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

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. (use this thread instead)
• Problems with Media Center connections (use this thread instead)
• Problems connecting to Xbox Live (see the Xbox Live connection page, or post in the Technical Issues forum)
• Console availability discussions
• The following links may be useful to those experiencing hardware issues:
  
  Xbox 360 Getting Started (set-up and configuration help)
  Xbox Live Connection page (1-2-3 setup wizard, router/wireless information)
  Xbox 360 How To page
  
  
  
  

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

Thanks Boid... 

I'll post more of whats going on when I find out...

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My xbox is on vacation in texas (((right)))

It's now lost in America

Guess I will continue with this thread...(Those of you that have been reading this forum know that the below is a common theme.) 

• My 360 was recieved by the repair center on Friday 12/2. 
• I called Monday 12/5 to see what the status was.  The CSR said it was shipped on Sunday 12/4 with a next day delivery.  Not likely but I did not argue with her.  She gave me a tracking number which did not work.  Not surprised  cause I figured that it more likely went out Monday so I thought I would give DHL time to get it in their system. 
• Check Tuesday morning 12/6 and again that afternoon.  No Joy.  Called the repair center again and was told the same thing as before and that DHL was behind... "Not likely...More likely that the repair center was behind" ...I thought to myself.
• Called DHL at 5:20 when I got home from work.  The tracking number was not valid.  Asked them to check Zip code to Zip code and Zip code to name.  They again said nothing was in their system that matched that criteria.
• Called repair center at 5:30 and told them what I had found in my research.  The CSR, a little flustered (I was being nice) put me on hold to go talk to his supervisor.  He came back after about 10 minutes and told me that the tracking number may have been entered incorrectly into their system but still believed the system had been sent...Remember DHL has already said that it had not...The repair center CSR then said that I would probably receive it tomorrow 12/7 and to call back if I had not.  I told him that I would and thanked him for helping.
• 12/6 8:45 reading this forum and came accross similar issues.  So, I thought I would try the tracking number again and what do you know it worked.  This was the status:

Date and Time	Status		Location
12/6/2005 9:00 pm	Departing origin.		Harlingen, TX
7:49 pm	Picked Up by DHL.		Shipper's Door

Looks like I will see it on 12/7 as it was shipped next day.  The time that I had talked to the CSR and when the package had been picked up is interesting though.......

Okay in a nut shell I'll tell you where mine is..

I got the box to me 6 days after an overnight shipment..

Checked the lable it said Mcallen Texas and I filled in the return address..

7 days later my return has still not made it to Texas..

MS has been very nice and helpful until the moment they told me I need to file a loss claim with DHL.. a 30 to 60 day process..  I calmly told MS they are the shippers and they should file a claim I should have anything to do with it.. If I had to ship it I would have used Fe Ex..  This is no blame to MS for using DHL it's just that I use Fe Ex all the time..

At this point a supervisor has email someone higher up at MS and is waiting to see if they will just send me a new one and MS can wait out the 30 to 60 refund.. Not like a refund will do me any good.. not being able to go out and buy another one..

If I could give anyone with this problem advise it would be.. 1)  ask for a supervisor first and explain whats going on.. 2) be nice, the one time I was pissed I found myself on hold forever and got nowhere 3) don't hang up with out some kind of a resolve and 4) dont let a tech tell you they will call you back.. they can't.. but a supervisor can.. the one I'm working with has called me twice..

End result.. I'm still waiting to hear. but I'll inform all when I know anything..

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My xbox is on vacation in texas (((right)))

It's now lost in America

Nov 22- Problem reported to Xbox360.

Nov 25- Empty Box shipped Overnight via DHL to me.

Nov 28 - Empty box received.  ||| DHL order to pick up package same day sent, but DHL goofs up.

Nov 29 - DHL comes after another call is placed.
Dec 2 - Microsoft ships out new replacement overnight.

Dec 5- X360 received.  Same 3redlight issue.  Xbox support called.

Dec 6- Received empty box overnight.

Dec 6- Sent replacement X360 back to Microsoft....

