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Microsoft squashes red ring of death and refunds all gamers with past troubles photo

In a move that you would only likely see at the end of a sappy romantic comedy or in a Saturn car commercial, Microsoft has faced their biggest problem and reached out to gamers to make everything right. They may have also cured cancer, but I left before the credits.

Posted on xbox.com, directly from Peter Moore himself:

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.

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.

Hit the jump for the complete announcement and what this means for 360 gamers. 

Open Letter From Peter Moore

To our Xbox Community:

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.   

Some of you have expressed frustration with the customer experiences you have had with Xbox 360; frustration with having to return your console for service after receiving the general hardware error message on the console. 

The majority of customers who own Xbox 360 consoles have had a terrific experience from their first day, and continue to, day in and day out. But when anyone questions the reliability of our product, or our commitment to our customers, it's something I take very seriously.

We have been following this issue closely, and with on-going testing have identified several factors that can cause a general hardware failure indicated by three flashing red lights on the console. To address this issue, and as part of our ongoing work, we have already made certain improvements to the console.

We are also implementing some important policy changes intended to keep you in the game, worry-free. 

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.

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.  

This will take a few days to roll out globally, and I appreciate your continued patience as we launch this program. I've posted an FAQ that should address some additional questions, and we'll update it over the next few days. 

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

This means that anyone who's ever had to return a 360 due to the RROD and / or pay any sort of repair costs will be completely reimbursed. In a way, this is Microsoft admitting there is a serious failure rate with the 360, just without directly saying it. On the other hand, they are taking the problem head on, and with M$'s deep pockets, this move is sure to win over a lot of gamers who have become seriously disenchanted with a system that dies on them once, twice, or even eleven times. 

This is a huge move, and one Sony could learn from. Sure, the PS3 works, but Sony made quite a few mistakes with their whole "This is a marathon, not a sprint" attitude (as opposed to Nintendo's "This is a sprint, give us your moneez!!1"), and that's clearly something that fans are not willing to pay for. 

On behalf of 360 gamers, Destructoid, and the industry in general, you done good today Microsoft. You done good.

[Special thanks to Joe Burling for rocking me to sleep last night. Adam Sandler movies are just too scary!






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78 comments | showing # 1 to 50
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next 50 comments

Tempus's Avatar - Comment posted on 07/05/2007 16:22
Tempus
About fucking time, gratz to anyone who posted/ranted about this. Your words counted :)
Joe Burling's Avatar - Comment posted on 07/05/2007 16:24
Joe Burling
Huge props for A) admitting your mistake and B) taking steps to fix it.

I would cerealsly love to see Sony apologize, too.
bhive01's Avatar - Comment posted on 07/05/2007 16:26
bhive01
If this had happened... say two weeks ago when I got a PS3, I probably would have got a 360 and been playing UNO with Snail and Tazar. Motorstorm and Resistance are really good though. Damn you Heavenly Sword. Why did you tempt me?
Ignignokt01's Avatar - Comment posted on 07/05/2007 16:27
Ignignokt01
Wowwwwww.

Many they REALLY want me to become a 360 fanboy don't they?
infinity's Avatar - Comment posted on 07/05/2007 16:28
infinity
i can taste the win, and i don't even own a 360. admirable move by M$.
Brass's Avatar - Comment posted on 07/05/2007 16:28
Brass
Wow, props to Microsoft.
covah's Avatar - Comment posted on 07/05/2007 16:29
covah
at least they finally addressed the problem, instead of saying "What problem? We don't see anything, oh by the way, have you played Gears of War yet, that's a good game don't you think?"
Chibi_Zero's Avatar - Comment posted on 07/05/2007 16:29
Chibi_Zero
Nice to hear. But since I lost my receipt I wonder what kind of trouble I'll have if I need to get my 360 repaired...
Joe Burling's Avatar - Comment posted on 07/05/2007 16:31
Joe Burling
Chibi, no problem. The warranty is through MS. They go by serial number, not receipt. All you gotta do is call 1-800-4MY-XBOX and they'll take care of the rest.
William Haley's Avatar - Comment posted on 07/05/2007 16:31
William Haley
Chibi, likely none. This 3 year warranty means that even if you bought the first 360 ever made you're covered until the end of 2008, at least.
SeraphX's Avatar - Comment posted on 07/05/2007 16:32
SeraphX
Well my box has yet to have any problems, but now I feel much happier knowing this.
Jim Sterling's Avatar - Comment posted on 07/05/2007 16:33
Jim Sterling
Major respect to Microsoft here. I've had nothing but agony from their shitty customer service in the past, and I'm glad to see them admit that they've not been doing such a good job in that area of business.

