Question about Microsoft Xbox 360 Console

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Won't honor warranty

Our xbox 360 video died while playing Call of Duty 4 on Nov. 16th or 17th/ 2007. We purchased it Nov. 22/ 06 (we have sales slip) as a Christmas gift. and wasn't used till Dec 25/ 06. This is why we felt we had time to report. After fully troubleshooting as directed we contacted Microsoft only to be told our warranty expired Nov. 16/ 07 and would cost us $110. to fix. But our sales reciept clearly states Nov. 22/ 06. When we explained further, we were then told it was our fault for not calling before end of warranty date even though we can prove when it crashed by inability to access xbox live accounts and a "screen capture" of my daughter discussing the video failure on Facebook Nov.17/ 07. Even the store manager couldn't get much help for us. Any advice would be very helpful. Thankyou.

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Re: won't honor warranty

The term "Xbox Product" means, depending on the context below, either: (i) the Microsoft Xbox 360™ Video Game System console including (when considered as a whole) the Microsoft software stored on the separate Xbox 360 hard disk and/or embedded in microprocessors within the Xbox 360 console ("Console"), or (ii) Microsoft branded Xbox 360-compatible hardware accessories manufactured by or for Microsoft, whether included with the Console or purchased separately ("Accessories"). The term "Warranty Period" means: (i) as applied to the Console, a period of one year (three years for conditions that cause three lights on the ring of light on the front of the Console to flash red) starting as of the date of your sales receipt for the purchase of the Console, or (ii) as applied to an Accessory, a period of 90 days starting as of the date of your sales receipt for the purchase of the Accessory (unless a separate written express warranty is packaged with the particular Accessory).

Here is the part that says the warranty begins from date of purchase which for us was Nov. 22/ 06 not the 16th.

Posted on Dec 16, 2007

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Re: won't honor warranty

Unfortunately, Microsoft has the final say on warranty issues. Speaking as someone who presently works at the customer service desk at one of the major retailers, it's not surprising that the store staff couldn't help you.

It's possible that the unit you have was sold once to someone else, then returned to the store and re-sold to you. If that's the case, Microsoft will say the warranty started the day it was sold the first time (even if the first owner never opened the box), since they get information from the retailer when they scan the serial number on the box at the time of sale. Also, I'm afraid it doesn't matter when the defect occured--what matters is when you call them; so screenshots etc. won't be a help in this case.

Try calling Microsoft again, but ask for a supervisor. Be polite, but insistent. Saying, "I know that your system says my warranty is expired, but I'd like to speak with your supervisor about that," might work. If they try a line like "but my manager will say the same thing," then respond with "I'm sure that might be true, but I'd still like to have him or her say it directly to me." Try to convince them to allow you to fax them a copy of the receipt with the accurate purchase date. If you can convince them that they're wrong, they'll probably make an exception to allow you to return it even though it's now well into December.

Posted on Dec 10, 2007

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