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Posts with tag warranty

Even more problems with MS customer service


Microsoft just can't seem to do much right on the customer support front. So much so that we're rather tired of hearing about it. This time however, the story has more than a few new wrinkles that made it insightful enough to take a second look. The story begins with a review of the whole crazy situation and in it the author remains relatively fair and calm. Then comes the fifth paragraph, and specifics about repeat failures begin to surface.

Things like the fact that the 3-year warranty won't extend to any problem other than the RROD for any replacement console that you are sent by Microsoft. Things like the fact that if Microsoft sends you a replacement console that does not function, you're then stuck with the original 1-year warranty that came with your first 360. Basically, if your 360 RROD'd between 366 and 1095 days after purchase (just over one year to three years) then Microsoft will send you a replacement console. But if that one has something wrong with it other than the RROD, then it'll cost you $100 to send it back to Microsoft to get it fixed. Remember kids, it's wrong to screw people over if you're not a multinational corporation.

Xbox 360s get new warranty seal stickers

Several European gamers who just received their Xbox 360s back from the repair center are reporting that Microsoft has done away with the bland and featureless silver Microsoft warranty stickers and have ushered in the new prettified and secure version you see above. They're like a cross between a Windows certificate of authenticity sticker and some sort of foreign geek currency. Awesome job Microsoft, that's one sexy and officially official looking sticker!

Side-note: We are aware that this sticker news doesn't affect the majority of the 360 gaming population, but there are a select few out there who are in the black market business of Xbox 360 warranty sticker production who need to know this stuff. So, this blog post is for you guys. We are forever appreciative of the long hours you put into creating nearly flawless counterfeit Xbox 360 warranty stickers. Your work touches so many lives, keep it up.

Bach sold additional $3 million before 360 warranty extension

It was reported last month that Robbie Bach, current head of Microsoft's Entertainment and Devices unit (which contains both the Xbox and Zune), sold millions in stock during the months leading up to the July announcement that the Xbox 360 warranty had been extended to three years. It was initially reported that Bach sold $6.2 million in stock between May 2nd and the July announcement. Announced today by Dow Jones (via CNN), it looks like Bach actually sold an additional $3 million that went unreported due to "an administrative error."

Microsoft still maintains that the stock transactions, including the recently uncovered $3 million, were in no way related to the warranty announcement. Furthermore, a Microsoft spokesperson claims that the company has "followed the procedures required of late-filers and is now in full compliance." It's worth noting that Microsoft's stock value saw little change after the warranty announcement -- which incurred a loss of over $1 billion to the company -- so Microsoft's claims about Bach's transactions still hold water for the moment.

[Via Joystiq]

Xbox loses $1.9 billion, failures at fault

Microsoft has unveiled its financial numbers for its fiscal year 2007 (which ended June 30), and the Xbox division has posted a loss of $1.9 billion dollars. Just to give a bigger sense of impact, that's 1,900,000,000. $1.2 billion of Microsoft's loss occurred in the fourth quarter and is mainly attributable to the recent warranty extension (which includes retroactive repair refunds). Microsoft claims that the loss was offset to a certain extent by declining manufacturing costs. Keeping this cost declination in mind -- and that the warranty costs to Microsoft seem to be covered now -- GameDaily reports that fiscal 2008 could be the year that Xbox finally sees a profit, as Robbie Bach predicted earlier this year. A killer lineup of games this holiday -- lead by Halo 3 -- combined with a possible price drop, could very well push Xbox into the black for the first time.

As for the rest of the numbers, Microsoft shipped 6.6 million Xbox 360s in fiscal 2007, ramping their installed base up to 11.6 million (just short of the goal of 12 million set by MS). PC and Xbox game sales increased by %19 percent, up to $650 million.

MS fails to meet 12 million mark

Microsoft announced at the beginning of this year that it had reduced its shipment goal for the fiscal year to 12 million units, down from 13-15 million units. Speaking to gamesindustry.biz about the new 360 warranty, Peter Moore has confirmed that Microsoft has missed the target of 12 million units. The company has sold roughly 11.6 million units, missing its goal by 400,000 units. Despite this, Moore states that Microsoft feels "really good" about the state of the Xbox. In particular, he emphasizes Microsoft's holiday lineup, and notes that it will be featured heavily at E3 next week.

Peter Moore chats about failures, new warranty


Speaking to Joystiq in a conference call, Peter Moore addressed some of the implications brought on by the recent Xbox 360 warranty extension. Among the topics discussed was Microsoft's speed at reacting to the situation. While it seems like complaints have been mounting for ages, Moore notes that time was needed to "gather data and weigh the financial implications" as well as identifying the hardware problems themselves. Before you ask, no, Moore did not reveal what those problems were, nor did he reveal Xbox 360 failure percentages. According to Moore, Microsoft has "no intention" of doing such a thing, as they see "no value" in doing so. Moore also discusses the apparent disappearance of Xbox 360 Elites and why the warranty extension applies only to the Red Ring of Death and not Xbox 360s with disc scratching problems. Head over to Joystiq for the full report.

New 360 warranty: is it enough?

We asked just last week if the seemingly escalating Red Ring of Death issue was coming to a head. Now that Microsoft has changed the Xbox 360 warranty policy and even offered a public apology, it appears that the answer is a resounding yes. The timing for the announcement couldn't be better, as Microsoft would have undoubtedly been barraged with questions about the issue during next week's E3 media event. Such questions are likely still to be asked, but this act gives Microsoft some ammunition. Whether the act will be seen as an act of generosity or an outright admission of faulty hardware (or both) remains to be seen. Rather than put up a standard poll about the new policy, we're just going to open up the comment threads for discussion. What do you think of all this? For those of you that have shelled out for repairs, will refunds affect your opinion of Microsoft or the Xbox 360? If you've been sitting on the fence about an Xbox 360, will a three-year warranty convince you to buy with confidence? What else can MS do to improve the image of the Xbox?

360's Warranty extended to THREE years!

The guys over at Gamerscore Blog expressed their discontent with the failure rate of Xbox 360s and the customer service for getting consoles repaired. As such, they are changing the warranty policy worldwide to 3 years after the consoles purchase when dealing with the 3 red rings of light hardware failure on Xbox 360s. Anyone who's payed for any repairs up to this point will be reimbursed in full. This means that anyone who bought their console at launch will be covered until November 22nd 2008. On top of the press release, Peter Moore himself posted an open letter to the community on the policy change, which is included after the break, as well as a FAQ on how it's being rolled out.

Continue reading 360's Warranty extended to THREE years!

Microsoft extends 360 warranty to 1 year

Microsoft announced today that the 360's 90 day warranty in the US and Canada has been officially expanded to an entire year. Even better, Microsoft has stated that the new warranty is retroactive, and all customers who were forced to pay for repairs out-of-warranty will be reimbursed. Reimbursements are to be automatically distributed and no action is required on the end of the customer. Reimbursement checks should be distributed within 10 weeks.

It wasn't that long ago that Microsoft offered free repairs to owners of consoles that were manufactured in 2005, and we think this new warranty extension is a great move on Microsoft's part. Sure, it seems generous, but a 1 year warranty will also make prospective buyers much more comfortable when deciding to plunk down $400. It's probably not a coincidence that the new warranty now matches the PS3's warranty either.

How many of our readers are expecting a check from MS?

Full press release after the break.

Continue reading Microsoft extends 360 warranty to 1 year

Yet another Xbox 360 petition

This one wants Microsoft to extend the warranty. They're also asking people to file complaints with the Better Business Bureau if your box crapped out in 3 months and a day.



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