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- wageslaven, on 10/12/2007, -12/+39Great news. While ive never had a trouble with my XBox Premium, im tired of hearing all the haters screaming FUD about MS's reliability.
This should undermine that nonsense just fine. - Renegade.eit, on 10/12/2007, -1/+22Keep digging this guys,
Hopefully, the positive attention this gets will show other companies how important a good repair and exchange service is. - zaid, on 10/12/2007, -4/+23I don't think this service enhancement has anything to do with undermining "haters", but addresses legitimate concerns people have had with Microsoft customer service. They scaled back their own service, making people pay for shipping costs where they were covering the cost before. Bringing it back to their old, higher standards is a step in the right direction.
- inactive, on 10/12/2007, -3/+18or just good custoemr service. Something Apple should copy.
- taxman, on 10/12/2007, -0/+14I just replaced my 360 last Saturday cos the screen started freezing up. Made 1 phone call last Wednesday and i got another console right at my doorstep on saturday and all i had to do was give my old console to the delivery guy. No hassles. Sometimes its better not to live in the US.
- SquirrelOnFire, on 10/12/2007, -0/+11I had a good experience with MS's old way of doing business. They shipped me a postage paid package and got it back to me in the amount of time that they said they would (though I am glad to hear that they are trying to cut that time down). The phone reps were helpful, and MS sent me emails updating me when they received and when they shipped the xbox.
Only problem -- once I got it back, it only worked for ONE DAY before the ole red ring showed back up. Currently waiting for it to be fixed again.
Course, given the ludicrous amounts of schoolwork I have right now, thats probably a good thing... - bergur1, on 10/12/2007, -1/+11I have never had a problem with MSFT returns. My wireless mouse was acting really weird and annoying and I called. After an awkward hour of two people trying to talk to me at once over the phone they sent me a brand new mouse of the same brand still intact in the box within the week. They even called me in the evening to make sure I got the package. Best part about it was that I didn't have to return the old mouse.
- fkr3, on 10/12/2007, -4/+14Microsoft just isn't evil. They might have started with some questionable practices, but every corporation has skeletons in their closet. Microsofts' just happened to "come out of the closet".
Between the Gate's charitable works, Microsoft's current generation of operating systems / software and their growing respect for consumers Microsoft is doing some really amazing stuff.
Hopefully within another few years people will stop kicking around rhetoric older than they are. - jull1234, on 10/12/2007, -1/+9Pretty sure its retroactive.
- eriksanerd, on 10/12/2007, -2/+8Does this mean if I bought an Xbox 360 four months ago, it is now covered again? Or is this just for console purchases after the change?
- victorc26, on 10/12/2007, -0/+5It's the way it should be, but few companies actually do this.
Microsoft is one of the few companies that's actually doing this now. - jull1234, on 10/12/2007, -0/+5Sonofabitch. I just got mine back today after having to pay to ship my console down to Texas (MS only covered return postage). Oh well, I suppose I'll be covered next time I get to send it in (this will be my 3rd replacement console).
- fredpenr, on 10/12/2007, -1/+5Well I got my 360 and it died 4 days after starting it up. I phoned MS, and they sent out a box, that was 26 days ago and counting. They phoned 6 days ago to ask if I received the box, and I'm still waiting..... There goes $26 CDN for my first month of Xbox live. I don't have anything good to say about my experience.
- Segitz, on 10/12/2007, -4/+8I get a feeling that this is damage control over too many dead systems!
- mediaphile, on 10/12/2007, -1/+5Oh! So close. You almost had the right 360 thread.
- itsradBrad, on 10/12/2007, -1/+5It is retroactive. I received a check in the mail this morning. $142.39 reimbursement for my repair in December of 2006. It has come to our attention that...blah blah blah. Here's some cash. I figured someone sued them or something.
- Saabzilla, on 10/12/2007, -0/+4I have sent TWO consoles back. The first was due to a CD drive failure in which I had to pay to ship it to the McAllen TX service center. This was when the warranty was only 90 days, they did pay return shipping and sent me a refurb. Not a big deal I had it back in less than 2 weeks and all was good.
The refurb crapped out when I got the 3 red light on the ring. I called and was covered under the new 1 year but still had to pay for shipping. I did get my original (or the refurb they sent me the first time) back rather than another refurb. It would have been nice to not have to pay for shipping again.
Does any one know if they are going to do rebates for people who had to pay for shipping? I would like my $30 dollars back (purely out of principle). - ldbjr, on 10/12/2007, -0/+4My xmas 2006 machine died last week (3 months old). Started with screen freezes and within a couple of days it wouldn't boot at all and had the 3 red lights. Made the phone call 2 days ago and now I'm waiting on my empty box. I'm glad I'm not having to pay for postage but damn it's annoying. I've got a half dozen game consoles hanging around that span the last 20 yrs or so (going back to NES) and this is the 1st time I've had one fail.
