My Kinect crapped out on me this morning. It's under warranty. I've heard some pretty bad things about Xbox support, so with it being under warranty will it be hassle free?
I had an original 360 red-ring on me in 2008. Sent it in under warranty, got it repaired, no hassle, had it back in maybe two weeks? Worked fine for another year or so before I traded it in for an S version. I'm sure you'll hear a ton of horror stories, but my one encounter with them was smooth as silk.
I think the horror stories come more from the Xbox Live accounts side of things.
That & hardware that's out of warranty. I had no problems with them when getting my in-warranty hardware fixed. I had mine back in a couple of days (because I live close to where they get shipped to/from here in Canada).
Way back when I had a 360, it red-ringed (of course), and I had to call in to get it fixed. I remember it being surprisingly pleasant.
Nintendo has always been the best support-wise. I had a DS sent to me in a box that I shipped my old one back in (zero downtime). I had a Wii start getting graphics artifacts, and even after I misunderstood their downloadable content policy and had an advance replacement sent, they hooked my Wii's account up with replacement copies of everything I'd lost.
My single experience was quite good... now I presented a (I think) unusual problem which made it more fun...
In case you care, if you can do everything just fine in LIVE with two XBOXes on the same wireless network except play Borderlands (or Borderlands 2) together (even if it had been working just fine for you a couple of days before), consider plugging one into the network with a cable and you should be good.
I've had to contact them once: My monitor's HDMI connection stopped working with the Xbox as a result of the NXE update back in 2008. I called them and answered a bunch of questions. They eventually fixed the issue in a couple of weeks. I was impressed by their response to such a limited compatibility issue. Then again I wasn't the first to call about it and obviously enough people had problems for them to be interested in fixing it.
If you dont want to talk to the support line you can also just submit it on the website and send it in. This is the way I did it last time I had to send in my Xbox and it was really easy. http://support.xbox.com/en-US/xbox-360/repair/repair-process