September 21, 2006 - After months of system crashes, red lights of death, and screaming owners who just want to play their $60 games, Microsoft today told IGN it's compensating Xbox 360 owners with broken consoles if they were purchased before January 1, 2006.
Microsoft said it isolated a pattern of broken systems purchased prior to January 1, 2006. As part of their "ongoing process of analyzing repair data," the company will compensate all owners with an "out of warrantee repair," free of charge if the system was bought before January 1, 2006. Gamers who bought broken consoles after January 1, 2006 will not receive free compensation for broken consoles.
"As part of our standard and ongoing process of analyzing repair data, we recently noticed a higher than usual number of units coming in for repair," Microsoft told IGN in a prepared statement today. "Upon further investigation, it was further discovered that the bulk of the units were isolated to a group that was part of the initial manufacturing run of the console. Returns for repair are coming in for a variety reasons and it's a higher rate than we are satisfied with."
Microsoft would not explain the exact issues causing the problems. IGN spoke with a Microsoft customer service person named Sandy. She explained that Microsoft will either repair the system or, if the problems cannot be fixed within two days, Microsoft will replace the old system with a new one. Anyone with a broken system can call 1-800-4MY-XBOX to speak with a customer service person.
This is an about-face tactic for the console manufacturer. Microsoft repeatedly has said that its return rate was within the 3%-5% window, which is standard with consumer electronics of this type. The company has claimed that any broken systems are flukes or isolated incidents. However, the company believes that launch systems bought before January 2006 are the biggest issue.
"We've made the decision to comp repairs for consoles manufactured before January 1, and provide refunds to the small group of customers who have already paid for repairs," Microsoft said.
The first gamer to publicly realize this revised policy posted on the Xbox.com forums this morning, claiming that his warranty had been expanded.
"If you've got the three red lights of death call Xbox support now. As of tomorrow they are extending the warrantee of all Xboxes manufactured before January 1st to a one year warrantee. I just got off the phone with an agent and set up my repair. Happy birthday this is my present to you!" reads the post."
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That's F#$$ed up I just paid for my repair. I better get my money back.
Microsoft said it isolated a pattern of broken systems purchased prior to January 1, 2006. As part of their "ongoing process of analyzing repair data," the company will compensate all owners with an "out of warrantee repair," free of charge if the system was bought before January 1, 2006. Gamers who bought broken consoles after January 1, 2006 will not receive free compensation for broken consoles.
"As part of our standard and ongoing process of analyzing repair data, we recently noticed a higher than usual number of units coming in for repair," Microsoft told IGN in a prepared statement today. "Upon further investigation, it was further discovered that the bulk of the units were isolated to a group that was part of the initial manufacturing run of the console. Returns for repair are coming in for a variety reasons and it's a higher rate than we are satisfied with."
Microsoft would not explain the exact issues causing the problems. IGN spoke with a Microsoft customer service person named Sandy. She explained that Microsoft will either repair the system or, if the problems cannot be fixed within two days, Microsoft will replace the old system with a new one. Anyone with a broken system can call 1-800-4MY-XBOX to speak with a customer service person.
This is an about-face tactic for the console manufacturer. Microsoft repeatedly has said that its return rate was within the 3%-5% window, which is standard with consumer electronics of this type. The company has claimed that any broken systems are flukes or isolated incidents. However, the company believes that launch systems bought before January 2006 are the biggest issue.
"We've made the decision to comp repairs for consoles manufactured before January 1, and provide refunds to the small group of customers who have already paid for repairs," Microsoft said.
The first gamer to publicly realize this revised policy posted on the Xbox.com forums this morning, claiming that his warranty had been expanded.
"If you've got the three red lights of death call Xbox support now. As of tomorrow they are extending the warrantee of all Xboxes manufactured before January 1st to a one year warrantee. I just got off the phone with an agent and set up my repair. Happy birthday this is my present to you!" reads the post."
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That's F#$$ed up I just paid for my repair. I better get my money back.
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