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, Kinect and Accessories: Hardware Errors page.

Warranty and registration

What is the warranty period for Xbox 360 consoles and accessories?

The warranties are:

  • Xbox 360 console: One year
  • Kinect sensor: One year
  • Accessories: 90 days
Notes

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

Use the following information 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).

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.

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. See the Assistance section at the bottom of this page for Xbox Support contact information.

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:

  • 400 ILS plus tax if you submit a repair request online
  • 500 ILS plus tax if you contact Xbox Support and have a support agent create the repair order for you (see the Assistance section at the bottom of this page for contact information).

Console repair

How can I get my console repaired?

Console repair needs to be completed at our Microsoft Service Centre. Learn how to get your console repaired.

Who can request a repair online?

Anyone. You need a Microsoft account to request a repair. If you don’t have one, create an account for free. Your Microsoft account is the email address and password you use to sign in to various Microsoft websites and services.

Why is submitting an online repair cheaper than calling Xbox Support?

It costs us less if you submit an online repair request instead of talking to a support agent. So we pass this saving on to you.

How long will the repair take?

The average repair time is 12 to 18 days for customers in Israel, including shipping time to and from our service centre.

What do I do after I submit my online order repair?

After you submit a repair request, you will receive an email with information about packing and posting your console 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. (See the Assistance section at the bottom of this page for contact information.)

How can I check the status of my repair?

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 postcode 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).

Why has my console been returned unrepaired?

Your console may be returned unrepaired 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.

Postage and labels

What are my postage options?

You have the following postage options:

  • Print a label: This is the fastest shipping method. Print a postage label on your printer, attach the label to your postage box, and post the console to our service centre.

Who pays for console postage?

We pay for all Xbox 360 console postage, including to and from our service centre.

Do I need to post my console right away?

Please 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 possible postage damage. The postage box that you use will not be returned to you.

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).

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 our Microsoft Game Disc Replacement Programme.

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 repaired?

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).

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