Q: What are you rolling out that is new?
A: While we maintain our one-year console warranty (two years in some
countries), Microsoft is extending the terms of its Xbox 360 warranty
to three years for certain general hardware failures which are
indicated by three flashing red lights on the console. This will apply
to new & existing customers & we will retroactively pay back the
out-of-warranty repair costs paid by customers for console problems
indicated by the three flashing red lights.

Q: How does this warranty differ from your existing warranty?
A: Currently, any Xbox 360 is covered by a one year manufacturer’s warranty (two years in some parts of the world). If the console is out of warranty, there is a charge to have it repaired. It then comes with an
additional one year repair warranty. With these changes, there is
effectively a three year warranty with no charge for repair for general
hardware failures indicated by the three flashing red lights error code
which displays on the console.

Q: Is this effective worldwide?
A: Yes, these policies are global. The new policies are now being instituted in our customer service centers around the world, which may take a few days to fully implement.

Q: When does the policy change go into effect?
A: These new policies are now being instituted in our customer service
centers around the world, which may take a few days to fully implement. They will apply to new & existing customers. For the latest
information, customers should visit Xbox.com.

Q: Is there any health or safety issue at play here?
A: This is in no way related to any sort of product safety issue.

Q: Do I get a refund?
A: Yes, we will reimburse any customer who was out of warranty & paid for repairs due issues indicated by the three flashing red lights error
message. Customer should expect to receive a check in 10-12 weeks.

Q: How does this affect my extended warranty bought from my retailer?
A: You’re still covered under your existing warranty for issues outside the scope of this specific three-year warranty.

Q: Have you identified a root cause that can lead to failure?
A: There is not a single issue that we can point to as being a problem. We test the product extensively, including accelerated life testing, but the nature of the console itself is very complex, as it’s a consumer
electronic product that contains more than 1,700 different components
& 500 million transistors. There are a variety of scenarios
that can cause a general hardware failure. Only the indicator (the
three flashing red lights) is always the same.

Q: Who do I contact with further questions?
A: Please contact your local Xbox Customer Service (1-800-4-MY-XBOX in the US & Canada).