This thread is for discussion of the Xbox 360 return/repair service, shipping issues, and customer support experiences. The original thread on this topic is here.

Please use this thread to discuss the following types of issues:

• Calls to 1-800-4MY-XBOX
• Return/repair process
  
• DHL shipping issues/tracking problems
  
• Customer support experiences related to Xbox 360 repairs
  

Please do not use this thread to discuss these issues:

• Console failures, error codes, red lights, freezing, etc. (Technical Issues forum)
• Problems with Media Center connections (Technical Issues forum)
• Problems connecting to Xbox Live (see the Xbox Live connection page, or the Technical Issues forum)
  

The following links may be useful to those experiencing hardware issues:

Xbox 360 Hardware Support Page
Xbox Live Connection page (1-2-3 setup wizard, router/wireless information)

---

Post provided as-is, w/no warranty, and confers no rights
Quiet your Rock Band drums

well 1st post nice i guess. My 2nd 360 just got an E74 so I printed up the shipping label and affixed it to my old coffin and im ready to go. Goes out at 8 am tomorrow and im hoping the process is just as fast as the first one.

It's scary reading how some people are on their 6th Xbox 360 system. WHAT DO YOU PEOPLE DO TO THEM?!

i think they need to fix the xbox.com support page for repair status because it's almost been 2 weeks and it still its not working so now i can't see my repair status. this is suppose to be a multi billion $ company and they can't fix a website. someone please fix this site i don't care what you have to do to fix it just please fix it thanks. 

---

This posting is provided as is; with no warranties, and confers no rights. Forzamotorsport.net Painter/Tuner/Seller.

 RDTFRE wrote:

It's scary reading how some people are on their 6th Xbox 360 system. WHAT DO YOU PEOPLE DO TO THEM?!

Its not so much what people do to them (although that might be part of it). It is mostly the faults in the Microsoft Repair Process. Replacing faulty hardware with doomed to fail hardware. As I have hear many times before, its like " Slapping a band-aid on a gunshot wound and telling the guy to go back into the fight"

 RDTFRE wrote:

It's scary reading how some people are on their 6th Xbox 360 system. WHAT DO YOU PEOPLE DO TO THEM?!

That's the thing, nobody does anything thing to them. My 360 was in the center of the room and mine died almost a year after my first 360 died on me. I have a friend who plays the 360 maybe once a month, and when he decided to play full time his RROD. Though I'm surprised the people who are on their  10th console aren't taking Microsoft to court about it.

Does Microsoft even bother with repair the console you ship to them? because I found out the day my 360 arrived at the repair center was the same day that they ship back a refurbish with a new console number.

---

I'm not racist some of my best friends are Redguards.

Mine arrived at the repair center today, hopefully I get a refurb with HDMI back.

i'm still waiting for my xbox to get repaired and i hope i get my same xbox back because i don't want to get a beat up refurbish xbox with scratches all over it that was someone elses xbox i just want my own back thats clean and scuff mark free and fixed.

---

This posting is provided as is; with no warranties, and confers no rights. Forzamotorsport.net Painter/Tuner/Seller.

 InsaneRamboAz wrote:

i think they need to fix the xbox.com support page for repair status because it's almost been 2 weeks and it still its not working so now i can't see my repair status. this is suppose to be a multi billion $ company and they can't fix a website. someone please fix this site i don't care what you have to do to fix it just please fix it thanks. 

I agree with InsaneRamboAZ its just more aggravation on top of being without an Xbox so long because of being a poorly built product.  But then for system that is available to monitor the progress of your repair so that you can be reassured that you have been lost shuffle to be down the whole time.  Just makes the whole process more aggravating. 

Makes you very assured that Microsoft a software company is going to fix your hardware when they can't fix their software.

---

COD4 ROCKS & SO DOES COD W@W

Sounds like bad luck for the most part. I bought a random falcon elite from November 2007 and it never had any issues except for a few game freezes on occassion. I actually learned to tamper with the gears and fragments inside the console from some people....and I think there's a correlation between doing that and chances of issues arising. But the key thing is, only do that if you know what you're doing and have no need for the MS warranty.

After my first RRoD they sent me back a 360 that was older than the one I sent in and had disk tray issues.  They told me that for $120 they would repair the disk tray.  I told them to pound sand, they could repair it when it died again. 

