My repair process documented:

Technical Issues

My repair process documented:

HANDLEBARS 10-29-2007, 8:14 PM
The Repair Process and my own personal experience:

I, like many of you had the 360 issue commonly known as "The Red Ring of Death". I had to go thru the repair process just the same as any other user, so I documented it to let others know what to normally expect and how to go about getting your unit repaired.

My console was purchased new November 30th 2005 just after initial launch.

Since 9-15-07 I have noticed red flashes around my rings when powering down but my console always continued to work fine. This probaly happened on 6 different occasions.

9-23-07: It happens:
Went to play some games for the evening and the box would not power up & the rings were flashing red..... I knew what it was without even wondering. I had read about it so many times on the forums by saddened or disgruntled users. I am now living the same nightmare.

9-25-07: Called Support:
Called US support and spoke with Max. Who is this you ask. Max is an artificial intelligence phone answering system. He will ask a few questions and guide you thru the first step in the repair process. After checking things out and apologizing to you Max will connect you to a human support agent. (they still make these? Amazing.) The agent took all of my information and said that my box would be there in 3 to 5 business days. He also gave me a Reference number. (hang on to it!)    It was quick & easy.

10-03-07: Return Shipping Box Arrives: Default shipping label will be delivered via e-mail.
It was 6 days later. One day late. No problem at all considering when it leaves it is out of their hands and up to the delivery company. *UPDATE: See Below:

*Packing materials received:
1- Directions Data Sheet
1- Cardboard box - for shipping unit
1- Protective bag   - for covering console
1- Return Label   - for placing over the original shipping label of shipping box
1- Sealing Tape    - for resealing the box for shipping
2- Foam Inserts    - for placing on each end of console

10-04-07:
Console was packed up and shipped out.

*Instructions for shipping your console:
If your console has a Hard Drive, make sure to remove it before placing the Xbox 360 Console in the bag.
Remove any CD or DVD from the DVD Tray.
Apply the foam inserts to each end of the console.
DO NOT send any accessories with the Console including Hard Drive, Custom Face Plate (the original is fine), controllers, games or wires.
Close the box and seal with the pressure sensitive tape supplied.
Place the return label directly on top of the existing shipping label.
Be sure to record the tracking number from the return label and obtain a receipt from the shipper.

*A few extras that I think are important:
I taped a piece of paper to my console with the Reference# on it.
I wrote the Reference# on the outside of my console shipping box.
I also enclosed a piece of paper with my name & addy on it.

These aren't have to's but give a little extra assurance they have everything they need.

10-08-07:
Package arrived in Texas to the repair center.

10-10-07:
Status still shows "awaiting at Service Center"

10-15-07:
I have been checking my repair status for several days now at https://service.xbox.com where you can do registration, and check on warranty & repair service. Before, it only showed my console being out of warranty & at the repair center. Today it says "You have no registered devices". This typically means that you have been assigned another unit and/or the warranty info hasn't been updated to the website. There seems to be a few inconsistencies with the Xbox.com website. For the most up to date information you will have to contact customer support.

10-19-07:
Ok my status finally changed from "You have no registered devices" to Xbox360 Hardware (SN: 908XX227XXXX. The new serial number tells me that I am of course not receiving my old box back.

10-22-07:
I go today as usual to check the status on my new serial numbered console and it says "Device has been shipped to customer."
To find this info go here: https://service.xbox.com

Under Manage Registered Devices click the link for your old or new serial number. In the Dialog box you have listed the following information:

Device
Serial Number
Warranty Status
Repair Status

This will tell you what device it is, the serial number, whether its in warranty or not and the Repair Status.

You can also go to the right side of your screen under the heading "For your device" Click on Review your repair status and you will now be taken to a new dialog box that will give you your serial number, the repair status, the shipping carrier name and the tracking number so you can follow your console to its final destination- You.

You may also click on Warranty Status and in the dialog box it will tell you when your new current warranty expires.

10-25-07:
This morning my console arrived back to me. Exactly 4 weeks from my phone call back to my front door. Excellent service.   That Evening: I hooked everything back up, reset all of my TV settings and dashboard.....worked like a charm.

10-29-07:
Everything is still working just fine. To wrap things up I have had a great repair experience with no complaints. Thanks!

Q & A:
Do I take it back to where I bought it? No, all units are to be shipped back to the Repair Center.
Do I need my reciept? No you do not.
Do I need to get my own shipping box? *UPDATE: See Below:
No, if you live in the U.S. or Canada.
When I check my tracking number it says carrier is UPSN? go to UPS.com, then click on tracking, type or copy/paste your tracking number into the dialog box & check the little box underneath and hit enter to receive detailed tracking information.
Will calling the service department help me to hurry the process along? No. After my initial call to the support center I made no contact. I just simply checked it out online @ https://service.xbox.com.
When I receive a console back how do I get my gamer profile, my achievements or my downloaded games/content? When you receive your replacement console back you simply install your hard drive, Recover your gamertag, and redownload anything needed such as arcade games, DLC, updates, etc.
Is my unit under warranty? Check out StonyArcs Warranty FAQ page for info.

This is intended to help others understand the warranty and/or repair service program and how it should work. I can not and will not vouch for anyone elses' personal experience. I for one am completely satisfied with the response, help and repair/replacement of my unit. I wish you all the best and I hope you never have a problem but if you do just click on the link in my sig at the bottom and you can check over all of the support link data. If you find no help then scroll to the bottom and pick your specific contact info for U.S. or U.K. and call in to get the support help you need.

*UPDATE: (MS) Xbox is sending out either shipping boxes or emailing a shipping label, Locate and go to your nearest UPS, FEDEX shipping location for assistance and a box if you choose a label. After calling into the Xbox Support Center and receiving your repair (reference) number, you will receive your shipping label via email within 24 to 48 hours. Be sure when giving them your email address that you repeat if necessary to be sure they have it correct. If this doesn't work for you then ask for a shipping box but remember it will add a week + or - to your timeframe.

~ HB

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