Xbox 360 repair: Frequently asked questions

This article provides information about Xbox 360 warranty, registration and repair.

If you need help solving problems with your console, see the Xbox 360 Support page.

Warranty and registration

What does the warranty for my console or Kinect sensor say?

Review the warranty and software licence for the following:

What are the warranty periods for Xbox 360 consoles and accessories?

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 Xbox 360 E console or Xbox 360 S console)
  • Kinect sensor: One year
  • Accessories: 90 days

Notes

How do I find out if my console is under express warranty?

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.

Haven’t registered your console?
Register your product online to see your warranty information (if prompted, enter your Microsoft account information).

Previously registered your console?
Check your warranty status (sign in with your Microsoft account, if needed). The warranty information is shown.

I don't see a product that I previously registered.

Did you register the product by phone?

Your Xbox product might not be associated with your Microsoft account. Go ahead and register your Xbox product again online. Make sure that you use the same name and address that you used when you registered the product by phone.

Do you have more than one Microsoft account?
Sign out and then sign back in using the Microsoft account that you originally used to register your Xbox product.

My console has three flashing red lights or an E74 error. Is this covered by the express 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.

Is cosmetic damage covered under the express warranty?

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

I thought my console was under the express warranty, but your website says my console is out of the express warranty. What should I do?

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.

What is my express warranty after my console is serviced?

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.

How much does out-of-warranty service cost?

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 $120.00 plus tax if you request a repair online
  • AUD $150.00 plus tax 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

How can I get my console serviced?

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 send us your console.

Who can request service online?

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.

Why is submitting an online service request cheaper than calling Xbox Support?

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.

How long will the service take?

Service can take up to 10 days from the time our service centre receives your console.

What do I do after I have submitted my online service order?

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

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, contact Xbox Support.

How can I check the status of my order?

Go to our Xbox Online Service Centre to check your service status at any time. Tap or click Check the status of a service order, enter your service request number and postal code, and then click Submit. The service request number is included with the order confirmation email.

Why has my console been returned unserviced?

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.

What do I do if my console is from another country or region?

The warranty for the console applies only to the country/region where the console was purchased. If your console is purchased outside of the country/region where you currently live (for example, you’re using a U.S. console in Australia), there is no option to service your console locally. You’ll need to ship your console for repair (at your own expense) to the service centre in the country or region in which it was purchased. Contact Xbox Support for more details.

Shipping Instructions

What are my shipping options?

You can choose your preferred shipping option during the creation of the service order. Once your order has been submitted, an order confirmation email will be sent to you with packing and shipping instructions. There will be a separate email from <noreply@temando.com> sent to you containing an e-label for free-of-charge shipping.

Ship via Australia Post: Print the e-label and affix it to your shipping box. Drop off the box at any Australia Post.

Ship via a courier service: Select your preferred pickup date and time. Print the e-label and affix it to a shipping box. A courier will be dispatched to collect the unit at your location. The pickup service is available Monday through Friday, 9 AM to 6 PM.

If you haven't received an 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, contact Xbox Support.

Do I need to post my console right away?

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 shipping label is no longer valid.

How do I pack my console for shipping?

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

Send us your console only. Remove the hard drive, accessories, and discs before packing your console for shipping. 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).

Should I insure the shipment?

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

Games and Accessories

My game disc doesn’t work. What should I do?

Try our Xbox Disc Drive Solution for help troubleshooting disc-related problems. If this solution doesn’t help, see Xbox 360 Game Replacement.

What is the warranty period for accessories?

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.

How can I get an accessory serviced?

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).

How do I send an accessory for replacement?

You have the same shipping options for your accessories as you do for your console. See the What are my shipping options? section for details. Once our service centre receives your non-working accessory, a replacement will be shipped to you within 10 business days.

Was this article helpful?

Yes
No

Thank you for your feedback

Thanks for your feedback!

We're sorry this article didn't solve your problem. We won't give up and neither should you. Try this community option, below.
Get help from the community
Ambassador chat image
Ambassador chat
Chat one on one with a fellow Xbox User who wants to help.

Provide feedback for this topic

255 characters remain.
To protect your privacy, please do not include contact information in your feedback.
Get help from the community
Ambassador chat image
Ambassador chat
Chat one on one with a fellow Xbox User who wants to help.

Contact Us

Would you like to contact Support regarding the "Xbox 360 repair: Frequently asked questions" issue you were reading about or a different issue?