Well, it died again so lets see what they do this time. 

---

www.rk1gaming.net
RRoD 02/02/08 :Returned 03/17/08
RRoD #2 04/07/09 :Returned 04-24-09

Ok, this is the 3rd time I use the repair services since I first bought my 360 on 11/22/2005 and the first time due to a RROD. So here are the facts:

• The console died on a Saturday, April 4th.
• I printed a label and dropped the box at the UPS across the street from my place on Monday, April 6th at lunch time.
• They received my console at the Texas facility on Thursday, April 9th.
• They sent me an e-mail advising my console repairs were completed on Friday, April 10th and on the same day one saying that it was shipped to me. At this last email they included the UPS tracking number.
• Checking on my profile at Xbox.com I realized that they registered a console with a different serial number than the one I sent in.
• I then followed the tracking number on the UPS site and it was picked up by UPS on Monday, April 13th and is scheduled to be delivered tomorrow, April 15th. If the console actually arrives tomorrow (you NEVER know!) it will be a 9 day TOTAL repair time.

At my first repair experience in october 2006 had a turnarround of 18 days, the second in September 2007 of 28 days, so I'm still in disbelief that they will resolve my problem now in April 2009 in mere 9 days!

One interesting detail is that last time I used the repair services in 2007 I sent in a 2006 Xenon refurb and they sent me back another 2006 Xenon refurb (wich I learned to be the norm) in replacement.

This second 2006 Xenon refurb shows at the xbox.com as "Xbox 360 Rtrn/Refurb Pro" and working perfectly until now, zero problems.

Now this one that they are sending me in this week as a replacement for a 2007 Zephyr with RROD now comes as "Xbox 360 Pro System". I don't believe it is but, is it possible that they are sending me a non-refurb, brand new console? 

Also can anyone tell what kind on console you're getting just by the serial number? Because I remember that on the Original Xbox you could tell manufacturing date by the serial number.

So here's my experience and contribution to this post, good luck to all waiting for a replacement console/repaired console !

Ok, my second 360 has just died on me and I'm confused about the warranty policy.  I called in customer support and they told me that I had to pay $99.99 to fix my 2nd Xbox 360 because my warranty expired.  I purchased my first Xbox 360 in February 2006 and it died in mid 2007.  So I sent it in and received a refurbished Xbox 360 around mid 2007.  Now that my 2nd Xbox has died, does the three year warranty for my 2nd Xbox take place starting when I got it, mid 2007, or does take place when I purchased my first Xbox, February 2006?

On Xbox.com, it says that my Xbox expired on April 2008 and that's not even three years from when I purchased my first Xbox, let alone my second Xbox in 2007, so I'm a bit confused?

Any help would be appreciated.

my xbox is in the repair process right now i just wish they give me a new xbox to start over with , sony replaces your ps3 with a new one they don't like to repair stuff so they give a new one. wish MS does that.

---

This posting is provided as is; with no warranties, and confers no rights. Forzamotorsport.net Painter/Tuner/Seller.

You can dispute the warranty but i'm not sure how much good it will do.

 chaotictech wrote:

You can dispute the warranty but i'm not sure how much good it will do.

What does disputing the warranty actually do or mean?  I've clicked on the "dispute" button on Xbox.com and it only tells you to call customer support, and they didn't help.  The guy said my warranty expired. 

disputing the warranty means that your warranty might not be expired and you would like them to check for the error that saying its expired when it's not.

---

This posting is provided as is; with no warranties, and confers no rights. Forzamotorsport.net Painter/Tuner/Seller.

OK, 3rd broken box for me. Going to be the first time of using Microsoft's repair service. The first time the console was over a year old with 3 red lights so I just bought a new one after failing to repair my old one rather than trust some refurbished box with a 90 day warranty. I was furious when mere weeks later the RROD warranty was put up to 3 years. 2nd machine broke days after purchase, but the store took it back. This one must be about 14 months old with the RROD.

Anyway, I've been hunting on MS' website to see what I need to actually do. I know I need to get in touch and they send me the box and blah blah, but what paperwork do I need (warranty, proof of purchase)? My console won't register either, because I live in the UK. It's really, really confusing. Any help or links to help would be greatly appreciated.

