Microsoft expands Xbox 360 warranty

Gamemaker promises free shipping and faster repairs, extra one-year commitment on out-of-warranty services.

One recurring knock against Microsoft's Xbox 360 has been that the hardware can be unpredictably flaky, with even properly cared-for units falling prey to the "red ring of death" for no apparent reason. While the company has already taken steps to address the situation, today it announced further changes to its warranty program to make the process of repair and replacing a broken system faster and easier than ever.

Right out of the gates of its November 2005 launch, Microsoft's Xbox 360 was beset by reports of malfunctioning consoles. While the company downplayed reports of faulty hardware for the better part of a year after launch, it eventually acknowledged that its original batch of systems was failing at an unusually high rate. As a make-good, Microsoft extended the system's standard 90-day warranty to one year, and promised to reimburse all those customers who had already been made to pay for repairs.

Today's revisions are aimed at addressing a number of complaints Xbox 360 owners have levied against the repairs process. First of all, Microsoft will no longer charge shipping on repaired consoles, and will send out postage-paid containers for customers to send in their broken units. On top of that, "most customers" will now receive their original console repaired and returned to them instead of a refurbished replacement, whether the repair took place within the warranty period or not.

Microsoft is also standing by its repairs longer than before. When repairs are made on systems under warranty, Microsoft will now cover the repaired system for the balance of the original warranty period or 90 days, whichever is longer. Repairs made on out-of-warranty systems will be returned with a one-year "repair warranty."

Finally, Microsoft has committed to putting more manpower behind its repairs process. The company said it is increasing the number of customer care representatives and supervisors, improving its training, and hiring a "customer care champion" to hone practices and policies for the benefit of users.

560 Comments

  • thezdog

    Posted Sep 15, 2007 4:57 pm GMT

    My cousin had a 3 rings of death come up back in May of this year. He bought an elite, I bought his old 360 Premium. Sent it out on Monday, August 20th, they received it the next day. I received my replacement 2 weeks and 2 days, September 5th after I had sent it in. So things aren't moving too slowly. As soon as you see the Serial Number change, get ready, your 360 is on the way.

  • skillpower8847

    Posted Apr 14, 2007 7:28 am GMT

    Just had my 1st replacement get three lights without warning, and one month outside of original warranty. MS have said that they are now going to extend my warranty to 14 months, so i will be covered to get my 1st replacement replaced again. I understand the replacement will have 90 day warranty, just hope if it does go, it goes by then! Hopefully the new console will be a later model than my 2nd (June 2006)

  • zacksbored

    Posted Apr 9, 2007 3:51 pm GMT

    i got my 360 on launch day and my 360 got the ring of death 3 weeks ago without warning and so u know i took perfect care of my unit but im really torn if i should get it repaired after hearing everyones repair stories

  • snipe2004

    Posted Apr 9, 2007 3:48 pm GMT

    After reading all of the problems people are having with their 360 i dont know why they are still buying them its so unreliable and loud. the ps3 has no problems at all. do yourself a favor and purchase a ps3 with no worries and the games are coming out.

  • prch36

    Posted Apr 8, 2007 8:32 pm GMT

    Yeah I have went through 2 360s now and one only lasted like 35 days and was just out of the warranty. Now i have to fork out 140 bucks and I have to because I have already invested so much in it. Don't buy a 360 I wouldn't if I knew what I knew now. By the way my N64 still works what gives.

  • Cgreen903

    Posted Apr 6, 2007 2:40 pm GMT

    My 360 was made on January 4, 2006 then 2 days ago I got the 3 rings of death. I called the line and they said that the warranty ended in on March 2nd. In order to get it fixed I have to send them 140 and they will send me a refurbished one, not mine fixed...the one I have now was a gift. They are still having problems with their hardware and I'm sick of it. I like all the systems but the only hardware that I have had constant promblems with come from microsoft....4 controllers...original xbox and now a 360. Yet they preach to us about how they have a better system, this is garbage

  • buyerorseller

    Posted Apr 6, 2007 11:08 am GMT

    if anyone needs proof email me i'll email u back the receipt that within 24 hrs i went to circuit city and brought back 4 brand new right out of the box 360 that did not work ....thats 4 brand new 360 that did not work...buyerorseller@aol.com

  • razu_gamer

    Posted Apr 6, 2007 10:14 am GMT

    @cybergooch: Shut up. Brads right. Matt from ign has gone through his 360 more than 3 times. pathetic.

