GEARHEADS 360 HELP-CENTER

posted by SweetTea023

Mon Apr 07, 2008 at 09:44:39 PM EDT

Alright that's it. Now that Grymm has lost his 360 and almost every GearHead has lost at least one 360 to Red Rings (a few as many as 6) or a crapped out disc tray (Machete and I); I've decided to compile a resource guide for future reference when someone loses a 360.

For those of us who have lost a 360 please post what happened to yours, how customer service handled you/any advice in dealing with them, how long it took to get back to you and any other general info and tips (Such as where yours was sent).

This way the next time a GearHead (or any 360 owner) gets a Red-Ring they won't have to go into this alone.

Help out your fellow GearHeads!

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Comments Disabled | 48 comments

  •  Mine (none / 0)

    The disc tray AWOLed
    Customer service was good
    How long it took?! 4 weeks for me -_-

    You can your own wayyyy!!!

    by ajABE on Mon Apr 07, 2008 at 10:00:36 PM EDT

  •  Hi...My name is Josh and I'm a Chronic Loser of X. (none / 0)

    Boxes that is. Actually this is only my Second one to bite the bullet. I lost my first one to the damned Disk Tray, but at least I could still play Arcade Games, but now I have a Red Ring and can't do jack with it. As for Customer Service, they were fine with me and I got my box about 2 days later, and even got my Xbox back after about 2 weeks. Thing is though, I have the Gears Skin/Faceplate and the Skin's a pain in the ASS to take off and keep re-applying. God dammit Microsoft...

    "Who gives a shit what you believe? In 30 seconds you'll be dead. Then I'll blow this place up and be home in time for corn flakes."

    by Grymm on Mon Apr 07, 2008 at 10:01:31 PM EDT

  •  My damn (none / 0)

    disc tray craped out on me on sat. I have also lost two boxes to the RRoD.  soooo, ill be getting my 4th box in about 4 weeks.  Good thing i got a Wii

    just bought a house!

    by TexasTrap7 on Mon Apr 07, 2008 at 10:05:02 PM EDT

  •  I've lost one, (none / 0)

    my first console - a premium, lasted roughly 3 months before it blew out.  I talked to customer service for about 10 minutes, after waiting on the phone for about 45, and got a coffin in about 3 days.  All in all I was box-less for about 3 weeks.

    One thing that you can do to make the best out of your red ring situation is complain.  Try to get something out of it. A controller, game, etc.

    by captain crunk27 on Mon Apr 07, 2008 at 10:05:37 PM EDT

  •  I lost my launch console to the RRoD in... (none / 0)

    Nov. '08, right when all of the AAA titles hit.  The turnaround was very quick- about 2-1/2 weeks.  MS customer service was very professional & courteous.  Right after I received my replacement unit, I purchased an Elite.  My stepson benefitted from my upgrade.  Everyone of the guys that I Lan-party with has had their console RRoD.  That says a lot about how prevalent the problem is with the 360.  It's got to be around a 30%+ failure rate than the reported 13% that they're unofficially sticking to.  Let's put it this way, MS took a $1 bil pre-tax charge on their 2008 fiscal reporting year.  That's $1 bil in hard cash!!!

    Friends don't let friends two-piece.

    by Blankman on Mon Apr 07, 2008 at 10:11:52 PM EDT

  •  My launch xbox (none / 0)

    crapped out on me about 2 years after having it. So i bought a new one, grabbed a heat gun and went to town. This was after they extended the warranty and they still wanted $130 for it. I said screw that and did my own thing.

    by BoxinLeprechaun on Mon Apr 07, 2008 at 10:14:01 PM EDT

  •  Im the lucky contestant (none / 0)

    to lose 6.  Five of those were RRoD and the last was audio no video.  I lost the first 4 in a year and a half and the next 2 in the past 12 months or so, the timing may be off but thats what I can recall.  The first few times they were great but around the 4th one it was a real pain in the ass dealing with customer service I was out of a box for 2 months!  My advise is be polite at all times until they treat you like an idiot and then blow up.  I've recieved 2 games and 2 controllers for my losses.  Continually ask for supervisors to talk to because the first employee really cant do much in the way of free shit.  They'll offer you some free game that was released during the launch of the system!  Ive been told that you have to ask for a supervisor 3 times before they'll pass you off.  For the most part though MS customer service has been spot on, it was just the last 2 incidents that I've had problems.  And the very last incident I took charge and demanded something out of them for the fact that I've been without systems 6 times and that time without definately adds up.  Also I would document the date and time you've called and who it was that you were talking to I cant remember the times they've asked me who I was talking to, so they could check my story!  Hope this helps anyone in the future!  DEMAND DEMAND DEMAND!

