 |
||||||||||||||||
|
||||||||||||||||
|
HELP and TOP TIPS - updated Monday 23 July 07 Please let me know if you have different or new info, top tips and advice that may help other "dead ringers". Got a Question? Ask the forum. Ring of Death Symptoms You know you have ring of death when 3 red lights are flashing in the display ring, except for the top-right hand quadrant (see header pic). It would seem pretty obvious although from what I've read; screen freezes, odd graphics artifacts, disk read errors and sometimes loud clicks happen in-between ring of death episodes.
It seems the ring of death display is a relatively generalised hardware error. It also seems that repaired consoles are just as susceptible to it as old ones are. I was told that the "fix" is to add a heatsink to the board, although re-designed chips are on they way... They are due in about 1 month from July... Can be Ring of Death be induced? When the console starts up, the hardware check results in either the console working, or a fault code being displayed. If your console exhibits screen freezing, pixellated or striped graphic output or disk read errors, power cycle it for a good few times, from off to the dashboard. The more you try this, the greater the chance of the error code being displayed. Can the ring of death be cured? Microsoft have been very cagey about how the ring of death is caused and what, if anything, fixes it. Most RoD consoles get new motherboards. Some repaired consoles come back with extra heatsinks. Indeed this is what I 've been told by a call centre supervisor. I've also read several other posts today in the xbox.xom and GameSpot forums about refurbished xboxes being delivered without this extra heatsink. You probably know about my unsuccessful repairs, so I'd say no it can't. I think Microsoft are gambling by sending out consoles with a design fault until their new motherboard design is ready to go. Here's hoping I'm wrong and very unlucky. Recent independent surveys (by xbox 360 magasines and on gaming forums) have estimated between 35 and 55% of consoles have gone wrong already. If these figures are extrapolated, it points to a 100% failure rate by December 2008. Surely, a recall must be on the cards. How to tell if your 360 has an extra heatsink fitted There have been reports on nearly all forums of new Elite (black) consoles getting RoD out of the box, so yes. Currently, every console is susceptible to RoD. Age and usage do not seem to be factors. This may change fairly soon, as the new chip is rumoured to be already in production. Microsoft have just started releasing consoles in the USA that have HDMI sockets fitted on them. These regular (premium, not elite) consoles are distinguished from ones without the HDMI socket because of a label on the box. You can be sure that these consoles are the newest available. Microsoft have not made a comment as to whether the 65nM chip is in the new HDMI consoles though. I guess that means no then. If you've just red-lighted, you have two courses of action, aside from 3rd party (chargeable) repairs or trying to fix it yourself. You could either take it back to the shop you purchased it from, OR call Microsoft support. The first option ensures you retain your consumer rights under the Sale of Goods Act, 1979. The second option actually diminishes your consumer rights in the UK! Shop option The Sale of Goods Act applies to retailers, not manufacturers. It also applies to goods purchased with a manufacturing defect up to SIX YEARS after purchase. It makes those manufacturing defects the responsibility of the retailer to resolve. If you don't call Microsoft but go back to the shops, you would be covered under the Sale of Goods Act. Recent case history defines what "reasonable time" and "significant loss" is under this act. In terms of repair time, (I think) 60 days is legally reasonable for electrical repairs. For items bought that have manufacturing defects, there is a 6 year timescale to get the retailer to make good the sale by repairing within a reasonable time, or offer a refund. The shop has a 6 year responsibility over manufacturing defects for electricals. If the retailer is saddled with the repair and is not satisfying you, you could quite easily demand a replacement or a refund under the Sale of Goods Act. They could provide you with existing stock - or have an alternative means to replacements. They'd certainly be more likely to refund your money. It would be far easier to take them to court and win, under the Sale of Goods act. You would stand a far higher chance of getting your money back before any court action though. BTW, I got some of the UK law above from Consumer Direct, the Trading Standards regional advice line. You can call them up if you search for a regional office. Please read Deeptone's consumer rights experience with Tesco. They are putting up a big fight, but Deeptone has done some exhaustive research into the realities of the Sale of Goods act. UPDATE (23/07/07): Its not that easy though... Despite agreement from Consumer
Direct,
shattered_mynd has not had such and easy
ride.
Consumer
Direct were well aware of the 360 problem
and
advised shattered to go receipt hunting. Boots,
the
chemist and 360 retailer, told shattered that
their hands were tied and that they couldn't help.
I
wait
with
interest
to
see
what happens next. Surely now, there is a legal
responsibility
and
therefore an opportunity for a refund, even if
it
means threatening court action. On the one hand,
It
all
sounds
rather
drastic over a video games console. But on the other
hand,
its tough to let it slip. After all that,
I
can
understand why shattererd_mynd chose the username.
