Warranty issues with Xbox Series X | Problemas con la garantía XBOX Series X

Juan David Ayllón · Nov 9, 2021

Hello there!,

I am having a serious problem with the warranty on a Series X console; It turned out that the game console turned off at 2 hours or so, and you had to wait a long time to turn it on again, if it did not turn off within seconds.

Given that the situation was continuous, we decided to send it to the RMA, but what was our surprise when they returned it to us with the indication that it had been modified. Obviously we had not done it, it does not make sense that we modify a new product (6 months) with problems, I do not know very well so that ... I remember a long time ago that people did get into those things, but they no longer have any sense.

The case that they have returned it to us without repairing, which is already to get very angry, but it is also that they have broken the warranty seals and to make matters worse now the controls do not work wirelessly, only by USB. Of course, the email indicated that "Therefore, we will return your device or accessory shortly without any maintenance, in the same state in which it was sent to us."; This is false, they have altered and broken it more than it was, in fact we have previous videos of the console with problems and now at the reception.

Any idea what to do? We are a little desperate because the support did not attend us as I think we deserve in the first occasion and now we have opened a new case to comment on all this.

All the best.

----

Hola!,

Estoy teniendo un problema grave con la garantía de una consola Series X; resultaba que la consola jugando se apagaba a las 2 horas más o menos, y tenias que esperar un buen rato para volverla a encender, si no se apagaba a los segundos.

Visto que la situación era continua decidimos enviarla al SAT, pero cual ha sido nuestra sorpresa cuando nos la han devuelto con la indicación de que había sido modificada. Evidentemente no lo habíamos hecho, no tiene sentido que a un producto nuevo (6 meses) con problemas lo modifiquemos no se muy bien para que... recuerdo hace mucho tiempo que la gente si se metía en esas cosas, pero ya no tiene ningún sentido.

El caso que nos la han devuelto sin reparar, que ya es para enfadarse mucho, pero es que además nos han roto los precintos de la garantía y para mas inri ahora no le funcionan los mandos de forma inalámbrica, sólo por USB. Por supuesto en el correo indicaba de que "Por tanto, le devolveremos su dispositivo o accesorio en breve sin ningún mantenimiento, en el mismo estado en el que se nos envió."; esto es falso, la han alterado y roto más de lo que estaba, de hecho tenemos videos previos de la consola con problemas y de ahora en la recepción.

¿Alguna idea de que hacer?, estamos un poco desesperados por que el soporte no nos atendió como creo que nos merecemos en la primera ocasión y ahora hemos abierto un caso nuevo para comentar todo esto.

Un saludo.

:)

Juan David Ayllón B

Thanks, I opened a new case last wednesday and no response about it until now. I prefer open a webchat because can be tracked.

RMA = Return Merchandise Authorization // Code given by support

XBF John

If they listed those as the reasons, then upon investigation they had to, by the condition of the console, designate that the physical condition or the condition of the software was or is not as it should be by their review standards. which in that case I will have to suggest just contacting support about clarity on what happened and why the service request was rejected/sent back. The is because this is something that only those teams can assist with, and help you understand why they cannot perform a repair on it.

Go to: Contact us | Xbox Support

Choose Contact Us

Choose Hardware & networking

Choose Warranty Service and Repair

Choose your model

Choose Request a callback.

They will call you and then you can figure out what's going on there. Have your case number and any information you have form you account.microsft.com account or from an official Microsoft email about the request and be prepared to give it to the person you speak with. They will have to do some verification for security purposes, but this will help you understand what is going on in that case. In that regards, I don't think any additional help can be provided on these forums for that in particular because only you and the service request team understand the scope of the warranty issue.

I also don't know what RMA is - if you could reply with clarity on that acronym, that would be helpful.

As far as the system goes, if it is randomly shutting off, I suggest turning it on and changing the power settings - it could be something going on there. When the power mode is set to instant on - the Xbox does not actually shut off but goes into an idle/sleep mode, but is still considered "on".

Best Regards,

Juan David Ayllón B

Hi,

Original mail was in spanish, i will translate it:

Upon thorough inspection, we have discovered damage not covered by the Standard Limited Warranty. Therefore, we will return your device or accessory shortly without any maintenance, in the same condition in which it was sent to us.

Here are some examples of damages not covered by the Standard Limited Warranty:

Damage caused by an external cause or by failure to follow Microsoft's instructions
Accidental drop of device or accessory
Using the device with inadequate ventilation
Missing parts in the device or accessory
Cracks, dents, or scratches that are not the result of normal use
Serial number (or IMEI used to identify the device in mobile networks) removed or altered

Although we cannot offer warranty maintenance, please contact us to find out if your device or accessory is eligible for paid out-of-warranty maintenance.

Any of this damages mustn't be present on console when we sent to RMA (as we think); and Front USB + Wireless controllers are enabled. Of course "same condition in which it was sent to us." isn't true (no seals broken, controllers disabled...)

We didn't do any software modification (we use game pass and old xbox one games); OS (we don't know how) and of course hardware (why we want do it).

Thanks for your attendance

ngocphi

They won't touch.it

They wouldn't have opened up the console.I don't think you fully understand what happened

When the console and seals are broken and you send it in

As soon as they see that it is open and see any components that are changed

They slap the tamper label on and send it back

People don't always modify out of warranty

You can run cronus or other devices people do and the console is less then a year

XBF John

Hello,

Could you be more clear on what Support you contacted? If a support avenue that is not Microsoft Support rejected the device because of modification, please make sure that under our warranty terms and conditions you have not changed anything about the device that would void your manufacturers warranty.

If you feel confident that you have not violated the warranty terms and conditions, and its within one year of purchase, and the device registered to your Microsoft Account, you can request a service request on your device in you are in a region that allows for this.

To register your device, sign in to the Microsoft devices site: Microsoft devices (visual Directions are here.)

You’ll see all of your devices listed. You can either:

Select your device, and then select the Register button, or
Select Register device at the top of the page.

A Register device pop-up window opens. Enter your device’s serial number, check the privacy statement box, and then select Confirm.

Once you've completed that select the device and in the device details you will need to verify the receipt or if it is within warranty you can start a Service Request on the same page if you scroll down.

Let me know if you have more information, or need additional help.

Best Regards,

Warranty issues with Xbox Series X | Problemas con la garantía XBOX Series X