We asked just last week if the seemingly escalating Red Ring of Death issue was coming to a head. Now that Microsoft has changed the Xbox 360 warranty policy and even offered a public apology, it appears that the answer is a resounding yes. The timing for the announcement couldn't be better, as Microsoft would have undoubtedly been barraged with questions about the issue during next week's E3 media event. Such questions are likely still to be asked, but this act gives Microsoft some ammunition. Whether the act will be seen as an act of generosity or an outright admission of faulty hardware (or both) remains to be seen. Rather than put up a standard poll about the new policy, we're just going to open up the comment threads for discussion. What do you think of all this? For those of you that have shelled out for repairs, will refunds affect your opinion of Microsoft or the Xbox 360? If you've been sitting on the fence about an Xbox 360, will a three-year warranty convince you to buy with confidence? What else can MS do to improve the image of the Xbox?
We asked just last week if the seemingly escalating Red Ring of Death issue was coming to a head. Now that Microsoft has changed the Xbox 360 warranty policy and even offered a public apology, it appears that the answer is a resounding yes. The timing for the announcement couldn't be better, as Microsoft would have undoubtedly been barraged with questions about the issue during next week's E3 media event. Such questions are likely still to be asked, but this act gives Microsoft some ammunition. Whether the act will be seen as an act of generosity or an outright admission of faulty hardware (or both) remains to be seen. Rather than put up a standard poll about the new policy, we're just going to open up the comment threads for discussion. What do you think of all this? For those of you that have shelled out for repairs, will refunds affect your opinion of Microsoft or the Xbox 360? If you've been sitting on the fence about an Xbox 360, will a three-year warranty convince you to buy with confidence? What else can MS do to improve the image of the Xbox?
Reader Comments (78)
Posted: Jul 6th 2007 9:57AM Xyzzy said
"I have a friend who's DVD drive just went kaput right out of the 1 year warranty, he's still screwed?"
Instead of paying $140 to fix the DVD drive, couldn't you just go to Sam's Club and pay $150 for an HD DVD add-on? I'm pretty sure you can play games on it too, and then you could watch HD movies as well. Seems better than having to ship your Xbox off, assuming that the add-on really does let you play games on it. Anyone know?
Instead of paying $140 to fix the DVD drive, couldn't you just go to Sam's Club and pay $150 for an HD DVD add-on? I'm pretty sure you can play games on it too, and then you could watch HD movies as well. Seems better than having to ship your Xbox off, assuming that the add-on really does let you play games on it. Anyone know?
Posted: Jul 6th 2007 8:42AM (Unverified) said
Seriously guys. The failures suck, but what other company has dropped a B for customers it has already made money off of? This is a moment in business history, I'm telling you.
Posted: Jul 6th 2007 8:47AM Neon Jebus said
AG...I can think of one.
Big Tobacco though the court system was involved...
Big Tobacco though the court system was involved...
Posted: Jul 6th 2007 9:07AM ccc said
@32& any1 else that applies
Now U know damn well that If U open ur box Microsoft dont want a thing to do with it. 32 not sure what U did to ur 360, maybe U should get with a modder or read some older post. I remember running accross a post a few days ago about how to fix a 360 with some nuts and bolts from a hardware store. If that dude that post that is reading this then maybe he can give U a hand. Otherwise, sorry, ur gonna have to buy another 360.
@51
I agree this is an amazing thing for a company to do.
Now U know damn well that If U open ur box Microsoft dont want a thing to do with it. 32 not sure what U did to ur 360, maybe U should get with a modder or read some older post. I remember running accross a post a few days ago about how to fix a 360 with some nuts and bolts from a hardware store. If that dude that post that is reading this then maybe he can give U a hand. Otherwise, sorry, ur gonna have to buy another 360.
@51
I agree this is an amazing thing for a company to do.