Edit to note that the repair FAQ does not help.

---

Elder Scrolls 4 - I have been Obliviated...

 InsaneRamboAz wrote:

disputing the warranty means that your warranty might not be expired and you would like them to check for the error that saying its expired when it's not.

The customer support that I spoke to mentioned something about disputing the warranty.  He told me to wait, so that he can check on my warranty.  Eventually, he told me that my warranty expired on April 2008, which isn't even a 3 year extension from my first purchased.

Does the 3 year warranty for refurbished consoles take effect, starting on the date you received them or does the warranty remain the same as when you purchase the original and first console?

I guess my main question is, do you get new warranties for refurbished consoles?

Right, I've decided I just want a UPS label sent by email, but I simply cannot figure out where to go or what to do...
I live in the UK if that's relevant.

Can anyone help?

---

Elder Scrolls 4 - I have been Obliviated...

 Woundwalker wrote:

Right, I've decided I just want a UPS label sent by email, but I simply cannot figure out where to go or what to do...
I live in the UK if that's relevant.

Can anyone help?

If you have the label, just send your console in with a box.

OK, that should be easy enough, but I'm trying to get hold of the label.

I've gathered I need to register my console online, but when I put in the serial number (it's 100% definitely right) I get "A problem occurred, and your request cannot be completed".

So I can't register online, but it tells me "For further help, please contact a support representative".  OK, that's fine. I dial the number and get one of the mechanised answering machines, I get to 'create a repair' through talking to it.

It told me to use the website and if there's anything else, go to 'main menu'.

*headdesk*

---

Elder Scrolls 4 - I have been Obliviated...

 Woundwalker wrote:

OK, that should be easy enough, but I'm trying to get hold of the label.

I've gathered I need to register my console online, but when I put in the serial number (it's 100% definitely right) I get "A problem occurred, and your request cannot be completed".

So I can't register online, but it tells me "For further help, please contact a support representative".  OK, that's fine. I dial the number and get one of the mechanised answering machines, I get to 'create a repair' through talking to it.

It told me to use the website and if there's anything else, go to 'main menu'.

*headdesk*

Did you call 1-800-4MY-XBOX?  As unproductive as they are, they might help.

I'm a UK resident. The number I dialled was the UK equivalent. Just get the machine, though, it might be the same as what you guys get, it has an American accent, anyway.

Looking for a complaints email or something now with little success. I've actually never sent a letter of complaint before, I've just never had as much time and money spent on any kind of problem except 360 errors and poor customer support. Everything apart from being sat with a controller in my hand has been a nightmare, I'm sorry to say.

---

Elder Scrolls 4 - I have been Obliviated...

"This thread is for discussion of the Xbox 360 return/repair service, shipping issues, and customer support experiences."

Hmm...

The Xbox 360 is a major piece of junk with numerous heavily experienced problems.  I'm currently on my 5th now (within about a 2yr period) ...first 2 were RROD, last few have been from the Open Tray error.  This last replacement/repaired console they sent lasted about a month before it started giving me the Open Tray problem.

The return/repair service seems to have picked up the pace.  Took em less than a week to get the last one back after it was sent off.  Probably the only decent aspect in this.

Customer support is laughable.  I can't understand what they're saying most of the time because they typically have such heavy foreign accents.  They seem robotic in nature as if they're scripted or reading straight from a monitor regardless of what you tell them.  I'm sure this is all because they're a cheap 3rd party/country foreign labor call center hired by MS.  Their required 'solutions' prior to accepting it for return seem to be a generic blanket set of scripted instructions that don't accomplish anything.  The customer service moron I last spoke to about getting this recent repair/replacement tried walking me through the online repair registration twice after I continuously told him I had already tried and it was currently down.  He just kept going through his instructions as if I hadn't said a thing.

Repairing or replacing a console that's pretty much guaranteed to fail again because of design is not a solution and MS is obviously uncapable of delivering.  MS is wasting peoples time and taking their money with a massively defective product.

Has anyone else brought any class action suits against MS for this crap other than the guy who filed one for the scratched discs or moved towards any action directed at MS besides these complaints and a petition for recall?  None of this is carrying any weight for action towards or repercussions for MS.  They hear the complaints of countless consumers and laugh them off because there is no real consequence of value to them.

