Microsoft kills 'coffin' policy, time to pack your RRoD Xbox yourself

by Alexander Sliwinski { Jun 8th 2009 at 4:30PM }

Microsoft – the manufacturer of the RRoD-prone Xbox 360 – has confirmed to Joystiq that it's discontinued its policy of providing a prepaid box with shipping label, more commonly referred to as the "coffin," for all Xbox 360 repairs. As of May 26 the policy was discontinued "in an effort to expedite the repair process." Customers will have the option of receiving an e-label to slap on the box they ship their bricked consoles in, but the days of the "coffin" are now over. A Microsoft spokesperson tell us, "Customers can now ship their consoles themselves using an e-label provided by Microsoft and do not need to wait for an empty box to be shipped to them."

Apparently Microsoft's accountants were getting tired of that budget line item signifying thousands of dollars spent on providing cardboard boxes to the millions of consumers with defective units (often multiple times). We likely should have seen the writing on the wall when we recently contacted Microsoft to find out what recourse customers had if customer service wasn't offering coffins.

Our advice: Mail it to Microsoft in whatever packaging you've got lying around (remember: they're going to fix it regardless) and save the special, custom-fit packaging they mail it back to you in. Odds are you'll use it again.

Tags: coffin, microsoft, repair, rrod, warranty, xbox-360

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Reader Comments (Page 1 of 4)

Will @ Jun 8th 2009 4:21PM

That's odd. Within the past few days someone I know said that he contacted MS and got them to send him a coffin.

Riley @ Jun 8th 2009 10:36PM

They're probably going to use up all the coffins they have left before they remove it as an option

hfm @ Jun 9th 2009 12:34PM

Obviously they will always "have some left" because they ship it back to you in one.

THE WICKER MAN (BWF) (GT: Dalek Prime) @ Jun 17th 2009 11:26PM

They are also not offering up data transfer wires for people who bought an elite to upgrade from their 20gig premium. They tried to get me to pay 14 bucks for the wire they have been offering for free. After 30 minutes of arguing the customer satisfaction agent agreed to mail me one in three weeks.

fundando @ Jun 24th 2009 6:38PM

I lol at this hard.

NBA Kirkland @ Jun 8th 2009 4:22PM

I was able to get a box from them just last week by requesting it via the xbox.com repair process. It still had the 3 options. Still waiting for the box to show up. UPS says it will be here Thursday. Fortunately I have a 2nd Xbox.

pixelate @ Jun 8th 2009 6:04PM

Same here... requested the box on May 28th through xbox.com, received and shipped it out last week. Maybe we just got in under the wire...

This is a crappy move on their part. But hopefully I won't have to deal with it again. (This is my 2nd RROD)

Silencio @ Jun 8th 2009 8:22PM

Same story. I requested mine (via website) May 28 and got it June 1. I sent my console back on June 2. They apparently finished it and shipped it back to me on June 5. Unfortunately the tracking number they gave me isn't working. It's 7pm and I have no idea where my 360 is.

Cronen @ Jun 8th 2009 4:34PM

This was done a long time ago in the UK. I had to resort to using some boxes I could find in the attic, and a friend of mine used a beer crate!

Night Elve @ Jun 8th 2009 4:41PM

Same in Mexico.

Brian @ Jun 9th 2009 3:55AM

Did it? My friend got a coffin for his xbox 360 about 2 weeks ago.

and I was offered a coffin when my 360 broke down, 2 rings, this was in april though.

mattclarkie @ Jun 9th 2009 4:15AM

Supposedly if you rang MS you could get a coffin in the UK, but everyone does it online and that has been eLabel only for atleast 2years, if not forever.

I've had to provide 2 boxes myself now, I keep forgetting where I put the box (well it isn't what I would call a box) that MS send them back in.

A S1LV3R N1NJA @ Jun 26th 2009 7:24AM

Me and my brothers are both on our 1st xboxs, but mine has 2 red rings every 10mins and a broken disc tray. My brothers Xbox also got 1 red ring yesterday, (i think its and e74). Mines been broken for ages but ive never been bothered to send it off, any tips?

Sam @ Jun 8th 2009 4:34PM

Welcome to european service.

We've NEVER had coffins.

