Okay folks, here's probably my biggest "recreational" undertaking that I've undertaken. This "guide" of sorts will hopefully help point a lot of people in the right direction as to where and with whom they need to deal with for their issue. Have a specific issue that I haven't covered in here? Post up a new thread and we'll help you out!
Who to deal with for just about issue with your 360 can be solved by asking three simple questions:
- How long has it been since you purchased your Xbox 360? See Timeline
- What is the exact issue you're having? See Various and Specific Issues
- Is this the 4th time you need a repair? Have a special edition console? Having an issue with an accessory? See The Rest
I've outlined them very detailed below, provided you've purchased a 3 year Product Service Plan from FutureShop. If you've purchased a 2 year PSP from FS, then simply consider this guide without the 3rd year added on.
Short forms used within:
- 360 - the Xbox 360
- MS - Microsoft
- PSP - Product Service Plan
- FS - FutureShop
Pro Tip: IF you open your Xbox 360 (taking off the faceplate does not count, you are supposed to be able to swap those) then Microsoft does not want to see your 360 regardless of what you say. If your Xbox arrives at their depot and the sticker on the inside of the front is broken or missing, they'll just send you your console back without even looking inside it.
2011 Microsoft MVP for Xbox!
Timeline: How long has it been since you purchased your Xbox 360? (Time since purchase)
Between day 1 and day 30
During this period, the responsibility for returns/exchanges is solely on FS. Provided the console is not visibly damaged, you will be able to exchange or return it with your receipt, no questions asked. Make sure you have your receipt otherwise this becomes a huge hassle!
Pro Tip: Keep your receipt for your new console INSIDE the original product box, that way you'll always know where it is. This is the best method I've found for storing receipts for big ticket items.
Between day 31 and the end of year 1 (day 365)
Here, the responsibility is completely Microsoft's and there is nothing FutureShop can do about it, because this within the duration of the manufacturer's warranty. If you have any problems, you'll have to either use the Xbox.com Support website to file a Service Request with them, or call 1-800-4MY-XBOX for support.
You can have FutureShop deal with it for you, but the whole process will only take longer. Instead of you sending your console to Microsoft, and Microsoft sending it back, FutureShop and their depot would be acting as an intermediary, potentially adding 2-3 days onto the time it takes to get your console back. So it's wise to just deal directly with Microsoft, unless of course, for some reason, they won't cover it.
If it's your first time with an issue try to get Xbox Support to send you a shipping box. It's likely that they'll refuse, want to only send you a shipping label and make you provide your own box. Press them on it and they should send you one. When your console returns, make SURE you store the shipping box instead of recycling it, as there's no saying whether you'll be able to get a box next time. More commonly, these boxes are known as "coffins" because your dead 360 goes in it.
Each one of these repairs you go through counts as a "repair" for the No Lemon Guarantee, so keep track of your Service Request Number (SRN) for each repair. You should also receive emails from Xbox Support about your service request, which should also be printed or filed away safely inside your client(s). For more details check out the "No Lemon Guarantee" section below.
Between the beginning of year 2 (day 366) and the end of year 3 (day 1095)
Within this period, all issues with your 360, except the 3 Red Rings and the E74, go through the FutureShop PSP. The 3 Red Rings and E74 are outlined below. When you go through the FutureShop PSP, your console gets sent to a FutureShop repair centre/depot where it is analyzed for problems, and once found are fixed. The console is then returned to the store you brought it in to and they'll give you a call telling you it's ready for you to pick up.
For these issues, just keep track of how many issues you've had, as FutureShop will have documentation on all your repairs. If you get to needing a 4th repair (in total including all Microsoft requests and all FutureShop requests) then take a look at the No Lemon Guarantee below for how to proceed.
Various and Specific Issues
3 Red Rings (aka 3 Red Quadrants, Red Rings of Death)
This issue is covered by Microsoft for 3 years from the purchase date of the console. Also, regardless of having a PSP or not, Microsoft requires that they fix this issue, so FutureShop will not really even deal with it. You can have FutureShop deal with it, but as I said before, that'll only increase the time you're without a console.
