BREAKING: Microsoft Does the Right Thing About Ring of Death Hardware Failure

July 5, 2007 -

Let's give credit where credit is due.

As recently as this morning, GamePolitics has been beating on Microsoft over the massive Xbox 360 hardware failure rate. But today, in an interview broadcast on the Major Nelson podcast, MS exec Peter Moore announced a stunning - and very consumer-friendly -warranty policy.

Moore has also posted an open letter on the Xbox.com site explaining the new warranty:

You've spoken, and we’ve heard you. 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...

...we are announcing today a three-year warranty that covers any console that displays a three flashing red lights error message... Microsoft will repair the console free of charge—including shipping—for three years from the console’s purchase date...

If we have let any of you down in the experience you have had with your Xbox 360, we sincerely apologize. We are taking responsibility and are making these changes to ensure that every Xbox 360 owner continues to have a great experience...

I want to thank you, on behalf of all us at Microsoft, for your loyalty.

GP: Aw, Peter, you big tattooed lug, you had us at three year warranty...

Posted in

Comments

Submitted by Goodridd (not verified) on Thu, 07/05/2007 - 17:10.

Damn you no edit - I meant DVD drives.

Submitted by Freekill (not verified) on Thu, 07/05/2007 - 16:45.

Yay! They really do love us after all!

Submitted by chadachada (not verified) on Thu, 07/05/2007 - 16:51.

@ E. Zachary Night
i disagree, i think the games for the 360 beat the wii and ps3 and ps2 hands down, but that's just my opinion

Submitted by Timmay! (not verified) on Thu, 07/05/2007 - 16:56.

Not FULLY the right thing, but they're close. The right thing would to also admit that, somewhere, there is a problem, they generally know how to fix it, and they've got something in the works in the very near future to stop it on brand new machines.

While the extended warranty is great for anyone who owns, or plans to own, a 360, they're still not directly owning up to the fact that there's a major hardware problem here, which is what really needs to be done. Do they know, in general, what the problem(s) is/are? It can't really be that up in the air, with so many problems being reported. And if they do know what the problem is, they should be rolling something out sometime soon (hopefully) in production that would stop it.

They've got to know something by now, so why can't they just be open and share SOMETHING?

Submitted by PHOENIXZERO (not verified) on Thu, 07/05/2007 - 16:58.

This screams of even more "covering our asses so we don't get slapped with a big class-action lawsuit because repairing every RoD XB360 would be a lot cheaper than paying our lawyers and losing". But at least it'll help get some results for the people who have fallen out of the warranty period.

IMO, nobody should bother buying a XB360 until the first real hardware revision is released, which I thought was supposed to be soon.... Hmm...

Submitted by EvilZombie (not verified) on Thu, 07/05/2007 - 16:35.

Now I might actually buy one.

Submitted by Jabrwock on Thu, 07/05/2007 - 16:42.

Hmmm, I wonder if someone in Legal mentioned potential class-actions to upper management. ;)

-- If your wiimote goes snicker-snack, check your wrist-strap...

Submitted by MaskedPixelante (not verified) on Thu, 07/05/2007 - 16:28.

This isn't doing anything unless they actually plan on FIXING them so this never happens again... Hey, I wonder, if playing the console for only an hour or so a day will keep it from breaking.

Submitted by Radio Guy (not verified) on Thu, 07/05/2007 - 16:21.

I wounder if this failure rate will be seen in the likes of the Wii and PS3

Submitted by E. Zachary Knight (not verified) on Thu, 07/05/2007 - 16:18.

I still don't want one. Probably never will. I just have never liked the game selection.

Submitted by ConsoleGames.com » Blog Archive » Microsoft exte (not verified) on Mon, 11/26/2007 - 22:51.

[...] Just about every gaming site out there is reporting that Microsoft has decided to extend their warranty period on XBOX 360 units that experience the red-ring-o-death to three years. Microsoft’s Peter Moore announced the policy change during an interview on the Major Nelson Podcast, and through an open letter on XBOX.com. From the letter: 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 console 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 console owner continues to have a fantastic gaming experience. [...]

Shout box

Andrew Eisen: The former.10/19/2014 - 4:00pm

quiknkold: was it StreamEez, or the StreamEez feature in Hauppauge Capture? cause I know Capture has alot more support from the devs.10/19/2014 - 3:54pm

Andrew Eisen: I actually tried StreamEez last week. Flat out didn't work.10/19/2014 - 3:53pm

quiknkold: I use the Hauppauge Capture software's StreamEez. Arcsoft showbiz for recording. I just streamed a few hours of Persona 4 Golden with zero problem using the program. Xsplit is finniky when it comes to Hauppauge10/19/2014 - 3:40pm

Andrew Eisen: Trying to capture console games and broadcast with Open Broadcaster System because I've had technical difficulties using XSplit 3 weeks in a row.10/19/2014 - 3:37pm

quiknkold: and what are you trying to capture?10/19/2014 - 3:31pm

quiknkold: same one I have. ok. what program are you using?10/19/2014 - 3:31pm

Andrew Eisen: Haupaugge HD PVR 210/19/2014 - 3:28pm

quiknkold: What Capture Card are you using, Andrew10/19/2014 - 3:26pm

quiknkold: I know Biddle isnt Kotaku. he's just a employee. Its up to Kotaku if they want to punish him for being a public representative of Kotaku...well...I wouldnt be against it.10/19/2014 - 3:26pm

Andrew Eisen: Lovely, my capture card is not (yet) compatible with the broadcaster I want to use. Let's hope my workaround works!10/19/2014 - 3:19pm

Andrew Eisen: If you find Biddle's statement off-putting, then you're certainly directing your distaste at the correct entity.10/19/2014 - 3:18pm

quiknkold: as somebody who once had his skull fractured behind a grocery store as a kid because I was a nerd. Sam Biddle can eff himself with barbwire10/19/2014 - 2:59pm

Matthew Wilson: I dont agree with it, but that doesnt mean its not true sadly.10/19/2014 - 2:36pm

Andrew Eisen: Which I find to be (in most cases) extraordinarily petty.10/19/2014 - 2:34pm

Matthew Wilson: I get the joke andrew. In the social media age, if you say somthing stupid people will take it out on the company you work for.10/19/2014 - 2:30pm

Papa Midnight: It's Gawker. I'm not sure his comments can really do much to lower whatever modicum of perceived crediiblity that network of sites may have.10/19/2014 - 2:27pm

Andrew Eisen: Nintendo is better than Sony, Microsoft and sliced bread. Andrew Eisen is an exceedingly handsome man. Sugarboog is best Pony. These are now the official stances of the ECA!10/19/2014 - 2:24pm

Matthew Wilson: The sad fact is when you work for a company, you represent it like it or not.10/19/2014 - 2:21pm

hellfire7885: Looks like a lot of people are refusing the apology.10/19/2014 - 2:19pm

All shouts

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