New Xbox 360 warranty improvements

[Brendan]

http://www.xbox.com/en-US/support/systemuse/xbox360/resources/warrantyupdate.htm

Microsoft Corp. today announced that it will expand its global Xbox 360™ warranty coverage. Any Xbox 360 customer who experiences a general hardware failure indicated by three flashing red lights will now be covered by a three year warranty from date of purchase.  All other existing Xbox 360 warranty policies remain in place.

As a result of what Microsoft views as an unacceptable number of repairs to Xbox 360 consoles, the company conducted extensive investigations into potential sources of general hardware failures.  Having identified a number of factors which can cause general hardware failures indicated by three red flashing lights on the console, Microsoft has made improvements to the console and is enhancing its Xbox 360 warranty policy for existing and new customers.

For any customer who has previously paid for repair expenses related to the three flashing lights error message on the Xbox 360 console, Microsoft will retroactively reimburse them.

[Laner]

 

[Soulchilde]

   Awesome.  At least they are stepping up and finally admitting to the problem.

Also, heard that on Bloomberg of all places that $100.00 price drop is coming soon.  I expect E3 is where this will come out

[gellar]

Whoa.  Awesome.

gellar

[Gratch]

Now I won't cringe quite as much every time I turn my 360 on.   

[gellar]

WHOA.  Just read this in the link:

Microsoft will take a $1.05 billion to $1.15 billion pre-tax charge to earnings for the quarter ended June 30, 2007 for anticipated costs under its current and enhanced Xbox 360 policies.

gellar

[Eduardo X]

YAY! Costco FTW, btw, on my earlier replacement purchase.

[jersoc]

So this works if you just bought the console or if you bought that warranty thing MS included with the package?

oh nm, just read the peter moore thing. looks like everyone is covered. good stuff.

[Knightshade Dragon]

Wow.....this just blows my mind.  I busted my ass for hours fighting with them to cover my system and now they do this.  Good for everyone else, but personally I want my time spent on the phone with supervisors back.

[Caine]

damn sweet news.  now i have no worries about how much i play the thing.

[Rubyeye]

SO HAPPY!  Glad to hear this!

[papasmurff]

Good times....hopefully i won't need it for the 5th time but when I do I know I will have it.

[DonD]

Do I get compensated for purchasing the extended warranty now that the standard warranty is longer than what I purchased?

[Brendan]

Do I get compensated for purchasing the extended warranty now that the standard warranty is longer than what I purchased?

Not sure - when the warranty was extended to a year, the extended warranties were tacked onto the end of that.  It's likely to be the same issue.

[Calvin]

Thats fantastic news!!! It took much too long, but good on you for owning up to it Microsoft! 

[papasmurff]

Here is my question....are they planing on the 360 breaking within 3 yrs? cause this is the second time they have extended their warranty.

[Brendan]

Here is my question....are they planing on the 360 breaking within 3 yrs? cause this is the second time they have extended their warranty.

No, they're continuing to improve manufacturing processes, and want to build back customer goodwill.

[godhugh]

For any customer who has previously paid for repair expenses related to the three flashing lights error message on the Xbox 360 console, Microsoft will retroactively reimburse them.

How, exactly, will I get that refund? Does MS send me a check or something?

[PeteRock]

Now I won't cringe quite as much every time I turn my 360 on.   

+1

[Knightshade Dragon]

Now I won't cringe quite as much every time I turn my 360 on.   

+1

For me I get a shiver up my spine when I turn it off.  Is this the last time I'll see it alive?

[Brendan]

No longer - now you've got universal console health care!

[warning]

Very nice job.  I was thinking about selling mine after I've played this fall's new releases but this changes that.  I would really like to know what the failure rate has been for 360's.  Obviously it's not quite the 3% they were trying to tell us.

Anyway, excellent job for Microsoft.  It's going to cost them a buttload of $$ but it's worth it.

[Brendan]

Very nice job.  I was thinking about selling mine after I've played this fall's new releases but this changes that.  I would really like to know what the failure rate has been for 360's.  Obviously it's not quite the 3% they were trying to tell us.

3.29%...

Here's the details in the FAQ:

Q: What are you rolling out that is new?
A: While we maintain our one-year console warranty (two years in some countries), Microsoft is extending the terms of its Xbox 360 warranty to three years for certain general hardware failures which are indicated by three flashing red lights on the console.  This will apply to new and existing customers and we will retroactively pay back the out-of-warranty repair costs paid by customers for console problems indicated by the three flashing red lights.

Q: How does this warranty differ from your existing warranty?
A: Currently, any Xbox 360 is covered by a one year manufacturer’s warranty (two years in some parts of the world).  If the console is out of warranty, there is a charge to have it repaired.  It then comes with an additional one year repair warranty.  With these changes, there is effectively a three year warranty with no charge for repair for general hardware failures indicated by the three flashing red lights error code which displays on the console. 

Q: Is this effective worldwide?
A: Yes, these policies are global.  The new policies are now being instituted in our customer service centers around the world, which may take a few days to fully implement.

Q: When does the policy change go into effect?
A: These new policies are now being instituted in our customer service centers around the world, which may take a few days to fully implement. They will apply to new and existing customers. For the latest information, customers should visit Xbox.com.

