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Nearly one in every three Xbox 360 consoles fail, according to retailer reports

By several metrics, the Xbox 360 is the most successful console so far of this generation. Despite the startling pace of the Wii, the Xbox 360 still has the most consoles sold worldwide and the longest list of games and exclusives. For a gamer looking for online-enabled high-definition gaming today, the Xbox 360 appears to satisfy those needs.

One often overlooked factor when considering a console purchase is reliability, an area that is apparently where the Xbox 360 falls short. Anecdotal evidence is heavily pointing to Microsoft’s latest console as being significantly more prone to failure than what consumers are accustomed to.

Microsoft has said before that its Xbox 360 failure rate falls within three to five percent, what it believes to be well within industry standards. Internet reports from Xbox 360 owners, however, suggest that the failure rate is much higher than that.

In an effort to gain a more accurate picture of Xbox 360 failure rate, DailyTech decided to poll retail outlets that sell the Xbox 360 and with it the option to purchase an in-store extended warranty. Out of all Xbox 360 extended warranties sold, we wanted to know how many were claimed by consumers with defective consoles, thus giving us a more accurate failures percentage.

After contacting several retailers from various regions in North America, the responses were unanimous: the Xbox 360 is the least reliable gaming console in recent history. Current EB Games or GameStop employees who offered information did so under strict anonymity, as it is against company policy to reveal such information to the public. Furthermore, our sources confirmed that EB Games revised its Canadian warranty policies during early 2007 for consoles solely due to the failure rate of the Xbox 360.

EB Games held conference calls for its Canadian stores informing them of the new policy changes and revealing alarming failure rates of the Xbox 360. “The real numbers were between 30 to 33 percent,” said former EB Games employee Matthieu G., adding that failure rate was even greater for launch consoles. “We had 35 Xbox 360s at launch I know more than half of them broke within the first six months (red lights or making circles under the game discs). Two of them were dead on arrival.”

Interestingly, Microsoft has acknowledged that the initial batch of Xbox 360 consoles made during the launch window suffer from below average reliability. In response to an overwhelming defect rate of launch consoles, Microsoft agreed to repair all machines manufactured in 2005 free of charge, and issue a refund for those who already paid for repairs of launch units up until January 1, 2006.

The three flashing red lights – commonly referred to in gaming communities as the “Red Ring of Death” – is a sign of an Xbox 360 hardware failure. The sign is apparently common enough that Microsoft has added an option to its 1-800-4MY-XBOX support line that names “three flashing red lights” specifically.

As a result of the high failure rate of the Xbox 360, EB Games corporate nearly doubled the prices of its one-year, over-the-counter warranty. While the previous warranty would give a customer a brand new console in exchange for the broken one, the new policy now states that the customer will receive a refurbished console instead. The move was made because it was becoming too costly for the retailer to give the customer a brand-new machine, which still carries a store cost close to the MSRP. The price increase and policy change wasn’t exclusive to only the Xbox 360, however, as it also applies to all other Sony and Nintendo consoles sold.

The failure rate nearing a third of all Xbox 360 consoles was found at other retailers too. A Best Buy customer service department manager, who wished to remain unnamed, said that failure rates for the console were “between a quarter to a third” of all units sold.

“We see a ton of [Xbox 360s] come back all the time. We strongly push our customers to buy our service plans no matter what they buy, but it is especially important for them with the Xbox 360,” said the manager. “It’s a lucky thing for us that Microsoft extended the factory warranty to one year, because we were having a hell of a time dealing with the launch units. Now we don’t have to deal with those broken [Xbox 360s] until their second year, for those who have purchased the two year plans.”

In late 2006, Microsoft boosted the warranty of all Xbox 360 consoles to one year, up from 90-days previously. For gamers who are out of warranty, however, a replacement or repair will cost Xbox 360 customers $140.

When compared against other systems, the Xbox 360 is failing at higher rates than its current competitors and predecessors. Former EB Games worker Matthieu G. said that the failure rates for all other consoles were not high enough for the retailer to consider revising its policies, and guesses that most other console systems have a failure rate of less than one percent, including the PlayStation 3. Another EB Games manager, when asked if the store warranty was worth it, conceded that in the hundreds of Wii units sold at that location thus far, zero have come back as defective.

Despite the overwhelming evidence that the Xbox 360 is a relatively unreliable games machine, Microsoft officials refuse to comment on its failure rate. Peter Moore, VP of Microsoft’s entertainment division, said to the Mercury News, “I can’t comment on failure rates, because it’s just not something  – it’s a moving target. What this consumer should worry about is the way that we’ve treated him. Y’know, things break, and if we’ve treated him well and fixed his problem, that’s something that we’re focused on right now. I’m not going to comment on individual failure rates because I’m shipping in 36 countries and it’s a complex business.”

Similar questions regarding the Xbox 360 hardware met with the man responsible for the design of the console, Todd Holmdahl. He too sidestepped the issue with the Mercury News, saying, “I would say we don’t have a high defect rate. The vast majority of people are really excited about their product, and that we are targeting profitability for next year.”

Asked differently about whether or not the Xbox 360 falls into the ‘normal’ three to five percent return rate, Holmdahl said, “We don’t disclose the actual number,” and “We don’t comment on that.”

No piece of technology, no matter how well designed, should be expected to completely free of failure. The key metric is whether or not a product falls within industry standards of acceptable failure rates – and from findings based off retailer-supported warranty returns, the actual rate of failures could be six to ten times greater than what Microsoft is letting on.

