Microsoft expands Xbox 360 warranty for red ring sufferers
by Christopher Grant 
{ Jul 5th 2007 at 4:54PM }
Xbox exec Peter Moore also published an open letter to the "Xbox Community" addressing hardware failure and promising "policy changes intended to keep you in the game, worry-free." Whether or not these policy changes include actually fixing the underlying hardware issue or just improving the support after the fact is unclear, but Moore finishes saying, "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." Classy show, Microsoft. Real classy. Let's hope this move is coupled with hardware revisions to keep your customers -- and shareholders -- happy.
Read – Microsoft Expands Xbox 360 Warranty Coverage (press release)
Read – Open Letter From Peter Moore (Xbox.com)
Read – Expanded Xbox 360 Warranty Coverage FAQ
Reader Comments (Page 1 of 4)
steve @ Jul 5th 2007 4:59PM
But its under 5% failure rate microsoft?
gozer @ Jul 5th 2007 5:00PM
holy crap!
well good for them, although it really is a backhanded admission of high hardware failure.
Spitkicker @ Jul 5th 2007 5:00PM
Once again Microsoft's customer service is top notch. Now fix the freaking problems so you can really kill the PS3! Great move.
Pixelantes Anonymous @ Jul 5th 2007 5:00PM
The $1.05B to $1.15B financial charge Microsoft is taking over this is NOT going to keep the shareholders happy, that's for sure.
BTW, I just saw a HUMONGOUS flock of flying pigs outside the window.
JonnyBoy2U @ Jul 5th 2007 5:01PM
The trolling has already started....
LOL this site is ridiculous.
I'm glad MS is doing something about this since the media seems intent on killing them for it.
crake @ Jul 5th 2007 5:02PM
does this mean that for the people who had to pay to get their 360 fixed, they will be re payed for the cost?
Grindstone @ Jul 5th 2007 5:01PM
Well this is good (albeit late) news. Still, mine's been working fine since 12/2/05, so I guess that leaves me with just over a year to use this new policy. Should I intentionally break it...? Hmm...
kingofwale @ Jul 5th 2007 5:02PM
1 billion in 1 fiscal year. if my math's right, let's say that 1 repair will cost 100 dollars. that means all of Microsoft's units sold (10 million of them) will experience a repair in next year?
Not sure if xbox owners should sleep at night. ;)
Zach @ Jul 5th 2007 5:08PM
You know, I had my 360 die of hardware failure twice... each time the Customer Service has been top notch and they admitted to their faults and fixed it.
I had an iPod that died 2 weeks out of warranty due to a battery failure, and Apple just told me to GFMyself.
I have to give MSoft credit that even though the hardware is flawed, they sure know how to take care of their customers...
aZTEKv2 @ Jul 5th 2007 5:05PM
wow, july 5th, the day i pooped my pantalones.
Stewie @ Jul 5th 2007 5:07PM
But hang on, what happend to these statements?
http://www.gamesindustry.biz/content_page.php?aid=22776
http://www.gamesindustry.biz/content_page.php?aid=25864
Microsoft have beeb lying to people for 18 months about the 360 failure rate. They only come clean, when critical mass is such that there is no way they can continue to cover it up...
mccomber @ Jul 5th 2007 5:08PM
Better than just continuing to ignore the problem, I'll give 'em that. With this I'll probably consider buying an Elite when they drop the price... or before that if I come across one sitting on a shelf looking like it needs a home. Either way I think I'll have a 360 before 2008 arrives.
Sully Syed @ Jul 5th 2007 5:09PM
Bravo, guys. It took you a long time, but you finally did it right and were forthright about what we all know is a real issue.
This isn't a "backhanded admission of high hardware failure", Moore was quite forthright that the current rate is unacceptable.
Fernando Rocker @ Jul 5th 2007 5:10PM
This is Microsoft way to say that the 360 have a problem.
Stewie @ Jul 5th 2007 5:11PM
And Microsoft were claiming that the Xbox division would finally make money in 2008...
I think that just slipped out the Window(s)....
razer @ Jul 5th 2007 5:12PM
Awesome MS!! This is what you need to do, be open and proactive about these failures. You don't have to come out and give exact figures, no company does that. But the very fact you are not just ignoring the issue says a lot about this console!!!
