Xbox 360 repair: Frequently asked questions

Review the warranty and software licence for the following:

• Original Xbox 360 console
• Xbox 360 S console
• Xbox 360 S and Kinect Sensor bundle
• Kinect Sensor

The express warranties are:

• Xbox 360 console: One year
• Original Xbox 360 console with three flashing red lights or error E74: Three years from the console purchase date (not applicable to the Xbox 360 S console)
• Kinect sensor: One year
• Accessories: 90 days

Notes

• Please note that your express warranty is given by Microsoft in addition to the rights you have under the Australian Consumer Law for your Xbox 360 consoles and accessories. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired and replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
• If your console has three flashing red lights, please try using our Flashing Red Lights Solution to troubleshoot the problem before sending your console to us for service.
• If you have an E74 error, submit an online exchange request.
• The complete Xbox 360 console warranty is available online.

Use the following steps to find out if your Xbox 360 console is in or out of warranty. If your Xbox 360 console is out of warranty you may still have rights under the statutory consumer guarantees in the Australian Consumer Law. Please contact Microsoft on 1 800 555 741 if your Xbox 360 is out of warranty.

The express warranty period for three flashing red lights and the E74 error is three years from the original purchase date of the console. If your console is out of the three-year express warranty period, you may still have rights under the Australian Consumer Law. Please contact Microsoft on 1 800 555 741 if your console is out of the three-year express warranty period.

Cosmetic damage, such as scratches, cracks, nicks and normal wear and tear are not covered under the Xbox 360 Product Warranty.

If you think that your warranty end date displayed online is incorrect, contact Xbox Support with proof of purchase. You’ll be asked to provide the original purchase receipt to verify the product purchase date by email. See the Assistance section at the bottom of this page for Xbox Support contact information.

We provide a post-service express warranty for serviced consoles. The length of the express warranty depends on whether the service was in-warranty or out-of-warranty as follows:

• In-warranty service: If your Xbox 360 console was serviced within the original express warranty period (free repair), you receive either the balance of your original express warranty or 90 days, whichever is longer.
• Out-of-warranty service: If your Xbox 360 console was serviced out of the original express warranty period (paid repair), your serviced console will have a 90-day express warranty.

In addition to the express warranty, your serviced console will come with statutory consumer guarantees under the Australian Consumer Law. Your rights under the Australian Consumer Law may be longer than the express warranty offered by Microsoft.

If your repair is covered by the statutory consumer guarantees under the Australian Consumer Law, you will not be charged a fee for out-of-warranty service. If your repair is not covered by the Australian Consumer Law, we may charge you fees for the service of your console. In this instance, the cost of an out-of-warranty console repair varies:

• AUD 110 if you request a repair online
• AUD 132 if you call Xbox Support and have a support agent create the service order for you

Note If your console has three flashing red lights, please try using our Flashing Red Lights Solution to troubleshoot the problem before sending your console to us for repair. If you have an E74 error, submit an online repair request.

Console service needs to be completed at our Microsoft Service Centre. To start the service process, you need to submit an online service request and then post us your console.

Anyone. You need a Microsoft account to request a service. If you don’t have one, create a free Microsoft account. Microsoft account is a secure sign-in service that is used for various Microsoft websites and services.

It costs us less if you submit an online service request instead of talking to a support agent, so we pass these savings on to you.

The average service time is 10 days from the time our service centre receives your console.

After you have submitted an exchange request, you will receive an email with information on packing your console for posting to our service centre. Simply follow the email instructions.

Packing and postage information is also available online:

Download the console postage instructions (PDF format).

If you haven't received an order confirmation email after 24 hours, check your email program's junk folder or spam filter. If you don't find the email in junk or spam, please contact Xbox Support using the Assistance section at the bottom of this page.

Go to our Xbox Online Service Centre to check your repair status at any time. Under Check Repair Status (lower-right corner), enter your service request number and postal code, and then click Check Status. The service request number is included with the order confirmation email.

Alternatively, you can get more details if you click Sign In and enter your Microsoft account information (email and password).

Your console may be returned unserviced for the following reasons:

• We did not detect any fault with your console.
  For further assistance with your console, contact Xbox Support.
• Your console may have been modified or tampered with, so your console has been banned.
  Repair or service of your Xbox 360 console by anyone other than Microsoft voids the express warranty and results in a console ban. If a console has been modified or tampered with, the warranty is void, and the console is ineligible for an authorised repair, even for a fee.

For more information about Xbox LIVE console bans, see Xbox LIVE console ban information.

The order confirmation email that we send you has two postage options for you to choose from:

• Free postal label: Print a free postal postage label on your printer, write your name and service request number on the label and attach the label to your postage box. Post the console to our service centre via Australia Post. This postage option is free of charge.


• Use your own courier: You arrange delivery with the courier of your choice and pay for the postage costs. You assume responsibility for any loss or delay in postage.

Here's how:

1. Go to Xbox Online Service Centre.
2. Under Check Service Status (lower-right corner), enter your service request number and postcode and then click Check Status. Your service request number is included with the order confirmation email. Alternatively, you can click Sign In and enter your Microsoft account information (email and password).
3. Beside Service Status, click Print your postage label.

Note The console postage label should open in a separate window. If a new window does not open, make sure that your browser is not blocking pop-ups.

4. Print the contents of your browser window.

Please send us your console within 30 days of submitting your service request. If you don't post within 30 days, your service request is cancelled and the postage label is no longer valid.

When you pack your console for postage, make sure that you provide adequate padding around the console to reduce possible postage damage. The postage box that you use will not be returned to you.

• Download the Console postage instructions (PDF format).

Send us your console only. Please remove the hard drive, accessories and discs before packing your console for postage. If a disc is stuck in the disc drive, use our Xbox Disc Drive Solution to remove the disc (select “Stuck shut” as the problem).

Insurance is not necessary if you use the prepaid postage label that we provide.

Try our Xbox Disc Drive Solution for help troubleshooting disc-related problems. If this solution doesn’t help, see Microsoft Game Disc Replacement Programme.

The express warranty period for all licensed Xbox 360 accessories is 90 days from the date of purchase. Your express warranty is given by Microsoft in addition to the rights you have under the Australian Consumer Law for your accessories. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired and replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If you purchased a Microsoft Xbox 360 accessory within the last 30 days, you may return it to your retailer with your original proof of purchase. If you purchased an accessory more than 30 but less than 90 days ago, you can order a replacement accessory from our Xbox Online Service Centre (console registration is required).