    Oct 21/08 Nov 7/08

    by carr on Mon Apr 07, 2008 at 10:29:30 PM EDT

  •  Service (none / 0)

    for me was great on my first one (which died only 2 months ago, RIP launch console ;() and has been very good with this one so far. I think it's great that they give you the one month free live subscription card, but I really do feel we should be getting something else as well (800 points perhaps?).

    by MacheteMan7 on Mon Apr 07, 2008 at 11:13:14 PM EDT

  •  I've only lost one (none / 0)

    My RRoD'd on me and i call tech support.  The girl was an idiot and told me do all this crap and that my hard drive was broken.  

    SO i swapped in my friends the next day and called back and told them it was broken they have to send me a shipping box.  

    I immediately went to Futureshop (Canada's version of best buy) and bought a new xbox on credit to tide me over until mine's triumphant return.

    For some strange reason the box took almost 2 weeks to arrive.  Once i had the box i sent it out on a tuesday, and a new xbox was at my doorstep on thursday of the same week.  I was pretty impressed with that.

    Just killin it

    by sbrooker on Mon Apr 07, 2008 at 11:18:09 PM EDT

  •  One here too (none / 0)

    I got RRoD a week before the Halo 3 beta. I called customer service they were pretty good, the guy was annoying but got the deal done within 10 minutes or so. In the mean time since I wanted to play H3 beta I wrapped up my box got it working after a slight overheat and played the beta for 1 week roughly. Then it froze up competely so I sent it in. They immediatly sent my new box out (new serial). All in all I was done in a little less than 3 weeks. Just in time to play more of the beta before it ended. Only 1 box for me (knock on wood).

    by Windowlicker77 on Mon Apr 07, 2008 at 11:29:32 PM EDT

  •  Mine was RRoD (none / 0)

    of what was probably a launch console bought almost exactly a year after launch (it seems like those things are still lying around the store shelves here).  It had the remote and all the goodies anyway.  The store wouldn't take it back, but gave me the number to call.  Microsoft sent me the box, and within a month, I got it back, with a 1 month free XBL service card.  Next time, I will ask for 3 cards as I have three accounts on that one box.

    P.S.  It will be most ironic if this becomes the longest thread in Gearheads history.  Something that doesn't seem too far from reality.

    Do I look like one of them?

    by 3Suns on Mon Apr 07, 2008 at 11:56:07 PM EDT

  •  I've lost count. (none / 0)

    It's either 6 or 7 dead. I got a brand new console, one of the second major shipments, it died. I sent it into Microsoft and kept getting refurbs, until I was finally fed up with the red lights, so I sold my broken one at Gamestop and bought a new one, which died, but it had a warranty on it, so I've had my current one for a few months now. At one point, a refurb that Microsoft sent me broke 6 days after I received it, it's ridiculous.

    by ZeroCool2390 on Tue Apr 08, 2008 at 12:43:53 AM EDT

  •  lost my 3rd console today (none / 0)

    and my PC.

    All is not well.

    Not all who wander are lost

    by Zoso Fan on Tue Apr 08, 2008 at 01:12:25 AM EDT

  •  well (none / 0)

    my disk tray gave out on me late last year, but i had a best buy warranty which was VERY VERY helpful because i was able to get my box exchanged that day. Best Buy warranty is redchief approved (thumbs up)

    by rEDChief55 on Tue Apr 08, 2008 at 01:17:55 AM EDT

  •  well, (none / 0)

    my very first xbox red ringed on monday of last week.  Ive had that xbox since launch at least 3 years ago.  So i guess you can call me one of the lucky ones(?) to only have one go in a period of about 3 years or more.  I called xbox the day it happened and got a new box exactly 3 days after.  They were very nice on the phone and handled everything very professionally.  Sent it in the day after i got the box and now im just waiting.  Will post when the new one comes.  Hopefully it isnt another 3 weeks from now.

    Im "Geared Up" are you?

    by Scotty247 on Tue Apr 08, 2008 at 09:57:16 AM EDT

  •  Going on 5th (none / 0)

    Just sent away my fourth Xbox 360 since launch.

