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The triumphant return of “my” Xbox 360

September 11, 2007 by Tony 12 Comments

I received a package yesterday from Microsoft that contained an Xbox 360 console and a note that read:

Dear Xbox Customer.

So that you can get back to playing and enjoying you Xbox quicker, we have replaced your Xbox console with a replacement unit.

As you probably know, my previous Xbox 360 overheated and was subsequently sent in for repairs less than a month ago. I was interested in seeing how Microsoft would handle the repairs, so I specifically wrote down the serial number from my broken unit to see if they’d repair my unit or send me a different one. Microsoft has some ground to make up with its customers, so how would they perform?

First off, I’m impressed with Microsoft’s response time. Less than a month turn-around is greatly appreciated. Second, I’m 99% sure they sent me a brand new unit. It’s quieter, cooler (after a four hour gaming session) and has a manufacturing date of 2007-08-09. I’m assuming that means 2007-August-9th, not a unit that was built 3 days ago. Either way, I’m giving Microsoft credit for being responsive and handling customer service appropriately. It’s a pain to send in a broken unit and wait, but this was fairly painless. The also gave me a free month of Live. A nice touch.

So now it’s back to gaming!

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Filed Under: Gaming Tagged With: Customer-Service, Microsoft, Red-Ring-of-Death, xbox 360

Reader Interactions

Comments

  1. Nat says

    September 11, 2007 at 11:29 pm

    Nice. I did this earlier in the year and got the same system back but with a crappy drive. It hyper-spins and won’t open remotely when vertical.

    Maybe I should wait a while and do it again…

    😀

    Reply
  2. Tony says

    September 12, 2007 at 1:01 pm

    @Nat – I think the first time mine went in for repair, it came back. Maybe the figured it was a goner and trashed it.

    Sounds like yours would definitely qualify for repair. Thing is — how long do you want to go without?

    Reply
  3. flamingsquirrel says

    September 12, 2007 at 2:43 pm

    Hmm.
    I’m seriously looking into getting a 360, but I don’t have $400 to get a new one, so I was thinking of getting a “refurbished” one from Gamestop. they’re only $190, and I still have a $40 gift card. The problem is it’ll probably be an older model, so it’ll be really loud, and vulnerable to the Red Rings of Death. So I don’t know if the GS warranty will cover it. Plus, I want to re-flash the DVD drive firmware (read: Mod to play backups) because of the whole “Disk scratching” thing, I don’t want it to kill my originals. But if I mod it, no warranty… I can still play on live with the originals though.

    Reply
  4. Bush Mackel says

    September 12, 2007 at 7:38 pm

    Just curious Tony, what XBox did you start with and which one did you get back? I only ask because I’m curious as to whether you got back one of the new Premiums with HDMI.

    Reply
  5. Tony says

    September 13, 2007 at 7:55 am

    @FS – Yeah, picking up a refurb would be scary if you get an older model. You can get a Core model for 279$, but then you’d have to get a hard drive or memory card. I’ve never had an issue with disc scratching, though.

    @Bush – Excellent question! I forgot to mention that. The one I sent in was a year-old model and the 360 that I was returned does not have the HDMI port. I wish it did, but no luck.

    Reply
  6. bs angel says

    September 15, 2007 at 2:25 pm

    One of mine is currently at the repair center right now. After reading this, I am curious if I will get the same box back or a replacement one. Time will tell, and hopefully it will be a short amount of time at that. Here’s to hoping!

    Reply
  7. Jason Preston says

    September 17, 2007 at 1:28 pm

    I’m glad your support experience went reasonably well. I’ve only really had one exchange with MS support which was absolutely unbelievably terrible.

    Reply
  8. Tony says

    September 19, 2007 at 2:26 pm

    @bs angel – I’m guessing that with the huge number of consoles coming through their repair center, they’re just sending out new units to expedite the process. I guess they could eventually fix the bad ones, but the time crunch probably means new units for everyone.

    @JP – The actual human interaction with MS has been horrible. The people on the phone simply couldn’t help when I had questions. The actual turn around on the “repair” was the only positive experience.

    Reply
  9. Jesse says

    September 26, 2007 at 2:16 am

    How long did it take for you guys to get the return kit? I ordered it online 4 days ago and have not recieved any confirmation it was sent. I don’t know if I should call or not.

    Reply
  10. Tony says

    September 26, 2007 at 11:02 am

    @Jesse – I ordered my box on a Friday and I think it took about 4 days after that. But I ordered mine over the phone. Not sure if ordering one online will make a difference.

    Reply
  11. Jesse says

    September 26, 2007 at 6:09 pm

    Thanks Tony, it actually came today

    Reply
  12. bas says

    November 8, 2008 at 5:38 am

    I also send in my 3 year old xbox when it was broken, three lights were burning (rol).
    Within 9 days i already got a new xbox(replacement unit) in return with the same letter as tony. also with a 1 month free xbox live card.
    I think it is a brand new one, it works faster i think and where you put the disk in is different then before. Great service! i live in the netherlands by the way

    Reply

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