- Go to xbox.com and sign in
- Go to support and click on the repair agent box (right side of the screen)
- Click on register a new device and enter your Xbox 360s serial number (found next to the USB ports, under the white falp on the front right of the console)
- Now click on your newly registered device (under manage devices) and click request a new repair
- Follow all the on screen instructions to “order” a repair from Microsoft
- Ignore the bit about being sent a shipping box as you will never be sent one (in the UK anyway). I confirmed with Xbox customer support that Microsoft doesn’t send out shipping boxes. You will only recieve an email containing the UPS pre-paid shipping labels
- Now check your email address (the one attached to the Xbox Live account)
- You should see an email called UPS delivery label. Click on the “retrieve UPS returns label” link and print it
- Also click on the “get the receipt” link and print it too (more about this later)
- Now find a box and pack your Xbox 360 inside it. Obviously use packing materials to protect your Xbox 360 during transit
- Attach the UPS delivery label printed earlier to the top of the box and make sure its either in a plastic pouch or covered to prevent damage. UPS need to scan it after all
- You can either request UPS to pick up your package, or you can go to a UPS drop off location
- Important: If you go to a UPS drop off location don’t forget to take the receipt that you printed out earlier. The UPS person will stamp this as proof that your Xbox 360 has been received by UPS
- Wait 2 weeks for the console to be repaired and sent back
Our repaired Xbox 360 came with a 1 month’s free Xbox Live gold membership and a letter identifying what the fault was and what they had done about it.
I hope that Microsoft has corrected the inaccurate and misleading information relating to sending you a shipping box. It caused a 2 week delay in getting our Xbox 360 fixed as I was waiting for a pesky box that was never going to arrive.
Microsoft Xbox Live and points cards:
- Xbox Live 12 Month Gold Membership plus 1 free month!!!
- Xbox Live 12 Month Gold Membership Card
- Xbox Live 3 Month Gold Membership Card
- Xbox Live 4200 Points Card
- Xbox Live 2100 Points Card
May 25th, 2008 at 9:51 am
Thanks for this useful guide, hopefully I won’t need it, but will bear it in mind for if the dreaded Red Ring strikes me down!
May 27th, 2008 at 4:01 pm
Hi, erm this is probably a stupid question but do you have to sign the shipping label that you print off? I cant work ot ut if I should leave it blank and just fold it over. Do you just stick the whole page down folded over? thanks
May 27th, 2008 at 7:21 pm
@JD
The label you stick to the box, you don’t need to get signed.
The 2nd copy, the receipt, you can get signed, as proof that you’ve had you’re xbox 360 collected.
May 27th, 2008 at 7:51 pm
Ok thanks! I kinda already signed it and stuck it down lol oops ^.^
Ah well im sure itl be ok, they dont really make it clear though do they.
Im sure it’ll be ok.
June 21st, 2008 at 10:48 am
does it have to be ups ? cant it be another carrier ?
June 22nd, 2008 at 6:13 am
I have 2 questions about shipping my xbox 360, first is where can you get a box and the second one is I can get my return label but I can’t get my receipt and is the receipt just another copy of the return label?
June 22nd, 2008 at 3:38 pm
Knee Tie> There’s no reason why you couldn’t send it with another carrier, but it will cost you and not Microsoft!
June 22nd, 2008 at 3:42 pm
Brendon S> You’ll need to buy a box yourself as Microsoft will not send you one. Just get one from WH Smiths or the post office (in the UK).
The receipt is just another copy of the return label so you can use either one.
July 6th, 2008 at 10:40 pm
Thanks for this!
slight problem, i received the shipping label via email. thought it was a bit small, so i saved the actual image and printed it that way. came out and fitted on an A4 sheet (and fitted on my box fine) just wondering if this will prove to be a problem for UPS tracking it etc or will it be fine?
Cheers.
July 17th, 2008 at 11:04 am
actually, if you ring the helpline and request they pick it up a guy comes to your house with a box and the next day comes to pick up your xbox in the box provided… or if you ask them in for a coffee they wait while you pack it lol (this is in the uk and yes you DO get a box done it 3 times already so have my mates)
August 7th, 2008 at 7:54 pm
I have to say that this was a very hassle free experience. I put the label on, the nice local chap picked it up and in Germany apparently Microsoft switched my broken Xbox for a new one (it took them about 2 hours to change the status but I’ll check the serial in case I’m wrong).
My 360 is now on the way back to me, so there we are. I’m quite happy with the service and the guy was very polite on the phone, though wouldn’t accept that Ninja Gaiden 2 killed my console. I played that exclusively, my console started to f£ck up. If anyone wants to argue it, such as a Microsoft exec, I’m quite happy to invite them to my Muay Thai gym. I’m adamant about this. NG2 – a great game, but Ryu is so hard, his virtual representation kills consoles.
