MS XBOX 360 Hardware Service Sucks

[D1gger]

I am just wondering if anyone else has had this kind of experience with XBOX 360 repair service.

December 16th my son's XBOX 360 failed, with an E73 error message.

I called customer support and went through problem determination with the rep and at the end, we determined that it was an out of warranty issue and it would be $119Cdn to repair it. I placed the repair order and gave them my VISA number to charge the repair to. The customer service rep said that their systems were down, and that I would have to call back in 5 hours to complete the order. I did call back and completed the order and received a reference number. A pre-paid box from purolator was to arrive within 4-5 business days. The charge appeared on my VISA card the next day.

Fast forward to January 8th, no shipping box had arrived so I called support and spent 45 minutes on the phone while the rep recreated the repair order and had it authorized by a supervisor so that another charge would not appear on my credit card. I was given a new reference number and told that a box would arrive within 4 -5 business days.

December 16th, still no shipping box, so I called again. I simply asked for the tracking number for the box, but the rep said he had to check with his supervisor and put me on hold for 15 minutes. When he came back, he appologized for the delay, and gave me yet another reference number, and said they would ensure that I received the shipping box within 4 business days.

What is going on here???? Is this common????

I must comment that the reps I have talked with have been extremely polite and helpful, but it is a little frustrating to have to call three times, and still not have any sign of the shipping box.

 

[EvilComputer92]

What exactly went wrong with your 360?

 

[D1gger]

It is showing one red light in the ring of lights and displays an E73 error message. Supposedly E73 indicates that it is a fault with the ethernet controller, but whatever it is it prohibits the console from loading anything.

 

[CKDragon]

You sound like a nice guy and you said they were polite, but did you complain sternly enough to the point of asking for expedited service? At the very least, they should ship overnight for you. Good luck.

 

[swaytech]

They sent me a box without the return shipping sticker, so I had to wait another 3-4 days to get a new box

 

[Queasy]

I've had to exchange both my 360s once so far. I have to say that I was pleased with the service overall. I received my boxes within a couple of days of the request and received a replacement 360 within 2-3 weeks.

 

[skillyho]

I called them up for my bro-in-law when his new 360 was doing some similar things....they said they would ship out a pre-paid return box, gave me reference number but nothing ever came. Called a week later, they were polite, apologized and gave me a new reference number and said a box would be sent out right away. Called a week after that (still no box) and they said they had no records of the two other calls, and that I would have to ship out the system at my OWN expense. I was escalated to a supervisor (pretty pissed) and he apologized, but said there was nothing he could do, even after speaking with his manager, and I had to pay to ship the thing out, and put their reference number on the box like standard RMA procedure. They didn't even offer to send out another box.

I was pretty set on never picking one up for myself, but I had that darn 20% off coupon at K-Mart ....gotta new pro version for $280. Ice Cream Party!!!!

 

[CKDragon]

Originally posted by: skillyho
I called them up for my bro-in-law when his new 360 was doing some similar things....they said they would ship out a pre-paid return box, gave me reference number but nothing ever came. Called a week later, they were polite, apologized and gave me a new reference number and said a box would be sent out right away. Called a week after that (still no box) and they said they had no records of the two other calls, and that I would have to ship out the system at my OWN expense. I was escalated to a supervisor (pretty pissed) and he apologized, but said there was nothing he could do, even after speaking with his manager, and I had to pay to ship the thing out, and put their reference number on the box like standard RMA procedure. They didn't even offer to send out another box.

I was pretty set on never picking one up for myself, but I had that darn 20% off coupon at K-Mart ....gotta new pro version for $280. Ice Cream Party!!!!

At your own expense? Was that just because it was a non-RROD issue?

I'm probably a terrible person for even suggesting this, but what is to stop someone in your situation for flat out claiming it got the RROD? It's not like they're going to play it for hours, putting it through every test case to verify your claim.

 

[oznerol]

For any MS tech issue, just use their website to file a claim. There is a link on the right of the Xbox Live site under "Support".

No being put on hold, no foreign customer service reps, and no confusion about names and addresses.

If I got a non-RRoD issue that killed my console and I was out of warranty, I'd probably run the console in a blanket for a while and shake it around for a bit hoping the red lights show up. If that didn't work, I'd just tell them I got the red rings and send it in anyway, like CKDragon said.

 

[Queasy]

Originally posted by: ducci
For any MS tech issue, just use their website to file a claim. There is a link on the right of the Xbox Live site under "Support".

No being put on hold, no foreign customer service reps, and no confusion about names and addresses.

If I got a non-RRoD issue that killed my console and I was out of warranty, I'd probably run the console in a blanket for a while and shake it around for a bit hoping the red lights show up. If that didn't work, I'd just tell them I got the red rings and send it in anyway, like CKDragon said.

