Expanded Xbox 360 Warranty Coverage FAQ
Q: What are you rolling out that is new?
A: While we maintain our one-year console warranty (two years in some countries), Microsoft is extending the terms of its Xbox 360 warranty to three years for certain general hardware failures which are indicated by three flashing red lights on the console. This will apply to new and existing customers and we will retroactively pay back the out-of-warranty repair costs paid by customers for console problems indicated by the three flashing red lights.
Q: How does this warranty differ from your existing warranty?
A: Currently, any Xbox 360 is covered by a one year manufacturer’s warranty (two years in some parts of the world). If the console is out of warranty, there is a charge to have it repaired. It then comes with an additional one year repair warranty. With these changes, there is effectively a three year warranty with no charge for repair for general hardware failures indicated by the three flashing red lights error code which displays on the console.
Q: Is this effective worldwide?
A: Yes, these policies are global. The new policies are now being instituted in our customer service centers around the world, which may take a few days to fully implement.
Q: When does the policy change go into effect?
A: These new policies are now being instituted in our customer service centers around the world, which may take a few days to fully implement. They will apply to new and existing customers. For the latest information, customers should visit Xbox.com.
Q: Is there any health or safety issue at play here?
A: This is in no way related to any sort of product safety issue.
Q: Do I get a refund?
A: Yes, we will reimburse any customer who was out of warranty and paid for repairs due issues indicated by the three flashing red lights error message. Customer should expect to receive a check in 10-12 weeks.
Q: How does this affect my extended warranty bought from my retailer?
A: You’re still covered under your existing warranty for issues outside the scope of this specific three-year warranty.
Q: Have you identified a root cause that can lead to failure?
A: There is not a single issue that we can point to as being a problem. We test the product extensively, including accelerated life testing, but the nature of the console itself is very complex, as it’s a consumer electronic product that contains more than 1,700 different components and 500 million transistors.
There are a variety of scenarios that can cause a general hardware failure. Only the indicator (the three flashing red lights) is always the same.
Q: Who do I contact with further questions?
A: Please contact your local Xbox Customer Service (1-800-4-MY-XBOX in the US and Canada).
