Xbox 360s investigated by Watchdog

BBC consumer affairs show looks into a number of complaints about hardware faults on Microsoft's console.

Behold! The Eye of Sauron!

It's a well-known cliche--one month out of warranty and whatever has been bought will surely start to develop problems and need to be replaced at a cost to the consumer. And, according to BBC show Watchdog, that's exactly what seems to have been happening with some Xbox 360s.

The show's presenters say that they have received 248 complaints about faulty Xbox 360s, and they believe they will receive more as further items come out of the warranty period.

Watchdog highlighted two cases in which consoles that had just come out of the one-year warranty period had shown the dreaded 'ring of death'--referring to the three red lights which appear on the console to indicate a fatal hardware fault. The two owners had to spend around £80 ($156) each to fix the fault--something they considered to be unreasonable not much more than a year after purchasing the systems.

The popular UK TV series, first aired in 1980, investigates consumer problems including faulty or dangerous goods.

A Microsoft representative did not appear on the show, although presenter Nicky Campbell read out the following statement that the company had sent to them: "Most people who have an Xbox 360 have an outstanding experience and there's no common fault. Each incident is unique, and looked at on a case by case basis."

[UPDATE] A Microsoft spokesperson has responded to the claims made by the show and has told GameSpot in a statement, "The return rate [of the Xbox 360] is significantly lower than the CE industry average of 3-5 percent. Customer satisfaction is our highest priority, and we do everything we can to take care of gamers who may be having problems with their consoles--anybody having an issue with their Xbox 360 console should call customer service immediately so that we can help. Microsoft voluntarily provides customers with a one year manufacturer's warranty in the UK which operates over and above the legally required retailer warranty for all consumer goods."

647 Comments

  • samad5

    Posted Feb 16, 2007 2:38 pm PT

    HCMF- wrote
    ''PelekotansDream - I agree that it should not be breaking down, the point I was making is that Microshaft is aware of the problem and is addressing it. I am just glad that they are not taking the sony way, and pretending that all is OK, and hiring the worst marketing and PR people on the face of the earth.''

    Of course they must be aware mate cos they were bone idle enough to use cheap components.

  • samad5

    Posted Feb 16, 2007 2:27 pm PT

    chris_smash in answer to your question Sony have been milking the brilliance of the PS2 for the last year.

  • abddc

    Posted Feb 16, 2007 2:45 am PT

    RE: cpritcharduk I think there are laws in every country that should cover you. As cpritcharduk quoted the "sale of goods '94" in theUK,... in ireland there is a very similar sounding "sale of goods / supply of services act" I think (or would like to hope) that if you stand your ground with a outlet, and if your complaint is reasonable they will help you

  • cpritcharduk

    Posted Feb 16, 2007 1:05 am PT

    re: RedExcalibur
    'This story misses a very important fact: If your XBox 360 dies take it back to the shop you bought it from - they are legally obliged to replace or repair it even if your warranty has run out (this is only true in the UK as far as I know).

    Just quote the 'sale of goods act', passed in 1994 I believe. The shop assistant will try and tell you that you're wrong, but stand your ground and get the manager and he'll know what you're talking about.'

    You have to prove that the item was faulty within 6 months of purchace before the dreaded sales of goods act will cover you.

    Retailers MUST repair / replace Free of charge up to 6 years if you can prove the fault was there within 6months of purchace.

    I used to work for Comet's Legal Dept & specialized in the Sales Of Goods Act.

  • chris_smash

    Posted Feb 16, 2007 12:54 am PT

    The 360 hasn't achieved this 'problematic publicity' from nowhere, it really is the most fault ridden console to date. Having said this, it is also the most complex - has a HDD, connects to the internet etc... more to go wrong.

    Mine continually crashed, luckily within the warranty period. I got my replacement 360 in Oct 2006 and it has been pretty much fine since (and that's with it standing vertical). I think it took MS from launch up until around Sept 06 to iron out the problems, so anyone purchasing from Sept 06 onwards 'should' be okay - obviously with exceptions. Anyone buying one in the near future and on, will benefit from a quieter, faster CD Drive too.

    As for PS3, arguably it isn't even the same gen as the 360! Not in terms of the historic timeline i.e. released way more than a year after 360, yet technically similar... what have Sony been doing?

  • V4LENT1NE

    Posted Feb 16, 2007 12:20 am PT

    The return rate is lower than the average.............I dont believe that at all, I cant remember hearing this many problems with another console or TV etc, I have had to send two back due to constant crashes, fess up Microsoft.

  • adamclarke

    Posted Feb 16, 2007 12:00 am PT

    Could be worse.

