LaslowNET Technical Rants, HOWTOs, and Writing

Support: Red Ring of Death (Part 2) – Packing your Xbox 360 for Shipping

During my time at Zune support, there was one piece of advice I always gave to my customers who had to send their devices in.

Before you send your device in for repair, please take a few pictures of it with a digital camera, if possible. This way, if the courier accidentally damages the device while in transit, you can easily prove the device was fine when you shipped it. Also, make sure the serial number is visible in at least one picture.

And I wasn't joking. I can't go in to specifics due to the contract I signed, however having pictures taken just before shipping greatly increased the chance of a customer getting a replacement device in the event of a disagreement.

As such, it makes sense to follow the same advice when dealing with another segment of Microsoft's Entertainment division. Take pictures, and high quality ones, before sending in your device! Have them ready, because if you get a call saying your device was received damaged and won't be repaired, immediately ask to speak to a Tier 2 agent and state that you have pictures proving you didn't damage the device.

Make sure to remove the Hard Drive and any customer decals/face plates, too. You won't be getting the same console back, and they won't return anything you put in the box. This goes for cables, too.

Also important is how to pack the device. Don't skimp on packing material. Go to a UPS Store, Staples, where ever, and get an appropriately sized box and some bubble wrap. Securely wrap the console in the bubble wrap, and then place it in the box. If you have any, place foam packing material in the larger voids in the box to prevent it from sliding around during shipping. This will decrease the chances of the console being damaged during shipping.

Finally, make sure to keep a copy of the tracking number. This will let you follow the devices progress as it makes its way to the repair depot.

If you've read this far, look after the break for pictures of my console, ready for shipping.

These images have been cropped and re-sized, and I've blurred the serial number and other unique identifiers. The cat, by the way, is Danté, a California Spangle cat. He loves boxes.

Edit: Part 3 is now live.