XBOX 360 Red Ring Of Death

I purchased an XBOX 360 for my son for US$350/- in December 2006. Within months it had died with the "red ring of death". I contacted Microsoft in Bangkok and they advised me that the XBOX wasn't supported in Thailand so I'd have to contact Microsoft Singapore for XBOX support. Jeez thanks. I must admit that I hadn't realised I was buying an XBOX in the 'grey' market because it was for sale in many shops in Bangkok. My mistake. Anyway, as I didn't see Singapore as a a viable option, I had the XBOX fixed by local technicians. It took about 4 months due to the backlog of repairs. One very frustrated son.

In the last 2 years the XBOX has died three times with the "red ring of death" and each time it has taken months to repair. The repair cost each time was US$55. The XBOX is currently dead and the local repair man has told me to stop wasting my money on repairs. He claims he can only make temporary fixes because in a design flaw in the XBOX. Basically, he claims it was defective when I bought it.

Now this got me to thinking. If a car company or battery maker issues a defective product, the product is recalled and repaired/replaced at their expense. Not with Microsoft. They tried a stealth approach. When the XBOX was first launched they charged US$100 for "red ring of death" repairs and it was only when the number of XBOX's failing with the "ring" blew up on the Internet that they agreed to do the repairs for free. If you lived in the right country! Now Microsoft must have known how serious the problem was but instead of doing the correct thing, they tried to make money out of it. Sort of applying a "blue screen" approch to hardware.

With the idea of a defective product in mind I have been back to Micosoft Bangkok and received the same response. Contact Microsoft Singapore. I have contacted Microsoft Singapore by e-mail and received a prompt response by e-mail from Norman to check a number of Troubleshooting Guides. If I still think the XBOX is dead after checking the guides then Norman recommends I phone Microsoft Singapore for further guidance. Say what. PHONE. Microsoft, the maker of e-mail, IM, browser and collaberation software wants me to make an international phone call to get further guidance. Norman, are you joking?

I e-mailed back to Microsoft Singapore saying my XBOX was definately dead so what next. Agee replied by e-mail. The e-mail contained a link to information on the XBOX's extended warranty and again advised me to phone Singapore to take the issue forward.They wouldn't be trying to make it as difficult as possible for me to get satisfaction would they? Maybe hoping I'll just go away and forget about it..... 

If Microsoft have put out a defective product and the number of "red ring of death" failures would suggest they have, then why should I need to worry about warranties? Surely, they are duty bound to put things right regardless of warranty. Naieve? Possibly but why should corporate giants be allowed to get away with mugging their customers.  

Bottom line. If I had wanted to give US350/- to charity (plus US$150 in repairs) then I would have selected my own charities. I can assure you Microsoft would not have been on the list....

I will update the post with developments as I continue to tilt at windows, I mean windmills.....

Ed



Note: I have reproduced Microsoft's e-mails below for full disclosure although they make pretty boring reading.

Microsoft Singapore's first mail response - 2 Dec 2008
Thank you for contacting Microsoft online support for XBOX. I am Norman and I will be helping you today with this issue.

As I understand it, when you turn on your Xbox 360 console, you see three red lights flashing on the ring of light and the upper-right quadrant light is the only light that does not flash red.

I know how disappointing it is when your console is not working properly. Please be assured that I will do my best to help you resolve the issue.

The three flashing red lights may indicate that there is a hardware problem with your Xbox 360 console. Please read the letter that discusses warranty changes for three flashing red light hardware failures. To read this letter, please visit this link: http://www.xbox.com/zh-sg/support/systemuse/xbox360/resources/warrantyupdate.htm

Here are some things that you can try to resolve the issue. If you are having difficulties trouble shooting the issue, please contact Xbox Customer Support at the number indicated below.

1.  When you turn on the console, look at the light on the power supply. The power supply light should illuminate green even if the three lights on the Ring of Light flash red. If the power supply light is not green, please follow the steps in one of the following Microsoft Knowledge Base on this link:

http://support.xbox.com/kb/906101 - Troubleshooting your Xbox 360 Power Supply when the light is red

http://support.xbox.com/kb/906102 - Troubleshooting your Xbox 360 Power Supply when the light is orange

http://support.xbox.com/kb/906103 - Troubleshooting your Xbox 360 Power Supply when the light is not illuminated

2.  Turn off the console. Wait 10 seconds, and then turn on the console again to see whether the problem re-occurs.

If your console continues to display the three flashing red lights, your console may have to be repaired. You may need to call our support line listed below to process a repair on your console.

You may contact Xbox Customer Service for Singapore by calling 800-448-1330 at your earliest convenience, and we'll be happy to help you. We are open everyday from Monday to Friday 9.00am - 6.00pm.

For international customers, please contact Xbox Customer Service in your local region. (To find the correct Customer Service number for your region first use this link http://www.xbox.com/zh-sg/ChangeLocale.htm to select the appropriate country and then use the contact number found under the support menu). You may also choose to call international assistance (direct dial to the US ) by dialing 425-635-7180.

To expedite service, please provide Service Request Number xxxxx01713 when you call.

Thank you for visiting Xbox.com. If you should have future questions on Xbox products or services, please be sure to revisit our Web site as we are continually adding information to enhance our service.

Best Regards,
Norman
Microsoft XBOX Support Services
http://support.xbox.com/



Microsoft Singapore's second mail response - 6 Dec 2008

Thank you for contacting Microsoft online support for XBOX. I am Agee and I will be helping you today with this issue.

We understand your concern about your issue, and we are sorry to hear that what your console does now is flashing three red lights. It seems that you have done all the troubleshooting steps, and since it still does not work, your console is having a hardware failure and may need to be repaired. Please call our phone support team to assist you regarding the repair of your console. Email support does not have the capabilities to process repair concerns. We may require personal information verification which cannot be divulged over email.

By the way, information regarding the extended Xbox 360 warranty coverage could be found at http://www.xbox.com/en-US/support/systemuse/xbox360/resources/warrantyupdate.htm

You may contact Xbox Phone Support directly for your console's repair by calling 800-448-1330 at your earliest convenience, and we'll be happy to help you. Hours of operation (every day): Monday to Friday 9.00am - 6.00pm. You may also choose to call international assistance (direct dial to US) by dialing 425-635-7180.
       
To expedite service, please provide Service Request Number when you call.

Thank you for visiting Xbox.com. If you should have future questions on Xbox products or services, please be sure to revisit our Web site as we are continually adding information to enhance our service.

Best Regards,

Agee

Microsoft Xbox Support Services
http://support.microsoft.com/