  • Elyoshi

    Posted Apr 5, 2007 6:09 pm GMT

    There seems to be alot of problems being had in the new ones, oddly enough... Iv'e had problems too, but nothing like my system just flat-out ceasing to function. I've been more dissapointed with the durability of that damn mic. Iv'e went through like five of those.

  • cybergooch

    Posted Apr 5, 2007 4:53 pm GMT

    Brad D, I think you're full of...(finish the thought). Anyone who would put up with more than one or two repairs is an ....(fill in the blank). I'm SURE that your console was only used by a little old lady on church day and Thursdays...blah blah blah. I've had a few issues with ,y own 360, but since I KNEW that games consoles break down faster, I purchased the extended service plan from Best Buy (I believe that everone like Target, EB Games, Sam's, Wal-Mart, Cosco, Sears, BJ's, K-Mart, McDonald's, Pizza Hut...etc etc have this plan available). I'm shocked to hear so many people belly ache about their consumer electronics breaking down (say it isn't so). Buyerorseller, you are a fraud and a phony, and if ANYONE listens to your so-called "testimonial" and believes it, give me their name and numbers so that I may sell them a piece of the Statue of Liberty.

  • brad_d

    Posted Apr 5, 2007 3:43 pm GMT

    the 360 just might be the biggest piece of junk I've ever owned. 4 returns to Microsoft, 4 new consoles. They didn't bother repairing any. I thought having a new console would be sweet, instead, it seems as though they are refurbished (aka someone else's junk). After just one week of getting the 4th one (today), I noticed the disc drive won't read a disc when powered on, it gets stuck on "Opening Tray" and I need to open and close it to get it to work. I'm not even mad anymore, I just want to get something that is going to work. I thought PS2 was garbage when I had to repair it twice in 3 years. This thing takes the ultimate cake.

    And i wish those who say "only carelss terds who don't know how to maintain their console" would stfu. I live in Canada, so it doesn't overheat. (at least not during the winter). It's lying horizontal on a hardwood floor and is at least 1 ft away from the wall, and nothing obstructs it. I've had two red lights of death, 1 dvd drive mechanism break, and 1 disc read error. I wonder what they will ship to me next.

  • K1LLSWITCH

    Posted Apr 5, 2007 3:13 pm GMT

    Ryder123 wrote:
    "Microsoft will now cover the repaired system for the balance of the original warranty period or 90 days, whichever is longer" What does this mean?

    It means that Microsoft will fix the machine even if you were one of many people that purchased the system before the 1 year warranty took effect. I could be wrong but thats what I got from it.

  • XChaosHawKX

    Posted Apr 5, 2007 3:03 pm GMT

    although i got my 360 several months ago and nothing has gone wrong or probably ever will go wrong i am very proud that microsoft is going to extend ther warrenty anyway........i like to see ps3 top that!

  • UrbanMessiah

    Posted Apr 5, 2007 2:56 pm GMT

    Weird...My brother and I got our 360s at launch, and have never had a problem with them. No freezes, no skips, and no sign of this "red ring of death"...In fact, my two friends that got their 360s after us haven't had any issues, either. Makes me wonder about a large chunk of some of these horror stories and the truth behind them.

    Now horror stories about the PS1 and PS2? That's a different story... -=x

  • Ryder123

    Posted Apr 5, 2007 2:16 pm GMT

    "Microsoft will now cover the repaired system for the balance of the original warranty period or 90 days, whichever is longer." What does this mean?

  • deftones2307

    Posted Apr 5, 2007 2:11 pm GMT

    It's also good to keep your power brick in a well ventilated area or not on a rug because the power supply has to stay cool as well. My system used to over heat and I also got the red rings a couple times but unplugging the PS and reseting the circuit fixed that problem. I placed mine away from surrounding objects behind my TV on it's stand and I haven't had a single problem yet...Other than the loudest drive ever made.

