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 is the warranty period for Xbox 360 consoles and accessories?

The 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 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 warranty?

Use the following steps to find out if your Xbox 360 console is in or 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 (enter your Microsoft account when prompted). 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 warranty?

The 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 warranty period, you can still receive console repair service for a fee.

Is cosmetic damage covered under warranty?

Cosmetic damages, 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 warranty, but your website says my console is out of 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 warranty after my console is serviced?

We provide a post-service warranty for serviced consoles. The length of the 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 warranty period (free repair), you receive either the balance of your original warranty or 90 days, whichever is longer.
  • Out-of-warranty service: If your Xbox 360 console was serviced out of the original warranty period (paid repair), your serviced console will have a 90-day warranty.

How much does an out-of-warranty repair cost?

The cost of an out-of-warranty console repair varies:

  • NZD $130.00 plus tax, if you submit a repair request online.
  • NZD $170.00 plus tax, if you call Xbox Support and have a support agent create the repair order for you.

When you send your console to our service centre for service, we test your console for three flashing red lights or an E74 error. If your console does not exhibit three flashing red lights or an E74 error, and you are out of the standard one-year product warranty, you can have your console repaired for a fee or choose to have your console returned to you unrepaired.

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 repair 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.

Who can request service online?

Anyone. You need a Microsoft account to request a repair. If you don’t have one, create a free Microsoft account. Microsoft account is a sign-in service used by 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 submit a service request, you will receive an email with information about packing and posting your console 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, please 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. 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.

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

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, please contact Xbox Support.
  • Your console may have been modified or tampered with, in which case your console has been banned. Repair or service of your Xbox 360 console by anyone other than Microsoft voids the console 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?

The warranty for the console applies only to the country where the console was purchased. If your console is purchased outside of the country where you currently live (for example, using a U.S. console in New Zealand), 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 in which it was purchased. Contact Xbox Support for more details.

Shipping instructions

What are my shipping options?

Once your order is submitted, order confirmation email will be sent to you with packing and shipping instructions. UPS will send you a separate email containing an e-label for free-of-charge shipping.

Ship via a courier service: Print the e-label and affix it to a shipping box. Call UPS Express NZ to arrange a pickup. A courier will be dispatched to collect the unit at your location.

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, please contact Xbox Support.

Do I need to post my console right away?

Send us your console within 30 days of submitting your online repair request. If you don't post within 30 days, your repair order is cancelled, and the postage label is no longer valid.

How do I pack my console for postage?

When you pack your console for posting, make sure that you provide adequate padding around the console to reduce the possibility of damage during transit. The postage 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 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).

Should I insure the posted item?

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

Accessories and game discs

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

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

What is the warranty period for accessories?

The warranty period for all licensed Xbox 360 accessories is 90 days from the date of original purchase.

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?