I tried this the last time I had a RROD but the claim form oddly doesn't include some states like Georgia where I live.

 

[oznerol]

Originally posted by: Queasy

Originally posted by: ducci
For any MS tech issue, just use their website to file a claim. There is a link on the right of the Xbox Live site under "Support".

No being put on hold, no foreign customer service reps, and no confusion about names and addresses.

If I got a non-RRoD issue that killed my console and I was out of warranty, I'd probably run the console in a blanket for a while and shake it around for a bit hoping the red lights show up. If that didn't work, I'd just tell them I got the red rings and send it in anyway, like CKDragon said.

I tried this the last time I had a RROD but the claim form oddly doesn't include some states like Georgia where I live.

Was this recent? That doesn't sound right - primarily because there isn't a claim form, really - you just need to register your console with your address (and all states and countries are listed there) - and once that is done, you just need to fill out an explanation as to what the problem is.

There's nothing else to fill out, at least there wasn't for me - this was in August.

 

[Queasy]

Originally posted by: ducci

Originally posted by: Queasy

Originally posted by: ducci
For any MS tech issue, just use their website to file a claim. There is a link on the right of the Xbox Live site under "Support".

No being put on hold, no foreign customer service reps, and no confusion about names and addresses.

If I got a non-RRoD issue that killed my console and I was out of warranty, I'd probably run the console in a blanket for a while and shake it around for a bit hoping the red lights show up. If that didn't work, I'd just tell them I got the red rings and send it in anyway, like CKDragon said.

I tried this the last time I had a RROD but the claim form oddly doesn't include some states like Georgia where I live.

Was this recent? That doesn't sound right - primarily because there isn't a claim form, really - you just need to register your console with your address (and all states and countries are listed there) - and once that is done, you just need to fill out an explanation as to what the problem is.

There's nothing else to fill out, at least there wasn't for me - this was in August.

Yeah, it was back right after when Halo 3 was launched. I couldn't register my console because Georgia wasn't an option in the state drop-down box. There was one other state that wasn't listed too.

 

[Miklebud]

I had similar issues with my Repair order. They said they were going to send a box. I called them a week later to report that no box ever showed up. They then told me I had to ship it on my own. So I shipped it to them in my own box with cash out of my pocket. FUCK MS. At least they repaired the 360 for free 😉 (it was a launch-day 360 with RROD)

 

[Dacalo]

Originally posted by: skillyho
I called them up for my bro-in-law when his new 360 was doing some similar things....they said they would ship out a pre-paid return box, gave me reference number but nothing ever came. Called a week later, they were polite, apologized and gave me a new reference number and said a box would be sent out right away. Called a week after that (still no box) and they said they had no records of the two other calls, and that I would have to ship out the system at my OWN expense. I was escalated to a supervisor (pretty pissed) and he apologized, but said there was nothing he could do, even after speaking with his manager, and I had to pay to ship the thing out, and put their reference number on the box like standard RMA procedure. They didn't even offer to send out another box.

I was pretty set on never picking one up for myself, but I had that darn 20% off coupon at K-Mart ....gotta new pro version for $280. Ice Cream Party!!!!

So in the end, you rewarded them for their crappy service?

 

[blazerazor]

Originally posted by: Dacalo

Originally posted by: skillyho
I called them up for my bro-in-law when his new 360 was doing some similar things....they said they would ship out a pre-paid return box, gave me reference number but nothing ever came. Called a week later, they were polite, apologized and gave me a new reference number and said a box would be sent out right away. Called a week after that (still no box) and they said they had no records of the two other calls, and that I would have to ship out the system at my OWN expense. I was escalated to a supervisor (pretty pissed) and he apologized, but said there was nothing he could do, even after speaking with his manager, and I had to pay to ship the thing out, and put their reference number on the box like standard RMA procedure. They didn't even offer to send out another box.

I was pretty set on never picking one up for myself, but I had that darn 20% off coupon at K-Mart ....gotta new pro version for $280. Ice Cream Party!!!!

So in the end, you rewarded them for their crappy service?

If i was going to blow the cash, i would just go ahead and buy a PS3 to play till the xbox360 arrived. Stupid to buy another one, I remember a day when consoles were built like a brick sh1t house. oh, the good ole days.