Regardless of what the actual failure rate is, there is consumer perception that the Xbox 360 is a less reliable machine than its competitors. That fact alone should encourage Microsoft to do more than just avoid all comments on failures and only preach on the wonderful experience of its consumer base.

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RE: Curious
By pammy ut on 7/2/2007 11:55:05 PM , Rating: 0
Sorry Marcus, and DailyTech, but somebody needs to say it...

This report has zero credibility.


All the sources are "anonymous".

There are no proven facts. None!

Simply put, this was a poorly researched article, whipped together in a frenzy to grab headlines and attention. This is amateur journalism at it's worse. It is disgraceful to present such weak and totally unproven numbers as fact, or to 'suggest' or 'hint' they are fact.

I don't like Microsoft very much, but it bothers me to see somebody trying to slam them under the disguise of "concerned reporting".

Shame on you Marcus, and DailyTech. Give us a break.

RE: Curious
By Marcus Yam on 7/3/2007 12:12:35 AM , Rating: 5
My sources may be anonymous to you, but they aren't to me. The fact is that, while I would have loved to attached names and mugshots to everyone who volunteered information to me, it would have very likely gotten them fired.

I would strongly admire someone who would put their job on the line in an effort to expose the truth, but I'm not going to hold it against anyone who is just trying to make a living.

RE: Curious
By tarrbot on 7/4/2007 2:21:34 AM , Rating: 1
The issue is not so much your sources but more your methodology and process.

From what I can tell you've done no better than call up every Wendy's and ask them what's the best selling burger they have rather than get the numbers from Wendy's International (the corporate entity). Or put another way, you asked all of the deskside technicians what the problem was as a whole from a network standpoint. Here's a clue: the techs are the wrong people to ask bird's-eye view questions such as this.

Not only has the process been thought out incorrectly, but you fail to acknowledge the methodology you used in gathering this information. No one knows if you attempted to use a predetermined questionairre that the sources responded to or if you made questions up on the fly. No one even knows if you were honest about your profession, let alone your motives.

Now, even all of that is bad enough, but you didn't even hazard a guess at other retailers. What you've effectively done is to take a bunch of biased clerks/salesmen and ask them about their "perceived" notions of reliability. Did you ask for any detailed documentation or otherwise use anything more than someone's recollection? It doesn't appear so.

What's worse is that Daily Tech is running this op-ed piece you wrote on the front page as if it's truly hard-hitting investigative journalism.

And what methodology did you use in determining if a 360 was returned because the product was physically damaged due to incompetence at the store level? What about returns due to the vendor selling an opened system as new? (I use these examples because I personally have seen this happen with 360s).

Oh wait. You didn't do that, did you? You relied upon the word-of-mouth banterings of salesmen and recollections of store managers.

You have no real hard-hitting numbers, do you? Or are you counting the numbers you wrote down from someone else's memory as hard numbers?

I hate to say this Mr. Yam, but this honestly is one of the worst researched articles I've ever seen.

In summation, your article is admittedly anecdotal and yet you've portrayed it as authoritative and well-researched. I believe you know it neither to be well-researched nor authoritative. Your methodology is lackluster and your facts spurious.

It's garbage, sir.

RE: Curious
By Ronson on 7/4/2007 4:46:03 AM , Rating: 2
Yeah it's most probably inaccurate but hey if my friend's X-Box 360, Wii, ipod or iphone blew up in less than a year, do you think I'll buy any that failed?

RE: Curious
By Ronson on 7/4/2007 4:48:47 AM , Rating: 2
Oh yeah on this note, I no longer buy or recommend Western Digital harddisk after mine and 2 of my friend's HDD died in less than 2 years.

RE: Curious
By BMFPitt on 7/4/2007 9:36:55 AM , Rating: 2
I've actually found a good rule of thumb to be: Buy hard drives from the company where they had bad failure rates 6-12 months ago. They will have gotten their act together.

Whatever company seems to be very reliable right now will start getting lazy and their drives will fail a few years down the line.

Seems to be a rotation of sorts between WD, Seagate (used to be IBM), and Maxtor.

RE: Curious
By rushfan2006 on 7/9/2007 10:58:08 AM , Rating: 1
I tend to agree with Tarrbot, though I will not say it was garbage.

Before I go further if anyone looking for a biased slant for any console, you should know I play no consoles anymore, I own a Xbox that has done little more than collected dust in between the times when my nephews visit (about 3-4 times a year) then they'll play it.

I'm a PC gamer, have been and will always be - until/unless they suddenly stop making PC games or PC gaming hardware.

Bottomline : I don't give a shit which console has the black eye or not.

Anyway, I'm skeptical. And to just take the article posted as full fact and nothing but would be a bit ridiculous to me and a tad naive.

The most credible parts to me are the few spots where the post was named from another magazine and/or website article and the link was provided.

Beyond that how does anyone know its not just some whipped up article from one person's viewpoint. where's the reassurance its not just in the spirit of a blog, done with a biased slant (either for or against - you pick).

This all said, personally I do think the claim is somewhat valid of xbox 360 failure rates. Because of four people I know personally who owns them two of them had issues since purchase (both since got either repairs done or a replacement), the third person has had no issues with his 360 and the fourth doesn't really play it that much.

RE: Curious
By bob4432 on 7/3/2007 5:02:55 AM , Rating: 2
if you think these numbers are out of line, just go to any 360 scene website and you will find there are a lot of them showing up w/ the rrod.

"If you look at the last five years, if you look at what major innovations have occurred in computing technology, every single one of them came from AMD. Not a single innovation came from Intel." -- AMD CEO Hector Ruiz in 2007

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