External Damage prior to Service Repair

Jeff Garten · Sep 26, 2022

I had my XBox Series X for 4 months and all of a sudden it wouldn't turn on. I sent in a service request to repair it and followed all the directions (I bubble wrapped it with multiple layers and made sure that the xbox couldn't move in the box. I sent it through UPS and when Microsoft received the package they said my xbox had external damage. When I sent it in, it was in perfect condition besides the turning on issue. I called the support number and they were going to look into it and call me in 24 hours. 72 hours later I called them back to find out that they sent it back to me and I needed to file a complaint with UPS. Since Microsoft paid for the shipping, I can't file a complaint, they have to. Basically, my 4 month old Xbox quit on me and because of shipping and customer service, I'm out over $500. This is my third generation of Xbox that I've had and every one of them required me to send them in. In reference, I've had 4 generations of PlayStations and have NEVER had to send them in.

:)

Georges C.

Hello, first it's a pleasure to be able to help you today.

My name is welcome to the community.

Hello Jeff, this forum is public viewing and unfortunately as independent consultants we do not have access there is some data and neither your account, we can not specify the actual reason or accurately check this issue of your console.

Since you've already contacted them as Xbox customer service, I suggest you contact us again because only they can help you on this issue.

XBF Leonzo G

Hello Astro,

Thank you for bringing this issue to our attention. We're sorry to hear that the console received water damage. As per the terms of service, the Xbox will need to be replaced since it does not qualify for a repair. The article entitled

Xbox Services Terms & Conditions explains that any damage by external cause will void the warranty of the console. We recommend checking your local Microsoft store to explore more options.

Rostom L

Hi Garp!

Sorry to hear about what happened. I am afraid that console's power supply unit has been damaged due to lightning. If you used an Xbox One console which has an external PSU, you could use a different PSU. If it's a console model which only has a power cord (internal PSU), you may need to send it for a repair. Check your repair options herehttps://support.xbox.com/help/hardware-network/warranty-service/getting-your-product-serviced

havenladVBaLH

I’m not sure warranty would cover accidental damage as you would need ‘Microsoft Complete’ to cover this.

Information on warranty and repairs can be found on the link below, but we would not be able to give you an accurate estimate on repair cost without understanding the extent of the damage and repairs required.

https://beta.support.xbox.com/help/hardware-network/warranty-service/getting-your-product-serviced

M3tal Daz3

Sudden falls can cause internal damages to the console so try to avoid them.

If the console is damaged you will understand it when you operate it.

For repairs: https://support.xbox.com/en-US/my-account/warranty-and-service/getting-your-product-serviced

External Damage prior to Service Repair