- HuskyHog, on 10/12/2007, -0/+3SWEET
just in time for me to send in mine lol - HappyScrappy, on 10/12/2007, -2/+5I'm not a hater, and it's not FUD.
My 360 broke through no fault of my own.
It'd be really great if you'd stop accusing those of us who had problems with our 360s of being liars or haters.
As to the warranty tweaks, forget it. The two biggest problems can't be solved by changing the warranty terms. Those are:
1. That it broke in the first place. Just make it work right, and you don't need to adjust your warranty all the time. And whether I pay to get it fixed or it's fixed for free, having it break and gone for a while just sucks.
2. Their service is awful. I shouldn't have to call back to keep their process of sending me a box on track. If I hadn't called back every two days they never would have sent me a box, because each time they called, they were surprised none had been sent yet. I should be able to call once, and they say they'll send a box and they send it with no further effort on my part. - GhostToon, on 10/12/2007, -0/+3this is great news for me since my launch premium just died on me about 5 days ago. Its not under warranty but at least I will get the same box back and sooner.
- JagoX, on 10/12/2007, -0/+3Ok then explain to me why the first time I called the guy had an insanely strong Indian accent? and why when I've called for not only the 360 Tech Support but also to activate some copies of Windows?
- gnawph2, on 10/12/2007, -0/+3Great, this just after I've had to send by my power brick once, and my original console.
At least if I have further problems I won't have to pay. - mediaphile, on 10/12/2007, -0/+3Can I get mine repaired for being too loud?
- pennstateyork, on 10/12/2007, -0/+2So i found out today that my 360 i bought July 23, 2006 had failed me today. I turned it on today to only find out that i had 3 blinking lights. I had some problems about a week ago but thought it would work itself out. So i decided to call customer service after the troubleshooting tips didn't work. Found out that they extended the warranty and lucky me, i wouldn't have to pay shipping. Their sending me the prepaid box this week. So hopefully i get it back in the time they told me. They were really friendly and willing to work with me on the phone. I also found out i can extend the warranty from july 1st for another year for only $24.95 which i'm pretty sure i'll do so i wont' have to pay $130 if it fails after that.
I'm so glad they extended this warranty. - twylight, on 10/12/2007, -0/+2Oddly I just sent mine in and got it back.
I paid to ship, they paid to return.
It was super fast and they sent me a new unit - which is MUCH quieter than the one I sent in. I was pretty happy with the whole process considering how pissed I was it broke in the first place (unit was from launch day, got the checkboard of death, had to pay $130)
Oh well I guess this is a good thing. I played my PC and Wii while I waited...and my ps2 (god of war ][ ftw) - ripper365, on 10/12/2007, -1/+3And with a fresh 1 year warranty!
- jull1234, on 10/12/2007, -0/+2Keep the box around, so that if they decide to stop paying for shipping again, you'll have something to send it in without having to buy one at the UPS store for like $8.
- crcurran, on 10/12/2007, -7/+9my nephew had a good experience with replacing his x360.
I've had no problems with my x360. - mediaphile, on 10/12/2007, -0/+2yeah, now that they promise to send your original console back, it doesn't seem like there'd be a point.
is that really a good thing? i'd rather get a brand new console back than the old one that's been "fixed". - h00ligan, on 10/12/2007, -0/+2this is what they used to do and then took it away. now they get a win for bringing it back?
http://www.test.thebigboxproject.com/joomla/index.php?option=com_frontpage&Itemid=1 - inactive, on 10/12/2007, -0/+2They kinda have to do this. Either that or piss off a lot of people, which they can't afford to do in these next-gen wars.
I'm not sure why it is, but there are a lot of 360s out there that have ***** up in some way. Half the people I know who owned one had an issue. Personally, I haven't had a single problem. Maybe it was just an issue with the first gen shipments?
But it's good to know that if it DOES go bad, it's covered, which is what they should do.
I'm surprised. This is a good move on Microsoft's part. - behn1220, on 10/12/2007, -0/+2I had the exact same thing happen to me about 6 months ago...my original console died, I got a replacement unit, it died within a week and I then I got a third console. When all was said and done I was without my 360 for about 2 1/2 months but to compensate me for my troubles they sent me a free game. My third console has worked perfectly so far.
- armyturtle, on 10/12/2007, -2/+4My xbox has been acting up for quite a few months now - I haven't had the time to bother with it long enough to tell whether or not the freezing up & resetting was a consistent thing. Luckily it started to happen more frequently with only a week to go left on my 1 year warranty (or so I thought). I called their service number to inquire about the issues & repairs I've heard about. They instructed me to box it up (minus the cords) and send it in to them for repair. I asked them about getting a shipping label sent to me so they could pick up the tab for shipping. The lady just about laughed at me. She didn't understand the concept of me buying an xbox and expecting not to have to pay MORE money to ship it out for a manufacturing defect problem to be resolved. I was told that wasn't how it worked and if I wanted the warranty service that I would have to pay the shipping costs. "Do know how much this F@#King thing weighs???" I told her.