E74
This issue, as well is covered by MS for 3 years from the purchase date of the console. And similar to the RRoD (above issue) MS requires that they deal with it.
Generally this issue will build up before it happens, usually starting with your 360 locking up more frequently, until it boots right into this error. It usually means that your GPU or your graphics card in your Xbox 360 is shot and there's not much you can really do about it.
DVD Drive Issues
Symptoms: very loud drive, scratched rings on your discs, clicking sound, not recognizing a disc is in the drive, not spinning discs, drive not ejecting the tray, "To play this disc, put it in an Xbox 360 console" message
If your 360 is displaying any of the above symptoms, your DVD drive is likely about to die or dead already. Unfortunately, even though this is a relatively common problem Microsoft only covers it for the first year. Luckily, it is covered under the PSP, so FutureShop will repair it for you when you need it, of course, provided you're still within your PSP.
As for disc replacements if the game doesn't work any more because it's so scratched:
- If it's within the first 30 days of purchase, you can go back to wherever you purchased it and exchange it for a new copy.
- If not, call the publisher of the game: usually it's Microsoft Game Studios (MGS), Electronic Arts (EA), Activision, 2K Games and others. Their support number should be in the game's manual or you can look for it online. In the case of MGS, just call Xbox Support.
- Explain your situation and request a replacement disc from them. If there's Downloadable Content (DLC) for the game on Xbox Live (XBL) mention that you really want to get that DLC. The DLC is money straight into their pockets and it'll make it more likely that they'll provide you with a new disc.
Other Issues
Below are other known issues that can occur with the 360 and how much they're covered:
- Power supply problems (quite rare) - 30 days in store, 31 days to 1st year by MS, 1 year to 3 years by FS PSP
- Electrical damage - provided it's shown to be as a result of a power surge, it's protected under the FS PSP for 3 years
- Water damage - NOT covered
- Accidental/incidental/purposeful damage - NOT covered
- Acts of "god" - NOT covered
- last edited on by
JS
The Rest - Various other things that you will likely want to know about
Accessories
Accessories are a very simple issue in terms of the PSP. At any point during your PSP, you may exchange your accessory for a new one, provided there is a valid performance reason. (Button(s) not working, button sticking, battery(-ies) falling out, the like) But again, if it is determined that this was due to negligence on your part, it cannot be covered under the PSP. (For example, spilling coke on a controller and then complaining that the buttons are sticking is not a valid performance reason.)
If the accessory cannot be replaced with the exact same product, it will be replaced with one that is most similar to it. (Example: You have a limited edition Halo controller, you'll likely be given the choice of a new black, red, pink, blue or white controller, as long as all of those are available at that location.)
Special Edition Consoles
Special edition consoles are treated the exact same as regular consoles. If they need to be replaced, they'll be replaced with the closest product currently available. Since you leave all your accessories & hard drive at home, the only thing that would really be replaced is the console itself. While you may get a different design, I'd hope it'd be better to have a working 360 than a pretty, non-working one. Of course, FutureShop will do their best to accommodate you and get you an exact replacement, but this is not always possible.
Personal Note: If say your MW2 console is being replaced with a black one, see if they will let you keep the Special Edition faceplate, which is removable.
No Lemon Guarantee
The No Lemon Guarantee states the following: if your console requires 3 repairs (whether they're done through Microsoft or FutureShop), then upon needing a 4th repair (and it being verified that it actually needs a repair,) you are eligible for an exchange for a brand new console.
Make sure you keep track of your repairs, both ones through Microsoft and ones through FutureShop, and you may be eligible for this exchange. Make sure to mention it to the manager or customer service representative that you are dealing with.
Also, the new replacement Xbox 360 you get is considered a fullfillment of your PSP, so the original one expires at the point this happens. However, the new Xbox is considered a brand new product, so you have the option of purchasing another PSP for the new unit. (Personally, I'd suggest it.)
Closing
In closing, I'd like to thank all of our Community Ambassadors and Mods for helping out with getting this up to good-to-post status! Community, if you read this, and have any questions or need clarification, please post up! 
Much love and I hope this helps!