    You could spend 450 quid on a ps3 and realise most the games are xbox ports OR you could spend 200 quid on a 360 and put up with the loudest cd drive in the world.

  • pompomboy

    Posted Feb 15, 2007 11:35 pm PT

    ps3 me please

  • manozgs

    Posted Feb 15, 2007 10:28 pm PT

    ""248 complaints is not many. I bet more people complain about watchdog.
    If 248 finger nails broke and they all complained would they put that in the show?""

    LoL, what a douche, 248 is still relatively large number for complaints. TV shows can be investigated for alot less complaints. Nobody complains about watchdog, it's a good show and you learn alot about trading standards from it.

    That comment about nails just isn't worth talking about. Get a life.

  • matrixman2k

    Posted Feb 15, 2007 6:47 pm PT

    MS is doing a Sony on the customers.....still, ain't that all part of consumerism?

  • bamf03

    Posted Feb 15, 2007 6:16 pm PT

    248 complaints is not many. I bet more people complain about watchdog.
    If 248 finger nails broke and they all complained would they put that in the show?

  • DannyBoyVai

    Posted Feb 15, 2007 6:11 pm PT

    Smart people just wait a year or two to buy next-gen. Safest way to make sure you don't get a faulty machine.

  • sirdar

    Posted Feb 15, 2007 6:06 pm PT

    Well i have a xbox 360 and i got the "ring of death" a couple of days ago but i havent got it since. I have been in contact with the Microsoft, o hang on, they call them self the xbox 360 help service and i have to say they are they most diabolical and not helpful serivce i have ever come across having NO uk call centers so you are ringing india. Such waste of time you dont tell you anything usefull you better just googleing it. O yeah they make you pay P+P to send faulty good to them which i do belive that is agaist some sort of trading standards. And one more thing "Customer satisfaction is our highest priority" dont belive that for a second.

  • weeman19_89

    Posted Feb 15, 2007 5:14 pm PT

    do what i do break the thing before the warrenty runs out then u get a new one with new warrenty

  • rsmiley017

    Posted Feb 15, 2007 4:57 pm PT

    Does make a change from hearing about problems with PS3 i guess. Im sure its a nuisance for owners who forked £300 last year, but if there able to get a straight swap for it, i dont see what the big hassle is about apart from taking your old console back to the shop you brought it from and carrying a new one home. And before people start taunting me a MS fanboy, i dont own a 360 and am waiting for the PS3.

  • lightgamet

    Posted Feb 15, 2007 4:55 pm PT

    Mine died 2 months ago, but I got a brand new one for a very, very minimal charge... Oh well thats what I get for getting it on the day it came out.

  • storm1110

    Posted Feb 15, 2007 4:23 pm PT

    AHAHAAHAHAHAHAHAHAA OMFG!! its about time! people have been all liek "omg ps3 this ps3 that blah blah" for so long, at least when the ps3 does have errors or w/e they're fixed/can be resolved at NO cost, check state of the 360 out though hahahaha breakin right after the warranty runs out, OMG!!1 this is just...too funny..HHHAHAHAHAH

  • AL13NK1LL3R

    Posted Feb 15, 2007 4:21 pm PT

    mine is about to give up and my warrenty is over soo sadd.. i hope it will last till new 360 version comes out!!

  • Andar16

    Posted Feb 15, 2007 4:18 pm PT

    Mine gave up on me a couple of weeks ago. Luckily it's still under the warranty. My mate had his die on him twice now and that was two different consoles having already returned it once, lol!

  • RedExcalibur

    Posted Feb 15, 2007 4:15 pm PT

    This story misses a very important fact: If your XBox 360 dies take it back to the shop you bought it from - they are legally obliged to replace or repair it even if your warranty has run out (this is only true in the UK as far as I know).

    Just quote the 'sale of goods act', passed in 1994 I believe. The shop assistant will try and tell you that you're wrong, but stand your ground and get the manager and he'll know what you're talking about.

    You hava a right to be sold goods that last for a 'reasonable lifetime' which, while hard to define exactly, is definately more than 1 year for a piece of hardware that costs hundreds of pounds. Probably more like 3 or 4 years, at least. (I got my monitor replaced after over 3 years when it stopped working)

    If they try and tell you they're not going to fix it, it only costs £30 to raise a claim in the small claims court. Long story short, you shouldn't be paying to fix a mechanical fault in your goods. It's a different story altogether if you've accidentally set fire to your box and had to piss on it to put it out, but that goes without saying.

  • mblsd8

    Posted Feb 15, 2007 4:07 pm PT

    same B.S. happened to me about 6 months ago. And microsoft didn't want to fix because it was out of warranty. Plus they made me go to some dumba** phone questions that would supposedly fix the problem. Saying it was the h.d. and checking the connection on another tv. Dumb bast****!!!!!!!! Yeah I got another one but I had to pay.

