Open Letter From Peter Moore To our Xbox Community: You've spoken, and we’ve heard you. Good service and a good customer experience are areas of the business that we care deeply about. And frankly, we've not been doing a good enough job. Some of you have expressed frustration with the customer experiences you have had with Xbox 360; frustration with having to return your console for service after receiving the general hardware error message on the console. The majority of customers who own Xbox 360 consoles have had a terrific experience from their first day, and continue to, day in and day out. But when anyone questions the reliability of our product, or our commitment to our customers, it's something I take very seriously. We have been following this issue closely, and with on-going testing have identified several factors that can cause a general hardware failure indicated by three flashing red lights on the console. To address this issue, and as part of our ongoing work, we have already made certain improvements to the console. We are also implementing some important policy changes intended to keep you in the game, worry-free. As of today, all Xbox 360 consoles are covered by an enhanced warranty program to address specifically the general hardware failures indicated by the three flashing red lights on the console. This applies to new and previously-sold consoles. While we will still have a general one year console warranty (two years in some countries), we are announcing today a three-year warranty that covers any console that displays a three flashing red lights error message. If a customer has an issue indicated by the three flashing red lights, Microsoft will repair the console free of charge—including shipping—for three years from the console’s purchase date. We will also retroactively reimburse any of you who paid for repairs related to problems indicated by this error message in the past. In doing so, Microsoft stands behind its products and takes responsibility to ensure that every Xbox 360 console owner continues to have a fantastic gaming experience. 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. This will take a few days to roll out globally, and I appreciate your continued patience as we launch this program. I've posted an FAQ that should address some additional questions, and we'll update it over the next few days. I want to thank you, on behalf of all us at Microsoft, for your loyalty. http://www.xbox.com/en-US/support/petermooreletter.htm
Good for them but it was kind of late for this with some people that are on their 8th 360 Plus you still have to be without your console for a period of 1-2 weeks They should have had a recall a long time ago and fixed the problem
I just called them too and bitched a bit (poor guy on the end of the phone. I kept it polite but considering I've had a few of these units this news is a double edged sword. Horrah for any current, in warranty, untampered with owners). Currently turn around is 25+, so you'll be without your 360 for a month minimum. Also, it gets picked up / dropped off so no postage costs incurred. If you have previously purchased an extended warranty through MS they are automatically refunding you, you do not need to contact them. They will be issuing cheques within 10-15 days. Anyone who has an opened unit is screwed (dammit I opened mine just a few days ago). However it doesn't matter how old any other unit is, you can just send it back. Oh, and if you have had a repair OUT of warranty for the 3RLOD and been charged by MS they are also refunding that work! Earlier on today someone told me that MS have set aside approximately $1.5billion for this
Supposidly 8th or 10 there is a name for people with 11 dead 360s...... Sony Employees. But what happens to the 2 years I bought on top of the now 3 I have?
I though that would make them dumn microsoft fanboys. "Come on 11th units the charm!!" Specialy since ps3 failure rate is but a very small fraction of the 360 failure rate (estimates are 1-2%). :thumbsup:
the language of this 3 year warranty is highly specific for the RROD. So much so, that is almost sounds like they'll only cover those. My 360 shit out on me without ever giving me the red rings. It locks up literally 30 minutes after I start playing a game, and gives me DDE's all the time. I would be pissed off if this only covers 360's that give red rings, since the design of this is so shitty, that it causes more problems than just that.
I am wondering just where MS would stand on this if people argued that point directly. The 3RLOD seems to be the thing that MS are admitting to, but how complicated if you had a 3 year warranty, but it only meant 1 particular fault. Impossible to adhere to I'd say. I mean, if for instance you phone MS with a faulty 360 that was 2 lights or a failed update, who's to say once you've packed it off to MS that it arrives in their hands displaying the same fault? My 3RLOD fluctuates from 2, 3 lights, sometimes half boots, often doesn't boot at all. MS would have a hard job on their hands if you argued your case and just said "yeah, it is displaying 3 red lights right" before sending it. Hardware being shite is hardware being shite!
I think the PS3 Falure rate is low becuase there are so few of them floating around everybody either has a 360 or some how sold their soul and got a Wii.
:lol: :lol: Wii have low failure rate as well. Failure rates are based on return of units sold. It's not like there are only 5 thousand ps3 on the market. Seriously dude, Be a fan of microsoft and suportive but dont act like a retarded fanboy.
or maybe they learned from the ps2 being a cheap piece of junk, and actually built a quality console.
The Wii still has a Falure rate very small one but Wiis die.........or not I've only heard of a few dying. But Nintendo hardware failing is unheard of...in the end all that'll be left on earth is Cockroaches.....playing games on Nintendo systems.
Hm... this makes me wonder, if 360 hardware continues with this trend, then won't they all 360 consoles become useless a year or so after Microsoft stops supporting them? The 360 will have the shortest afterlife for a console ever.
Maybe now they'll actually pull their heads out of their asses and fix the damn problem! 65nm chips, no more X-clamps, more heatpipes!
Just got them to agree to refund my extended warranty I took out with them. I did only take it out on the 4th, but if you've bought one recently (from MS) might be worth seeing if they'll refund you too.
Nicely done Ed! I am curious, did they argue? I mean did they suggest this 3 year extended warranty for 360 units was purely for the 3RLOD and that having a warranty purchased from them covers other issues, or did they just say "Yeah, okay the 3 year warranty is valid for all issues". This must be the longest warranty on ANY product as standard other than my double glazing (15years warranty!)
They tried to convince me that my warranty would cover everything, not just 3RLOD. I just told them that I felt the warranty was not valuable anymore as the most common failure was now extended to 3 years. He then went off to speak to his manager, and agreed to it to me and will be calling probably tomorrow to confirm. Took a bit of persuasion but it wasn't too hard.
MS don't really have a leg to stand on according to Trading Standards. A warranty cannot be THAT specific. It's akin to a car manufacturer saying "Ah, no the extended warranty on your car ONLY relates to just your engine, despite us manufacturing the whole lot. The fact that your brakes failed and the electrics caught fire is not our fault." Bollocks!
Actually, Car manufacturers do specify a warranty in such a way. Drive train/transmission etc. are often given extended warranties beyond the other components of the car.
