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167 posts

Master Geek


# 17956 19-Dec-2007 17:15
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or at least not from The Warehouse. I bought mine a year ago today and it broke a month ago (3 red lights). I thought I would be able to replace it at The Warehouse but their warranty doesn't cover it (unlike other stores) so I had to send it off to MS. I received it today but when I tried to use it, there is no video. There's sound and it can play games etc, just no video. I have to send it away again and wait another two weeks.

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Hawkes Bay
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  # 100880 19-Dec-2007 17:59
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How has the Warehouse failed here? I accept that the repair hasnt been satisfactory, but what other retailer will actually fix one of these themselves without sending to MS or an MS authorised service centre?

Did they (Te Warewhare) physcially send the unit away? Or did you have to do that bit?









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Master Geek


  # 100881 19-Dec-2007 18:02
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I said "or at least not from The Warehouse." because EB games will replace it instantly if it brakes (under warranty) and you are more likely to get a newer xbox 360 with the later hardware (more reliable) from a games store. Obviously it's not entirely The Warehouse's fault (which I may have made it look like). Don't get interested in a xbox 360, the hardware's too unreliable. Stick to PC gaming.
I was told that it was covered under the one year warranty but when it broke, they would not replace it. My friend took his back to EB games and they replaced it there and then so I expected The Warehouse to do the same.
I had to call up and send the xbox 360 away.

 
 
 
 


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  # 100884 19-Dec-2007 18:27
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The general warranty action for a MS XBOX360 is to send it away to be repaired.

When you first turn on the xbox, a message will appear on the screen explaining that for ALL repairs/warranty issues you must contact MS. It explicity states that you should not go back to the retailer.

If a consumer goes to a retailer, they are required to call MS and describe the fault, and obatin a RA number so that it can be repaired.

IF EB games are doing otherwise, then either a) they have a different arrangement with MS (Which I highly doubt) and get credit notes for the faulty unit, which they then return or ; b) they are swapping the unit out for you with a refurbished unit, and your unit then goes to the next customer who wants their xbox repaired.

The Warehouse have done exactly as they are required to do, it is just unfortunate that it ame back with a different fault.



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Master Geek


  # 100886 19-Dec-2007 18:32
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Ok, thanks for the information.

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Master Geek


  # 100915 19-Dec-2007 22:31
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The Warehouse isn't supposed to cover it, nor is any store. I got mine from EB games, rang up when I got RROD and they just directed me M$'s way. They're the only certified people to repair them, it's not the store's responsibility. And the 360 is great, it has some flaws but atm is better than PS3 with it's games and for people like me it'll always be better than PS3.

My RROD took three weeks to repair. And they broke my wireless connect button, but I received it just before Halo 3 so I still haven't got the button repaired and now my warranty's run out :(

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  # 100918 19-Dec-2007 22:35
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Regardless of what MS or TWL say, in New Zealand, goods bought by consumers for consumers, are covered by the Consumer Guarantees Act, and that places the responsitbility on the retailer to either "repair, replace or refund" within a reasonable timeframe.

The law specifically disallows contracting a customer out of the act in any way.

I am not a lawyer.







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  # 100943 19-Dec-2007 23:59
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Tony I am not sure how accurate that is, especially when the CGA uses words like 'may' throughout the act.

You will find that it is recommended that the consumer goes to the retailer. However, they can go to the manufacturer if they wish to.

As I stated, you will find that when you turn on a XBOX360 that it does tell you that all warranty issues will be dealt with directly, between yourself (the consumer) and MS. If the consumer does not want to accept that, they are meant to return the goods.

If you the consumer decides to carry on using the console, then they have decided to accept those terms. I agree that you cannot contract out of the CGA, however with words like 'may' appear more in the CGA than any other words, you would probably find that only a judge could remedy who is right and wrong in regards to dealing with the warranty on an XBOX.

Personally, I would say that the contract is with the consumer and manufacturer in this case, however the retailer should still do their best to help the consumer.

Due to time constraints the retailers can have, it may take longer for the retailer to complete the RA process than it would the consumer. This is especially the case with HP... but that is another story.

