Our Xbox 360 is on the way to the repair facility.
Last Thursday, four days after placing my call to customer service, a box arrived on our doorstep, complete with illustrated step-by-step instructions, packing materials, a pre-paid UPS label and a piece of tape.
That's right: a strip of pressure-sensitive packaging tape was included. This was one easy procedure.
It should be as I won't see the system for up to six weeks.
I sympathize for people that have a single unit and are sending their only system in for repair.
Personally, I'd like to see...
- a tracking site so I can track the status of my repair, even if to know that it's been received and is being processed*,
- where possible, the Xbox group to provide advance replacement units, as many mobile phone carriers do (including mine) for under warranty service, and
- some sort of recognition, perhaps in the form of a free game, download or points.
In this case, to paraphrase the late-night commercial... I'm not just a company employee... I'm also a client.
As with all consumer electronics, if you purchase a new product and find that it is bad out of the box, you should return it to the retailer for a direct exchange.
* Update 7:30AM PDT, 072607: There is an on-line tracking service, tied to your Windows Live ID... go to Registration, Warranty and Repair Service for Devices page for more details.