Xbox One repair

[Richdmoore]

I was wondering if anyone had an experience with getting their xbox one repaired for an intermittent issue.

I have gone all digital with this console generation, with the exception of some backwards compatible xbox 360 games from my last console. Yesterday, I discovered that several xbox 360 discs (The Orange Box/Rage/Doom 3/Call of Duty 3) would read as dvd video instead of as official xbox 360 games (once inserted into the bluray drive.

If I grab the dvd disc while it is feeding into the console and hold it for a second, then release (so the disc kind of snaps more forcefully) the disc is usually read as an xbox 360 game. I am pretty sure that is proof of a hardware failure vs a scratched disc or other issue with just those games.

Has anyone had any experience with sending a console back to Microsoft for repair? Do they actually fix the same console, or just simply send a refurbished one once they receive the broken console? I looked online, and it said I do not qualify for an expedited repair process. Has anyone recently been able to get one via another method, such as telephone support?

I purchased the extended warranty when I purchased the console, so at least the Xbox One is covered for this repair. I would love if they just upgraded me to a new S model, but that is unrealistic of course.....

 

[44267547]

I was wondering if anyone had an experience with getting their xbox one repaired for an intermittent issue.

I have gone all digital with this console generation, with the exception of some backwards compatible xbox 360 games from my last console. Yesterday, I discovered that several xbox 360 discs (The Orange Box/Rage/Doom 3/Call of Duty 3) would read as dvd video instead of as official xbox 360 games (once inserted into the bluray drive.

If I grab the dvd disc while it is feeding into the console and hold it for a second, then release (so the disc kind of snaps more forcefully) the disc is usually read as an xbox 360 game. I am pretty sure that is proof of a hardware failure vs a scratched disc or other issue with just those games.

Has anyone had any experience with sending a console back to Microsoft for repair? Do they actually fix the same console, or just simply send a refurbished one once they receive the broken console? I looked online, and it said I do not qualify for an expedited repair process. Has anyone recently been able to get one via another method, such as telephone support?

I purchased the extended warranty when I purchased the console, so at least the Xbox One is covered for this repair. I would love if they just upgraded me to a new S model, but that is unrealistic of course.....

Pending the repair, Microsoft may send you a
Refurbished model to expedite and save the repair costs to the customer. It really depends on the severity of the technical Issue. Microsoft believes in a providing a short turn around time to return the console back to the customer. They may and likely will send you a refurbished model.

They will replace the Model you have with the exact same model. I doubt they would upgrade you.

 

[Richdmoore]

Sounds good. I would just hate for them to send it back unfixed if they could not duplicate the issue. I was joking about the upgrade to a S model.....

Microsoft stores don't do in house repairs on Xbox like Apple stores and their products, correct?

 

[Richdmoore]

Well, more broken console news for me. Today I left a cup of coffee near the tv and forgot about it, my 1 year old daughter crawled up to the tv, and grabbed the cup spilling coffee on my entertainment center. Anyway, a slight splash to the surface of the xbox one, but the liquid went directly into the xbox 360 fan below it. Xbox 360 now won't display video, and sometimes gives a red light.

I doubt I will get the 360 repaired, if microsoft even does service the 360 anymore. I don't game enough anymore to justify two consoles (and the increasing backwards compatibility of the xbox one makes it less necessary.)

 

[44267547]

Sounds good. I would just hate for them to send it back unfixed if they could not duplicate the issue. I was joking about the upgrade to a S model.....

Microsoft stores don't do in house repairs on Xbox like Apple stores and their products, correct?

Well, more broken console news for me. Today I left a cup of coffee near the tv and forgot about it, my 1 year old daughter crawled up to the tv, and grabbed the cup spilling coffee on my entertainment center. Anyway, a slight splash to the surface of the xbox one, but the liquid went directly into the xbox 360 fan below it. Xbox 360 now won't display video, and sometimes gives a red light.

I doubt I will get the 360 repaired, if microsoft even does service the 360 anymore. I don't game enough anymore to justify two consoles (and the increasing backwards compatibility of the xbox one makes it less necessary.)

Microsoft sends their devices out to be repaired, at least in terms of consoles. Unless there is a Microsoft store that does repairs in store, which I'm not aware of.

As far as your 360 goes, I wouldn't even attempt to send it in for repair. The 360's are widely available at GameStop/online for purchase and very cheap, being its over ten years old.

At least the coffee was spilled on your 360 versus your Xbox One. Could have been worse.

 

[gkarris]

Sounds good. I would just hate for them to send it back unfixed if they could not duplicate the issue. I was joking about the upgrade to a S model.....

Microsoft stores don't do in house repairs on Xbox like Apple stores and their products, correct?

I see people bring their XBox One consoles into the MS Store - just the console - the salespeople go in back and bring out an equivalent refurbished one. They even help with making sure the refurbished one works and you can properly log onto it.b

There may be a cost involved for the exchange depending on how it broke/warranty...

 

[Richdmoore]

Microsoft sends their devices out to be repaired, at least in terms of consoles. Unless there is a Microsoft store that does repairs in store, which I'm not aware of.

As far as your 360 goes, I wouldn't even attempt to send it in for repair. The 360's are widely available at GameStop/online for purchase and very cheap, being its over ten years old.

At least the coffee was spilled on your 360 versus your Xbox One. Could have been worse.

I actually got lucky. After it dried out a couple of days, the Xbox 360 is working perfectly fine again. I am surprised.

Who knows if corrosion will kill it in a few weeks/months, but for now it is working normally again.
[doublepost=1478983407][/doublepost]

I see people bring their XBox One consoles into the MS Store - just the console - the salespeople go in back and bring out an equivalent refurbished one. They even help with making sure the refurbished one works and you can properly log onto it.b

There may be a cost involved for the exchange depending on how it broke/warranty...

Thanks. I will explore that option then, who knows if they will still do that for an extended repair, but I can call and ask.

 

[Richdmoore]

I see people bring their XBox One consoles into the MS Store - just the console - the salespeople go in back and bring out an equivalent refurbished one. They even help with making sure the refurbished one works and you can properly log onto it.b

There may be a cost involved for the exchange depending on how it broke/warranty...

You were correct, I was able to go to the local Microsoft store in Portland, Oregon and have my extended warranty used for a replacement Xbox one (Same model of course.)

It took an hour and a half in total, as they had to hook up the broken console to both a tv and Ethernet, update the bluray player, play a bluray without issue first, then they finally attempted to play one of the Xbox 360 discs I brought with me.

Finally, they were able to see it was detecting some Xbox 360 discs as movie dvds like I reported. Then the genius (I forget what the official tittle actually was) got one Xbox 360 game to install (they had to wait for the game to download the full 5gb emulator) but it failed again when they cycled the disc. Then the genius finally authorized the replacement, but kept the brown system box to ship the bad Xbox back in. (I brought my console in a diaper box with a towel around it.)

The genius said they had to witness the error first hand to allow them to exchange the console. Not an issue in my case as my issue was fairly repeatable but it might be for others.

I could have gotten away with just bringing the core console, but I was glad I had the Xbox 360 BC discs/power supply/controller with me as well vs relying on whatever discs (if any) and cables they use for testing.

If I ever have to do this again, I would perform any system updates and install any game/apps needed to illustrate the problem to the internal hard drive before the appointment (all my games were on an external drive I did not bring) to speed up the troubleshooting process.

Most of the time was spent downloading the xbox 360 & bluray apps, and talking about other things while apps/games were being downloaded.

Oh, and just like Apple I made an appointment, although they were much, much less busy vs a typical Apple service appointment.