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Microsoft admits scale of Xbox 360 RROD problem, extends warranty

July 6th, 2007 · 1 Comment

After months of denial, Microsoft has come clean about the appalling levels of failure for its console, pledging more than a billion dollars to fix the problem. Half of this will be used to extend its hardware warranty to three years, with the rest going to the cost of repairs. Robbie Bach, president of Microsoft’s entertainment and devices division says “The number of repairs to consoles have been unacceptable to us.” Bach says that his engineers have now fixed the dreaded Red Rings Of Death problem, which can apparently be caused by several types of hardware failure. The extended warranty only applies to problems.
Speaking on the issue, Xbox boss Peter Moore told users in an open letter: “Good service and a good customer experience are areas of the business that we care deeply about. And frankly, we’ve not been doing a good enough job. Some of you have expressed frustration with the customer experiences you have had with Xbox 360; frustration with having to return your console for service after receiving the general hardware error message on the console.
The majority of customers who own Xbox 360s have had a terrific experience from their first day, and continue to, day in and day out. But when anyone questions the reliability of our product, or our commitment to our customers, it’s something I take very seriously.”
Moore continues: “We have been following this issue closely, and with on-going testing have identified several factors that can cause a general hardware failure indicated by three flashing red lights on the console. To address this issue, and as part of our ongoing work, we have already made certain improvements to the console.
“As of today, all Xbox 360 consoles are covered by an enhanced warranty program to address specifically the general hardware failures indicated by the three flashing red lights on the console. This applies to new and previously-sold consoles. While we will still have a general one year console warranty (two years in some countries), we are announcing today a three-year warranty that covers any console that displays a three flashing red lights error message. If a customer has an issue indicated by the three flashing red lights, Microsoft will repair the 360 free of charge, including shipping, for three years from the console’s purchase date. We will also retroactively reimburse any of you who paid for repairs related to problems indicated by this error message in the past. In doing so, Microsoft stands behind its products and takes responsibility to ensure that every Xbox 360 owner continues to have a fantastic gaming experience.”

Tags: HD DVD and Blu-ray · Trade · Video games

1 response so far ↓

  • 1 dave fallon // Jul 6, 2007 at 4:07 pm

    about time, thats all im saying! lol.

    after having been on my third xbox and with this one sometimes playing up its good to hear that microsoft are finally doing something about it.

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