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Peter Moore tells Joystiq about the new warranty program
After reading about Microsoft's admirable decision to extend their warranty coverage for those suffering from the Xbox 360's Red Ring of Death error, we were given an opportunity to speak with Peter Moore about the move.When asked why this move -- a sort of mea culpa of a growing failure rate -- has taken so long, Moore replied that it was important to "gather data and weigh the financial implications" in addition to "preparing logistics and identifying problems." While it may have seemed like a long time for those of us in the grips of the hyperkinetic blogosphere, Moore assures us that, for a multi-billion dollar mega-corporation like Microsoft, they acted with some celerity. So, they've identified problems? What exactly has been killing these Xbox 360s? Moore said there were "a number of issues" that they discovered from collecting data. When reminded of the great job they've done in servicing 360s to date still hasn't stopped some people from having to get their console serviced numerous time, Moore said that they've put "fixes in place" to address them. He pointed out that Joystiq was a great conduit to that very community and extended (what sounded to us like) a sincere apology. They're fixing these systems because the level has been unacceptable of late ... and no, Microsoft has "no intention" and sees "no value" in sharing what percentage of failure there is.
New 360 warranty: is it enough?
We asked just last week if the seemingly escalating Red Ring of Death issue was coming to a head. Now that Microsoft has changed the Xbox 360 warranty policy and even offered a public apology, it appears that the answer is a resounding yes. The timing for the announcement couldn't be better, as Microsoft would have undoubtedly been barraged with questions about the issue during next week's E3 media event. Such questions are likely still to be asked, but this act gives Microsoft some ammunition. Whether the act will be seen as an act of generosity or an outright admission of faulty hardware (or both) remains to be seen. Rather than put up a standard poll about the new policy, we're just going to open up the comment threads for discussion. What do you think of all this? For those of you that have shelled out for repairs, will refunds affect your opinion of Microsoft or the Xbox 360? If you've been sitting on the fence about an Xbox 360, will a three-year warranty convince you to buy with confidence? What else can MS do to improve the image of the Xbox?
Xbox 360 warranty extended to three years
In a monumental move for Xbox 360 owners everywhere, Microsoft has expanded its warranty coverage to three years, and will take a $1.05 billion to $1.15 billion charge to earnings for anticipated repair costs on the malfunctioning consoles. The company had previously extended the 90 day warranty to one year, but this move comes with a clear acknowledgment of the persistent problems with many of its systems (specifically the red ring of death), and an offer to reimburse users who have already paid for repairs to their consoles. It would appear that this development signals Remond's concession that these problems are not "routine" (a stance it has been lacking as of late), and happily demonstrates that they will do more than just add a few heatsinks to the troubled console. With the recent news that the Xbox 360 has a reported 33 percent failure rate, this should be welcome relief for literally scores of gamers.Update - read the official statement from Microsoft here, and listen to this interview with Peter Moore on the decision.[Thanks to everyone who sent this in]
360's Warranty extended to THREE years!
The guys over at Gamerscore Blog expressed their discontent with the failure rate of Xbox 360s and the customer service for getting consoles repaired. As such, they are changing the warranty policy worldwide to 3 years after the consoles purchase when dealing with the 3 red rings of light hardware failure on Xbox 360s. Anyone who's payed for any repairs up to this point will be reimbursed in full. This means that anyone who bought their console at launch will be covered until November 22nd 2008. On top of the press release, Peter Moore himself posted an open letter to the community on the policy change, which is included after the break, as well as a FAQ on how it's being rolled out.
Microsoft expands Xbox 360 warranty for red ring sufferers
Just when you thought it couldn't get any worse, Microsoft stands up and takes some responsibility for what appears to be an epidemic amongst Xbox 360 owners: the dreaded Red Ring of Death! Announced today in both press release and open letter formats, Microsoft has pledged to extend the warranties to three years from date of purchase for those who suffer from RROD, and will reimburse those who already paid to have it fixed. Seeing as how the 360 hasn't even been out for two years, that means everyone is covered. This is after they already extended the warranty from a puny 90 days to the more reasonable one year warranty that consoles are still covered under, unless they specifically suffer from the Red Ring of Death (marked by three blinking red lights). Xbox exec Peter Moore also published an open letter to the "Xbox Community" addressing hardware failure and promising "policy changes intended to keep you in the game, worry-free." Whether or not these policy changes include actually fixing the underlying hardware issue or just improving the support after the fact is unclear, but Moore finishes saying, "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." Classy show, Microsoft. Real classy. Let's hope this move is coupled with hardware revisions to keep your customers -- and shareholders -- happy.Read – Microsoft Expands Xbox 360 Warranty Coverage (press release)Read – Open Letter From Peter Moore (Xbox.com)Read – Expanded Xbox 360 Warranty Coverage FAQ
iPhone battery warranty, replacement information
Apple released information on the iPhone battery's warranty today, as well as the cost of a replacement. Out of the box, your iPhone's battery is covered for 1 year. Apple intends to release Apple Care for iPhone sometime this summer (allegedly). Customers of Apple Care for iPhone will be entitled to a new battery IF the one they're using drops to below 50% of capacity before their Apple Care runs out.Otherwise, a new one will cost you $79US. One other note: Apple states that they get rid of dead batteries in "...an environmentally-friendly manner." So don't get all excited, Greenpeace.