    Gamingbits.com -------------- News For Your Itchy Gaming Finger!

    by Rivithed on Tue Apr 08, 2008 at 10:51:07 AM EDT

  •  JohnEmidnight is on his third replacement... (none / 0)

    console.  One RRoD for his original Premium that he gave to his son, another RRoD on his stepson's, and a dead dvd drive on his Elite.  I think he got a wireless controller for the Elite replacement as compensation.

    Friends don't let friends two-piece.

    by Blankman on Tue Apr 08, 2008 at 12:06:05 PM EDT

  •  Lets (none / 0)

     see I'm on my 4th one.  The first one I got had problems loading games, it got to the point where all it would say is please insert disc in a Xbox 360.  Got that one replaced at Gamestop, then the new one I got had problems freezing up all the time, same with the one after that.  My recent one I got back only took 10 days from the time I dropped it off at the UPS Store, not bad at all.  The new replacement one has been making funny noises lately, I'm afraid, I'm very afraid LOL :(  The overall process of sending it back is fairly painless, just sucks not having a system to play, my Wii held me over til I got it back.

    Your learning well my young Padawan: Polandstyle

    by GearsChrisB on Tue Apr 08, 2008 at 04:05:05 PM EDT

  •  Well (none / 0)

    Bought my console back in 08/2006 it RRoD last weekend.

    I called microsoft but while I was talking to the guy, I remembered that I bought a BestBuy replacement plan. I checked the inernets and every where there were horror stories about BB not exchanging damage 360's...

    I saved the box plus all documentation adneven the green plastics bags, I put everything as it came when I opened went to a BB today directly to customer service and told the guy: "it does not work anymore, need to replace it", hand him over the PRP contract he only eyeballed and told me, go get a new one and get back to me.

    and that's how I got brand spanking new Xbox 360 with an HDMI output

    the end
    ^_^

    Sorry, blankman I only have a digital watch!!!!!

    by ObiJuan on Tue Apr 08, 2008 at 10:21:22 PM EDT

  •  My 6th one was messing up... (none / 0)

    In Guitar Hero 2.  Restarted and RROD.

    When i called in for the coffin, they started to go through everything and i was like yeah i know.

    Took a while to get the coffin.

    I wrote an e-mail to Bill Gates, Steve Balmer,and one other exec.  The next day i got a call from MSFT escallations who told me in a nutshell to send in my power supply (first time they asked that), then they followed the repairs every way and said that they strive to be #1 in customer support.  So i would call this guy in the US (Redmond) and NOT the 1-800-4-myxbox idiots (sorry).  But he was very helpful and got it esciallated for me.  

    Since then as of yesterday i have a backup 360 (the old one) and now am using the new one which is much better.

    It took an exceptional long time to get it back as Fed Ex messed up and it three extra days to receive it.

    I would recommend you go to the MSFT website and get the e-mail addresses from the top execs and e-mail them.  If you all want i could post them here, i just wasn't sure if Papi wanted me to do so.

    Best of luck to all of you who has the RROD, again i think it is a conspiracy against us all.

    Poland...

    You will meet your maker, the "chainsaw" and POLANDSTYLE

    by Polandstyle on Wed Apr 09, 2008 at 10:10:31 AM EDT

    •  I think that if anyone wanted the MS... (none / 0)

      executives' e-mail addresses, they could find it on the Interntet instead of here.  I don't think this site should be an avenue that may lead to the community possibly using that information (although with good intentions) to spam or harrass these executives.  There is a protocol that already exists in seeking assistance or addressing hardware/software on Xbox-related issues and it is 1-800-4-MY-XBOX.  That's why sites such as Kotaku, xbox360fanboy.com, ign.com, n4g.com, etc. have not made these e-mails public. :)

      Friends don't let friends two-piece.

      by Blankman on Wed Apr 09, 2008 at 12:52:00 PM EDT

      [ Parent ]

      •  I'm not arguing with you... (none / 0)

        But this really helped me, they had me send in my power supply (the first time in 6 prior returns).  So that could have been the issue.

        I just think this info would help all of our users.  Yes the executives just forward the e-mail to the first one "Escialtions" but i did get a personal call back the next day....

        Poland...

        You will meet your maker, the "chainsaw" and POLANDSTYLE

        by Polandstyle on Wed Apr 09, 2008 at 01:05:08 PM EDT

        [ Parent ]

        •  The reason they asked you to send... (none / 0)

          in your power supply was because they provided you with a Falcon-chip version.  The Falcon-consoles use 175 watts (less power) than the non-Falcons which are at 225 watts.  Otherwise you would have just received the regular non-hdmi refurbished replacement.

