Need information about a service order you’ve submitted for your Xbox console or Kinect sensor? See the following topics.
After you submit a service order request, you’ll receive a confirmation email with an order number and information about packing and posting the product to our service centre. If after 24 hours you haven't received the confirmation email, check your email programme's junk folder or spam filter. If you don't find the email in junk or spam, contact Xbox Support.
Get a postage box: A delivery box will be sent to you for sending the non-working product to the service centre.
When you request service for an Xbox console or a Kinect sensor, you must first register the product. To get started, sign in below and then select Register device. After you've registered, you'll see the warranty status for your device. If it's within warranty, repairs are free. If your device is out of warranty, you'll be charged a repair fee.
Tracking the package from your location to the service centre
Use the proof of shipment or tracking number you received at the time of shipping to check the shipment status at the carrier’s website, or contact the carrier for more information. Once we receive your product at our service centre, we will notify you by email.
Tracking the shipment from the service centre to you
When we despatch your serviced product from our service centre, you’ll get an email that includes a tracking number. Use that tracking number to check the shipping status at the carrier’s website, or contact the carrier for information.
Note It can take up to seven days for the shipping status to update on the carrier’s website. If you don’t see any status changes on your delivery after this time, contact Xbox Support.
You can change or cancel an existing service order up until the day you send the product to the service centre. First, sign in at the Xbox Online Service Centre and go to Orders to confirm that the order status is either Order in progress or Packing material received by customer.
To print a receipt upon the completion of your service order, go to our Xbox Online Service Centre. After signing in with your Microsoft account, select Orders from the top menu bar. You can select any completed order and click the Print Receipt button for a copy of the receipt.
If the list of service orders does not list the one you’re looking for, select Check the status of an order from the Home page and then enter the service order number from your confirmation email, along with your postcode. Completed orders will offer the option to print a receipt.
We returned the product without service
The service centre inspects your product upon arrival. In the following circumstances, there will be no service performed (repair or exchange), and we’ll return the product as is:
The product is damaged or not working
If you receive a damaged serviced product or one that’s not working, contact Xbox Support immediately. Do not return the product to the service centre without first reporting the issue.
The product is incorrect, incomplete or missing
Contact Xbox Support for help in these cases.
Note Microsoft is not responsible for the loss of any additional products or accessories (such as a power supply, controller or game disc) that you included with the product when you sent it in for service.
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