Xbox 360 repair: Frequently asked questions

The warranties are:

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

Notes

• 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.
• The complete Xbox 360 E console warranty is available online at Product Warranty and Software License: Xbox 360 E console.

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.

Previously registered your console?

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

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. Be sure to 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.

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.

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

If you think 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.

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.

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

• $99.99 plus tax, if you submit a repair request online
• $119.99 plus tax, if you contact Xbox Support and have a support agent create the repair order for you.

When you send your console to our service center for repair, 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 repair needs to be completed at our Microsoft Service Center. Learn how to get your console repaired.

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.

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

The average repair time is 14 to 21 days for customers in the United States, including shipping time to and from our service center.

After you submit a repair request, you will receive an email with information about packing and shipping your console to our service center. Simply follow the email instructions.

Packing and shipping information is also available online:

Download the Console shipping 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.

Go to our Xbox Online Service Center to check your repair status at any time. Under Check Repair Status (lower-right corner), enter your service request number and ZIP code, 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).

You have the following shipment options:

• Print a label: This is the fastest shipping method. Print a prepaid FedEx (Federal Express) shipping label on your printer, attach the label to your shipping box, and ship the console to our service center.
• Get a label delivered: We send you a prepaid FedEx shipping label that you can attach to your shipping box. You should receive this shipping label within four days. This option is only available if you create a repair order online.

We pay for all Xbox 360 console shipping, including to and from our service center.

Here's how:

1. Go to our Xbox Online Service Center.
2. Under Check Repair Status (lower-right corner), enter your service request number and ZIP code, and then click Check Status. Your service request number is included with the order confirmation email. Alternatively, you can click Sign In and enter your Microsoft account information (email and password).
3. Beside Repair Status, click Print your shipping label.

Note The console shipping label should open in a separate window. If a new window does not open, make sure your browser is not blocking pop-ups.

4. Print the contents of your browser window.

Please send us your console within 30 days of submitting your online repair request. If you don't ship within 30 days, your repair order is cancelled, and the shipping label is no longer valid.

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

• Download console shipping instructions (PDF format)

Send us your console only. Please remove the hard drive, accessories, and discs before packing your console for shipment. 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).

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

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 Program.

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

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 Center (console registration is required).