Xbox 360: Returning Your Xbox 360 For Repair
Lots of people have been coming here searching for information about sending their Xbox 360 in to Microsoft for repair. My Xbox 360 is on it’s way back to me from being repaired, so I figured I’d post my experience with the repair process.
On March 24th, 2007 I contacted Microsoft Xbox customer support and was able to get the repair process started. My Xbox 360 was still suffering from the dreaded 3 red lights on the Ring Of Light at that time.
Upon initiatiating the repair process, I received an email from Microsoft confirming the repair process had begun. The email stated that I would receive another email once the next step in the repair process begins:
Dear Xbox Customer:
Thank you for contacting Xbox Customer Care. We have received your request for service. Please prepare your console and follow the instructions provided by our customer service department. You will receive an e-mail as soon as the next step in the process has begun.
Thank you,
Xbox Customer Care
The support agent I spoke with gave detailed instructions on what information to include in the box I returned my Xbox 360 in. I typed all the information out, printed it, and put it right on top of my Xbox 360 inside the box I shipped it in. Include this information when returning your Xbox 360 for repair:
- Support Reference # (provided by Xbox support agent).
- Xbox 360 serial number (from the back of your console).
- Your name.
- Your return shipping address.
It’s important that you DO NOT SEND YOUR HARD DRIVE, CONTROLLERS, OR MEMORY CARDS! If you send them in with your console you will probably never see them again. Make sure there’s not a game in the DVD drive. Take your hard drive off and make sure all memory cards are out before packing your Xbox 360 up. All you want to send in is your bare Xbox 360 console.
Once you have your Xbox 360 all packaged up along with the necessary information, you’re ready to ship. There seems to be quite a bit of confusion exactly where to send your Xbox 360 for repair. There’s lots of confusion because many of the Xbox support agents don’t speak english as their native language. It’s hard to understand a mailing address from someone with a thick Spanish accent. Now, I’m sure Microsoft has more than one repair center, so make sure to pay close attention when the agent gives you the address to send your Xbox 360 to. I was told to send my Xbox 360 to the following address, your support agent may provide you with a different address:
Repair Center
5700 South International Parkway
Door #18
McAllen, TX 78503
I just took my box to my local post office to ship. I shipped it using the Priority Mail service and purchased $200 worth of insurance coverage for $3.35. Total came to be about $18. Only took 4 days to get there, and that’s counting the weekend. Once they received the package at the repair center I got the following email:
Dear Customer,
We have received your Xbox at our service center. It is our priority to process your Xbox in a timely manner and to get it back to you as good as new. We will contact you as soon as we are finished so you can get ready to get back into the game!
Thanks,
Xbox Customer Care
Exactly two hours later, I got another email stating that my Xbox 360 had been fixed and was on it’s way home. The email said my Xbox 360 should be here in 2 to 5 days, it’d be great to have it before this weekend. They even gave me a UPS tracking number, but there’s nothing there other than a confirmation that the return shipping has been paid for. Hopefully some real tracking data will show up on it tomorrow.
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i love my xbox fix i be greatfull
My xbox has now broken down for the third time. I will just get a PS3
forget Xbox get the ps3 slim!!! Reliable i left mine in 4 19hrs straight worked fine then 2hrs later turned it on for 34hrs n there no problem ! (Y) PS3 Slim 120GB
Microsoft no longer gives you a box. Found this cool start up though that will send you an xbox sized box so you don’t have to go to the post office.
http://www.boxyourbox.com
[...] packing in a box today. The repair process has started. I feel comforted by the few tens of blogs that actually documented the shipping process. I don’t know if I’ll be surprised if someone has a site about how [...]
