Anyone had experience of Microsoft and the known faults with Xbox 360s?

BigTezza

Hi

I just wondered if anyone has had any joy out of Microsoft over the known faults that plague the Xbox 360? I bought my unit about 2 years ago and last year it suffered the "Ring of Death" problem. Microsoft are aware of these problems and had extended their warranty to cover them and offered a free repair. The unit was boxed up and sent back to Germany and came back 2 weeks later with a note stating the motherboard had been replaced.

Last week it suffered another hardware failure (the "E74 problem") which is also covered. So it's now on it's way to Germany again for yet another repair. I find this all rather bizarre if Microsoft are aware of the faults and what causes them. Has anyone had any joy in speaking to someone at Microsoft (which is a quest in itself to find an email or number!) and basically saying "Thanks for extending the warranty but I'm not prepared to send my Xbox on an annual holiday to Germany for a repair any longer so kindly replace it."?

The UPS guy who collected it said that some people he's dealt with have sent their Xbox back 6+ times now and I'm not prepared to go through that if possible - surely there must come a time when they are duty bound to replace it? Ultimately it would be a hell of a lot cheaper for them and less hassle for the consumer. I'm not trying to just wangle a nice new box out of them - I just want the damned thing to work properly without repeated repairs!! And what happens if it breaks down with the same fault when the extended warranty period has expired?!

Thanks

Esqui

2 repairs is unfortunate, but most people wouldn't replace after just 2.

Who did you buy the Xbox from, as under Sale of Goods Act (but not manufacturer's warranty), they are ultimately responsible.

BigTezza

I think it was Play.com but I'll have to check if it comes to it. An added problem might be that some Play.com stuff comes via Jersey I think, so I'm not sure if the same rules apply - that's what ConsumerDirect told me. When it first went wrong I contacted Play.com first and they didn't want to know. I was told I had to go to Microsoft and it was nothing to do with them. As it's now out of the initial 12 month warranty and in Microsoft's own extended warranty period created purely for these issues I would expect Play.com to be even more dismissive.

If it got to a 3rd failure I really wouldn't know who to speak to. I think a 3rd failure would be enough or are people really happy to return their units beyond that do you think?

smcaul

Play.com are based in the channel islands, and as such the Sale of Goods Act does not apply to them. Not quite sure how they get away with it considering that they have warehouses over here that they despatch from!!!!

pitkin2020

Microsoft will replace the xbox if its not feasable to repair, but TBH most of the time they pretty much replace the whole inside anyway so your near enough getting another xbox. Having it jsut replaced out right wont really help as you could still end up with a duff one. Atleast MS are aware of the fault, admit responsibility and repair FOC, more than can be said of sony!!

BigTezza

Thanks all.

They replaced the motherboard last time (allegedly) which is the main part inside really and I suspect that it's failed again. I can't seem to find out if more recent models cure these problems or if Microsoft are still using the same suspect components. If so many have failed that they were pressured in to extending the warranties and doing repairs FOC you'd think they would have made a design change for newer boxes. However, these are the same people who devised Vista. Say no more. If it fails a third time I'll just hunt MS Customer Care down and go for the throat.

true27

The second time ours went back for the 3 rings we got a replacement back - don't think it was new, probably refurbished. I understand that MS have started changing the heat sync components in the newer boxes but I don't know from what date I'm afraid. Good luck with Customer Care, let us know how you go!