nor will I have to pay for anything. If any problems call him back for a free game of my choice.

September 13, 2006 - Finally get the prepaid Shipping box. Call UPS and guess what - I Have to pay. Will call Hemanth (ID# 6248) the next day or so.

September 14, 2006 - Call to speak with Supervisor Hemanth (ID# 6248). I want my free game and money back. Get Supervisor John. He is reading from a script. He tells me that He will not do anything because UPS took my money not MS. Offers premier games Kameo and PGR - I tell him that I have these because they came out with the system. He suggest I take one and return it to my favorite store. I say if I do that I will be arrested with out a receipt. He has nothing to say. Does nothing and the call ends.

September 25, 2006 - Not going to be taken advantage of nor will I be treated this way after supporting this company with thousands of dollars in games and controllers and consoles. I write to Microsoft Senior people "CC" PR and other corporate personnel.

My Xbox 360 arrives when I get home from work. I check it out and notice same Hard Drive different Serial number. Further investigation reveals that it is a "Replacement Unit". I call up the service line because I want the history of the unit (New or refurbished). Eventually transferred to MS hardware department Dani (good guy) He tells me MS policy is to send out refurbished unit. I say the product is less than a year old. and now I have some else’s Xbox 360 that has had a problem in my house. Why wouldn't they send a brand new unit? He says he is just trying to help. I say he has been helpful. The call ends.


FYI -
Supervisors:

John
[he reads from a MS Service script] tells me that Microsoft did not take your money UPS did - so you have to get it back [in regards to having to pay twice for UPS to pick up me "Pre Paid Shipping back to MS].

Hemanth (ID# 6248)
If you get this supervisor - RUN! HE will yell and scream at you. Talk all about protocol and the best is he just out right lies to you. Promises the world and gives you nothing.

So MS is doing their best to not do anything. It is unacceptable to send a customer a refurbished Xbox 360 (that is a unit that has experienced problems in the past and now is passed on to you) when the product itself in less than a year old. Frankly it is very disappointing the entire experience.

Even if I do not get a response to my Email / Letter / Fax to MS professionals I will not let this fight end until I experience Customer Satisfaction and this Lemmon refurbished Xbox is replaced with a brand new Xbox 360 unit. I am giving MS a week before I have to take this national.

Posted at 10:18PM on Oct 2nd 2006 by Bowden

25. THANKS ABC NEWS!!!

September 27, 2006 - The Lucidis have a love-hate relationship with the Xbox 360. The kids love it. Their mom hates it.

"It's just been one headache after another," said Beth Lucidi.

Microsoft launched the much-anticipated game console late last November, but just days later, gamers began complaining about the 360, Many said the system overheats and crashes.

Beth called Microsoft for help when the Lucidi's 360 shut down. Microsoft told her she had to pay $129 to get the system fixed because its 90 day warranty had expired.

"I didn't think it was fair because there were so many people with the same problem," said Lucidi.

Last week Microsoft finally admitted that consumers are returning 360s for repair at a higher rate than normal. It says the bulk of those returned units were part of the initial manufacturing run.

Dr. Frank Lee teaches game design at Drexel University. Lee says early buyers essentially become guinea pigs. Manufacturers need three to six months after a product launch to really work out all the bugs and kinks.

"If you wait a little bit, hopefully the system will become more stable," said Lee.

Consumers are already chomping at the bit for the next wave of new generation game systems..

Sony's Playstation 3 and Nintendo Wiii are due to make their debut in less than two months.

If you're a hard-core gamer who can't wait to buy, then Lee said, "This is my golden rule for consumers: document everything, and this goes for Xbox 360 and everything else you might have."

Make note of exactly what the problem is, what game you were playing and how long the system had been running when the problem occurred.

After so many consumers returned their 360s for fixes, Microsoft has now agreed to waive the cost of repairs on 360 consoles manufactured before January 1, 2006. It will also refund any fees already paid for repairs to those systems.

Posted at 8:59PM on Oct 10th 2006 by Lucidi

26. has anyone got their refund back from microsoft yet.?

Posted at 4:58PM on Oct 31st 2006 by tim

27. The pice of sh!t costumer service of Microsoft hasn't sent my console back yet. It has been over two month now and they say the same thing. I don't recomend you do the warranty thing. Just go to Wallmart or Sears and get a new one. Then exchange the broken one and say it stoped working.

Posted at 11:35AM on Nov 8th 2006 by Angel

28. my Xbox 360 went down after 3 months and MS says they will not fix it for less than $140 they said if i had the reciept they would fix it free but i dont so im fucked ( TO HELL WITH MS I SAY FUCK THEM) but i made a nice fire though fuck them and their 3 red lights

Posted at 2:51AM on Dec 1st 2006 by Dtevn Buchanan

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