Wandar Candy
Okay so I had issues with the 360 freezing. so i requested for microsoft to repair it. They are currently shipping out a shipping label to me. I just have questions about what is suppose to go inside the box (as in paper work). and do i just tape the shipping label outside of the box?
i know its confusing but this is what i done they send u an email saying different methods of sending yoir 360 yo them eg Ups etc… and then they send you an email with your xbox label n where its meant to go you print that out get a box that fits your xbox yape itt up how ever it dont matter if its 2 safe because if you go on the microsoft website n go to term & conditions it says if ur xbox drops out anything lik that you will be held responsible! but.. bak to the email you have 2 print out u tape it on top of your 360 and write FRAGILE on the box not the later. an arrange a pick up from UPS they dnt run on weekebds! an they pick your 360 up from your door step for free !!!! an dilever it to germany (thats wer mine went) an in 3-4 days you will recieve another email saying your xbox has arrived and is in the proccess of getting fixed and thatsvwere i am so i cannot be mo help than that.
hopefully i was clear n if you want more info you may email me on deaglo@msn.com.
tTank You
i accidently sent in my harddrive with the 360 is there any way i can get it back?
no but if you have xbox live just go to recover gamertag and u have all ur stuff back
i sent my xbox for a repair cos of 3 red rings on the 27th decemeber 2009. i only just found out about the tracking number/method. when i typed it in on the ups website
its says
Error: Label is unavailable — all the packages of the shipment have been sent to the destination address
does that mean it been delivered to microsoft
Just talked to xbox today. This is the second time it will be fixed for RROD. First time it was free about 1 year ago. They emailed the shipping label but never mentioned the price or if it would cost me this time. looking on the site it says my Xbox360 is now out of warranty. They never mentioned when I would have to pay for the repair. Is it after its fixed and about to be returned?
my xbox is three years old and im well out of warranty but cos the red rings are a fault by microsoft they give u a 3 year extended warranty just for the 3 red rings so u shouldn’t have to pay nothing
Repair Center
5700 South International Parkway
Door #18
McAllen, TX 78503
first of all, it’s not door #18 anymore. the correct one is door #22. Anyway, this repair center will be closing soon. i give it another month or 2. i provide security for this facility. according to the supervisor and some employees the undisclosed date will be dec 8, 2009 but they have said it will close a couple of times before and never did.
email: mid-toker@hotmail.com
i bought my xbox in 2006 and it just now crapped out on me the three red rings,so i called microsoft and even though my one year warranty ended they are still fixing it for free which is awesome. my xbox lasted 4 yrs i think that may be a new record
Lol mine to i was SOOO pissed cause i thought it was screwed she said she could do something i wanted to find where she was and hug her loll mines since 2006 too
Hey I work for Jabil in McAllen. Which guard are you?
i just called them at 6 and they said tht they’ll send me the prepaid postage stamp nd i have to print it….. also they said i have to send it to ups but my bro in law has not had a good history with them because he said tht theyll prolly harm my xbox nd xbox customer care wont fix it.. so idk wat to do so anyone with info can u write back. any thing apreciated.
UPS is a pretty legit company. My aunt works for them and they’re usually the ones who handle most of the packages i order from Amazon and have never had a problem with them. They’re usually pretty quick and I’ve never received a damaged box. Plus, if you’re worries about it, you can always buy insurance.
Do I have to call first before mailing back for repair?
And what is the address and what information should I include. Thanks!!! Please help!
Yes Lynn, call first. Call 1-800-4MY-XBOX. They will tell you everything you need to include.
I have sent a request online and out in al the info, when I hit submit it said im sorry, we can not furfill this request right now (somthing like that) then it said try again later or call out costumer service which is my last choice, so I closed the window then tried again and it said that my serial number has already been registerd. What does this mean and what will happen next? Thank you
Well…..call support up then! Are you afraid to talk to someone on the phone?
wats the cost of a repair 3 lites nothing on tv screen.
Or total cost.
http://support.xbox.com/support/en/us/nxe/repairfaqs.aspx
I’m sure it depends on your particular Xbox and where you ship it from, but the total cost of my repair (Same problem as you’re having) was just under $110.
I just got the 3 rings 3 days ago my repair box is coming in tomarrow. I was just wondering if anyone could tell me what to do if I only have a custom faceplate and the origional one like broke. Should i send it in without one. Or just send it in and get a new one?
Do u need to include the receipt?