  • buyerorseller

    Posted Apr 5, 2007 2:10 pm GMT

    i went to cuirit city in ct .yesterday bought a 360 got home set it up turn it on red flash and the e-74 came on the screen bought it back exchange came home set it up turn it on would not read the cd went back exchange came home with my 3rd 360 set it up got the red lights ...called x-box i was told to send it in '' why would i ' i have 30 days from the store..went back i'm on my 4th 360 with in 24 hrs right out of the box....whats wrong with these guys at ms news ones r not working

  • K1LLSWITCH

    Posted Apr 5, 2007 12:53 pm GMT

    To be in good standing with their customers and to remain in the competition, Microsoft needed to make these changes. If not then the gamers would eventually go somewhere else as the system has major hardware issues. Again, it doesn't matter if Microsoft is a hardware company or not they need to make changes and fast.

  • MATERAZZI_23

    Posted Apr 5, 2007 12:50 pm GMT

    With this micro$oft just confirming that 360s are CRAPPY..... we already know about it though!!! LOL 'Elite' will be next...........

  • korpdawg

    Posted Apr 5, 2007 12:49 pm GMT

    The ps3 will have its fair share of problems. Keep in mind that there are a lot less ps3's out than 360's. When the ps3 gets to the same console sales then we can compare. At least microsoft is making a move to make things right.

  • AjTDawg

    Posted Apr 5, 2007 12:14 pm GMT

    forget this, im moving on to the ps3, atleast that thing wont break.

  • DonBonn62

    Posted Apr 5, 2007 11:50 am GMT

    I had my 360 repaired during this extended warrenty period but, I have not seen any refund as they committed. Has anyone else received the refurnd they committed too?

  • lackysmack

    Posted Apr 5, 2007 11:44 am GMT

    i actually have a friend who went through 8 xbox 360's, i'm on my second one now and i hope i dont end up as unfortunate as he was.

  • capthunt

    Posted Apr 5, 2007 10:47 am GMT

    pfff consoles

  • ScottHFC

    Posted Apr 5, 2007 10:27 am GMT

    JUST MAKE CONSOLES THAT WONT BREAK! MS HAS THE MONEY!!

    Good news for me tho, my 360 is away for repair right now.

  • NND1

    Posted Apr 5, 2007 10:19 am GMT

    They should give you a "Fresh" one after all that hassle....

  • odmillan

    Posted Apr 5, 2007 10:13 am GMT

    I just got my two-times refurbished system and the disk tray is still not working properly, which was one of the issues I informed MS my system was having problems with; besides the red ring of death of course! I'm thinking of selling it on eBay and waiting until the Elite drops in price. MS
    keeps on saying that they've sold more than 10 million, but I wonder how may of those are in good working order. If you go to eBay you will find a lot of broken 360s, out of warranty, for sale. LOTS!!!

  • NND1

    Posted Apr 5, 2007 10:09 am GMT

    I know what U mean but I am addicted to the games unfortunately....

  • odmillan

    Posted Apr 5, 2007 10:07 am GMT

    My 360 has died twice, with and without the intercooler. Plus, I never had it in an enclosed entertainment center. I think MS should concentrate on making it up to us, the early adopters who didn't wait for a price drop and who have supported them from the beginning, instead of raising the price of the Xbox 360 with the Elite and giving us the shaft. I'm really beginning to dislike MS ...

  • NND1

    Posted Apr 5, 2007 10:06 am GMT

    Now thats good to know thanks for the info..

  • DanteTheLegend3

    Posted Apr 5, 2007 10:00 am GMT

    Idk any but my info is

    NYKO forces hot heat from the room or w/e using 3 fans, its not really using cool air its using hot air, u can notice cause when u touch the nyko intercooler its hot, the 360 is cool but whats going on inside is not good.

    Pelican Fanstand might be a better choice, but my 360 doesnt have any fan and never will agn lol

    ohhh btw when i called microsoft because my 360 kept freezin they asked me if i had any cooling devices and i said NYKO intercooler, they told me to take it off, ppl have been calling in complaining that their 360's broke down and they had a NYKO Intercooler on the 360s, they told me in the longrun it can melt the micro tech inside the chips and stuff, they also said it voids the warrenty if the 360 broke down because it overheated off a cooling device.

  • NND1

    Posted Apr 5, 2007 9:59 am GMT

    I found a "Liquid Cooling" solution but that cost more than the system LOL, yeah I prob. should look at other fans

  • odmillan

    Posted Apr 5, 2007 9:58 am GMT

    NND1,"noisy"?! You're kidding right?! It's a freaking refrigerator from the 1930s!!! LOL!!! It''s pretty loud man!