Take 360 Guitar Hero flaw into your own hands
Let's say you're one of those who ended up with a bum 360 Guitar Hero II controller. Sure, you could return it like Red Octane suggested, but what's rock 'n' roll about letting the man care for you? Nothing, that's what. Luckily for those who rock on their own schedule, All About the Games has posted a purported fix that requires little more than opening your axe and loosening two uptight screws. The site does state that the fix won't void your warranty, though we'll offer a reminder that you shouldn't operate on the guitar while it's plugged in. But come on, you rebels, isn't that exactly the sort of thing the man would want you to worry about? Are you going to wait for the man to pat your head and give you a lollipop or are you going to pull a Brian May and tear the fireplace out of the wall and get rocking?[Thanks, Brigham][Update: Ruh roh. Looks like someone didn't pay their hosting fees! All About the Games is currently down and their repair guide along with 'em. We'll update as soon as it seems like things are back to normal. Update 2: And we're back!]
Microsoft 'enhances' Xbox 360 support
Next Generation tells us about Microsoft's new-and-improved Xbox 360 warranty support, including faster service and something the company calls "cost-free shipping." (As opposed to fat-free, perhaps?)Microsoft is also offering to replace any first-party 360 game discs that are damaged -- even if it's your fault. The catch? You gotta send in your broken disc ... along with a cool $20. So why does Microsoft label this a "limited time offer?" You'd think they'd be psyched to reap another $20 for the same software you already spent $60 on and weren't allowed to back up. (Thanks so much, DMCA!)
Microsoft intros more Xbox 360 warranty changes
It seems that Microsoft has found yet more room for improvement with its Xbox 360 warranty, following up last December's extension with a new round of changes today The big news this time 'round is that the company's now offering free shipping on all consoles sent in for repair, with Microsoft also sending a pre-paid shipping container to you after you put in your request for service. For consoles repaired within the original warranty period, Microsoft will now either kick back the balance of your warranty onto the repaired console, or give you an extra 90 days, whichever is longer. Those sending their console in for repair outside of the warranty will still have to pay for the repairs, of course, although Microsoft will give you a full one year warranty on the repaired console. While we're all for better service, we just hope they aren't doing this in anticipation of a rash of Elite returns.[Via Daily Tech]
Xbox 360 diehard loses loyalty after seven bricked consoles
It's not too difficult to keep the faith if everything's clicking along nicely, but when console after console began to fail soon after Microsoft's highly-anticipated launch of the Xbox 360, skeptics began to surface. Rob and Mindy Cassingham were self-proclaimed "Xbox fanboys," and felt assured that their love for the next rendition would never sway, but after picking up six consoles to install in their home and personally owned gaming center, the relationship started to crumble. The jovial couple snatched up four units at the Zero Hour launch party, and while folks from all over were swarming to get their game on at their party haven, the days of elation were short lived. After dropping over $2,600 on hardware along, registering an "Xbox360" Utah license plate, and rocking Microsoft swag day in and day out, all four of the launch units bit the dust. Eventually, every single first wave unit croaked, and each time the Cassingham's found themselves fighting with overseas call centers just to get a much-belated refurbished unit sent back to them, one of which also fell victim to the red ring of doom. After seven out of six (that's over 100-percent, folks) consoles decide to call it a career before you've had your due fun, it's not easy to remain steadfast in your devotion, and even after an email to Peter Moore himself finally got a brand new console on its way to the once-diehards, things will never be the same. We feel your pain, man.