 Woundwalker wrote:

I'm a UK resident. The number I dialled was the UK equivalent. Just get the machine, though, it might be the same as what you guys get, it has an American accent, anyway.

Looking for a complaints email or something now with little success. I've actually never sent a letter of complaint before, I've just never had as much time and money spent on any kind of problem except 360 errors and poor customer support. Everything apart from being sat with a controller in my hand has been a nightmare, I'm sorry to say.

Not sure if you get the same customer support as we do in the States, but it might be similar.  Of all the times I've called, it's always a machine that picks up first and through instructions, it will lead to a real person.  But then again, they aren't much help, as stated in the post above this.

 XBXizAfaultyPOS wrote:

 InsaneRamboAz wrote:

disputing the warranty means that your warranty might not be expired and you would like them to check for the error that saying its expired when it's not.

The customer support that I spoke to mentioned something about disputing the warranty.  He told me to wait, so that he can check on my warranty.  Eventually, he told me that my warranty expired on April 2008, which isn't even a 3 year extension from my first purchased.

Does the 3 year warranty for refurbished consoles take effect, starting on the date you received them or does the warranty remain the same as when you purchase the original and first console?

I guess my main question is, do you get new warranties for refurbished consoles?

The 3 year warranty takes affect on consoles thats you have purchase less then 3 years of the purchase date and it's only for consoles that got the 3 red ring of death.

---

This posting is provided as is; with no warranties, and confers no rights. Forzamotorsport.net Painter/Tuner/Seller.

 Nokternal 204 wrote:

"This thread is for discussion of the Xbox 360 return/repair service, shipping issues, and customer support experiences."

Hmm...

The Xbox 360 is a major piece of junk with numerous heavily experienced problems.  I'm currently on my 5th now (within about a 2yr period) ...first 2 were RROD, last few have been from the Open Tray error.  This last replacement/repaired console they sent lasted about a month before it started giving me the Open Tray problem.

The return/repair service seems to have picked up the pace.  Took em less than a week to get the last one back after it was sent off.  Probably the only decent aspect in this.

Customer support is laughable.  I can't understand what they're saying most of the time because they typically have such heavy foreign accents.  They seem robotic in nature as if they're scripted or reading straight from a monitor regardless of what you tell them.  I'm sure this is all because they're a cheap 3rd party/country foreign labor call center hired by MS.  Their required 'solutions' prior to accepting it for return seem to be a generic blanket set of scripted instructions that don't accomplish anything.  The customer service moron I last spoke to about getting this recent repair/replacement tried walking me through the online repair registration twice after I continuously told him I had already tried and it was currently down.  He just kept going through his instructions as if I hadn't said a thing.

Repairing or replacing a console that's pretty much guaranteed to fail again because of design is not a solution and MS is obviously uncapable of delivering.  MS is wasting peoples time and taking their money with a massively defective product.

Has anyone else brought any class action suits against MS for this crap other than the guy who filed one for the scratched discs or moved towards any action directed at MS besides these complaints and a petition for recall?  None of this is carrying any weight for action towards or repercussions for MS.  They hear the complaints of countless consumers and laugh them off because there is no real consequence of value to them.

I used to think that people claiming to be on there 3rd or 4th box were full of it, but after getting mine back form repair and having the dvd-rom face plate fall of the instant i hit the eject button and noticing they sent me a zypher back instied of a falcon or jasper just convinces me more they arent trying to fix your problem just bandaid it until your warranty is up then shaft you for the repair.

well i have decided to check back to see if the page is working again and it says i dont have any consoles registered for repairs it shows nothing. then when i type Service Request Number in the box the page cannot be found i'm so tired of this they fix the reapir site just for another problem to happen i will be lucky if i can get to check my repair status again.

---

This posting is provided as is; with no warranties, and confers no rights. Forzamotorsport.net Painter/Tuner/Seller.

i think the sameway about the repair center they don't want to fix anything right they need to fix everything and put the jasper chip in the xbox and make the customer happy again.

---

This posting is provided as is; with no warranties, and confers no rights. Forzamotorsport.net Painter/Tuner/Seller.