Tuesday April 3, 2007 3:29 pm
Microsoft Announces Improved Xbox 360 Warranty Process
Reports of people having issues with the Xbox 360 have been widespread, with some Xbox 360 users requiring multiple replacements of their hardware. It is hard to gauge the actual level of defective units in the wild, but from a purely anecdotal perspective, it appears that the Xbox 360 is much less reliable than its competition. Microsoft, though, is standing behind the console, having recently extended the default warranty to one year and now enhancing the warranty process.
First, Microsoft is now paying for return shipping for all consoles returned for repair. In addition, consoles repaired under warranty will have the work guaranteed for a minimum of 90 days, longer if the original warranty is still in effect, those out of warranty will have a one year repair guarantee. Microsoft also is apparently moving away from sending refurbished consoles to users, instead returning the original console to the user when possible. This also has the added benefit of not invalidating any of the user’s downloaded content, a problem in the past. Other benefits promised include faster service, and better support staff.
One could certainly frame these improvements in a number of ways. On the one hand, it is great that Microsoft is stepping up to the plate to ensure that the end user has as good an experience as possible when their console breaks. On the other hand, a lot of these fixes should have been built into the process from day one, particularly turn around times, console repair, and support. Nintendo has been lauded online for a couple of particularly good examples of support; perhaps Microsoft is now realizing that a good warranty experience will help reduce online complaints.
Read More | Xbox.com
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