 
 
 
 


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  # 100975 20-Dec-2007 08:43
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Zach: I said "or at least not from The Warehouse." because EB games will replace it instantly if it brakes (under warranty)


Dont think so, unless you bought the EB games branded extended warranty. my 360 has broke 2 times, bought from EB, didnt buy the EB warranty, had to go back to Micro$oft for repair.

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Master Geek


  # 100981 20-Dec-2007 09:46
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Is it common for xbox's to have fault?

My original NES bought back in 1990 is still working albeit with a tired latch on the cartridge loader, very impressive.



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Master Geek


  # 100985 20-Dec-2007 10:16
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dan:
Zach: I said "or at least not from The Warehouse." because EB games will replace it instantly if it brakes (under warranty)


Dont think so, unless you bought the EB games branded extended warranty. my 360 has broke 2 times, bought from EB, didnt buy the EB warranty, had to go back to Micro$oft for repair.
Ok, so you have to buy the extended warranty? Would The Warehouse extended warranty do the same? I didn't buy it though because I thought my one year warranty would replace it or I could get it repaired under the 3 year warranty afterwards.


MrPink: Is it common for xbox's to have fault?
Yes it is. I have four friends with them and they have all either had 3 red lights, scratched discs making them unplayable and just not reading unscratched discs.

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  # 100993 20-Dec-2007 11:26
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And thats why i got the 5 year extended warranty from harvey norman when i brought my elite.. lols.. i realise the 360 wont be around for 5 years but for an extra $150 on the buy price you would be a fool not to do it..

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  # 100995 20-Dec-2007 11:35
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garvani: And thats why i got the 5 year extended warranty from harvey norman when i brought my elite.. lols.. i realise the 360 wont be around for 5 years but for an extra $150 on the buy price you would be a fool not to do it..


ditto that, extended warranties are the only way to fly.

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Master Geek


  # 101004 20-Dec-2007 12:00
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I always follow the rule that extended warranties are NEVER worth it. They're always a rip-off and the CGA will cover you for a bit longer than the manafacturer's warranty eg. it will most likely cover you beyond one year, perhaps up to two or three if you're very lucky, as it will cover the good for a resonable lifespan. You don't expect to be buying a new 360 every year and the CGA will make sure you don't.

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  # 101007 20-Dec-2007 12:07
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I disagree.  Those extended warranties are a waste of money (the are basically pure profit to the retailer).  It seems that if the xbox breaks even after 1 year time frame (especially if a lot of units are doing the same) it would seem that it was not of acceptable quality (i.e. durable - last for a reasonable time).  I wouldn't consider an $800 console that only lasts 2 years to be a reasonable length of time.

Also, from the Consumer Affairs website, The Act requires the retailer who supplied the goods to sort out any problems. This means a retailer can not tell you to take the problem to the manufacturer.  You can choose whether to seek a remedy for the problem from the trader or the manufacturer.


Edit: you beat me to it!  I guess I took too long formulating my reply :)

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  # 101011 20-Dec-2007 12:22
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gazza27: I always follow the rule that extended warranties are NEVER worth it. They're always a rip-off and the CGA will cover you for a bit longer than the manufacturer's warranty eg. it will most likely cover you beyond one year, perhaps up to two or three if you're very lucky, as it will cover the good for a reasonable lifespan. You don't expect to be buying a new 360 every year and the CGA will make sure you don't.


Yes you are correct that the CGA covers you for a 'reasonable' amount of time, and that the act 'may' cover you in the event of a manufacturing fault appearing after the warranty period.
However, will most people try and get it covered if it means jumping up and down complaining? No. Will people go to the disputes tribunal to get it covered? No. Will people know about the act, and what it exactly covers? No.

Extended warranties are offered to provide peace of mind to consumers. It is similar to insurance, except it will generally only cover manufacturing faults.
What would you rather pay? $200 (random figure), to have your console covered for 5 years? With very little effort required on your part.

OR, do you want to complain to the store manager, who probably does not have the authority to do anything. Then you have to complain the the regional manager, or their head office. Two to three weeks later later they agree, if you are lucky, to send it off for you. Then you have to wait for it to be repaired. If you are unlucky, you will have to go to the disputes tribunal, and let them decide if it will or will not be covered.

Extended warranties mean, that you have none of that hassle, and you know exactly where you stand! They are not sold to circumvent the CGA, although some salespeople/companies may do that, it is there as a peace of mind 'insurance' policy on your goods.

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