What's the best way to replace warrantied console - support or retailer?

F-Stop

I'm looking for advice for those who have gone through return/repair process with their still in warranty xbox360s or who work in a retail store and have experience with this sort of thing. The problem is not RROD, it is a persistent problem that only occurs with Halo 3 (the DRE issue) but that definitely points to a problem with the console as the discs that cause the problem work perfectly well in a different machine.

Is it better to return it to the shop where it was bought or go through MS support? The console was purchased last December as a present, but I believe it was bought in Xtravision from the bundle (and I'm told the receipt is safe). If I walk into the store and explain the problem, will they replace it then and there or does it basically go through the same process as if I send it off to MS and I wait for it either to be repaired or replaced? If that is the case perhaps I'm better off just skipping the middle man to save time?

If I do either, I assume I have to send in everything. What is the best thing to do with profiles and saves. I know DLC can be re-downloaded, but should I get a memory unit and save my xbox live profile to it - do saves have to be saved separately to the MU? Should I then format the HDD?

Any advice from past experience would be great, especially if there is anything I've overlooked. Thanks.

davidsatelle100

if its not the RROD then your retailer should replace\repair the problem. I wouldn't give in your hard drive just the main unit

Clover

take it back to the shop with the receipt for a replacment as it's still covered . have a nice chat about it and swap your old hard drive onto the new 360 and the new hard drive onto the old broken 360 , that way you still have all your data.

Zapp Brannigan

Yeah go to the shop, they should replace it for you.

Melion

No retailers will replace it, you will have to go through MS

Clover

Melion wrote:

No retailers will replace it, you will have to go through MS

no he won't , once he has the receipt and it's under 12 months old he is well within his rights to bring it back to the shop for a new 360.

FutureGuy

My 360 started freezing 11 months after buying it. I returned it to the store and they replaced it without question.

Definately the way to go.

Melion

Mine was in warranty, had my receipt and i was told i had to go through MS. I rang them, asked if the store had to replace it, the person at MS told me that they had to take it back to replace it.

fifth

I never replace them after 28 days I tell them to ring MS, like I've had to do twice..

mickoneill30

Clover wrote:

no he won't , once he has the receipt and it's under 12 months old he is well within his rights to bring it back to the shop for a new 360.

Or a repair. At the retailers discretion. Normally it's a replacement within the first month. After that they'll probably get it repaired.

F-Stop

Thanks to everyone for their input and advice. It seems reasonable that a replacement only happens in the first month, and mine is way past that. I may as well contact MS Support directly. Cheers.

hshortt

Your contract of sale is with the retailer. Grow a pair and get them to sort it out. They will either replace it, or they will take care of the repair process. This is not something you *have* to do yourself.

@Flunkyflea, you passing the buck back to the consumer is part of the reason people need to ask these questions. The RETAILER must take care of the problem.

@OPGet a shoppers rights card, you can get them in most decent stores and any Gamestop store. They will help explain the basics and give you the direction of the small claims if you are not satisfied.

Good luck,
Howard

F-Stop

Howard - Before this goes way off topic. You're kind of missing the point of the thread and jumping the gun a bit. I haven't had any trouble at all with the retailer. What I wanted to know was:

If I walk into the store and explain the problem, will they replace it then and there or does it basically go through the same process as if I send it off to MS and I wait for it either to be repaired or replaced? If that is the case perhaps I'm better off just skipping the middle man to save time?

As it is older than a month, it is likely that the retailer will send it in for repair. I won't be able to get to the shop for at least a week, and their policy might be to ship boxes for repairs on a Friday (I don't know, but it's reasonable). If I was to get a replacement then and there - fine, but they are not obliged to do that. So by me sending it off on Monday or Tuesday I can save myself about two extra weeks before I get it back. Had I gone to the shop and they'd insisted that I send it back myself, that would be a different matter, but it is not the case here.

So, while I appreciate your advice, the pair I have are doing me fine, thanks.

hshortt

haha, fair enough F-Stop. Good luck.

chrislad

How about ringing them and asking them?

Too obvious?!

fr_dickbyrne

Sorry guys, quick question for those of you who have returned the box to MS for repair. When you got your UPS label, did you have to ring a UK number to arrange a pickup? Just got mine and seems straight that it is quoting a UK number. This could be the norm but just want to make sure.

Cheers

Riesen_Meal

fr_dickbyrne wrote:

Sorry guys, quick question for those of you who have returned the box to MS for repair. When you got your UPS label, did you have to ring a UK number to arrange a pickup? Just got mine and seems straight that it is quoting a UK number. This could be the norm but just want to make sure.

Cheers

No think I rang the Dublin number and they collected in my job, and brought it back there too!

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Shannon

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fr_dickbyrne

Cheers for that Fieldog. Will give the irish number a go, was just a bit weird sending me the uk number!

Hail 2 Da Chimp

I rang 1-800-575757

Also what did you guys pack your XBOX's in? The original box or did you pack in in protective wrapping?

thebman

If you contact Ms they'll send you a box AFAIK if you are sending it to them.

If going to a retailer, I'd use the packaging it came in.

mark360

i got mine replaced twice at retailer..no problem at all..the first one was after 7months..the second one was after 5months.

just make sure ya ring the retailer before ya bring it to them.
they will replace it there and then...then at the end of the month they send all the broken consoles off to microsoft so they get there money back.