I would assume anyone that has paid for the warranty repair will be eligable for a refund. 3 years is mighty generous and better than any warranty for any console in history.
Of course now the Sony PS3tards will try to once again spin this as a negative or find a new flimsy excuse to not buy the best console this gen. I already see some of the usual trolls posting already in these comments.. Go watch some Blu-ray movies will ya?
PS - I've never had a problem with either of my 360's but it's nice to know it will be covered free of charge for years to come.
Sully Syed @ Jul 5th 2007 6:10PM
*shakes his head*
I suggest you all actually listen or read the full text of the Microsoft statement just made before commenting.
They're not subtly implying there's a problem, they're flat out saying that one exists. Over the next 10 to 12 weeks, they are apparently going to refund each person who's paid to have their Xbox 360 repaired. Other than this taking far too long to happen, I don't understand the comments being made here at all.
rom @ Jul 5th 2007 5:13PM
HELL YEA!!! FIXED 360 HERE I COME!!!!! Best news of the day. Other than that cool Halo 3 campaign screen shot.
http://www.bungie.net/projects/halo3/asset_popup_viewer.aspx?at=59&cc=21&item=0
deaftly @ Jul 5th 2007 5:13PM
this is really great of microsoft to do , given the 360 has had its fill of hardware probs, its just awesome they would extend it a full 3 years, so anyone that wants a 360 has nothing to worry about, no one has a reason to get a ps3 at all now pretty much, enjoy all the great games on 360 with no worries now.
nick @ Jul 5th 2007 5:15PM
HUGE news. Way to go Microsoft. I had a friend who picked up his 360 at Zero Hour, and had it die one month after the extended 1 year warranty expired. This is good news. Now he can get it fixed. Thank you Microsoft for addressing this. And for piece of mine on my own 360 (which hasn't had a problem), but is almost as old as his console.
x876543 @ Jul 5th 2007 5:16PM
Refuse to buy one because of the red ring of death. Last thing I want is something I bought having to be taken into repair (even if the repair is free).
Eric @ Jul 5th 2007 5:16PM
This is good news. I bought an Elite because my launch unit was starting to wear itself down (horrible drive noise, getting hot) so I'm covered once it goes down.
BulletToothTony @ Jul 5th 2007 5:38PM
really classy microsoft?? wow i didn't know joystiq was so in love with m$..
classy? classy would be a recall.. not a hazzle to ship your console every month.. anyhow..
good for you guys.. yes i am a sony fanboy, but i still don't hate on your good news.. unlike other fanboys..
good move right b4 E3, i hope it pays off.. and about the comment that costumer is top notch, good move so it kills the ps3.. well i hardly think that an extended warranty is gonna kill the ps3.. one has nothing to do with the other..
you do understand that the ps3 is not dying right?? have you not noticed all the great games coming out?? do you think people will stop buying it soon?? why does it always have to be kill the ps3??
anyhow.. congrats fellas, hope they found the problem and if any of you have to send it in, it will be truly fixed.. cheers
Pixelantes Anonymous @ Jul 5th 2007 5:17PM
razer, "3 years is mighty generous"
It was that, or face consumer class action lawsuits or FTC investigation.
That's not generous. It's simple cost-benefit analysis. They finally figured out that to continue cost-shifting their manufacturing to customers was not gonna fly much longer.
The hardware is still going to fail at alarming frequency, and it's still going to aggrevate consumers just as much as before. It's just not going to cost them as much any more.
What Microsoft really needs to do is fix the problems, not cover them with extended warranties and PR.
Salt Water Taffy @ Jul 5th 2007 5:18PM
I love the games I have on my 360 and they're the best this generation. The only thing causing a let down is the shit console quality.
While the media has been slow to notice these problems, word of mouth has been killing them. This is something they needed to do awhile ago.
Mike @ Jul 5th 2007 5:19PM
HaHaHa.... Like that is really gonna make a difference.
Peter Moore can extend the warranty to 30 Years.. Its not gonna matter cause The damn machine will only last no longer than a year...