Perhaps
a strong letter to the head office spelling
out
the act would change their minds? Good luck
in
your
next steps Shattered and thanks for the post. You can go to xbox.com and ask for a support request. They'll probably ask you to phone them to verify yourself. The number is: 0800 587 1102 or +44 20 7365 9792 from a mobile phone The Sale of Goods act does not now apply to you as you've agreed to the terms of Microsoft extended warranty by phoning them up. I did too... The US have got far better consumer law with their "BBB". Apparently, Microsoft jump to it for every BBB complaint about their ring of death. You are now covered under the manufacturer's warranty, which removes any course of action you had with the retailer. The warranty explains that Microsoft can repair, replace or refund full or partial payment on the item at THEIR discretion. Repair timescales are never quoted and don't have to be adhered to. Failed repairs don't cause any escalation, since my experience is that you're just put back into the repair waiting cycle every time.
If you're on this site, you'll probably have your own story to tell. I'd say from hogging forums for the past few weeks that the average turn-around time is around one month in the UK. Some stories run into 8 weeks and beyond. The Microsoft propaganda on-hold message states the objective of getting it down to 15 days by the end of July. If people respond to this site, we'll be able to track their progress. I wish them all the best. The support response service is set up as a two tier organisation. There are the call handlers and escalation support supervisors. Currently, the support operative apologises and passes you on to a "super" if you complain, or promises one will call you back. I think either one can offer compensation, although refunds and refurbs are not given out. Estimated wait time: 25 to 30 working days, from arrival at Microsoft repair centre. i.e.: 1 working day call to arrange for UPS collection (no box
provided in the uk - I think you have to wait for one
in the US) 38 to 50 normal days - up to 7 weeks, by Microsoft own estimates! I sent my console in the original box with all the graphics on it. I got it back in a plain white box. Call handlers are pretty evasive about the turn around times for 360 repairs, so remember to ask them as much as possible about these timescales and the process, then let me know! They have a courtesy of asking to put you on hold, so refusal can often extend the call somewhat, if you need to. Waiting for an operator can be fairly quick, especially if you ring early in the morning (they open at 09:00). That's not normal though; I've waited on average about 10 - 15 minutes, although 30 and 45 minute waits, sometimes followed by disconnection, have also been experienced. Remember to charge the batteries on your phone fully before you call! You can try to escalate beyond the call centre infrastructure they set up. Try contacting Microsoft UK headquarters direct: Microsoft Ltd 0870 6010100 If you ring the number, get through to the main switchboard, then ask to speak to customer services. You should get put through to the "response management team". Don't forget to demand a complaint reference number. At least the people there seem understanding...
What does "Billing Information Received" mean? It means that Microsoft have generated a returns record for UPS. UPS may not have received it yet, as the number is created by Microsoft. It often takes Microsoft several days after generating the number for UPS to display it on their tracking site, then between 2 and 5 working days for UPS to deliver your console back to you. Where does my console go? Although no definitive answer is forthcoming, I've been told by support staff that the UK Havant repair centre has closed for ring of death issues, and UK consoles with re-eye go off to the Czech Republic.
So you feel like you should rightly be compensated for your troubles? A months subscription to xbox live comes in the returned box, as does a questionnaire. Hardly compensation, is it? The envelope's not even big enough to dump in! Currently, extra compensation offerings are given at the first sign of a troublesome customer. I have read (but don't know for sure) that you are limited to 3 compensation items per year. As far as I know Microsoft points are NOT offered. Choose wisely from: Games Perfect Dark Zero Peripherals Wireless controller If you get offered anything else, you tell me now, y'hear? Refurbs can be annoying because they are not "your" box, so you don't know of their history. It may be possible to have a perfectly working DVD drive that's been spinning constantly for all its life, not been serviced and just about to pack up. I've heard that arcade games won't work if you're not connected to live because of the hardware licensing (not sure about that though). Some refurbs have had dinks and scratches found on them. Personally, given a choice, I'd have loved one, if it would have sped up the repair process any. Impossible - What can I, as an individual, do about that? If you get involved, then group action may be possible. I've written in to Watchdog to complain. Why don't you? I've diarised my experience on line here. Give me a screwdriver and map to the repair centre, and I'd go fix the thing myself. Perhaps there is some hope in a class action... Any suggestions? I'd welcome you to share your experience. Sites with 360 hardware forums: Gamespot.com Interesting links: How
to take your 360 apart
|
|
|||||||||||||||
|
|