Peter Moore on Recall Versus Warranty Options

[Xbox-Scene]

Peter Moore on Recall Versus Warranty Posted by XanTium | July 15 22:35 EST | News Category: Xbox360

From kotaku.com: [QUOTE] Whoops, this wasn't our justify your warranty piece at all. Instead it's me asking Peter Moore why they didn't just jump in with two feet and do a recall instead of an extended warranty. I don't think he liked the question. [/QUOTE] Check out Moore's answer on the video at kotaku.com

[0794]

"the great majority of people are not having this problem and so no recall required"

interesting.

at least the warranty was extended - i guess that things could be worse...somehow...

[xzenor]

"I don't think he liked the question."

Who would?

[no0b123]

It was a good strategy for a bad situation. People feel more comfortable knowing their product is covered for free for three years versus knowing your console is hazardous and need to be returned immediately. Yeah, I wish they could do a recall and install the new GPU heat pipes, Elite system motherboard, option for HDMI and 120GB HDD, and 65nm core, Ben Q drive, but that's not going to happen. So we stick with what we have thats working, and if it ever breaks down, we have three years to return it

[Ninja Sniper X]

I actually agree with Peter on that one. Recalls are more for safety issues than just failure. warranties are more for the general breakdown of things. Don't get me wrong, the 360's should never have had this high of a failure rate in the first place. But since they do, an extended warranty is more appropriate than a recall. Just my 2cents

[CerealKiller741]

He is absolutely right, I had a console die on me, but I was sent a replacement from Microsoft on their dime and has been working great ever since. Recalls are only issued if a product is dangerous to the end user which the 3 red lights of death is not. Issuing a recall of all consoles would cost an exorbitant amount of money and would just not be cost effective, given the number of people with failing consoles versus people without. 3 years of warranty for free on ANYTHING is way out of the ordinary and is great. Microsoft made a great move with the warranty extension. It covers us, the users, without costing them unecessarily by fixing consoles that aren't broken.

[Deihmos]

It was a really dumb question. To expect Microsoft to recall 10 million units costing billions of dollars because they may or may not fail is idiotic. I had mines since 2005 without a single issue and I am sure many people do too.

[Nightbird]

If every 360 console with the current manufacturing process will fail at some point, then I think a recall would be more appropriate. What about all the poor buggers that get the 3ROD when the console is in its 4th year. They are left high and dry. If I had paid over £300 for a console which had a known manufacturing fault which could rear its ugly head either tomorrow or three years down the line, I would expect that product to be exchanged for a model with the manufacturing fault fixed whether the current console had failed or not. Microsoft have been screwing up for 2 years and are still screwing up. Every current 360 owner is sat on a time-bomb waiting to go off. A recall and full product replacement with a fixed manufacturing process and stricter quality control is the only way Microsoft can put this to bed and restore customer faith.

[djohng]

If every 360 console with the current manufacturing process will fail at some point, then I think a recall would be more appropriate. ....Every current 360 owner is sat on a time-bomb waiting to go off. ..

Every product will fail as some point...damn, using your logic, I would need to take back my car to the dealership for a recall if the headlamp fails?...The point is; every electronic product will fail...its not a matter of if, but when. A three year warranty is very appropriate, since my $5000 TV has a one year warranty!!...again using your logic I would have a 30 year warranty on it...since it x10 an Xbox360 price

BTW...I wouldnt use "time-bomb"...you would think the 360 is going to explode??

The jounalistic asking the question should understand the difference of warranty vs. recall...warranty is for product issues, and recall is product safety...remember the Xbox power cords...they sent a brand new one to you if the power supply could cause a fire...they had ~6-7 occurances in a few million xboxes, and sent out a very good surge suppressor-type cord...at a very high cost!

[majik655]

.....A three year warranty is very appropriate, since my $5000 TV has a one year warranty!!...again using your logic I would have a 30 year warranty on it...since it x10 an Xbox360 price....

I do agree with you. I just wonder if you would be happy if your tv died in 3 years or even 4.
Would you still have boughten the tv. Especially if MUCH OLDER version of tv is still working (like an original NES.. or even a DC for that matter)

You are correct though.. all units fail.. the question always is when you buy something how long will it last and is that time worth the money paid for it.

such as IPOD's, Apples answer to when you need a new battery is.. giving a 30$ price cut to a new ipod ...whoopie. Maybe consumers should have thought about this before buying it.

M$ answer to this is.. 3 years. knowing if it goes 3 years more than likely it will go longer and the customer more than likely will be happy even if it dies in 6 or 10 (whatever) ESPECIALLY by then the price of a new unit will be way cheaper than when early units were sold.

Since they understand some units will die BEFORE 3 years then they offered to fix those (great move by M$)
because YES customers WILL be pissed off if their 400+$ unit dies within 3 years.

Just like I would be pissed off if my 5000$ tv dies within 5 years or more for that matter (hence why I do not have a 5000$ tv lol or anywhere close to it.)

This post has been edited by majik655: Jul 16 2007, 05:36 AM

[Replex]

Yes, and a warranty is a far better way to handle it. If they are recalled, how long would it take for you to get your 360 back?

[fatal_err0r]

You know, what most owners don't realize is that this new extended warranty ONLY covers the RRoD issue. Pretty sneaky if you ask me, if you so happen to experience an issue with the 360 other then the RRoD issue your console will not be covered by the new warranty.

This post has been edited by fatal_err0r: Jul 16 2007, 08:10 AM

[Knasen]

You know, what most owners don't realize is that this new extended warranty ONLY covers the RRoD issue. Pretty sneaky if you ask me, if you so happen to experience an issue with the 360 other then the RRoD issue your console will not be covered by the new warranty.

On the other hand, like 98% of the problems with the 360 is three red lights.. so what's the big deal ?!?

This post has been edited by Knasen: Jul 16 2007, 08:40 AM

[Hack_kid]

Yeah my 360 ive had since launch jusd died on friday (friday the 12th none the less) with Red Ring of Death but not 1.2 and 3 lit up but only Ring 4 and Error E74 on the screen, This is either the A/V Cable which i tried 3 or the scaler or gpu. So its toast but I'm not under warrannty anymore because i dont have 1.2. and 3 lit up. So dont think your completely covered with this new 3 yr warrannty

[ConteZero76]

It's just that a warranty extension is way cheaper than a recall.
I don't see why 10mln people with defective (as "they may broke down") units are perfectly fine with a 3 years warranty extension while they could (and have the right to) ask a recall.

Having an Elite board with additional heat sink is better than having a "3 year warrany" cartoon badge over the unit (at least for me).