10 million is a lot 360's out in homes, especially when about 5 mill are replacements..OUCH!!!
machrc @ Jul 5th 2007 5:19PM
Im so happy I dont have to send it off to those 3rd party people for `120$!!!!
but the towel trick fixed my xbox!!! what to do what to do!
GodisaMyth @ Jul 5th 2007 5:23PM
Microsoft finally owning up to this huge problem is a big step in the right direction.
I do think however they are not doing this to be nice, rather they are doing this because they simply have no other choice. I wondering, how close they came to a class-action lawsuit and that did a threat of some kind actually was the catalyst on Microsoft moving on this after saying there is no problem for almost 2 years.
3 years....boy that will cost them alot of $$$$$$.
But hey, what's another billion in the red to Mr. Bill.
Pixelantes Anonymous @ Jul 5th 2007 5:23PM
I suppose one good thing about this is that it gives Microsoft until late 2008/early 2009 to figure out how to fix the hw problems. Launch unit warranty runs out then.
YoRone22 @ Jul 5th 2007 5:23PM
Fernando Rocker, so you are used to Sony's way of sweeping it under the carpet? Moore said that the current failure rate is unacceptable. What do you want him to say? Lie and say there isn't a problem?
Dirk Dorkelson @ Jul 5th 2007 5:23PM
This is a nice move on their part. Obviously, the failure rate is too high. But there's no way they'd be doing this if it were as high as 33%. It'd torpedo their profits. This is simply a case of admitting they screwed up and then putting their money where their mouth is.
FWIW, my 360 (bought at launch in the U.S.) went belly up in early April (this year). I had my console repaired and back in my house within 3 weeks, and they even threw in a month prepaid card for XBL Gold to make up for the online gaming I missed. (I bought the M/soft extended warranty at launch, so I didn't have to pay to have it fixed.) Sure, it was annoying having to play my Xbox and PS2 only for a few weeks, but I came away a satisfied customer, and it was nice to get my original console back so that I didn't have to deal with all sorts of DRM issues on my Marketplace purchases.
GJM @ Jul 5th 2007 5:24PM
GodisaMyth, please get a life. Please.
Joshua @ Jul 5th 2007 5:24PM
ABSOLUTELY AMAZING! Now I have no worries about buying a 360! Great job, MS!
This is such freaking good news!
Benjamin Heckendorn @ Jul 5th 2007 5:24PM
I recently bought a 360 for myself and was glad to find I hadn't lost the receipt (just in case). It plays fine, but I think it could double as a space heater come winter.
I think uneven expansion/contraction of IC's versus circuit boards + wanky RoHS solder = RROD! Also if you compare the 360 cooling to the PS3 it's not even close - 360's like an air-cooled VW bug versus an ultra-modern sports car.
Along with 65nm they need to get some heat tubes in on that GPU since it's stuck under the DVD drive (see European fix)
Again, imagine if your PC was cooled by simply the rear fan, no small ones on the GPU or CPU. That's the 360. Still, a great system!
BNinjaC @ Jul 5th 2007 5:26PM
well no more buying exclusives for MS
Vidikron @ Jul 5th 2007 5:26PM
@23
Actually, they need to do all 3: extend the warranties (for 360's already in the market), do some PR, AND fixe the root of the problem (the X-clamps).
Anyway, you would think that if they are doing cost-benefit analyses they would have figured out that fixing the X-clamp would have solved these issues long ago rather cheaply. It's an easy fix.
kingofwale @ Jul 5th 2007 5:26PM
hmmm, tought choice tho.
what do I want? a console that doesn't break (Wii and PS3) or a console that breaks A LOT but has 3 years warranty?
why do I feel they only did it because Gates' daughter's xbox broke and was told it wasn't covered? ;)
GodisaMyth @ Jul 5th 2007 5:27PM
"31. GodisaMyth, please get a life. Please.
Posted at 5:24PM on Jul 5th 2007 by GJM"
What exactly is your problem? What do you not like about that last post?
It contained no sarcasm, and on top of that, some actual praise for Microsoft.
Talk about who needs to get a life.
Why don't you look at the man in the (hee hee) mirror and tell yourself the same thing.