It's funny ... I have to replace another fault 360 tomorrow. What an irony.
Joe Burling's Avatar - Comment posted on 07/05/2007 16:34
Joe Burling
Jim, I hear you. I just received my 4th 360 due to faulty hardware yesterday.
Brass's Avatar - Comment posted on 07/05/2007 16:34
Brass
It really humanizes the company. It's easy to spell Microsoft with a dollar sign, but this has really earned some respect from me. They're making an effort.
deiga-the-semivaliant's Avatar - Comment posted on 07/05/2007 16:34
deiga-the-semivaliant
Why would Sony apologize? Microsoft had something pretty tangible that they could make amends for: failing hardware.

Sony didn't make a 'mistake' per se. They priced their console higher than the others, they lost exclusives to a lot of game titles, they didn't have rumble for a while, and a lot of people accused them for copying the ideas of other companies. They're all mistakes in the eyes of the consumers, but it would be really silly on Sony's part to apologize for any of them. Who would they apologize to? The gamers? They don't give a shit, they just won't buy the products. The developers? They're going where the money is at, why would Sony apologize to them?

Giving an apology for failing hardware is necessary because it hurt the consumers. But giving an apology for making a product that isn't as popular as its predecessor? That's just stupid. If anything, they should just apologize to themselves.
Grapefruit Juice's Avatar - Comment posted on 07/05/2007 16:37
Grapefruit Juice
"I have my answer! I have my answer! I'm walking on air!"
wonky360's Avatar - Comment posted on 07/05/2007 16:37
wonky360
Great. This is a big SHUT UP before E3, I am so glad that the red lights will never cost me money even if I do get them. This is just awesome.
Jim Sterling's Avatar - Comment posted on 07/05/2007 16:38
Jim Sterling
It's not Sony aren't apologizing, deiga, it's that unlike MS, when Sony has a problem, it just goes attacking the other companies and makes itself look like a bigger company of idiots. MS could have continued to deny there was a problem and then made jokes about Sony/Nintendo, but Moore grew a set of nuts and said "yeah, we've not done so great."

It's the attitude, not the act, that Sony could learn from.
Rainbowblack's Avatar - Comment posted on 07/05/2007 16:39
Rainbowblack
WATCH MY LAUNCH DAY 360 DIE NEXT TIME I TURN IN ON AND FIND OUT THAT THIS NEW POLICY DOES NOT APPLY TO ANYONE WITH A WORKING LAUNCH UNIT..whoa caps!

why should I be refunded? I got my moneys worth lol.

Joe Burling's Avatar - Comment posted on 07/05/2007 16:39
Joe Burling
deiga, Sony treated their fans like shit around the time of the PS3 release via statements that suggested the fans get a second job to afford it, saying they could sell 10 million even if it had no games, trojan-horsing Blu-Ray, etc. Sony definitely made mistakes.
William Haley's Avatar - Comment posted on 07/05/2007 16:40
William Haley
Deiga, Sony made a lot of choices that hurt their fans and themselves in the end in an effort to forcefully push Blu Ray onto the market, for one.

Losing exclusives and a seriously subpar marketplace / online service are their other major faults. That is all Sony.
ConsFEARacy's Avatar - Comment posted on 07/05/2007 16:41
ConsFEARacy
Glad to see Microsoft owning up to their mistake...

I can honestly say very proudly that I have never had a problem with my 360 and am very satisfied, but there is obviously a problem.

Cool beans!
Rainbowblack's Avatar - Comment posted on 07/05/2007 16:42
Rainbowblack
oh look, I'm covered. well color me happy
deiga-the-semivaliant's Avatar - Comment posted on 07/05/2007 16:44
deiga-the-semivaliant
I'm not saying they didn't make mistakes. I'm saying the mistakes they made don't really need apologies. They just need action.

Sterling understood where I was coming from.
Joe Burling's Avatar - Comment posted on 07/05/2007 16:46
Joe Burling
Sterling is God. He knows all, like when you touch your happy place.
Trevor McGee's Avatar - Comment posted on 07/05/2007 16:50
Trevor McGee
Basically, Sony = Dickheads.

Microsoft is, thankfully, manning up, otherwise I'd have to equal them to being assholes. Good for Microsoft, I have much more respect for them now. Now they better just start making the damn hardware more sturdy and no more cutting corners, there is no excuse for that especially since they already made a shit load off of the 360.
BluDesign's Avatar - Comment posted on 07/05/2007 16:54
BluDesign
That and them sorta-fixing the broken DRM in their games and videos from XBLM makes me happy.

I guess we can all go buy Forza 2 now.