  • PrinceDs

    Posted Feb 15, 2007 3:55 pm PT

    yep am one fo the people in the uk that there xbox 360 after doing nothing it but turn it on. **** xbox. wii made my life alot more better

  • 1M71

    Posted Feb 15, 2007 3:50 pm PT

    has any1 got their xbox 360 insured cus some retailers give insurance for up to 3 years

  • skeme23

    Posted Feb 15, 2007 3:49 pm PT

    Ive had my 360 since launch,im always on it everyday for hours on end and i havnt had a single problem with it.I love my 360,its best console out and will be for a few years to come.
    Oh yeah,i wonder how many PS3s are gonna break down in a year from now?...

  • JohnWinger

    Posted Feb 15, 2007 3:42 pm PT

    Thats my 360 console on Gamespot!!

  • thepowermonkey

    Posted Feb 15, 2007 3:16 pm PT

    My xbox360 BROKE as well. 9months into warrenty, so at least they'll fix it for free....

  • gbrading Site moderator

    Posted Feb 15, 2007 2:15 pm PT

    Woah, interesting. This might be the first time I've heard of Watchdog getting involved with the Xbox. They should really discuss gaming issues more I think.

  • faultered

    Posted Feb 15, 2007 2:10 pm PT

    I don't beleive it, I read this article upstairs, went downstairs afterwards to play on my 360, happy in the knowledge that I wasn't one of the unlucky few to have a broken console, and it wouldn't turn on! The 3 red lights flashing at me, taunting me

  • Alucard7321

    Posted Feb 15, 2007 1:56 pm PT

    Bets on Microsoft comparing their return sales to PS3 return sales!

    Stupid idiots....

    Wii: ahahaha *waves victory flag around like a maniac*

  • Platearmor_6

    Posted Feb 15, 2007 1:52 pm PT

    I can't understand why so many Xboxs are doing it. Is it maybe a cheap budget part? Or is one of the components being overstressed and subsiquiently burning out?

  • MATERAZZI_23

    Posted Feb 15, 2007 1:40 pm PT

    WAY TO GO, BBC!!!!!!!

  • gashi2000

    Posted Feb 15, 2007 1:31 pm PT

    that's why xbox is rubbish. they have had one year to fix any problem that the xbox might have in the fucher and they still haven't fixed them either there lazy or the problem cant be fixed.

  • bagumbo21

    Posted Feb 15, 2007 1:15 pm PT

    a few days ago my cousin turned on his xbox 360 and the "ring of death" came up and we thought thats the end of the xbox 360, but then we turned the plug off and then back on again and then turned the xbox 360 back on and then the xbox 360 was fine, has anybody had this aswell or is it just my cousin, oh and my xbox is working absolutely fine, i fell sorry for you unlucky people.

  • flash69

    Posted Feb 15, 2007 1:10 pm PT

    Answer pretty simple really, dont get the warranty . it cant run out then and the x-box wont break

  • GFofgaming

    Posted Feb 15, 2007 1:05 pm PT

    Oh boy....

  • terrydandan

    Posted Feb 15, 2007 12:56 pm PT

    "You don't trust the BBC? They are one of my must trusted company because they don't have adverts and have no sponsors or anything so they are completely independent and can be as harsh and fair as they want." - CrispyLog. I would Just like to add that, even though it may be irrelevent that YOU pay for thier shows through TV licencing and that means the crummy shows they broadcast like 'Dancing on ice' and BBC 4 is funded by you.

  • Custard_Machine

    Posted Feb 15, 2007 12:16 pm PT

    I'm really surprised that Watchdog decided to run a show about a problematic console when there are far worse things they could be reporting on! But with the console war heating up I suppose its very likely that more of these stories turn up I've had 3 Xbox 360s go dead on me - each after one month of use. You can imagine how I must have felt at the time but I'm sure that not everyone has that experience. But has anyone mentioned that Microsoft also offers an extended warranty with each unit for a small charge. Of course that's more £ out of your pocket but its an added piece of mind. What I do have to say is that Microsoft was always more than helpful whenever I called so I've no complaints there. Plus, most good retailers, GAME coming top of the pile in my experience, offer excellent return policies for consoles. GAME said they would cover me for a year after purchase - as a result I got a new console within days of each 'ring of death'. So I suggest most of you try that out before calling Microsoft - plus, if the retailer does offer to exchange, call M'soft and register the problem anyway - after my third complaint they sent me a free game. Oh, and what are the chances people from Sony made a few calls to the BBC...