Kevin…..I don’t think you need to include one I just packed mine up and sent it. It didn’t say it in the instructions.
What state are you in and if its not New York how long do you think it will take im guessing 1 week
I followed all the instructions to a “T”, and I’m going to the UPS store to send it in right now. I bought my 360 in January of ’06 and it just crapped out with the RRoD in August of ’08. That’s gotta be some kind of record… Well, I hope I get it back soon, wish it luck. Peace.
not a record mines from jan 06 and it broke today at jan 2010
My son purchased an XBox in December of 2007, and it recently stopped working. I have been fighting Microsoft for 3 weeks trying to get a return label to get it fixed. All I get is the run around. I have become so disturbed about the matter that I filed a complaint with the Better Business Bureau. I don’t know how all of you people managed to get your systems repaired, but you must know something that I don’t.
Okay well… if you got 3 red lights when you turn on your xbox… dont try calling 1800-4my-xbox they are full of crap… they make up a whole bunch of excuses on why they wont be able to repair it. so just go on xbox.com register your xbox on the site , and file a repair with the xbox and shipping label all payed for. box will come in 4 days – 7 days for repair – 5 days for delivery to you.
sorry to bother, but im having doubts and i was wondering if like you have a xbox 360 for 2 years, will it cost? and what else does it needs?
i hope somebody can answere me this questions.
it is going to cost $10,000 for and shiping is anouther 100 that is it
I just sent my 360 in about 3 days ago yeah the day GTA-4 came out for RROD and i was wondering if they will send me back a new one with the HDMI port in the back and the new processor i hope they do cause im missing on valuable GTA4 time right now microsoft should send me an Elite 4real 4real
I had my 360 for about 2 years, anyway a couple months ago i was playing cod4 when i get this psychedelic color pattern on the screen. i tell my friends i have to restart my console somethings wrong. i restart it and no video just sound. so i call up my friend and told him what happened. i called microsoft they want $100 for repair and i have no money at all. by the way they told me that the red ring of death is for hardware failures. what the hell is it called when the video chip which is hardware fails. microsoft=bull***t. so i asked to talk to the manager and then they tell me its only for some hardware malfunctions. Wait it gets better, thinking i could get a new graphics card i open up the 360 and find out its a f***ing intagrated GPU(graphic processing unit) inagrated means built into the motherboard. so i look on the internet for the Xenos/R500 GPU none sold anywhere not even on ebay.
also my friend the sameone i called that day just had a hardware malfunction lol,im going to cry.
Piston Honda:
I don’t know if you got the memo before sending in your 360 but they tell you that if you have a custom faceplate to not include it with your 360 because you will not get it back. My guess is that someone kind enough in the repair center noticed that you included a faceplate and since it was discarded he or she decided to give you a game for free. It wouldn’t be the first time I heard this happen before but hey, a free game is a free game.
Sent my Xbox in 15 days ago and got it back today. I did however send in a custom Indy Colts faceplate. I had no other plate because the original one got lost so I said oh well they can have it. Anyway I did’nt get my faceplate back but did recieve a brand new Xbox manufactured on March 17th 2008 and NBA Live 08 and a free month of Xbox live gold. Just wondering if anyone else has recieved a free game. I am very pleased with Microsoft.
It finally happened! I got “my” 360 back yesterday. A mere 73 days from my initial call to them. It’s a refurbished one and they (of course) just gave me 1 month of Live for free. Woo… I played it last night for a while and it’s working good so far. It was funny, the UPS guy asked me “what’s in these boxes anyway? I see a lot of them and they all require signatures.” Just shows how many of these break…
Day 66 and still nothing. Microsoft called me 8 days ago and told me they’d be sending me another one in “a day or two” and when they did I’d get a tracking number but of course I haven’t heard anything since then. Terrific
GOing on six weeks here and all they can tell me is they show it was received but now they can’t find it. This is the most terrible service I have EVER had with anything I’ve ever purchased! I had my xbox a total of 3 days and played maybe 4 hours on it before it crapped out. The kicker is that I purchased the extended warranty through Target and they wouldn’t honor it because they said it is a well known manufacturer defect!!!!!! Microsoft is bullshit.
