Microsoft is recalling about 14 million power cords for software giant's Xbox gaming consoles due to a potential fire risk.
There is thought to have been 30 cases where failure caused minor injury or property damage. Seven customers had reported minor burns to their hands.
"This is a preventative step we're choosing to take despite the rarity of these incidents," said Robbie Bach, senior vice president of the Home and Entertainment Division at Microsoft.
"We regret the inconvenience, but believe offering consumers a free replacement is the responsible thing to do."
The company said fewer than one in 10,000 consoles have experienced the component failures, with damage mostly contained within the console itself or limited to the tip of the power cord.
Microsoft's recall affects Xbox consoles made in Europe before January 13, 2004, and consoles manufactured elsewhere before October 23, 2003.
Consumers can request a replacement power cord through the company's Xbox website, with replacements expected to reach customers in two to four weeks.
In the meantime, Microsoft advised customers to switch off their Xbox consoles when not in use.
Place this link into your Web Browser: http://replacements.webprogram.com/en-gb/programoverview.asp
Why are Xbox replacement power cords needed?
The replacement power cords are designed to protect consumers and their Xbox consoles from rare electrical component failures that can pose a fire hazard.
How great is the risk?
Fewer than one in 10,000 consoles have experienced these component failures. In almost all instances, any damage caused by these failures was contained within the console itself or limited to the tip of the power cord at the back of the console.
Does my console require a replacement cord?
If it was manufactured before October 23, 2003, your console requires a replacement cord (except for consoles purchased in Continental Europe, where consoles manufactured prior to January 13, 2004 require a replacement cord). Consoles manufactured after October 23, 2003 (after January 13, 2004 for consoles purchased in Continental Europe) do not require replacement cords because design improvements to the cord and console already protect against the problems that are addressed by the replacement cords.
Are all countries affected?
Consumers worldwide should check to see if their consoles require a replacement cord.
How do consumers know if their consoles require a replacement cord?
For instructions about how to check if your console requires a replacement cord, click here.
Is Microsoft charging customers for these replacement cords?
Microsoft is providing the replacement cords at no charge.
I cannot read or find my serial number or manufacture date. How can I get my cord?
If you would like to view instructions on how to locate your serial number/manufacture date, please click here. If you are unable to read or locate your serial number or manufacture date, please click contact us. Note that when you reach the prompt within our system to enter the serial number and manufacture date using your touchtone phone, please stay on the line and you will be directed to a customer support representative.
How long will it take the new cord to arrive?
Most cords will arrive within 2-4 weeks.
What am I supposed to do while I am waiting for my new cord to arrive?
Until your new cord arrives, you should turn off your Xbox when it is not attended.
Do I really need a new cord, or can I just use a surge protector?
Consumers should not expect that surge protectors or power strips are suitable substitutes for the replacement power cords being supplied by Microsoft.
Why is there a limit of 3 cords per household? What if my address has 4 or more consoles?
The average household does not require more than three cords. However, if you have more than 3 Xbox consoles and need additional replacement cords, please contact us so alternate arrangements can be made.
Why is there a limit of 1 cord per serial number?
Serial numbers are unique for each console. A console requires only one cord for operation.
The website says that there is an order for my serial number but I have not placed an order. How do I get my cord?
If you have not previously placed an order through either our toll free numbers or the website and you feel that you received this message in error, please contact us.
The website says that my order was denied due to the US denied persons list. What does that mean?
All orders placed from or sent to locations outside of the United States must be screened against the U.S. Government Denial and Embargo Country lists. If information provided for an order matches this list, we are unable to fulfil the order.
I did not get a letter regarding the replacement cord. Why?
Microsoft provided mail notification to registered Xbox owners to the address currently in our systems. If you would like to register your Xbox to receive future communications or update your address information if you have previously registered, please visit Xbox.com
I received my cord, but it’s the wrong voltage or wall plug type for my current location. How do I get the correct cord?
Replacement cords are matched with cords provided with the console at sale. If you have moved since purchasing, you will need to utilize an approved adapter. If you feel that you have received the incorrect cord, please contact us.