          Friends don't let friends two-piece.

          by Blankman on Wed Apr 09, 2008 at 01:25:17 PM EDT

          [ Parent ]

          •  Poland, you got Mass Effect & Undertow... (none / 0)

            for free via that 4-MY-XBOX customer service when XBL was down for practically everyone.  I don't think that the customer service was discourteous or complete invalids when you expressed your concerns & issues to them.  Look, many of us have experienced the agony of RRoD on our consoles.  Just look at the posts in this diary.  Some of us have received numerous RRoDs.  Does it suck, you bet it does!  However, I would respectfully ask that you copy & paste your post onto a word processing program or your computer's clipboard until Papi or the other moderators chime in to see if it's in our best interest to provide this avenue to fix our RRoDs.  If they do, you can repost that info with their blessing.  This site is viewed by a lot of people in the gaming community.  I don't want Papi to get in hot water for sparking a huge customer service debacle by customers who feel slighted because they've received an RRoD.  Again, it's no secret that the info is all over the Internet.  If people are interested in seeking out these contacts, all they have to do is Google or Yahoo it.  I know that you're trying to help everyone out, but I view this as placing  some negative impact on us as a community site than need be.  Until then, I am deleting the post that contains the info.  No hard feelings, I'm just looking out for the welfare of this site. :)

            Friends don't let friends two-piece.

            by Blankman on Wed Apr 09, 2008 at 01:36:49 PM EDT

            [ Parent ]

            •  Gotcha Blankman (none / 0)

              And any apologiges to Papi and any other users.  I will delete my post if not could someone please delete it?

              You are correct about the freebies but i'm the one who pushes for those, i get mad when i pay for things like this and get "messed over".  You know what i mean, i would recommend other users to ask for freebies then.  Hows that?

              Thanks,

              Poland.

              You will meet your maker, the "chainsaw" and POLANDSTYLE

              by Polandstyle on Wed Apr 09, 2008 at 04:32:45 PM EDT

              [ Parent ]

              •  It's OK to refer to what you did to... (none / 0)

                get your situation resolved, Poland.  I just felt that providing too much explicit information might bring about some unintended consequences to this site.  After all, Papi was just awarded by MS as a stallworth community leader.  That doesn't mean that we need to bow down to MS when it comes to problems with their products. I'm just taking the stance that if people are unhappy at the current protocol that's been set up to address their Xbox 360 issues; they can search alternative (possibly more pro-active) means via Internet searches.  I believe that the MS customer service is trying to do its best in meeting the needs of its customers.  As Machete has already stated, these service representatives didn't create the problem; they just work there.  Sometimes, too much information can be detrimental, regardless of the good intentions.  There's no need to further edit or delete your posts, Poland. :)

                Friends don't let friends two-piece.

                by Blankman on Wed Apr 09, 2008 at 04:56:45 PM EDT

                [ Parent ]

            •  I see the links were deleted... (none / 0)

              Thanks....

              Should i delete my other post?????

              I will edit it....

              Poland...

              You will meet your maker, the "chainsaw" and POLANDSTYLE

              by Polandstyle on Wed Apr 09, 2008 at 04:33:48 PM EDT

              [ Parent ]

              •  Can a moderator please delete the line (none / 0)

                Where i state to e-mail the executives????  And any other reference as such i cannot edit it....

                Poland.

                And thank you all for fixing my mistake...

                No hard feelings Blankman and next time i will check with you or Papi first....

                You will meet your maker, the "chainsaw" and POLANDSTYLE

                by Polandstyle on Wed Apr 09, 2008 at 04:35:38 PM EDT

                [ Parent ]

      •  Oh and 1-800-4-myxbox (none / 0)

        Support (in my opinion) stinks bad.... i have had nothing but problems going through them.  This is why i think we DO NEED the other avenues.  We need to make our voice heard, these RROD's totally stink. And are unacceptable.

        Sorry for the rant...

        Poland...

        You will meet your maker, the "chainsaw" and POLANDSTYLE

        by Polandstyle on Wed Apr 09, 2008 at 01:06:48 PM EDT

        [ Parent ]

  •  Mine went red about 6 weeks ago (none / 0)

    fortunately my cousin let me borrow her extra one so I was only "without" for one day.

    When I got mine back, I got the new power supply.

    Amazingly quiet!!

    "I do not tell lies, but I am a savage" ~ William Wallace

    by Kenai 91 on Thu Apr 10, 2008 at 11:14:32 AM EDT

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