  • CrispyLog

    Posted Feb 15, 2007 12:09 pm PT

    You don't trust the BBC? They are one of my must trusted company because they don't have adverts and have no sponsors or anything so they are completely independent and can be as harsh and fair as they want.

    BBC = British, not European (it's like me saying that Mexico City is the American version of London) .

    My 360 lasted a depressingly short two and a half days.

  • Gar1e

    Posted Feb 15, 2007 11:57 am PT

    Strictly speaking MS's one year warranty in the UK is illegal. EU law requires companies to guarantee any electrical appliance they sell for two years. Frankly, I don't understand why console companies haven't been taken to task on this fact alone.

    Curiously though, MS appears to be really inconsistent when handling complaints. My first launch xbox required repairs three times over three years. MS never charged me for these repairs. The 360 though appears to be a different story. I have a launch 360 and frankly am really worried if this thing breaks down. I would like to think that MS would carry the same good will as they did with the first xbox but it seems that thye intend not to. Certainly, their response to Watchdog is a very arrogant Sony-esque fingers in their ears stance.

    In this day and age electrical goods should be required to have a standard 3 year warranty. If a company believes it necessary to charge people for repairs one a product before three years then they obviously believe that the quality of the product is poor enough to require a lot of expensive repairs.

    Poor form MS.

  • 09n

    Posted Feb 15, 2007 11:49 am PT

    The first batch were a bit rushed so its hardly surprising that they would have a fualt.
    My friend's 360 broke and when he eventually got it back (it was a good week or two) we found it was in fact an entirely new Xbox. The serial code was different and came from a march 06 production date.
    Wierd.

  • chico129

    Posted Feb 15, 2007 11:43 am PT

    why would you say I dont trust the BBC? Basicly you should just not trust ANY News program....... All they do is lie and/or exagerate things (extremly)

  • mike_515

    Posted Feb 15, 2007 11:33 am PT

    thats unfair me and my brother have had similar problems, but ours is the disk trays, they keep messing up, and i mean it's not like we stored tea cups or anything on them, so they shouldn't be messing up.

    What keeps happening is when we press the open button the lights are flashing as they usualy would it makes an open sound then flinches and stays closed usualy 3 or 4 presses does the job then it's the same battle to get it closed, and i dont have a reason for it other that faulty hardware becuase like i said it's not like we were abusing it.

  • abddc

    Posted Feb 15, 2007 11:29 am PT

    Whats wrong with bbc?

  • xatman911

    Posted Feb 15, 2007 11:28 am PT

    I just kick to fix my old p3 if it causes a problem. And it works... most times.

  • ArfenZard15

    Posted Feb 15, 2007 11:14 am PT

    It sounds stupid but I'm impressed the XBOX knows when it has a fatal hardware errror! It's a good feature, and one I didn't know it had!

    I feel sorry for who it's happened to though, it's not exactly something you'd wanna shell out £80 for!

    Let's hope that Microsoft do something about it, cos it all sounds a bit dodgy to me

  • lithus

    Posted Feb 15, 2007 11:00 am PT

    I don't trust anything coming from the BBC these days. European version of Al-Jazeera IMO.

  • mooseman721

    Posted Feb 15, 2007 10:55 am PT

    I have to say that over the years I've returned about 5 or six items out of warrenty to Microsoft and they have always repaired/replaced the items free of charge. My Sony Wega television however developed a fault after 13 months, I rang Sony who said since it was out of its warrenty period I would have to pay to have it fixed. 1 month out of warrenty on a £550 television and they didn't want to know! (incidently, all it needed was to be unplugged and plugged back in, something my local Sony centre would have charged me handsomely for). I know who gets my cash these days and I will never touch another Sony product as long as I have a hole in my backside. Not Fanboyism, just common sense.

  • bloodyrooster

    Posted Feb 15, 2007 10:47 am PT

    I saw it once after having it for a couple months, so I hope I never see it again.

  • nappan

    Posted Feb 15, 2007 10:38 am PT

    "SolidSnake35 My 360 constantly suffers from disk errors, and makes some horrible noises. I would have taken it back but my friends all have the same trouble. I honestly don't see the point now"

    Same here... sometimes I turn it on and get a single red light and a really gory sound... and I give it PLENTY of space and an intercooler that keeps it low temp. Like SolidSnake35 however, I'm not getting a sense that I'd have more luck getting that fixed now. I'll wait until further into my warrenty, copy the contents of my HD, then send the sucker back.


    P.S. I do love the 360 though... the PS3 definitely took the extra time the 360 needed, but it doesn't change the fact that there are some fantastic games for the 360. Still, I love both of the new major consoles... The Wii I decided to wait on, much like I did with the gamecube (the Wii was VERY underwhelming).

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