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Microsoft revises Xbox 360 Warranty
PeekingDuck
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Well I didn't see this posted anywhere... and it is pretty big news. I did post it in the broken 360 thread, but here you go!
"Open Letter From Peter Moore
To our Xbox Community:
You’ve spoken, and we’ve heard you. Good service and a good customer experience are areas of the business that we care deeply about. And frankly, we’ve not been doing a good enough job.
Some of you have expressed frustration with the customer experiences you have had with Xbox 360; frustration with having to return your console for service after receiving the general hardware error message on the console.
The majority of customers who own Xbox 360 consoles have had a terrific experience from their first day, and continue to, day in and day out. But when anyone questions the reliability of our product, or our commitment to our customers, it’s something I take very seriously.
We have been following this issue closely, and with on-going testing have identified several factors that can cause a general hardware failure indicated by three flashing red lights on the console. To address this issue, and as part of our ongoing work, we have already made certain improvements to the console.
We are also implementing some important policy changes intended to keep you in the game, worry-free.
As of today, all Xbox 360 consoles are covered by an enhanced warranty program to address specifically the general hardware failures indicated by the three flashing red lights on the console. This applies to new and previously-sold consoles. While we will still have a general one year console warranty (two years in some countries), we are announcing today a three-year warranty that covers any console that displays a three flashing red lights error message. If a customer has an issue indicated by the three flashing red lights, Microsoft will repair the console free of charge -- including shipping -- for three years from the console’s purchase date. We will also retroactively reimburse any of you who paid for repairs related to problems indicated by this error message in the past. In doing so, Microsoft stands behind its products and takes responsibility to ensure that every Xbox 360 console owner continues to have a fantastic gaming experience.
If we have let any of you down in the experience you have had with your Xbox 360, we sincerely apologize. We are taking responsibility and are making these changes to ensure that every Xbox 360 owner continues to have a great experience.
This will take a few days to roll out globally, and I appreciate your continued patience as we launch this program. I’ve posted an FAQ that should address some additional questions, and we’ll update it over the next few days.
I want to thank you, on behalf of all us at Microsoft, for your loyalty. "
"Open Letter From Peter Moore
To our Xbox Community:
You’ve spoken, and we’ve heard you. Good service and a good customer experience are areas of the business that we care deeply about. And frankly, we’ve not been doing a good enough job.
Some of you have expressed frustration with the customer experiences you have had with Xbox 360; frustration with having to return your console for service after receiving the general hardware error message on the console.
The majority of customers who own Xbox 360 consoles have had a terrific experience from their first day, and continue to, day in and day out. But when anyone questions the reliability of our product, or our commitment to our customers, it’s something I take very seriously.
We have been following this issue closely, and with on-going testing have identified several factors that can cause a general hardware failure indicated by three flashing red lights on the console. To address this issue, and as part of our ongoing work, we have already made certain improvements to the console.
We are also implementing some important policy changes intended to keep you in the game, worry-free.
As of today, all Xbox 360 consoles are covered by an enhanced warranty program to address specifically the general hardware failures indicated by the three flashing red lights on the console. This applies to new and previously-sold consoles. While we will still have a general one year console warranty (two years in some countries), we are announcing today a three-year warranty that covers any console that displays a three flashing red lights error message. If a customer has an issue indicated by the three flashing red lights, Microsoft will repair the console free of charge -- including shipping -- for three years from the console’s purchase date. We will also retroactively reimburse any of you who paid for repairs related to problems indicated by this error message in the past. In doing so, Microsoft stands behind its products and takes responsibility to ensure that every Xbox 360 console owner continues to have a fantastic gaming experience.
If we have let any of you down in the experience you have had with your Xbox 360, we sincerely apologize. We are taking responsibility and are making these changes to ensure that every Xbox 360 owner continues to have a great experience.
This will take a few days to roll out globally, and I appreciate your continued patience as we launch this program. I’ve posted an FAQ that should address some additional questions, and we’ll update it over the next few days.
I want to thank you, on behalf of all us at Microsoft, for your loyalty. "
PeekingDuck on
Posts
And it's also the only move they had. There was either do nothing and die or take a hit and live.
I don't have any rings, but I don't know where my receipt is. Or maybe if something goes wrong I could get Circuit City to print out a new one since I used a credit card?
0431-6094-6446-7088
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I'd print a new receipt up.
or you could go into your bank statement and show them that
probably. Each 360 has a system serial number, which gets scanned when they are sold. There is probably some way they can tell when you bought it.
Next time I'm at Circuit City, I'll get them to print me a new receipt to hang on the fridge. It can hang out with my Phantom Hourglass preorder (and Blue Dragon if I can scrape together the funds).
Seriously though, that's really awesome
Actually, this is probably a "get-it-out-of-your-system" tactic like the way Nintendo pulled off the revelation of the Wii's name a week before E3. The Intertron exploded with "more like the Nintendo Pee-Pee, lolz," and had time to die down. By the time E3 came around, everyone was ready to concentrate on the games.
The thinking here might be to soften the hardware issue griping in the same way to get us to concentrate on the games.
If you dont have a receipt or other proof of purchase, it goes by the Date of MFG on your console (on the back above teh serial number).
I'm not sure I ever registered my 360. I'll check when I get home.
I'm pretty sure I have my receipt stashed away, but I made sure to register my box as soon as I got it, and when I called to ask about the extended warranty the CS rep told me she could see all of my info registered.
The fact that they're actually reimbursing everyone who's paid for a three-ring repair is ... staggering, really. What did repairs typically cost? Wasn't it $140 or so?
No not kudos really, this was probably at some lawyers suggestion cause of impending class action lawsuits.
Of course, I guess I could always 'accidentally' block off all the vents and let it run until I get the three red lights..
Yup, cost of repair was $139.99.
What time do you get up in the morning? 'Cuz I need to have some coffee first, then I'm going to shit in your cereal.
this has sold me on gettting a 360.
I dunno, that's a plausable theory. Didn't Sony get class-actioned for chronic PS2 failures?
Anyways, looks like I might get a 360 now. You know, if I get money that doesn't need to go towards such slightly more important things like rent. Also I might want to get a 720p-capable TV first.
... you do realize they just fix the problem, ie. the warped/damaged chipset, not replace your entire console, right? You'd just be out an Xbox for three weeks and still have to fix the drive when you got it back.
This is one of the only moves they could have made to avoid a class action lawsuit, however.
It doesn't change the fact that 360 owners no longer have to fear their consoles going kaput, and prospective buyers don't have anything to fear anymore. In short, it doesn't change the fact that it's still the right move.
I'M A TWITTER SHITTER
(If you try to register it online again you get the error "this serial is already registered" with doesn't help one bit).
just
holy shit
XBL/PSN/Steam: APZonerunner
I waited and waited and last week I caved in and bought MS's extended warranty for $50. *sigh*
However, this does show me that MS respects us, the consumers, somewhat.
Call and get it refunded.
Even for Microsoft, that's a pretty big chunk of change.
http://www.1up.com/do/newsStory?cId=3160812
Or you could beg them to give you your money back.
Don't toss out your broken/unusable/worn out Nintendo (especially Gamecube/N64) controllers! Donate them to me!
Is that an option? I didn't see anything relating to warranty purchases on the press release
First I clear my credit card, then Play.com drops the premium to £230, and now this.
It is getting really goddamn difficult to hold off on a 360.
Maybe next paycheque. I can wait 'til then.
Maybe.