Posted: Jul 6th 2007 9:24AM hotpuck6 said
i had a launch 360, it died in mid july last year. When the extended warranty came out, i sent it right in.
got it back on like october 1st, and even though the alignment sensor has never worked right(the ring on the front constantly changes from horizontal and vert alignment, dancing back and forth), i haven't had a problem since. so unless you have some odd circumstances, i feel a year is enough... even though if i bought one today i would WITHOUT A DOUBT buy an extended warrenty from the store, at least 2 years worth.
got it back on like october 1st, and even though the alignment sensor has never worked right(the ring on the front constantly changes from horizontal and vert alignment, dancing back and forth), i haven't had a problem since. so unless you have some odd circumstances, i feel a year is enough... even though if i bought one today i would WITHOUT A DOUBT buy an extended warrenty from the store, at least 2 years worth.
Posted: Jul 6th 2007 9:39AM (Unverified) said
this helps
Posted: Jul 6th 2007 9:37AM (Unverified) said
People complain about everything. 3 Years is awesome. M$ could easily say, time to go back to their 3 month warranty.
Posted: Jul 6th 2007 10:00AM (Unverified) said
I think that M$ is addressing this issue via public perception and not actually fixing the problem. This is fine by me, 3 years warranty is a fair trade off instead of total recall which would cost them $$$ and will effect the gaming community in negative ways.
The 3RLOD is an issue that was above the industry 1% fail rate and deserved to be addressed in a way such as this.
The internet is a funny thing, there will always be something people who complain:
"lockups w/o RROD, Disc Read Errors. Returned consoles that won't sync controllers."
These failures are not above the industry fail rate standard and should NOT be grouped in with the new warranty. I Haven't heard any of my industry buddys talk about these issues and don't know any of my live friends with these issues, as opposed to the 20% of the people I know who have had the 3RLOD.
The 3RLOD is an issue that was above the industry 1% fail rate and deserved to be addressed in a way such as this.
The internet is a funny thing, there will always be something people who complain:
"lockups w/o RROD, Disc Read Errors. Returned consoles that won't sync controllers."
These failures are not above the industry fail rate standard and should NOT be grouped in with the new warranty. I Haven't heard any of my industry buddys talk about these issues and don't know any of my live friends with these issues, as opposed to the 20% of the people I know who have had the 3RLOD.
Posted: Jul 6th 2007 10:20AM (Unverified) said
It isn't enough.....I want a fast repair.
MS recieved my Xbox 360 on the 28th of June...Today is the 6th of July and It still hasn't shipped back.
I want to play my Xbox 360....Not wait.
MS recieved my Xbox 360 on the 28th of June...Today is the 6th of July and It still hasn't shipped back.
I want to play my Xbox 360....Not wait.
Posted: Jul 6th 2007 10:21AM (Unverified) said
This is so arsome...my console is a piece of shit, and Micro$oft just confirmed it!
Sweet, thanks Bill.
Sweet, thanks Bill.
Posted: Jul 6th 2007 10:44AM Triforceowner said
Oh, thank god. I can't believe I am saying this, but at the current moment I don't hate Microsoft. Yeah, I own a 360 and an XP computer, but I still usually hate Microsoft. Right now? I am so happy.
I also assume that this means that other hardware problems that occur after a year are probably due to consumer interference?
I also assume that this means that other hardware problems that occur after a year are probably due to consumer interference?
Posted: Jul 6th 2007 11:29AM (Unverified) said
@ 53
"I remember running across a post a few days ago about how to fix a 360 with some nuts and bolts from a hardware store."
yeah I'm that guy.
@32 and all that have opened their 360s with 3RLOD voiding their warranty.
Instructions on fixing HW hacker style.
You need some electronic tech skillz or get on the forums and asks for help. We are Outlaws of the good kind.
this fix works like gold:
http://forums.xbox-scene.com/index.php?showtopic=599216&st=0
and here are stats on results of fixes. very good percentage 453 fixed 40 not.
http://forums.xbox-scene.com/index.php?showtopic=595746
Tip:Instead of using alcohol to remove old heatsink paste, use "Flux Off" (just dont bath the chip in it) it works like gold.
P.S.
HW hack to get extra functionality out of your system, not to steal other peoples hard work. Buy your games.
