E&EO
Xbox Consoles and Accessories - Returns/ Warranty Procedure
Warranty Periods:
• Xbox Consoles (Xbox One, Xbox One S and Xbox Series) - 1 Year warranty from date of purchase
• Xbox Accessories (Xbox and Xbox Series) – 1 Year warranty from date of purchase
Retail Store Procedure – Faulty console or accessory within the FIRST 14 DAYS of purchase date:
• Customer can return the faulty item to the retail store it was purchased from.
• Faulty item needs to have all the components that came with the purchase, including the original packaging and receipt.
(Items that are not in the original packaging will not be credited).
• The retailer must replace the complete console or accessory and return the faulty item to Prima Interactive within 8 weeks of
the purchase date.
• No reference numbers are issued to authorise the exchange.
To arrange collection of the faulty units that were returned as FAULTY within the FIRST 14 DAYS at store level, please email
Documents and information to accompany the email:
1.) Customer receipt
2.) Store Name
3.) Contact Person
4.) Contact Number
5.) Store address
6.) Explanation as to what is wrong with the item
7.) Purchase and exchange receipts
8.) Credit claim documentation/Return to Supplier/CCV
9.) Please check that the serial number on the box matches
the S/N on the console.
Customers Warranty Procedure – Faulty console or accessory AFTER 14 DAYS of purchase date:
• Stores may not swop out or replace the faulty Xbox console or accessory after 14 days.
• Customer needs to contact Microsoft directly to log a warranty claim. (*Contact details as per below).
• Stores are unable to log the warranty claim on behalf of the customer. Microsoft request personal information from the
customer and verification via email or a one time pin.
• A reference number (Service Request Number) will be issued by Microsoft to the customer and within24/48 hours Seabourne
will receive the warranty claim information.
• Seabourne will arrange the collection of the faulty unit and dispatch a replacement as long as, the console or accessory has
not been tampered with in any way. (Warranty Claim should be resolved in 7 working days – if there are any delays past 7
days, customer to call Seabourne and quote the Microsoft Service Request number).
• Customer NOT to hand over any item (console, controller or game disk /cables) that was NOT REGISTERED AS FAULTY on the
Microsoft service order. Only faulty item to be sent. If you send any extra items they may not be returned.
• Customers register your warranty with Microsoft to confirm the warranty period, to avoid delays if you need to make use of
the warranty.
*A warranty claim can be logged:
a) On-line via the Microsoft Device Support site - https://support.microsoft.com/en-za/devices
Open 24 hours a day, 7 days a week
b) The below link can be used to check a controller warranty and enables customers to log a replacement request.
https://support.xbox.com/help/hardware-network/controller/controller-warranty
c) Online chat with a Microsoft Support Representative or request a call back:
https://support.xbox.com/contact-us
Seabourne Contact Details – Only to be contacted once the customer has a Microsoft Service Request Number.
1st Contact: Martha / Keneilwe - 011 396 1900
Escalation past 7 days of warranty being logged: William - 011 396 1900
All emails to go to spljnb@seabourne.co.za with William in copy william.rittmann@seabourne.co.za
For additional queries please contact:
Arthur Mabaleka – Prima Interactive Xbox Support Representative
Tel: 011 549 2320/1/2
Email: customercare@primainteractive.co.za