August 8th, 2008 at 1:06 pm
Do you have to show a receipt of purchase of the 360 before they repair it ?
August 10th, 2008 at 11:28 am
Hi JW,
You don’t have to show a receipt of purchase. Simply call Microsoft and give your serial ID on the back of your console. They can then tell you straight away whether it is still in the (extended) 3 year warranty.
August 28th, 2008 at 2:49 am
I tried to open my UPS returns label in the email account but it doesnt open say’s bad link, so i phone 1800 4my xbox and the electronic dude says my repair order has been created, please allow 10-15 business days.
me confused?
August 28th, 2008 at 6:47 pm
Damn, just done all the above steps only to find out that my SECOND HAND Xbox is out of warranty!!!
Can anyone advise me then if they think it would be cheaper to do this through microsoft nevertheless OR try and find a high street electrician to do it instead?
A reply is definately appreciated…
In reply to jh just above:- most big companies are going that way these days, if you told that “electronic voice” your reference number and they aknoledge it then listen to it; you should have it all fixed in 2 weeks (15days max) else some communication probably by email…
Unless you are as unlucky as me :-(|
November 25th, 2008 at 8:00 am
I'm in Arizona, don't know about UK but I got a shipping box and now I have to arrange to get it to the UPS station cause it says on the instructions they sent with it that I'd have to pay for the pickup charges (at my home by UPS) myself.
December 10th, 2008 at 4:34 am
What if you don't have an account because i found the xbox 360 in the garbage with a game
February 7th, 2009 at 9:00 pm
make one on someone elses xbox!
June 28th, 2009 at 4:17 pm
I have an email from UPS but I get and error code: Error: Unable to retrieve the UPS Label information. Please check the retrieval link. ( Error Code: 0 ) Can anyone help?
July 7th, 2009 at 10:01 pm
The solution is to replace the %3D with = in the UPS url
November 28th, 2009 at 10:02 pm
Do you have to pay even if you dont have warranty??
December 23rd, 2009 at 3:15 pm
thanks so much for this post. i was able to register the console, talked to a customer service support, printed the shipping label and am ready to ship the defective xbox today.
January 13th, 2010 at 1:26 am
I have followed your instructions but i`m having trouble getting past the “payment method” screen when i try to order collection on the UPS site its asking for a UPS account number…help somone??
Thanks.
January 14th, 2010 at 2:47 am
posted a comment last Dec 23, 2009, current update is that i already received the console last Monday, jan 11, & they have replaced it, not just repaired it (probably with a refurbished unit, but i don’t mind).
January 21st, 2010 at 2:01 pm
Hi, i tried registering my console on the xbox website but it’s already been registered, does that mean i won’t be able to get it repaired. I did buy it off a mate but turned out crap! so would be grateful if you can get back to me ASAP. I’m new to the microsoft console, originally a Sony a man.
January 21st, 2010 at 2:03 pm
Hi, bought the 360 off a friend and started getting the rings of death, i tried registering the xbox but says it has already been registered. does that mean i can’t get it repaired or is there anything i can do about that?
cheers!
January 23rd, 2010 at 6:24 am
message for KAMRANH, please try calling the Xbox support at
Toll free: (800) 4MY-XBOX or (800) 469-9269 or
Direct dial: (425) 635-7180
be ready with the serial number of your console. the customer service officer will tell you step-by-step process. they can likewise tell you if the console is still under warranty.
thanks & goodluck.
January 31st, 2010 at 11:35 am
what is the number to call amd get it fixed free
in uk
February 1st, 2010 at 9:36 pm
Dear Turk, below is the only number listed in http://www.xbox.com under “Contact Support”
Toll free: (800) 4MY-XBOX or (800) 469-9269 or
Direct dial: (425) 635-7180
maybe you can try calling those numbers & ask the service representative if they have another toll free number for UK.
thanks.
February 3rd, 2010 at 2:36 pm
Thanks for this info, very useful. I just went through the same procedure and have scheduled a UPS collection for tomorrow. Once question, they aren’t going to ask me for any kind of payment when they get here are they? I find the whole thing about payment to be quite vague. I assume as I wasn’t prompted for a payment when ordering the collection online, that it is indeed Microsoft who will pay for this collection?
Thanks ever so much,
Xan :)
February 3rd, 2010 at 4:35 pm
XAN, when i called the toll free number, they were able to check in their records if the console is still covered under the extended warranty & i was told that it was. you can probably call them again to check for your peace of mine. thanks.
February 5th, 2010 at 9:59 am
thanks for the response. My 360 is now on it’s way for repair. UPS picked it up yesterday without any hitches. Glad I don’t have to pay anything for this!
Cheers,
Xan :)