"I remember running across a post a few days ago about how to fix a 360 with some nuts and bolts from a hardware store."
yeah I'm that guy.
@32 and all that have opened their 360s with 3RLOD voiding their warranty.
Instructions on fixing HW hacker style.
You need some electronic tech skillz or get on the forums and asks for help. We are Outlaws of the good kind.
this fix works like gold:
http://forums.xbox-scene.com/index.php?showtopic=599216&st=0
and here are stats on results of fixes. very good percentage 453 fixed 40 not.
http://forums.xbox-scene.com/index.php?showtopic=595746
Tip:Instead of using alcohol to remove old heatsink paste, use "Flux Off" (just dont bath the chip in it) it works like gold.
P.S.
HW hack to get extra functionality out of your system, not to steal other peoples hard work. Buy your games.
Posted: Jul 6th 2007 11:35AM (Unverified) said
I've never experienced the 3 rings of death and have had my box for over a year. I guess i'm lucky...either way this is great news.
Posted: Jul 6th 2007 12:14PM (Unverified) said
Forgive me if this has been asked already, but I read through the first page & a half of comments and don't feel like reading all four pages.
I paid for the additional extended warranty when I first bought my 360, which added a year onto the warranty time. The last time they extended the warranty for everyone, I was mailed a notice that my warranty would now be two years past the normal warranty (the year I paid for + the year they added). Does anyone know if they'll be doing a similiar thing with this new warranty extension?
I paid for the additional extended warranty when I first bought my 360, which added a year onto the warranty time. The last time they extended the warranty for everyone, I was mailed a notice that my warranty would now be two years past the normal warranty (the year I paid for + the year they added). Does anyone know if they'll be doing a similiar thing with this new warranty extension?
Posted: Jul 6th 2007 1:21PM (Unverified) said
Folks - anyone (fanboys and readers alike) have a story to share about an Xbox 360 meltdown? I'm a reporter with the AP, and would love your help. jmintz@ap.org
Posted: Jul 6th 2007 1:26PM Corncobtacular said
i just wish it was a full 3 year warranty that covered any faulty hardware or software. Covering only one aspect leaves too much room for a company to hide behind legal jargon. With a full 3 year warranty on every 360 purchased every consumer could shop with confidence.
Posted: Jul 6th 2007 3:58PM (Unverified) said
564 days and running.
Don't believe the hype.
Don't believe the hype.
Posted: Jul 6th 2007 5:24PM (Unverified) said
Well when I found out that the warranty was extended I called Customer support immediatly. I was on hold for like 30min, but it didnt bother me to much. When it came to the billing for the box she said it would cost 140 and i was like what about the extended warranty and then she blambed about it and said so we will be shipping you a box(COFFIN)to put your xbox in. Mine broke on Monday and I was going to get a computer guy to look at it until i found out the warranty was extended.
IF you havent read its going to cost MS 1 BILLION dollars.
IF you havent read its going to cost MS 1 BILLION dollars.
Posted: Jul 6th 2007 5:44PM ccc said
@62
Thanx for comming through for the guys that needed it:)
Thanx for comming through for the guys that needed it:)
Posted: Jul 6th 2007 6:09PM IcedOmega13 said
Well I got the extended warranty through microsoft, plus this extension. Looks like I'll have an xbox360 atleast until the end of time Dec 21, 2012. YAY!
Posted: Jul 6th 2007 8:20PM (Unverified) said
I just picked up my 3rd console today at UPS after not having a console for slightly over a month. I picked it up at 6:30PM, and I had it out of the box and hooked up by 6:40PM. Only to find out that I immediately recieved the red ring of death of this new box immediately. I am done with microsoft at this point. This will be my 4th console in 7 months. Thank god I bought a WII in the meantime to keep me busy, until I can afford a Playstation 3. Goodluck to everyone else and putting up with the inferior product that microsoft is putting on shelves.