It's okay though - I had the last laugh. You see I bought it at Costco - which is exactly where I took it back for a 100% refund. I got a replacement box first, swapped the hard drives (so I could keep all my live arcade purchases) and returned their crap to the store. (I even told the lady on the warranty service phone line that I was going to do this & stick it to them anyway - that was fun.)
Bastards. - TheCash, on 10/12/2007, -0/+2I'm glad they did this update, as 'Wilbur' at MS tech support tried to tell me I had to cover the shipping costs of sending my unit in for a fix, because even though it is covered by the one year warranty, they used to only send postage paid boxes to customers still in their 90 days of purchase.
At the time I thought he was just being a good rep when he agreed to send me the prepaid box (after I semi jumped on his ass about it and asked for a supervisor) but now I find that they decided to let it slide because this announcement was going to come out in three days anyway.
Oh well, my box is on it's way and should be fixed soon enough. What do I care if it's one of the 3 percent manufacturing error boxes as long as they return it to me in working order free of charge? It took multiple class action lawsuits before Sony agreed to repair my original PS2 after the drive failed, and then I went through the same thing again with my Slim PS2 after it started overheating and shutting down after 2 minutes of GTA III. - longhair, on 10/12/2007, -0/+1My 360 just died today. This is the second time. Happened last march as well. Just talked to them on the phone and they are sending the box to me in three days.
- jull1234, on 10/12/2007, -0/+1@mediaphile
The problem is that they don't send you a brand new box, its still one that has been 'fixed' just not the original one you sent in. The only difference I could think of would be cosmetic issues with, say, a scratched case or something. - JagoX, on 10/12/2007, -0/+1Guess I won't need to call anymore...I got my refund check earlier today!
- JagoX, on 10/12/2007, -0/+1Right...but like I said I've called MS Tech Support a goof 3-4 times and EVERY time I've called it's been someone with an Indian accent.
...plus when I've called for my 360 the people I've talked to are complete idiots and don't even have their information straight. - InstantRamen, on 10/12/2007, -3/+4Not to kill to good mood here but when i called sony a bout my ps3 not working right . they sent out a paid postage box and i sent it up there and they sent me a new one in a bout a week...
- modestmouse, on 10/12/2007, -0/+1This is fantastic news (and I don't even own an xbox). Talk about making all the right moves. The tone of the communication is very convincing as evidence of serious a commitment to the notion that what is good business is good for their business. I hope this idea manifests in similar ways throughout the industry.
- warcry, on 10/12/2007, -0/+1Well this is good news, now people won't have to deal with the DRM problems that occur when getting a refurb. I just received my replacement system yesterday, and I have to call up since I can't play any of my purchased live arcade games offline. I also can't play them under any other gamer tag other than the original tag I signed up with.
- MumbleyJoe, on 10/12/2007, -0/+1Excellent point warcry. Sadly, this isn't going to help people like me who have already had a new unit sent to them and have to deal with the crappy DRM bug.
- HappyScrappy, on 10/12/2007, -1/+2I had to call them twice the first day, then every two days for 8 (business) days to get them to send a box. Every time except the first they said they sent it, but every time except the last, they didn't actually.
What complete goobers.
And yeah, it took 30 days, so 1 month Live Gold for me wasted too.
They've bungled this pretty badly, they need to get back on track somehow. - Roedran, on 10/12/2007, -0/+1No worries. You'll attack your old HD to the new unit, power up, retrieve your XBLA account details, and WHAMO everything is unlocked.
I've sent my 360 back to MS once. The serviced it fast, got a replacement unit back to me, and smooth sailing since. - angryxboxer, on 01/24/2008, -0/+0they definitely have a call center in india. i've called multiple times and spent ages on hold listening to bad Indian radio and navigated many heavy Indian accents. Got a US customer service person once who said she knew exactly what I meant when I complained about the overseas calls and lack of English-speaking agents.
- mathewdev, on 10/12/2007, -1/+1yeah I had trouble with mine, but the MS rep just told me to return it where i bought it so it would be replaced quicker, he asked me for a refund if i wanted. I wish I took the refund so I can get the Elite!
- jull1234, on 10/12/2007, -1/+1This is about enhancements beyond the extension to 1 year.
- JagoX, on 10/12/2007, -1/+1I did...and you know that just b/c it has a US phone number doesn't it is being forwarded to a US call center right?
- aerotive, on 10/12/2007, -2/+2Competition FTW.
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