Just updating my situation. It’s been 52 days since my repair process was started. 14 business days since my console “allegedly” was repaired and shipped back to me (Microsoft says to wait 5 business days). Everytime I call MS I get the same old run around and excuses so I filed a complaint with the Better Business Bureau the other day and “maybe” that will get their asses in gear and actually get me my 360 back….
Slo, as of now my xbox I recieved from them is still up and working. No problems so far, good luck with you supervisor.
Dean, that sucks that it took them so long on yours. Dealing with them is just next to impossible. I talked to a “supervisor” today and he assured me that he would take ownership of my problem and resolve it…..we’ll see. Do you still have the same refurb they sent you and if so, how is it? Any problems with that one yet? I think that’s one of my biggest concerns right now, is that when I get it it’s going to RROD in the 1st five minutes. Thanks for telling me your story, it sucks but it’s kind of cool to be able to talk to someone else who’s gone through this.
Slo… The console they sent back to me was a refurb one without a hardrive or anyhting. You would think they could’ve sent me a complete xbox for waiting so long. The only extra thing I recieved from them was 1 free month of xbox live. Wow 1 month for the 4 months I missed. Thanks alot Micro$oft. Hopefully its quicker for you.
I sent my xbox in for repair and recieved a different xbox back but with no hard drive. They kept my hard drive. When I phoned they said not to send any cables or controllers thats all. When I called customer support after recieving the xbox back they could not help me and would have a supervior phone me – this never happened. When I phone customer service again I was called a lier one time, they hung up on me another time. I have been calm untill now. PLEASE CAN SOME ONE HELP!!!
Thanks Dean. I can’t believe it took them 4 months to finally get you your console back! That’s inexcusable. Was it actually yours or was it a refurb or brand new one? Did they do anything to even try and make it up to you for it taking SO long? I’d just like to get ahold of even 1 customer service person there that will just tell me what they think is really happening. I’ve been given so many excuses.
Slo…. same thing happened to me, my xbox was supposed to be delivered on a certain day and never came. Called the 800# the next day and they told me that UPS definitely had it and that it would come the next day for sure. Unfortunitely it never came and so the headache began. UPS then confirmed my xbox was lost and xbox support was doing nothing to send me another console. Out of the 300 times I called all of those dumbas*** over at xbox they told me the same thing every time. After about 4 long months I finally recieved my xbox without any notice of it coming. My advice is to keep bitc*ing at them and dont give up.
Hope everything works out
ring custmoer support up or the microsoft number and complain and say you want a refund because it is discraceful how it keeps braking and they shouldnt sell them if they still know the 3 red lights problem is happening in the new consoles i wud anyway.
My xbox has been shipped yersterday but good friday today then sat and sunday then bank holiday moneday so i wont get it back until like wednesday :((((((
Umm i Really need help my 360 got the 3 red lights n this is going to be my 4th!!! time sending my xbox in for repair im really tired of my 360 getting messed up is their anyway i can get my money back from microsoft because im tired of sending in my xbox every single time should i argue with the agents to give me my money back what should i do help!?!?
I tried calling the support center again tonight and after being on hold for 45 minutes the dude come back and tells me that it looks like my 360 may have been lost and that someone will call me in about 2 days. I tell him that I was told almost the exact same thing 3 days ago and the f***er HANGS UP ON ME! My repair process began 45 days ago and the 800# has been telling me “it’s completed and shipped, please allow 5 business days for delivery..” since March 9th (8 business days). Wtf is going on? Probably no one here can help me, but I’m getting really damn frustrated with these assholes. Everytime I try emailing support to tell them of my “woes” with the 800# they just tell me call the 800#. Are they even reading my email? Do they even give a rat’s ass?
Remember me from like 8 months ago on this post my xbox broken again form 3 red light saent it of to microsoft i think im begging to be a pro.
Sent xbox off on friday with next day delivery microsoft not recieved it yet????
is this ok ?
what should i do ?
anyone please