  • NND1

    Posted Apr 5, 2007 9:54 am GMT

    My 360 used to freeze.... I added the NYKO and it has been flawless ever since.... it is kind of noisy... do you know of any alternatives??

  • DanteTheLegend3

    Posted Apr 5, 2007 9:54 am GMT

    NND1 i hope that isnt a nyko intercooler, them things mess up ur 360, a week after i had mine my 360 started freezing until i took it off, that nyko thing makes ur 360 overheat

  • oxymoron1331

    Posted Apr 5, 2007 9:51 am GMT

    The majority of people that have said the 360 has been bad for them are probably just fanboys trying to fan the console war fire. I have had mine since day and have never had a problem with it. I believe the ps2 was the most faulty system that is why so many were sold because people would just keep replacing them. So take care of your systems like Dante and NND1 have said because it will last.

  • NND1

    Posted Apr 5, 2007 9:47 am GMT

    I have had my 360 since launch and it is still RoCkin' [with a extra fan system].... 360 Has it's problems but it is still an awesome system that delivers the total gaming experience.. Online / Rumble / sick Graphics / ...

  • DanteTheLegend3

    Posted Apr 5, 2007 9:37 am GMT

    This sounds good for those who have bad 360's, i was one of the lucky ones to get a good one.

    For those people that replaced so many 360s within one year ask yourself why, take care of your console, cover it, clean it, leave it where it can get fresh air and stop complaining.

    Stop playing for over 6 hours in one sit down or powerup, stop being geeks and take care of your things.

  • SonyPSP

    Posted Apr 5, 2007 9:29 am GMT

    "Never in all gaming console history has a system broken down as much as Microsoft console, The XBox 360. Terrible...just terrible. Why would you even want to buy one after hearing all these people who bought it and had it fail on them not only once, but sometimes 3 times. It's just not something normal a console would do; numerous times to a big chunk of 360 owners...!!!"

    It is funny how MS have not released the data on the vast amount of faulty consoles they have had returned but instead try to cover up the grave issue with pathetic press releases like this.

    Give major nelson and the rest of the propaganda spin brigade a pay rise!!!

  • drewcal58

    Posted Apr 5, 2007 9:23 am GMT

    My brother is still on his first 360, which he got on lauch day. I guess he got one of the few day one systems that are freakin awesome.

  • IQT786

    Posted Apr 5, 2007 8:44 am GMT

    everyone is saying good for ms there doing something ask yourself this why should it happen and one more thing to get warrenty dont do it with ms here in the uk i paid £44 for 5 year warrenty with demostic applince 5 year warrenty for £44 plus i had it replaced for a new one 5 times imagine sending it 5 times to ms

  • okill

    Posted Apr 5, 2007 8:27 am GMT

    As much as I love the 360 and as many things as Microsoft got right this gen....... there is no denying im on my third system since June 06'

  • jrod9999

    Posted Apr 5, 2007 8:07 am GMT

    2nd one also, kinda lame 90 day warranty on a product that costs 400 to now 480(elite) come on at least go to 6 months MS...

  • grave_rob

    Posted Apr 5, 2007 8:03 am GMT

    I'm on my 2nd system. EVERYONE I know that owns a 360 is atleast on their 2nd...some on their 3rd.

    It's very aggravating because when it works, it's a great console. But when things go awry you really feel like microsoft has left you hanging out to dry.

  • MikeDecz

    Posted Apr 5, 2007 6:47 am GMT

    This extended warranty ensures that people don't think twice about what console to replace their broken one with. It's easier to keep your existing customer than to find new ones. It's a smart business move. Too bad for my friend who had his for over a year and just bought a core system to replace it. I'd consider taking mine back so I can get the elite edition. Who wants to pay $179 for a hard drive?

  • breadwilliams

    Posted Apr 5, 2007 6:29 am GMT

    I called in recently about a repair, i hope i get my postage-paid box asap.

  • JSharpe_187

    Posted Apr 5, 2007 5:19 am GMT

    At least Microsoft owned up to the faults of their early systems, though it took them a while. I think they're doing a great job to make the whole repairing process faster and cheaper.

  • chrisdojo

    Posted Apr 5, 2007 5:16 am GMT

    wow, i'm surprised!

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