What will Microsoft do with my contact information?
The contact information you provide will be used for the purposes of conducting the Power Cord Replacement Programme for Xbox or in order to contact you in the event of other safety related issues. This information will not be used for marketing purposes. However, if you register your console or provide contact information in other contexts (e.g. Xbox.com, Xbox Live, or Microsoft.com), that information may be used as described in those contexts.
The system says that I do not require a replacement cord, but I want a cord anyway to be safe.
Xbox consoles manufactured on or after October 23, 2003 do not need a replacement cord. In Continental Europe, consoles manufactured on or after January 13, 2004 do not need a replacement cord. Design improvements to the cord and console already protect against the problems that are addressed by the replacement cords.
I received my replacement cord, and it was damaged. What should I do?
If your replacement cord is damaged or does not appear to be working, please contact us.
What should I do with my old cord?
Please throw it away. (Note: If your country has local or national disposal regulations, please follow those requirements.)
I live in a country not available on the shipped address entry. How can I receive my cord?
Microsoft requires a shipping address in valid launch country in order to ship replacement cords. To enter an address within a valid launch country, please click Place an Order above.
The order I placed is not shown in the system. Where is my order?
If you placed your order via touchtone phone, it may take 48 hours for an order to appear in our systems. If you placed your order via our website or with a customer support representative and are unable to locate the order in our system, please contact us.
Can I go to a local retailer to pick up a cord?
No. In order to ensure that consumers receive the appropriate replacement cord for their console, Microsoft is sending replacement cords directly to consumers. Replacement cords are available via this website or our contact numbers.
Can I return my Xbox for a full refund or a new console?
No. This program provides free replacement cords designed to protect consumers from rare overvoltage conditions or mechanical malfunctions that can cause the Xbox console to malfunction and, in some instances, emit smoke or flame. Outside of this program, replacement or repair of your console for any other reason continues to be subject to the terms and conditions of the warranty.
What happens if I choose not to participate? Do I void my warranty? Can I still get my console repaired if necessary?
Microsoft is asking that all consumers check to see if their Xbox consoles require a replacement cord and to get and use the free replacement cord if your console qualifies. This program does not affect your warranty. Your warranty rights and limitations for the console remain the same whether or not you participate in the cord replacement program.
Why does my cord look different from the one my friend received?
Not all cords that Microsoft supplies to program participants will look the same. Which type of cord is shipped will depend on the date the console was manufactured and the country where it is used.
I have not received my cord. Can I get a replacement shipped?
If you have previously placed an order, please click “Check Previous Order” above to track that order. If your order shipped more than 8 weeks ago and you have not received your order, please contact us.
Country Toll-Free Local Numbers(for Mobile Access)
US 866-271-0450 Not Available
México 01 800 123 8568 Not Available
Colombia 01 800 944 0724 Not Available
Canada 866-271-0450 Not Available
UK 0800 0289276 020 7365 1857
Ireland 1800 923947 012421845
France 0800 970 176 0155 698031
België / Belgique 0800 80943 02 700 16 97
Deutschland 0800 0 00 15 21 06950073802
Luxemburg/Luxembourg 0800 21013 00352 3420808165
Österreich 0800 29 51 77 01 7957 60 51
Schweiz 0800 56 14 21 018009662
Italia 800 925244 02 6968 2071
Nederland 0800 020 0371 020 201 5070
Sverige 020 081 03 71 085 853 69 62
Suomi 0800 112 951 09 6937 9742
Danmark 8088 5649 03832 2987
Norge 800 40 975 023162954
Ελλάδα 00 80044148905 Not Available
España 900 81 19 14 0914 533437
Portugal 800 8 44441 0214159104
Taiwan 0800 666 073 2 2192 4553
Hong Kong S.A.R. 800 901 727 3002 7804
Singapore 8008523567 6415 5132
Korea 00798 8 5 219 551 2 3483 1038
Australia 1800 073 897 02 82239524
New Zealand 0800 880 029 09 916 0975
Japan 120558573 (81) 03 3570 8110
Published on the Microsoft website.