Honda paying out $6 million for 'overclocked' odometers
If you've been wondering how your Honda or Acura just seems to cover ground an awful lot quicker than your previous ride without even getting you a speeding ticket, listen up. Apparently, around six million Honda / Acura owners have been wheeling around in vehicles that are clicking off miles quite a bit faster than they're actually being driven. The Society of Automotive Engineers' voluntary standard for fluctuation in an odometer "is plus or minus 4-percent," and strangely enough, the National Highway Traffic Safety Administration doesn't even regulate it. Honda claims that its units were "accurate to within 3.75-percent" on the high side, but a lawsuit against them claims that's just a bit too close for the average consumer's well-being. The automaker will be shelling out over $6 million in overcharges for leasers who were unfairly penalized for exceeding the agreed upon mileage, and will also extend the warranty mileage five-percent. Of course, Honda has since tightened up its standards (read: fixed the programming bug), purportedly "aiming for zero" in regard to future error, but if you happen to own a Honda / Acura purchased between April of 2002 and November of last year (or a select '07 Honda Fit), these benefits should be coming your way pending a district court judgment on the settlement.
Don't you wish your Xbox was hawt like mine?
Flickr account holder 'g3n3101' has posted a mighty collection of Xbox 360 case mods, highlighted by this WWII-themed diorama assembled atop a Call of Duty 2-plated console. Microsoft has long touted 360 as a customizable unit, and fans have taken that theme and run wild. Think that extended warranty is still valid? Think again.[Via Gaming Bits]
Microsoft extends Xbox 360 warranty to one year, covering most "bricked" consoles
Sorry Microsoft, hate to be back seat CEOs here, but we really think it might behoove you to actually do the right thing from the start one of these days. We're all proud of you for finally patching things up for your consumers in these recent Xbox problems, but why is it so important that you wait for a class action lawsuit and/or heated public outcry before you come around? Just saying is all. Anyways, if you're one of those recent victims of the Fall 2006 firmware update for the Xbox 360 and had your console bricked, you might be glad to learn that Microsoft has extended its standard 90 day warranty to a full year, and the new warranty applies retroactively. That means current consoles less than a year old are now covered, and those who have paid for repairs for a 360 less than a year old will be reimbursed in 10 weeks ago. We're not exactly sure how this helps those who purchased an Xbox more than a year ago, just to have it bricked by the Fall update, and we're guessing that class action lawsuit isn't going anywhere, but at least it's a good step from Microsoft -- just a few weeks late.[Thanks, Andrew S]
Xbox 360 warranty extended, repairs refunded
Microsoft is extending the Xbox 360's manufacturer's warranty in North America from a puny (and competitively unimpressive) 90-days to the more reasonable (and competitive) one year. What spurred this holiday generosity? Perhaps it was Sony and Nintendo's one year warranties (don't forget to register to get a free 90-day bonus from Ninty)? Or perhaps old man Gates was visited by three ghosts in the night?Regardless, they're making right by their customers who've already had their console repaired by making the offer retroactive. That's right 'stiqers! If you've forked over $140 to Microsoft to fix your 91-day-old 360 you're entitled to a refund. The best part, you don't have to request a rebate, Microsoft will mail a check out (presumably to the address they mailed your 360 to) in about 10 weeks. Anyone (besides Alexander) expecting a $140 Christmas present from Uncle Bill?Read -- Microsoft Extends Xbox 360 Warranty to One Year press releaseScrutinize -- The NEW Xbox 360 product warranty
Microsoft extends 360 warranty to 1 year
Microsoft announced today that the 360's 90 day warranty in the US and Canada has been officially expanded to an entire year. Even better, Microsoft has stated that the new warranty is retroactive, and all customers who were forced to pay for repairs out-of-warranty will be reimbursed. Reimbursements are to be automatically distributed and no action is required on the end of the customer. Reimbursement checks should be distributed within 10 weeks. It wasn't that long ago that Microsoft offered free repairs to owners of consoles that were manufactured in 2005, and we think this new warranty extension is a great move on Microsoft's part. Sure, it seems generous, but a 1 year warranty will also make prospective buyers much more comfortable when deciding to plunk down $400. It's probably not a coincidence that the new warranty now matches the PS3's warranty either.How many of our readers are expecting a check from MS?Full press release after the break.
Tech designed to die
Kris Wagner posts an amusing Wired News column asking if technology companies design a life-span into products, forcing customers into a money-spending cycle. While the conspiracy has existed as long as our technology has failed, it's hard to make the next jump to nefarious, Tomorrow Never Dies-style meetings where company leaders maniacally ask for bugs to be added into products.Our informal poll around the Joystiq offices suggests that most of our game hardware has never broken. But a few of us are cursed with failure mojo, with one writer having had problems with an Xbox 360, PS2, SNES, and GameBoy. Is game hardware built better than iPods, or do we just pamper it more? (We've never taken an Xbox jogging.)
