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zyo



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Topic # 128597 15-Aug-2013 21:58
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Not sure if anyone has to deal with Xbox repairs recently.
Now you will have to ship your consoles/accessories to Australia to get it repaired now.

Based on past experience I am not very confident about Microsoft's hardware reliability, so if it's gonna cost me 50 dollars or so each time I need warranty service, then bye bye Xbox One.

Also does that breach consumer guarantees act or something?





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  Reply # 879163 15-Aug-2013 22:03
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If the console is under warranty then you do not have to incur any costs to get it repaired. Not sure what this has to do with Xbox One as you would be under warranty as well when you buy it so no costs for getting fixed either if within warranty unless you go the CGA router later for whatever reason outside warranty.

Is your console under warranty? What is wrong with it? Who told you that it will cost $50 to send Xbox to Australia? Retaler? Xbox Support?

As for the hardware reliability issue, RROD issue are long gone since late 2008/early 2009 when Jasper models were introduced so that's been like 4 years without any major issues. Even then for those with RROD, they were covered for 3 years by Microsoft itself.




Do whatever you want to do man.

  

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  Reply # 879169 15-Aug-2013 22:11
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Xbox repairs/servicing has always been carried out in Australia. Previously EDM was used, but they just forwarded the console/accessory to Sydney.

The only change is that an Australian address is now required on the package. A couple of days after the service request is booked, you will get shipping details from UPS including the shipping label & the 0800 number to call for pickup.

I work in retail & have just logged a job with Xbox support this week.


Edit: Sorry forgot to mention, the Retailer should be dealing with Microsoft for you, including sending it away.

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  Reply # 879172 15-Aug-2013 22:14
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If it is covered by the CGA, just pop it into the retailer you purchased it from, and they deal with the manufacturer. The retailer can't tell you to go directly to the manufacturer instead. You may have to pay a 'reasonable' bond if the fault is found to be caused by you. But I don't think you should be left of out pocket for sending it overseas, if they are trying to save money by not having a local repair centre. The NZ consumer protection laws are reasonably good for consumer products.

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  Reply # 879173 15-Aug-2013 22:16
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Take it back to place of purchase with proof of purchase and they need to deal with it,


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  Reply # 879174 15-Aug-2013 22:22
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mattwnz: If it is covered by the CGA, just pop it into the retailer you purchased it from, and they deal with the manufacturer. The retailer can't tell you to go directly to the manufacturer instead. You may have to pay a 'reasonable' bond if the fault is found to be caused by you. But I don't think you should be left of out pocket for sending it overseas, if they are trying to save money by not having a local repair centre.


true, they do need to deal with it, and they can't charge you for it.

They could, however, make you pay a bond if they beleive the breakage is due to damage rather than equipment failure, as that wouldn't be covered under warranty of course

Also, if it is going to ozzie for repairs, you could be without your xbox for several weeks, and there is no obligation to give you a temporary xbox whilst your is away

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  Reply # 879177 15-Aug-2013 22:29
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It used to take approx 3-4 weeks with the old process.
Apparently with UPS now looking after pickups, total length of time should be approx 2 1/2 weeks, or so I was informed.

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  Reply # 879178 15-Aug-2013 22:30
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NonprayingMantis:
mattwnz: If it is covered by the CGA, just pop it into the retailer you purchased it from, and they deal with the manufacturer. The retailer can't tell you to go directly to the manufacturer instead. You may have to pay a 'reasonable' bond if the fault is found to be caused by you. But I don't think you should be left of out pocket for sending it overseas, if they are trying to save money by not having a local repair centre.


true, they do need to deal with it, and they can't charge you for it.

They could, however, make you pay a bond if they beleive the breakage is due to damage rather than equipment failure, as that wouldn't be covered under warranty of course

Also, if it is going to ozzie for repairs, you could be without your xbox for several weeks, and there is no obligation to give you a temporary xbox whilst your is away


All very true, although they have to repair it within a 'reasonable period of time'. That is subjective, but I recall the consumer website said something like up to 3 weeks for a computer repair would be reasonable, as they need time to diagnose the problem. People shouldn't be penalised because the manufacturer is saving money by not having a local repair centre, as sending to oz and back could take up a lot of the time. I think I would be pretty annoyed if it was away longer than a month for example, as I would think that wouldbe unreasonable considering the availability of the product in shops for them to replace it with. But that is just my opinion.

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  Reply # 879185 15-Aug-2013 23:17
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Nothing to see here

zyo



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  Reply # 879221 16-Aug-2013 07:05
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Sorry I wasn't being clear in the original post.
The problem is for a faulty controller I purchased and it's within warranty.
All I have been given is a shipping label to Australia. It's not postage included and when I asked xbox Support about shipping cost I was told I will have to cover the return postage.





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  Reply # 879251 16-Aug-2013 08:23
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Who did you buy it from? Under the CGA, you can take it back to the retailer and tell them to deal with the manufacturer for you. They should cover these costs.

zyo



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  Reply # 879262 16-Aug-2013 08:44
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I got it at a gameshow late last year.
Can't even recall the name of the shop let alone finding the receipt.





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  Reply # 879269 16-Aug-2013 08:52
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That's a bit of an admin problem on your side then, nothing to do with Microsoft or the local retailer. In my opinion it's right and proper that you should have to bear the cost. Make things easy on yourself in future - keep your receipts for things that might need to be replaced or serviced later.

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  Reply # 879279 16-Aug-2013 09:07
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I had same issue with a WD external drive - I know the store I got it from etc, but because I didnt have the invoice, they wouldnt touch it and told me to send it direct to WD - was going to cost $60 to send...new drive is only around $120...




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zyo



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  Reply # 879281 16-Aug-2013 09:09
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So if I can't return the product to the retailer because maybe the shop has gone bust I will have to bear all the extra shipping cost of getting it repaired?

I recently imported a laptop from Sony US and the webcam was broken, Sony repaired at one of their service centers in NZ (service plus, google it) free of charge and they have to import parts from Singapore because the model is different.

Microsoft could be a bit more customer friendly in this case.





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  Reply # 881230 19-Aug-2013 20:52
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IMO this is a non event. Shipping to AU is quicker than some within NZ services, Microsoft are picking up the cost of it in warranty and as the xbox was not bought with a support contract you have no expectation of anything better than being without it for a few weeks while it is repaired.

I'm not going to get one till I see how many more U turns they make before launch, it was looking quite attractive with always on no archaic disk required, game sharing and legitimizing the used game market, but they shot themselves in the foot by canning all that based on noisy angry ignorant bloggers.




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