Posted: Jul 7th 2007 1:08AM (Unverified) said
You guys are kidding me right? Some of you have sent your consoles in for repairs twice... three times, four times? WTF is wrong with all of you?! If I had to do that with a car, the dealership would've been forced to give me my money back and I would never buy from them again! But it seems like most of you are willing to be used, abused and then get back in line for more. From what I've read here, this product is DEFECTIVE. Numerous problems from, bad disk drives to bad DVD drives (including some that scratch $50 game disks) to the notorious RROD! And MS isn't willing to admit the numbers of games they've had to replace? Car manufacturers are required to list the exact problem and the number of recalled vehicles. It appears that MS should be given the same scrutiny. I'm happy to learn from most of your insanity. I will not be buying an XBox... ever. I'm not that stupid.
Posted: Jul 7th 2007 12:32PM (Unverified) said
I had the dreaded "red ring of death." Microsoft's customer service is one of the best in the business. They recognized and reacted to the problem quickly and replaced my unit in a matter of days. You can't ask for much more than that
Posted: Jul 8th 2007 9:37AM FrankTheCrank said
This is going to kill their sales. It's all over!
You've got to have a facking hole in your head to even think of buying this piece of hardware that has "multiple problems". Problems that Microsoft couldn't ignore, as much as they tried.
OUCH!!!
M$, you better start working on XBOX3, like now.
You've got to have a facking hole in your head to even think of buying this piece of hardware that has "multiple problems". Problems that Microsoft couldn't ignore, as much as they tried.
OUCH!!!
M$, you better start working on XBOX3, like now.
Posted: Jul 10th 2007 5:06PM (Unverified) said
I have had my 360 for like a year and a half..
And now all the sudden it started freezing on me and now I have the 3 red lights, well I have ordered a site on how to fix it myself ..well didn't work ..The towel trick worked of course ,but not for very long..but I have opened my box and put it back together..Am I SOL on the extended warranty now ?? Not sure what to do ??
And now all the sudden it started freezing on me and now I have the 3 red lights, well I have ordered a site on how to fix it myself ..well didn't work ..The towel trick worked of course ,but not for very long..but I have opened my box and put it back together..Am I SOL on the extended warranty now ?? Not sure what to do ??
Posted: Jul 13th 2007 1:23PM (Unverified) said
Honestly, they need to repair this no matter what. Its like if my Refrigerator for some reason has an electrical issue with it and burns up, do you think that maker isn't going to do something about it. And what happens when we get to the point where one of the xbox's burns down a house. Honestly, look at what dell did with their laptop batteries. M$ better be on the same track.
If they even dared to charge me 140 bucks for this, quote me - I will never buy a M$ product again - not only that I will do everything in my power to pirate every type of software they sell.
I have always been honest and paid for piece of hardware and software that I own. But if I start getting half assed products, I will make that companies life a living hell like it makes mine. I am not loaded with case. I do my homework and buy products that are reliable.
If they even dared to charge me 140 bucks for this, quote me - I will never buy a M$ product again - not only that I will do everything in my power to pirate every type of software they sell.
I have always been honest and paid for piece of hardware and software that I own. But if I start getting half assed products, I will make that companies life a living hell like it makes mine. I am not loaded with case. I do my homework and buy products that are reliable.
Posted: Jul 13th 2007 10:50AM (Unverified) said
"48. It's a relief all right. You no longer have to worry about it.
However, to be honest I don't buy the 30% failure rate. At least over here, maybe the US is different (high current power? :), but the stores I've talked to suggest the failure rate *is* actually more like 5%."
If it was 5% they wouldn't be doing anything about it. That wouldn't be a terrible failure rate for electronics equipment. 5% isn't great but acceptable.
It must be close to 30% for them to be dropping a billion on it
However, to be honest I don't buy the 30% failure rate. At least over here, maybe the US is different (high current power? :), but the stores I've talked to suggest the failure rate *is* actually more like 5%."
If it was 5% they wouldn't be doing anything about it. That wouldn't be a terrible failure rate for electronics equipment. 5% isn't great but acceptable.
It must be close to 30% for them to be dropping a billion on it
Posted: Jul 26th 2007 9:20PM (Unverified) said
if you don't have your receipt will they still fix your xbox 360?
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