I personally kept the box they sent my first repair to me in, and used it for future repairs (its perfectly sized etc)

Brian @ Jun 10th 2009 4:09AM

We did get coffins

Kevo @ Jun 14th 2009 2:05PM

haha, your icon fits perfectly with the comment you made :-p

Griffin83 @ Jun 8th 2009 4:37PM

Oh, so that means they fixed the RROD issue ... right .... right ...

...

Griffin83 @ Jun 8th 2009 4:45PM

How bout you first and then I'll go ...

InFaMoUs1- @ Jun 8th 2009 4:46PM

i lol'd

MystileArmor @ Jun 8th 2009 5:03PM

Ok, maybe I gotta explain myself a bit, I don't know.
The whole RROD isn't as much of an issue anymore as it was. I'm sure it still happens, but not on the scale it used to.
I'm still on my first console, and many of my friends haven't had an issue with any of the newer consoles. EDIT: Deleted unnecessary and defensive expletives.

ZenGaijin @ Jun 8th 2009 5:07PM

Mystile the "It hasn't happened to me or anyone I know" argument is just as old. So to counter your I've never had it happen to me comment I will post this.

I'm on my 5th 360, my brothers on his 9th (he's had once since day one) other bro is on his 3rd.

Roto13 @ Jun 8th 2009 5:15PM

"The whole RROD isn't as much of an issue anymore as it was. I'm sure it still happens, but not on the scale it used to."

That means almost nothing. The failure rate is still way too high.

Chris D.(PSN: Aggie_CEO | XBL:The Aggie CEO | Steam: Aggie_CEO @ Jun 8th 2009 5:20PM

@MystileArmor....you mean the same way the whole "Teh PSTHREE HAZ NO GAEMZ!!!!"

yea....you fucking trolls still love that one....

and even IF RRoD is getting old E74 is here to take its place

Obvious @ Jun 8th 2009 5:27PM

Whatever. Still on my first console, gotten not 2 weeks after launch.

Lunastra78 (PSN: lunastra78) @ Jun 8th 2009 5:22PM

Project Fatal

MystileArmor @ Jun 8th 2009 5:30PM

How am I a troll? Or fanboy? I never said anything bad about any console, they all got their strong points and weak points.

I would like to see some actual statistics from Microsoft to see how reduced overall send ins are.

adam s @ Jun 8th 2009 5:32PM

I got an e74 error on Saturday. 3 of my 4 friends have had an RROD.

Victoryismine @ Jun 8th 2009 5:35PM

Ok the Failure rate of 360 is getting old but not because people keep talking about it but because my 360 keeps breaking and I finally got a 360 sent to me that hasn't RRODed like my first 2 but now I get sent one that's laser goes out 4months after they sent it to me (conveniently only covered for 3 months on thier repaired RROD boxes) Thanks Microsoft. now I have to spend $100 bucks to repair the broken system you sent me looks like you finaly found your solution to having to repair my systems for free.

Mr Clickerson @ Jun 8th 2009 6:16PM

Both arguments are old, so how about all you whiny bitches above me cut the crap and not bother posting? You guys are all broken records.

ToTheMoon @ Jun 8th 2009 7:34PM

The fact that this is still an issue is the main reason why I never bought a 360. The people who are on their 9th console though - I have to hand it to you - your loyalty and tolerance is way higher than what I could ever do. Kudos to you.

kentuckyfried @ Jun 8th 2009 7:48PM

I'm sorry, but if the RROD still stands at the purported 10%, that's still a whole sh1tload of defects. If there was that high of percentage rate of failure in automobile, computer, or just about any other product, that company would've died already. Frankly, I'm surprised that MS hasn't gotten sued into the ground were it not for their whole "3-year unlimited" repairs policy.

Mr Clickerson @ Jun 8th 2009 8:47PM

Kentuckyfried, what you dont' realize is that number is ever decreasing with the repaired consoles and the latest division. You basically have nothing to worry about at this point if you have an Xbox already, and if you don't, there is no reason to worry at all, because you're not getting the RRoD with a new console.

DWells55 @ Jun 8th 2009 10:25PM

I'm on nine as well. Pro tip: tear the faceplate off the system before sending it back. The new system will come with one regardless. Keep them as spares, trophies, paint them, or turn around and resell them (they fetch around $10).