 

[Robor]

Originally posted by: CKDragon

Originally posted by: skillyho
I called them up for my bro-in-law when his new 360 was doing some similar things....they said they would ship out a pre-paid return box, gave me reference number but nothing ever came. Called a week later, they were polite, apologized and gave me a new reference number and said a box would be sent out right away. Called a week after that (still no box) and they said they had no records of the two other calls, and that I would have to ship out the system at my OWN expense. I was escalated to a supervisor (pretty pissed) and he apologized, but said there was nothing he could do, even after speaking with his manager, and I had to pay to ship the thing out, and put their reference number on the box like standard RMA procedure. They didn't even offer to send out another box.

I was pretty set on never picking one up for myself, but I had that darn 20% off coupon at K-Mart ....gotta new pro version for $280. Ice Cream Party!!!!

At your own expense? Was that just because it was a non-RROD issue?

I'm probably a terrible person for even suggesting this, but what is to stop someone in your situation for flat out claiming it got the RROD? It's not like they're going to play it for hours, putting it through every test case to verify your claim.

Isn't there some sort of log that would indicate no RROD ever happened on the system?

 

[S Freud]

Sort of OT, does anyone know if the extended warranty is still being offered? My 360 has been acting up the last few days, freezing during games and loading screens. I just want to know if it will still be covered or I will have to pay to have it fixed.

Thanks

 

[CKDragon]

Originally posted by: S Freud
Sort of OT, does anyone know if the extended warranty is still being offered? My 360 has been acting up the last few days, freezing during games and loading screens. I just want to know if it will still be covered or I will have to pay to have it fixed.

Thanks

The warranty was extended to three years, so even the earliest 360s will be covered until November 2008. Assuming you're a normal case, I'd guess you're fine.

Of course, after reading this thread, I'm afraid if anything ever happens to mine, MS will ask for my first born.

 

[D1gger]

Originally posted by: CKDragon

Originally posted by: S Freud
Sort of OT, does anyone know if the extended warranty is still being offered? My 360 has been acting up the last few days, freezing during games and loading screens. I just want to know if it will still be covered or I will have to pay to have it fixed.

Thanks

The warranty was extended to three years, so even the earliest 360s will be covered until November 2009. Assuming you're a normal case, I'd guess you're fine.

Of course, after reading this thread, I'm afraid if anything ever happens to mine, MS will ask for my first born.

My understanding is that the extended warranty is for the RRoD failures only. If it fails under any other condition (as ours did) it has only the original warranty.

 

[tatteredpotato]

Originally posted by: CKDragon

Originally posted by: S Freud
Sort of OT, does anyone know if the extended warranty is still being offered? My 360 has been acting up the last few days, freezing during games and loading screens. I just want to know if it will still be covered or I will have to pay to have it fixed.

Thanks

The warranty was extended to three years, so even the earliest 360s will be covered until November 2009. Assuming you're a normal case, I'd guess you're fine.

Of course, after reading this thread, I'm afraid if anything ever happens to mine, MS will ask for my first born.

I think the year you're looking for is 2008, and as for the questions about claiming an RROD when you don't have it, I don't they they check too throughly. I had a 360 that constantly froze and MS always refused to fix it unless I paid $140, and considering the (at the time) relatively short warranty and bad reputation refurbs had I refused to pay it. I ended up buying an elite and loaning the old 360 to a fried to play the crap out of it and try and get an RROD.

He played it till it failed, but unfortunately it gave one light indicating an bad scalar chip. I called up MS claiming to have an RROD and they sent me out a box and in 2 weeks I had a working 360 back.

I also don't feel I really cheated MS here.... RROD means general hardware failure, and I gave them specific hardware failure 😉

 

[CKDragon]

Originally posted by: ObscureCaucasian

Originally posted by: CKDragon

Originally posted by: S Freud
Sort of OT, does anyone know if the extended warranty is still being offered? My 360 has been acting up the last few days, freezing during games and loading screens. I just want to know if it will still be covered or I will have to pay to have it fixed.

Thanks

The warranty was extended to three years, so even the earliest 360s will be covered until November 2009. Assuming you're a normal case, I'd guess you're fine.

Of course, after reading this thread, I'm afraid if anything ever happens to mine, MS will ask for my first born.

I think the year you're looking for is 2008.

I hate you.

 

[tatteredpotato]

Originally posted by: CKDragon

Originally posted by: ObscureCaucasian

Originally posted by: CKDragon

Originally posted by: S Freud
Sort of OT, does anyone know if the extended warranty is still being offered? My 360 has been acting up the last few days, freezing during games and loading screens. I just want to know if it will still be covered or I will have to pay to have it fixed.

Thanks

The warranty was extended to three years, so even the earliest 360s will be covered until November 2009. Assuming you're a normal case, I'd guess you're fine.

Of course, after reading this thread, I'm afraid if anything ever happens to mine, MS will ask for my first born.

I think the year you're looking for is 2008.

I hate you.

Anytime.