Xbox 360 Defective and Replacement Process...

[markl]

Had 360 now for about 3.5 months, light use. Was working fine Dec 8 at lunch when I popped it on for a few mins to see what might be new to
download, all was well. Never had an issue to date. That evening I turn it on and get the 3 flashing lights. All the troubleshooting didn't work.

Fortunately I bought extended warranty. Call support and find out that
there is no longer free shipping to MS repair, even with warranty, new policy
as of Dec 1. So I bitch and complain and finally get them to ship it free
due to all my previous issues with trying to even buy an extended warranty
(long story, took 5 calls, 2 faxes, and 3 weeks to get).

So now I'm basically without the 360 till after the new year as both I and
the CSR agreed the chances were slim to nil of getting it back before then
with holiday shipping and days off.

So a new console used lightly and properly with no issues to date just dies
out of the blue, no warning at all. Grand :-|

In terms of the replacement process in Cnaada I understand they send new units, not refurbs so that is a plus I guess.

What expereince have people had with the return process? How long does it typically take to get the return box, ship it back, and receive a replacement unit?

[ac]

I have had to send in two units. The first time it took weeks to get the box for shipping. I found out that they screwed up on the shipping and had to call several times to get it straightened out. Once I had the box and shipped it back (on a Wednesday), I received the new unit on Monday.

My new Xbox died two weeks later. The second time, I received my box in a couple days and again shipped it out on a Wednesday and received it the next Monday.

If you don't get your box in 3 or 4 days, call back and check to see if they processed the order correctly.

[Hydroaxe]

Originally Posted by markl

Had 360 now for about 3.5 months, light use. Was working fine Dec 8 at lunch when I popped it on for a few mins to see what might be new to
download, all was well. Never had an issue to date. That evening I turn it on and get the 3 flashing lights. All the troubleshooting didn't work.

Fortunately I bought extended warranty. Call support and find out that
there is no longer free shipping to MS repair, even with warranty, new policy
as of Dec 1. So I bitch and complain and finally get them to ship it free
due to all my previous issues with trying to even buy an extended warranty
(long story, took 5 calls, 2 faxes, and 3 weeks to get).

So now I'm basically without the 360 till after the new year as both I and
the CSR agreed the chances were slim to nil of getting it back before then
with holiday shipping and days off.

So a new console used lightly and properly with no issues to date just dies
out of the blue, no warning at all. Grand :-|

In terms of the replacement process in Cnaada I understand they send new units, not refurbs so that is a plus I guess.

What expereince have people had with the return process? How long does it typically take to get the return box, ship it back, and receive a replacement unit?

My 360 suddenly quit in late August. It was manufactured in October '05. I was really pissed off because it was mint and I hardly ever used it. I just knew it was because of faulty hardware and I didn't want to pay for their shoddy design, so I waited until Microsoft admitted there was a problem (more than the misleading 5% first reported) with launch consoles, which was weeks later. I really can't remember exactly how long it took to get it back because like I said, I don't play it every day, but I think it took 2 weeks or less. The one I have now was manufactured in May '06. Was yours made later than '05? Am I ever going to be pissed if this one dies in another 8 months.

[threeputt]

I had an original launch model, manufactured in Oct 05. It died about 2 weeks ago. They sent me a box, I sent the unit back (minus hard drive and power supply) and received another unit that was dated May 06. The whole process took less than two weeks and I was happy with the response. $hit happens, I did not have to pay a cent for shipping and was impressed with the folks I talked with on the phone. Repair center is in Vaughan, Ontario and with me being in Ottawa, it did not take long at all for the shipping. I will now pay for the extra warranty, just in case something happens to the replacement unit.

[Regis]

Sent back the Xbox Furnace 360 this summer.
After bitching at CSR's for 2 days got the repair down from $130cdn to $30.
They sent out the box and got a new one back in a week.
This is simply bad design.....or maybe designed destruction...

[fuzzai]

Originally Posted by markl

In terms of the replacement process in Canada I understand they send new units, not refurbs so that is a plus I guess.

Where did you hear this? or read this? Just interested in for my warrante sake, cuz i really would not want someone elses broken box.

[QuantumFluxx]

I am on my third Xbox 360. My first one died one month after the system launched, on December 26th. It took Microsoft almost a month to send me the box because they were screwing things up somewhere. I had to call and harass them every day, eventually it got straightened out and the next day had the box at the door.

The second time it died was beginning of october. That statement they told you about new policy not to pay for shipments as of december 1st is a load of bull. They told me the same thing back in october that it was just changed in september or something.

All in all, I feel you're pain man.

Also about the sending back new units. I don't know if thats true. They sent me a refurbished one. I can tell its refurbished because its got some slight scratches on it, and it was made a week from when my previous one was made (october 2005)

[JohnnyCanuck]

I can't begin to describe the brutal experience I had with MS on a defective 360. Simply put, the very worst customer service experience of my life. I didn't have to pay anything, but the rude treatment on the phone, the poor information, the laziness, the time involved, and everything else make really question whether I buy anything from MS every again. The only good thing I would say is that MS Canada (when I finally figured out how to reach someone with some authority) is going to send me some free stuff to make up for it.

To the poster who was impressed by the Xbox Support phone staff ... you got really lucky. I will never talk to those ______ again. If the new box breaks, I would rather throw it away then ever go through this again.

[markl]

It was the CSR that told me they only send new units out in Canada, for whatever that is worth.

JohnnyCanuck - Care to PM me your contact at MS Canada? I plan to follow up on this with a letter explaining my issues and concerns. I have been a MS based developer for nearly 15 years now, having spent thousands of dollars on MSDN and related over the years, so I am bit unhappy with the current treatment on the 360 issues I have been through to date.

[Skidz]

I have to agree with JohnnyCanuck about the horrible CS @ MS,my last fiasco was a defective hd-dvd drive, when I called them about it they would do nothing except tell me to return it to the retailer I bought it from.

[Ed*Wheaton]

I was just wondering if anyone here that had a 360 sent back for "repair" got their refund that Microsoft told us we were supposed to get a while back.Still waiting for mine.

Ed

[acastruc]

I've phoned several times, each time being told the refunds would be mailed out automatically in 10 weeks time. I've concluded that they really don't have a clue....

[acastruc]

Got my cheque in the mail a few days ago, so it looks like yes they are being mailed out....

[Ishmael]

I got mine in mid January.....

[Ed*Wheaton]

Finally got my refund in the mail yesterday.Talk about waiting till the last minute.They said they would be out by the end of March well they were right.

Ed