Latin_Trident @ Jun 8th 2009 4:38PM

I wonder how much the boxes cost MS. Maybe 5 cents each?

Noshino @ Jun 8th 2009 4:47PM

Unfortunately for them, it seems that it was more than just one ;P

Roto13 @ Jun 8th 2009 5:18PM

It's not just the cost of the box, though. Those things are Fed-ex'd. (I'm not justifying this, by the way, I'm just saying. :P)

joeybeast @ Jun 8th 2009 5:30PM

The boxes seem to be custom made. They probably cost a pretty penny.
Any one know if MS reuse the boxes?

Roto13 @ Jun 8th 2009 5:39PM

When you buy enough boxes, they cost barely anything, whether they're custom made or not. How much do you think McDonald's spends on burger boxes? :P

tservo @ Jun 8th 2009 9:02PM

Having worked in the packaging/converting industry for many years, I can tell you that in those quantities the custom boxes are very cheap. Haven't seen the "coffin" (I mailed mine off in whatever I had lying around), but I doubt it's even double-walled.

DeepFriedSushi @ Jun 8th 2009 11:47PM

you're a moron if you think it costs only 5 cents.

price of cardboard, the packing sponge, labor to make it, and the most expensive part being shipping the actual box. (its not even a good policy because it slows down the entire shipping process, people are less inclined to recycle and most throw out the box after just one use, some jerks will make a fake repair order and keep the box)

Jonman @ Jun 8th 2009 4:39PM

Thanks for following up, Alexander.

I requested a coffin last week through Xbox.com, and was told that they no longer provided them. Upon cancelling my repair request and opening a new one, there was no longer the option of a coffin.

Took my 360 down to the UPS store this morning, and paid them 9 bucks to package it up for me. Needless to say, I'll be holding onto the box that it's returned it.

Louis @ Jun 8th 2009 4:39PM

What are my chances if I just put their packaging label directly on the 360 and hand it over to UPS?

Or maybe I should take the time to throw it in a plastic bag.

Either way, I hope the RRoD machine is so damaged in transport that it is unrecognizable by the time it arrives.

Eh @ Jun 8th 2009 5:40PM

My Advice: Use the box your TV came in. Theyre paying after all.

Linoth @ Jun 8th 2009 10:57PM

I've dealt with dozens of UPS damage claims at work. Damaged in transit. Not packaged in corregated cardboard with a sufficient crush strength, 2-3" of foam on all sides. Damage claim denied, take a walk. And I'm sure Microsoft would use the same criteria to refuse repair.

We had to use UPS's own policies against a customer at work. They packaged an item that weighs as much as 8 year old upside down without the cushioning materials. Their claim was denied, and when they demand a replacement or refund we'll most likely refuse. Their original return complaint was superficial cosmetic damage, and they killed it by being spiteful.

To be honest, I see this both as a way for Microsoft to save on expenses, and as a way to refuse an obviously fraudulant warranty claim if the need should arise. Kind of scummy, but I think them providing a custom box in the first place was above and beyond.

tmacairjordan87 @ Jun 8th 2009 4:39PM

"Odds are you'll use it again"

ohsnap.jpg

On a somewhat-but-not-really related sidenote, I heard that if you buy a refurbed hard drive Microsoft will send you the transfer cable for free if you call and ask for one. Can anyone confirm or deny that?

Boff @ Jun 9th 2009 7:00AM

Confirmed with MS UK about a year ago.

Bought an Elite and sent off for the data transfer cable to get the data off my Pro.
Ended up buying one off eBay though, MS were taking too long and I wanted to sell the Pro!
Sold them both (data transfer kits) on eBay afterwards....

So if you're lucky you could even make a tenner or two when you've finished with the cable.

mikecjenkins @ Jun 8th 2009 4:41PM

Those were some pretty lame jabs. You should have thrown in at least 1 "M$" to seal the deal.

Viridium @ Jun 8th 2009 4:41PM

"Our advice: Mail it to Microsoft in whatever packaging you've got lying around (remember: they're going to fix it regardless)"

If you don't package it properly, I expect they reserve the right to say that it was damaged by lack of care on your part and will attempt to charge you for the repair. Use whatever you've got, but make sure that (as per their instructions) it's well protected.