| Console Repair Frequently Asked QuestionsXbox Warranty FAQ
Q: What types of repairs are covered by the Xbox Warranty? A:One Year Express Warranty on Console (Three Years for Three Flashing Red Lights or E74 Error Condition).Subject to the terms and conditions of this Limited Warranty, Microsoft warrants to you only (the original retail purchaser) that, during the Warranty Period and under normal use and service, the Xbox Console will substantially conform with the printed user instruction materials packaged with the Console. 90 Day Express Warranty on Accessories.Subject to the terms and conditions of this Limited Warranty, Microsoft warrants to you only (the original retail purchaser) that, during the Warranty Period and under normal use and service, the Accessory will substantially conform with the printed user instruction materials packaged with the Console or Accessory (unless a separate written express warranty is packaged with the particular Accessory).
Q: My console shows three flashing red lights on the Ring of Light, or an E74 error message is displayed on the screen. Am I covered for warranty service? A: Microsoft covers repairs for the three lights flashing red on the Ring of Light or the E74 error condition for a period of three (3) years from the original purchase date of the console. If you are out of the initial three year warranty period, you can still receive console repair service from Microsoft for three flashing red lights or E74 for a fee.
Q: Is cosmetic damage to the console covered under warranty (scratches, cracks, nicks)? A: Cosmetic damage, and damage caused by normal wear and tear on the console is not covered under the original Xbox or Xbox 360 warranty.
Q: I believe my console is still in warranty, but your Web site shows that I'm out of warranty. What should I do? A: If you feel the warranty status of your console displayed online is incorrect, you can contact Xbox Support to dispute the warranty status. You may be required to provide the original purchase receipt of the product to verify purchase date.
Q: What is the Xbox Post-Service Warranty? A: Xbox provides a comprehensive post-service warranty for repaired consoles. For details, see New Post-Service Warranty.
Q: How much does it cost for an out of warranty repair? A: If you submit your out-of-warranty console for repair through the Xbox Support Web site, you will benefit from a discounted flat charge of US$99.99. However, if you choose to contact a Support Agent to create a repair on your behalf, an out-of-warranty repair for an Xbox 360 console will cost US$119.99 (plus tax). If your Xbox 360 console is out of warranty and it has been less than three years from the date that you purchased the console, your repair will be free of charge if there are three flashing red lights on the front of the console, or if an E74 error message is displayed on the screen. Microsoft may test your console for 3 Flashing Red Lights or E74 errors upon receipt at our service center. If your console has not logged a 3 Flashing Red Lights or E74 error, and you are out of the standard manufacturer’s warranty, you will be offered a standard repair at our normal out of warranty fee. If your console is out of warranty and you do not want to pay for it to be repaired, we will return your console to you unrepaired.
Repair FAQ
Q: Who is eligible to request a repair online? A: Anyone living in an official launch country, with an original Xbox or Xbox 360 console, who meets the eligibility criteria defined in our Manufacturer's Warranty, is eligible to submit a repair request using our online repair request tool.
Q: What countries are able to use the online repair request tool? A: Online requests for repairs are available in most countries where Xbox or Xbox 360 is officially sold at retail. For a specific list of countries covered by our online tool, please check this list.
Q: Why is there a difference in the cost of submitting a repair online vs. over the phone? A: When you submit a request for a console repair online (rather than over the phone), it costs Microsoft less to process your repair. We pass that cost savings onto you when you submit your repair online.
Q: How long does the repair process take? A: The average time to repair a console can depend on many factors, including type of console, the type of problem you are experiencing and region of the world in which you live. For the United States and Canada, the average repair time (round trip from your location to Microsoft and back again) is typically between 14 to 21 days. Make sure you send your console to us within 20 days of creating the repair; otherwise your repair may be automatically cancelled.
Q: Can I request repair for my accessories or HD-DVD player online? A: Currently you are not able to request repair of your Xbox 360 accessories online (this includes the Xbox 360 HD-DVD player). For assistance with repairs for these items, contact Xbox Support.
Q: Will I receive a confirmation from Microsoft after submitting my order? A: When you submit a repair request online, you will receive an e-mail from Microsoft confirming your order. If you haven't received an e-mail from Microsoft you may want to check your spam folder to ensure the message wasn't directed there by mistake. If you still cannot find the e-mail confirmation, please contact Xbox Support. We can help you determine the status of your repair order, and the customer service agent can give you your repair order confirmation number. You can use this confirmation number to track your repair using our online repair status tool.
Q: How can I check the status of my repair? A: You can use the online repair status tool to view the status of your order. This tool provides shipment tracking information about your console as well as the current status of your repair.
Shipping and Label FAQ
Q: What are the options for shipping my console to Microsoft? A: You have the following shipment options when requesting a repair online from Microsoft. - Print Shipping Label: You can easily print a shipping label from the Xbox Support Web site. Printing the label yourself will shorten the time it takes to get your console to us for repair. To use this method, you need a printer and a box that you can use to ship your console to us.
- Label Ship: You will receive a pre-paid UPS shipping label by mail, in approximately 4 business days. Keep watch for a plain white envelope from UPS, and be sure you don’t accidentally throw it away!
Q: Who pays for shipping? A: Microsoft pays for return shipping to the customer. Microsoft pays for inbound shipping except for Original Xbox console repairs.
Q: How do I find and print my shipping label? A: It’s easy to print your shipping label. Just visit the Check Repair Status page, and type your service request number and postal code in the boxes under My Repair Status. When you click Submit, you will see your current repair status. Click Print Shipping Label and Instructions to view and print your label.
Q: Do I have to use my shipping label immediately? A: Whether you choose to print your shipping label or get your UPS label by mail, be sure to ship your console within 20 days of receiving the order confirmation e-mail. Otherwise, your repair order will be automatically cancelled and the shipping label will no longer be valid.
Q: How should I pack my console for safe shipment to Microsoft? A: When you are packing your console for shipment make sure to provide adequate padding around the unit to ensure your console isn't damaged during transit. Also, we recommend you don't use your original console packaging, as it will not be returned to you. Make sure to pack only the console—do not pack any power cords, accessories or games in the box. If a disc is stuck in the disc drive, see these instructions to manually eject the disc.
Q: Which courier does Microsoft use? A: In most cases, Microsoft uses UPS as their shipping courier.
Q: Should I insure my shipment? A: It is recommended that you insure your console when sending it in, but the decision is yours. Insurance is not required.
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