KyleGamgee's Avatar - Comment posted on 07/05/2007 17:02
KyleGamgee
It's like when Nintendo offered to replace the Wiimote strap. A solution to a problem makes for good customer service/relations.
slee's Avatar - Comment posted on 07/05/2007 17:02
slee
Good JOb Microsoft for fixin your mistakes!!!!!!! Now if Only Destructoid will fix the spelling errors in the head line picture:);)
Aaron Mxy Yost's Avatar - Comment posted on 07/05/2007 17:03
Aaron Mxy Yost
Good for you Microsoft.
ScarCeLLe13's Avatar - Comment posted on 07/05/2007 17:04
ScarCeLLe13
Theres nothing wrong with my 360 yet but its pretty cool that they did this just in case somthing happens.
Shalashaska161's Avatar - Comment posted on 07/05/2007 17:07
Shalashaska161
Now that the whole breaking consoles problem is being worked on, all Microsoft needs to do is drop the price and I will go buy one. Glad to see Microsoft is working to make their console awesome.
slee's Avatar - Comment posted on 07/05/2007 17:14
slee
It is Hi and Kind hurry hurry fix it!! Restore your journalistic integrity.
KilgoreTrout XL's Avatar - Comment posted on 07/05/2007 17:16
KilgoreTrout XL
Very cool. Losing my 360 for four weeks last year wasn't so cool, but at least I know I'm covered on the new one. And th elast one was free, so I wasn't that worried.

Isn't it about time that we say, for once and for all, that the 360 is better than the superfrafx AND the FM Towns- PUT TOGETHER?
KilgoreTrout XL's Avatar - Comment posted on 07/05/2007 17:18
KilgoreTrout XL
"Supergrafx" not "Superfrafx", though the latter would have been the better name for that POS.
KilgoreTrout XL's Avatar - Comment posted on 07/05/2007 17:19
KilgoreTrout XL
slee- i'm pretty sure that shit's on purpose dude.
slee's Avatar - Comment posted on 07/05/2007 17:20
slee
why would it be I mean King maybe a play on words but Hai?
DeusPayne's Avatar - Comment posted on 07/05/2007 17:25
DeusPayne
They were wrong. Money can buy happiness.
slee's Avatar - Comment posted on 07/05/2007 17:31
slee
Sweet they fixed the G to a D come on big money big money!!! Change that Hai to a Hi!!!;)
Andrew5329's Avatar - Comment posted on 07/05/2007 17:38
Andrew5329
Well that will probably kill off the biggest and only main gripe about the Xbox360 for the most part, knowing that if the console breaks they'll repair it for you. (not that my 360 ever has failed me)
Jim Sterling's Avatar - Comment posted on 07/05/2007 17:39
Jim Sterling
Slee, "hai" is a deliberate mis-spelling. "o hai" is often said round these parts.
Crunshii's Avatar - Comment posted on 07/05/2007 17:44
Crunshii
Its nice that MS did this move but its not a complete solution to the problem, just means when ur xbox breaks a 3 ring, u can get it replaced (same thing people are complaining today). Thats not fixing the actual problem that 30% of all xbox's out there still brick.

Not to mention Im wondering who is going to do all the fixing and refurbishing for M$. UK companies already told M$ we no longer doing this for you, were loosing money and too many consoles are coming in bricked.

So to sum it all, its a nice speech letter by Moore, but I would like to see the xbox community free of hardware failure, and not a PR gimmick cuz even now, with warranty, people have been upset because theres not enough warranty papers to pass around.

Facts > PR Fiction

William Haley's Avatar - Comment posted on 07/05/2007 17:44
William Haley
Slee, I had no journalistic integrity to begin with, but I did change the G for you, and you alone.
William Haley's Avatar - Comment posted on 07/05/2007 17:46
William Haley
Crunshii, all excellent points and something we will keep an eye on to see how Microsoft handles things.
Skeeblar's Avatar - Comment posted on 07/05/2007 17:55
Skeeblar
...
I'm under warranty for six years, now.
MechaMonkey's Avatar - Comment posted on 07/05/2007 17:55
MechaMonkey
Well played, Microsoft. Well played.
slee's Avatar - Comment posted on 07/05/2007 17:57
slee
Not in Amorica !!!!!! Come on didn't you see Idiocracy?!!! Do you want us to turn into a mass of people like that!!!


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slee's Avatar - Comment posted on 07/05/2007 18:00
slee
My Mistake haha try that!!!

http://www.youtube.com/watch?v=fAYnc_-ddlw
slee's Avatar - Comment posted on 07/05/2007 18:01
slee
Ahhh William Haley ya know how to melt a guys heart !!! haha
uptonogood's Avatar - Comment posted on 07/05/2007 18:01
uptonogood
bunch of mindless MS fanboys ...

have none of you ever experienced WINDOWS MILLENNIUM EDITION?!

oh the horror ... :(
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