Shutting up your Xbox 360
It's no secret that the Xbox 360 is one loud machine. On a decibel scale, ours ranks right below a plane tanking off, and just above a jackhammer. The culprit is the DVD drive inside the machine. If you fire up the Dashboard without a disc inside and visit the Marketplace, download things, play Xbox Live Arcade games, and stare at your theme packs, then you'll notice how quiet the thing is. The Night before Christmas made more noise. The fans ain't that loud, folks. However, slip a disc inside, and it's like a team of hamsters decided to go on a stampede.ExtremeTech has posted a DIY guide to keeping it quiet. It doesn't require hauling out the soldering iron, but you have to get into the guts of your console, and yes -- violate your warranty. Although we'd gladly trade our nearly one-year old warranty at this point for a quieter gaming experience. That grinding ka-chunka chunk of the optical drive makes us nuts at times, especially when the other Joystiqers are sleeping (which hardly ever happens anyhow), and we have to crank the sound down. For those of you brave enough to give this a whirl, we salute you. Let us know how it goes. Off the record, on the QT, and very hush-hush.
Xbox 360 survives multi-roll car crash, keeps churning
Some stories are simply too sensational to be true, thus giving us every reason we'd ever need to just blow it off, but there's one saving grace to a whacked-out story: pictures. Reportedly, an Xbox 360 owner was rammed in a hit and run style accident, where his Chevrolet S-10 "rolled over three or four times," launching the helpless console and a bevy of accessories onto the freeway. While the fellow (thankfully) survived the ordeal with little more than a "bruised elbow," his beloved console suffered quite a beating; the Xbox 360, its power brick, and several controllers were ran over by oncoming vehicles, leaving "tire marks" everywhere and "squishing" the metal supports within. After the turmoil subsided, this hardcore gamer was (understandably) more concerned with the life of his toy than whether or not his insurance policy had expired, so he rushed home to try things out. Although his trigger arm was a bit sore, the console managed to boot up, play games, and even play back a DVD, providing an assumed sigh of relief for traumatized lad. You can catch a video of the rugged console in action after the break, while hitting the read link will show you the survivor's tale and a bevy of pics.[Thanks, Arjun]
Earth to consumers: extended warranties are a bad deal
It's no secret that you and your loved ones will probably drop some serious coin this holiday season (Black Friday in particular, we're sure), and while future repair costs may cross your mind, Consumer Reports recommends that you brush off that extended warranty those big box retailers will be shoving in your cart. Stores like Best Buy typically don't garner massive profits from just selling the snazzy new LCD or LCoS televisions, but "around 50 percent" of the extended warranty's pricetag goes straight to their pocket, and rarely do consumers need the coverage until after it's up. Studies have shown that most major breakdowns occur after the warranty period expires, and that in most cases, the repairs cost "about the same" anyway. Two potential exceptions were RPTVs and laptops Apple computers. The report stated that RPTVs have erroneously high repair bills and can be difficult to ship / move when the time comes for fixin', and since Apple's machines only come with "90 days of phone support," it was recommended that you pick up that AppleCare box with your purchase. Notably, studies found that notebook damage didn't occur nearly as much as generally believed, especially during the first year or three when the warranty was in effect. Nevertheless, it's estimated that non-savvy consumers will drop a combined $1.6 billion on fruitless warranties this year, so just be sure you're not one of 'em, cool?
Cellphone water detection sticker haphazardly voids warranties
Sure, nearly every carrier out there offers insurance for your phone, but reaching a fair settlement on your defunct device becomes a bit more difficult when you nonchalantly turn down the costly coverage, only to have a manufacturer's defect render your mobile useless. In an apparent attempt to bypass efforts to make phones more resistant to water seepage, certain cellphone makers have resorted to placing "water detection stickers" just within the phone's casing. These tell-tale pads turn to alternate colors if any moisture makes its way in, giving companies the perfect excuse to nullify warranties regardless of whether the malfunction was actually water-related. While we certainly imagine that waterlogged phones are among the highest claimed for replacement, this tiny sensor makes voiding a warranty an exercise in simplicity, as even a brief call while scurrying through the rain could eliminate any future coverage. While it has been said that placing a piece of "satin finish scotch tape" over the pad will forestall the colors from a-changin', just be sure to remove that extra bit of evidence before pleading your case.[Via Gadgetopia]