JOSE!!!!  you got another bad one????   
O man brother sorry to hear...

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My xbox is on vacation in texas (((right)))

It's now lost in America

 RowdyMrB wrote:

Guess I will continue with this thread...(Those of you that have been reading this forum know that the below is a common theme.) 

• My 360 was recieved by the repair center on Friday 12/2. 
• I called Monday 12/5 to see what the status was.  The CSR said it was shipped on Sunday 12/4 with a next day delivery.  Not likely but I did not argue with her.  She gave me a tracking number which did not work.  Not surprised  cause I figured that it more likely went out Monday so I thought I would give DHL time to get it in their system. 
• Check Tuesday morning 12/6 and again that afternoon.  No Joy.  Called the repair center again and was told the same thing as before and that DHL was behind... "Not likely...More likely that the repair center was behind" ...I thought to myself.
• Called DHL at 5:20 when I got home from work.  The tracking number was not valid.  Asked them to check Zip code to Zip code and Zip code to name.  They again said nothing was in their system that matched that criteria.
• Called repair center at 5:30 and told them what I had found in my research.  The CSR, a little flustered (I was being nice) put me on hold to go talk to his supervisor.  He came back after about 10 minutes and told me that the tracking number may have been entered incorrectly into their system but still believed the system had been sent...Remember DHL has already said that it had not...The repair center CSR then said that I would probably receive it tomorrow 12/7 and to call back if I had not.  I told him that I would and thanked him for helping.
• 12/6 8:45 reading this forum and came accross similar issues.  So, I thought I would try the tracking number again and what do you know it worked.  This was the status:

Date and Time	Status		Location
12/6/2005 9:00 pm	Departing origin.		Harlingen, TX
7:49 pm	Picked Up by DHL.		Shipper's Door

Looks like I will see it on 12/7 as it was shipped next day.  The time that I had talked to the CSR and when the package had been picked up is interesting though.......

I was in the same exact situation.  I guess MS decided to ship all the replacement units today or DHL didn't get around to picking up the units yesterday.  In any case I hope we both get our replacements and that they work as we expect them to.

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In hoc

Sig  I know your going to be really busy playing..and when I get mine back I'll look you up online or add me when you get yours.. But can you take a minute and post in here that you got it back

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My xbox is on vacation in texas (((right)))

It's now lost in America

here here sig, lets hope they come in tomorrow and work as they should. Calif, man i dont know what to say what a tough break, i hope MS does the right thing and gets a system sent out to you ASAP.  Frickin DHL, cant trust them.

 i forgot to write in my return address on label on the dhl box. should i be fine or should i contact microsoft to sort it out.. the instructions from microsoft said nothing about writing on the label but to just stick it on the box.

HAHAHAHA TOMBO.. not laughing at you only with you...

Yea call them and give them the tracking #  you should beable to take care of it that way..  I hope

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My xbox is on vacation in texas (((right)))

It's now lost in America

how do i know the tracking number

Did'nt you take the top copy?  If not call DHL and do a zip code to zip code search.... They should be able to narrow it down..  If not ,when you called them to come get it you had to give them your addy..

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My xbox is on vacation in texas (((right)))

It's now lost in America

i had no idea what to do with that label other than place it on the box

i just called dhl. they have everything under control now. hopefully

Good...  Ask Mom for help next time.... LOL  J/K

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My xbox is on vacation in texas (((right)))

It's now lost in America

Here's my story so far:

Dec 2 - Get 3FLR issue and call MS.  Rep says that they will send me a box to ship it back overnight but since it is friday night it won't get here until Mon or Tues.

Dec 5 - Call MS to make sure the box has been sent.  Rep says yup give it till tomorrow (Tues. Dec 6).

Dec 6 - No Box shows up.  I call MS.  Rep says the box hasn't been shipped because the first Rep. forgot to check overnight.  Then I ask what the **** happened last night when the other Rep. told me to wait until tomorrow and it should be there?  The new rep says that he will make sure that the box is going to be sent out tomorrow. and that I should get it Thursday.  It will at that time be 4 days just to get the box to ship it back which was supposed to be overnight.