It seems that you troll just to find my posts and then complain about them.
Pathetic.
shamon @ Jul 6th 2007 4:03PM
i just did it and they will be sending a box for my broken 360 and i was out of warrenty for three months so it pays to wait thank you microsoft for you support
Russ @ Jul 5th 2007 7:52PM
My 360 was one from the original batches, and it broke after about nine months. Luckily Microsoft had just extended the warranty though. Customer service was extremely fast and they had me a brand new one in about a week and a half. The question still remains though if Microsoft has actually found a permanent fix for the bug. I am that they would not extend the warranty that far unless a permanent fix is in the works.
deaftly @ Jul 5th 2007 5:29PM
makes you feel alot better spending $400 with a 3 year warranty , much better then spending $600 and if it dies in a year, you are fucked, cant wait to see the probs ps3's are reporting after a year, remember sony is the innovator of making shitty products (upside down ps1 fix, shitty dvd drives in ps2) who knows what the prob will be this round for the ps3
deaftly @ Jul 5th 2007 5:30PM
makes you feel alot better spending $400 with a 3 year warranty , much better then spending $600 and if it dies in a year, you are fucked, cant wait to see the probs ps3's are reporting after a year, remember sony is the innovator of making shitty products (upside down ps1 fix, shitty dvd drives in ps2) who knows what the prob will be this round for the ps3
deaftly @ Jul 5th 2007 5:30PM
double post mania!
Davinche @ Jul 5th 2007 5:31PM
People trolling should be shot.
They made a mistake, they made a problem, and yes its been hell but now its over.
3 years warranty is perfect, and by then 360 issues will most likely be finally finished.
I agree that MS should never have let the issue come down to this, but to offer 3 years warranty AND repay existing people is simply something companies don't do often, are we going to criticize them when they actually do something right?
I also think its good that the media and gamers for brining this up to full attention, forcing MS to acknowledge their mistake.
As for the RROD apologists, your job is done, I guess you lost, but thats life.
Dirk Dorkelson @ Jul 5th 2007 5:31PM
"what do I want? a console that doesn't break (Wii and PS3) or a console that breaks A LOT but has 3 years warranty?"
How about a console that has games you want to play? Really, with this move by Microsoft, that will (rightfully) once again become the first point to consider when buying a games console.
fester @ Jul 5th 2007 5:43PM
I've had my 360 since launch-no problems. I have two little fans blowing into each side of the intakes each time I turn it on, which plug into the back of the pc. Just little plastic cheapies which I purchased at Radio Shackup. Also I leave it flat resting on 2"foam block. Then when I'm done I cover it with plastic to keep the [hawk! hak! aheeeeeagh!] cig smoke and dust out of her. So I guess somethins workin!
Ian Von Porter @ Jul 5th 2007 5:32PM
There goes the profit margins... they should pack the return coffin with the retail unit.
Also, having a 3 year warranty on a consumer electronic product is UNPRECEDENTED.. and in a bad way. It means you have no freakin confidence in the product you are putting out.. none at all.
Warranties are designed to protect against anomalous lemons, random defects, or damage during shipping. The product should be soundly designed in the first place... its not meant to be a part of the ownership experience.. ie. returning brick after brick after brick...
LMAO!!
thegreathoodoo @ Jul 5th 2007 5:33PM
3 years or 30,000 miles eh? I guess this can be either good news or bad news, depending on your point of view. I'll get a 360 one of these days, as long as microsoft includes free oil changes, and or more than just a lousy month of Live.
John @ Jul 5th 2007 6:49PM
Wow, this is where godisamyth will say something about battered women and xbox owners.... But seriously, have people forgotten how other companies handle this issue? $ony told me to GFY twice at the 98 and 96th day mark on my PS2 for disk read errors. And really the cost to M$ isn't going to be that great when they finish recycling the xboxes out. By 3 years,the maufacturing costs of ones that are more reliable will have gone down considerably. I still hope mine doesn't break though.
Griffin @ Jul 5th 2007 5:33PM
Seems the fix involves bumping up the fanspeed by quite a few notches...
Still, if it fixes it...