Q: Is there any health or safety issue at play here?
A: This is in no way related to any sort of product safety issue. 

Q: Do I get a refund?
A: Yes, we will reimburse any customer who was out of warranty and paid for repairs due issues indicated by the three flashing red lights error message.  Customer should expect to receive a check in 10-12 weeks.

Q: How does this affect my extended warranty bought from my retailer?
A: You’re still covered under your existing warranty for issues outside the scope of this specific three-year warranty.   

Q: Have you identified a root cause that can lead to failure?
A: There is not a single issue that we can point to as being a problem.  We test the product extensively, including accelerated life testing, but the nature of the console itself is very complex, as it’s a consumer electronic product that contains more than 1,700 different components and 500 million transistors. 

There are a variety of scenarios that can cause a general hardware failure.  Only the indicator (the three flashing red lights) is always the same.

Q: Who do I contact with further questions?   
A: Please contact your local Xbox Customer Service (1-800-4-MY-XBOX in the US and Canada).

[Laner]

Do I get compensated for purchasing the extended warranty now that the standard warranty is longer than what I purchased?

The just-announced warranty only covers the three lights o' doom.  Any other problem would be covered by the extended warranty you purchased.

[Knightshade Dragon]

Do I get compensated for purchasing the extended warranty now that the standard warranty is longer than what I purchased?

The just-announced warranty only covers the three lights o' doom.  Any other problem would be covered by the extended warranty you purchased.

Has anyone else had any other problems? 

[Soulchilde]

Do I get compensated for purchasing the extended warranty now that the standard warranty is longer than what I purchased?

The just-announced warranty only covers the three lights o' doom.  Any other problem would be covered by the extended warranty you purchased.

Has anyone else had any other problems? 

no hehehe

[godhugh]

Do I get compensated for purchasing the extended warranty now that the standard warranty is longer than what I purchased?

The just-announced warranty only covers the three lights o' doom.  Any other problem would be covered by the extended warranty you purchased.

Has anyone else had any other problems? 

I've been having an issue with my wireless controllers, but I haven't called support yet.

[noun]

3.29%...

I bet that number is correct if you move the decimal point one place to the right.

[semiconscious]

WHOA.  Just read this in the link:

Microsoft will take a $1.05 billion to $1.15 billion pre-tax charge to earnings for the quarter ended June 30, 2007 for anticipated costs under its current and enhanced Xbox 360 policies.

gellar

3.29%...

I bet that number is correct if you move the decimal point one place to the right.

definitely some kind of new math...

[Eduardo X]

3.29%...

I bet that number is correct if you move the decimal point one place to the right.

Or if they compile it monthly and don't count what broke the month before.

[Jarrodhk]

Do I get compensated for purchasing the extended warranty now that the standard warranty is longer than what I purchased?

The just-announced warranty only covers the three lights o' doom.  Any other problem would be covered by the extended warranty you purchased.

Has anyone else had any other problems? 

Yes.  I've never seen the red lights of doom on my systems.  I'm on my 4th one.

[Arkon]

Do I get compensated for purchasing the extended warranty now that the standard warranty is longer than what I purchased?

The just-announced warranty only covers the three lights o' doom.  Any other problem would be covered by the extended warranty you purchased.

Has anyone else had any other problems? 

Not a single one of my 5 360's was 3 red lights.

[Knightshade Dragon]

Wow - count me surprised.  I thought the three lights thing was more common among our brethren. 

[HankRaptor]

Great News...

[Farscry]

Do I get compensated for purchasing the extended warranty now that the standard warranty is longer than what I purchased?

The just-announced warranty only covers the three lights o' doom.  Any other problem would be covered by the extended warranty you purchased.

Has anyone else had any other problems? 

My first system died without the red rings of doom.

[papasmurff]

Do I get compensated for purchasing the extended warranty now that the standard warranty is longer than what I purchased?

The just-announced warranty only covers the three lights o' doom.  Any other problem would be covered by the extended warranty you purchased.

Has anyone else had any other problems? 

Only 2 RRoD of my 4

[kronovan]

Well...based on how many are saying their units died without the 3 RRoDs, the next order of the day is for someone to figure out how to force them on. 

Anyways...this is most definitely a step in the right direction for MS and so much better than Mr. Moore's fumbled damage control of just a few months ago.
I'm still going to wait for the new 65nm SKU, since this will now certainly eliminate my possibility of buying a heat damaged unit for cheap. I'm gaining more and more confidence daily that the new 360 SKU will have better heat management and will be more reliable in general.

With a 1.05 - 1.15 Billion cost to MS, honestly someone's head should be made to roll.

[mikeg]

I take back what I said earlier.  If this truly only covers the 3 red lights, then MS sucks and they still will never get my money for another console so long as I live.  After this one, I'm done with em.

[Azhag]

Thankfully I still haven't had any issues (1 1/2 years and counting), but this past week it has started making a weird clicking noise occasionally while the drive is working hard which has me worried...

[Turtle]

Internally, MS crunched the numbers and knew they'd get hit with some seriously bad PR on top of possible lawsuits and other consumer actions.

It's just like how they crunched the numbers and decided to release the console even though they knew there'd be problems.

It's still good that everyone can get their system's fixed, but don't mistake this as anything but covering their asses.

The article clearly states that it only covers the three red rings error.