In a recent interview Peter Moore, the head of Microsoft's Interactive Entertainment Business division refused to comment on Xbox 360's reported high failure rate and asked customers to look past broken consoles and focus on good service.
Microsoft claims that Xbox 360 failure rate is about 3%, but several consumers and analysts insist that the real value is 3 times the official figure. In response to an Xbox 360 user who had 2 Xbox 360s broken within 7 months and asked Peter Moore for " a straight answer on issues with hardware quality", Moore responded: " 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. You 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."
The issue of failing Xbox 360 consoles is an ongoing one. 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. Later, Microsoft extended their Xbox 360 warranty to a full year instead of the original 90 day. Then in April 2007, Microsoft further enhanced its warranty services by reinstating free two-way shipping for console replacements, as well as giving paid-repair consoles a fresh one-year warranty.