I have an extended warrenty from the retailer but they have no idea when their next shipment is going to be in.  They are holding one of those for me.  At this rate they may have the next shipment by the time I get my box to send it back at this rate.

 CALIF250 wrote:

JOSE!!!!  you got another bad one????   
O man brother sorry to hear...

Yea man.. I'm not particularly mad or anything.  I just really wanted something to work.

I'm gonna keep returning it til those guys get it right.  They should TEST the crap before sending me a new one. I have a tough time believing that a thing can break OVERNIGHT.  DHL doesnt exactly play soccer w/ the boxes.

Or do they?????  LOL

*edit*  HAHAHAHAH  my xbox 1.0 just went down... I get a disk is dirty or not a xbox disk...

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My xbox is on vacation in texas (((right)))

It's now lost in America

 GORAPS wrote:

Here's my story so far:

Dec 2 - Get 3FLR issue and call MS.  Rep says that they will send me a box to ship it back overnight but since it is friday night it won't get here until Mon or Tues.

Dec 5 - Call MS to make sure the box has been sent.  Rep says yup give it till tomorrow (Tues. Dec 6).

Dec 6 - No Box shows up.  I call MS.  Rep says the box hasn't been shipped because the first Rep. forgot to check overnight.  Then I ask what the **** happened last night when the other Rep. told me to wait until tomorrow and it should be there?  The new rep says that he will make sure that the box is going to be sent out tomorrow. and that I should get it Thursday.  It will at that time be 4 days just to get the box to ship it back which was supposed to be overnight.

I have an extended warrenty from the retailer but they have no idea when their next shipment is going to be in.  They are holding one of those for me.  At this rate they may have the next shipment by the time I get my box to send it back at this rate.

Here is an update:

I call again on Dec 6 to confirm that my box is going out tomorrow.  The Rep. tells me that it is wrong in the system again.  I am glad that I decided to double check.  He told me that it is fixed now and that the box should go out tomorrow.  I will definately be calling back tomorrow to make sure it goes out.  If this gets screwed up again I am going to freak! (I have been quite patient up until this point)

Hi all,

First post here...

Sent 360 to Microsoft for freezing/ locking up in various games on 11/30

Received new console on 12/5

Has only frozen once so far in about 6 hours of play and the freeze occured after playing PDZ bot multiplayer and then pressing the silver button on the controller and choosing to go to the dashboard.  I was alos playing music from my iPod at the time.  Not sure if I have another bad system or maybe it's an iPod compatability problem or the system was trying to do too much at once since the music has to stop when you go back to the dashboard.  I did d/l the iPod compatability patch from the marketplace.

 

Any thoughts?  Good luck everyone with your new/repaired units.

 GB333 wrote:

Hi all,

First post here...

Sent 360 to Microsoft for freezing/ locking up in various games on 11/30

Received new console on 12/5

Has only frozen once so far in about 6 hours of play and the freeze occured after playing PDZ bot multiplayer and then pressing the silver button on the controller and choosing to go to the dashboard.  I was alos playing music from my iPod at the time.  Not sure if I have another bad system or maybe it's an iPod compatability problem or the system was trying to do too much at once since the music has to stop when you go back to the dashboard.  I did d/l the iPod compatability patch from the marketplace.

 

Any thoughts?  Good luck everyone with your new/repaired units.

I get the same freeze with PD0 when I'm have a online game loaded up. I press Y to go to dash and it freezes sometimes.

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I SUPPORT WORLD PEACE! DON'T GIVE INTO EVIL! NO MATTER HOW PRETTY OR EFFECTIVE IT MAY SEEM!!

When shipping what do you have to include in the package?

Console + HDD (for sure)

What about::

Power Supply Unit

Controllers

Remote

A/V Cables

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I SUPPORT WORLD PEACE! DON'T GIVE INTO EVIL! NO MATTER HOW PRETTY OR EFFECTIVE IT MAY SEEM!!