Xbox 360 Defective and Replacement Process... - Canadian TV, Computing and Home Theatre Forums
 

Go Back   Canadian TV, Computing and Home Theatre Forums > Entertainment > Video Game Consoles and PC Gaming

Reply
 
Thread Tools Search this Thread Display Modes

Old 2006-12-10, 11:43 AM   #1
markl
 
Join Date: Nov 2006
Posts: 261
Default Xbox 360 Defective and Replacement Process...

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?
markl is offline   Quick reply to this message
Sponsored Links
Advertisement
 
Old 2006-12-10, 01:31 PM   #2
ac
 
Join Date: Mar 2003
Location: Vancouver
Posts: 179
Default

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.
ac is offline   Quick reply to this message
Old 2006-12-10, 07:38 PM   #3
Hydroaxe
 
Join Date: Nov 2006
Posts: 97
Default

Quote:
Originally Posted by markl View Post
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.
Hydroaxe is offline   Quick reply to this message
Old 2006-12-10, 09:14 PM   #4
threeputt
 
Join Date: Nov 2005
Posts: 140
Default

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.
threeputt is offline   Quick reply to this message
Old 2006-12-10, 10:58 PM   #5
Regis
 
Join Date: Jan 2006
Location: Courtice,Ontario
Posts: 163
Default

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...
Regis is offline   Quick reply to this message
Old 2006-12-10, 11:40 PM   #6
fuzzai
 
Join Date: Dec 2005
Location: North Bay, Ontario
Posts: 225
Default

Quote:
Originally Posted by markl View Post
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.
fuzzai is offline   Quick reply to this message
Old 2006-12-10, 11:52 PM   #7
QuantumFluxx
 
Join Date: Jan 2006
Location: Hamilton, Ontario
Posts: 190
Default

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)
__________________
Pioneer KURO Elite Pro-101FD Signature Series | Sony Playstation 3 | Sony STR-DH800
QuantumFluxx is offline   Quick reply to this message
Old 2006-12-10, 11:58 PM   #8
JohnnyCanuck
Moderator
 
Join Date: Feb 2004
Location: Vancouver, BC
Posts: 4,665
Default

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.
JohnnyCanuck is offline   Quick reply to this message
Old 2006-12-11, 11:08 AM   #9
markl
 
Join Date: Nov 2006
Posts: 261
Default

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.
markl is offline   Quick reply to this message
Old 2006-12-11, 06:09 PM   #10
Skidz
 
Join Date: Jan 2005
Location: 6o4
Posts: 452
Thumbs down

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.
__________________
The Older I Get,The Better I Was
Skidz is offline   Quick reply to this message
Old 2006-12-11, 06:29 PM   #11
uberchuckie
 
Join Date: Jul 2005
Location: Nepean, ON
Posts: 370
Default

I bought the extended warranty from EB games. It was one free replacement within a year of purchase, no questions asked.

My friend took advantage of this when his XBox 360 failed. He has the same extended warranty with EB and he didn't have to deal with Microsoft.
__________________
Sanyo Z700, RX-V1800, DMP-BD35, XBox 360, Apple TV 2, Paradigm Monitor 7, Athena AS-B1, AS-C1, AS-R1
uberchuckie is offline   Quick reply to this message
Old 2006-12-12, 08:02 AM   #12
markl
 
Join Date: Nov 2006
Posts: 261
Default

Well I called last night to get the tracking number of my return box that I was told would be shipped out this weekend. What I found out was that it never shipped yet and that the service department isn't open weekends and therefor does not ship then either. So I guess the first CSR either lied or did not know. When I mentioend that last night I was told that they have a lot of new call center support staff that were added to handle the volume of recent calls and a lot are not properly trained, to which I said "not my problem and not a valid excuse".

The CSR last night also told me that due to the volume they did not get to my case yet and hence haven't processed the box shipping, she also went on to explain that MS was doing everything possible to fix these issues and have extended warranties, etc. I told her that none of this doesn't help me and nor was my warranty extended as I don't have a 2005 unit, however she didn't seem to care in the least. Basically I just have to waint until they get to it. When I mentioend the class action suits being filed and numbers of issues being reported in the forums she said that was still a very small number compared to the number sold and thus was not a defect.

So they are adding new CSRs and admit they are behind due to volume of issues coming into the service center yet there are no real issues.

I can see this soap opera dragging on for some time...
markl is offline   Quick reply to this message
Old 2006-12-12, 09:13 AM   #13
Mole
Veteran
 
Join Date: Jan 2004
Location: Toronto
Posts: 2,246
Default

Not to defend them but I hear their sales are through the roof due to lack of WII's and PS3's so it could be newbies and not defectives that are creating their traffic problems.


Still hope the come through for you though. Mine just died as well and with every one of my sons Christmas presents being based around the 360 I may just bite the bullet and buy another core system with extended warranty to be sure that there is a working box there for Christmas and avoid the headache, also will have lots of spare parts that way.
__________________
"I've sworn off agnosticism, which I now call cowardly atheism" James Cameron
Mole is offline   Quick reply to this message
Old 2006-12-12, 09:45 AM   #14
markl
 
Join Date: Nov 2006
Posts: 261
Default

Quote:
Originally Posted by Mole View Post
Not to defend them but I hear their sales are through the roof due to lack of WII's and PS3's so it could be newbies and not defectives that are creating their traffic problems.


Still hope the come through for you though. Mine just died as well and with every one of my sons Christmas presents being based around the 360 I may just bite the bullet and buy another core system with extended warranty to be sure that there is a working box there for Christmas and avoid the headache, also will have lots of spare parts that way.
It is the service department itself that is busy as well, not just the CSRs so that seems to imply boxes being shipped back for repair more so than jsut newbies calling for help.

Same issue here, going to be a few 360 based gifts that can't be used come Christmas morning Don't have the money to burn to go buy a new spare at this point.

I'm jsut going to keep calling them daily for updates until I get the new unit, only thing I can do at this point. What worries me is that I have heard stories of any where from 8 days to 5 weeks to get a replacement, it seems all too easy for your request to fall through the cracks at MS if you don't keep on them and follow up. Took me 4 calls and 2 faxes just to get an extended warranty.
markl is offline   Quick reply to this message
Old 2006-12-12, 12:52 PM   #15
redskull
 
Join Date: Oct 2004
Posts: 419
Default

How much does the extended warranty from Microsoft Canada cost? Also, how long after purchase can you get it?
redskull is offline   Quick reply to this message
Reply

Tags
lemon, pos

Quick Reply
Message:
Options

Register Now

In order to be able to post messages on the Canadian TV, Computing and Home Theatre Forums forums, you must first register.
Please enter your desired user name, your email address and other required details in the form below.
User Name:
Password
Please enter a password for your user account. Note that passwords are case-sensitive.
Password:
Confirm Password:
Email Address
Please enter a valid email address for yourself.
Email Address:

Log-in

Human Verification

In order to verify that you are a human and not a spam bot, please enter the answer into the following box below based on the instructions contained in the graphic.



Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Posting Rules
You may post new threads
You may post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off



All times are GMT -4. The time now is 04:58 PM.

Search Digital Home

Powered by vBulletin® Version 3.8.6
Copyright ©2000 - 2014, Jelsoft Enterprises Ltd.