3 Week old Xbox one WHITE with 'the' noise issues

HI all,

I came here to tell my story and hope to get heard/helped by Microsoft for a change.

After reading the press statments online that Microsoft has autorized themselfes about consoles that produce abnormal noise, and they will directly replace them for NEW consoles without any hastle, i'm having a ton of issues there and is not withouth hastle
like they claim.

I was fed up with the noise and wanted to exchange my Xbox, the retailer didn't want to since it was out of the 14 day period. I contacted support via chat and the agent told me there was no exchange possible and not for a new one as well. I could send mine
in and will be repaired over a timeframe of 10 to 14 working days. I declined and would call support in my own area (The Netherlands). The agent claimed that the exchange was only for the BLACK console and mine was a special edition and did not comply to the
terms of the swap. My console is just a white model nothing special or different other than the color. The white model is just standard issue besides the black one so, i call
[Mod Removed] on that.

The agent then booked in an RMA withouth my consent. I then opened a chat again and the agent was very willing and even called me back during our chat conversation. He apologized and claimed that I ofcourse could get the exchange but he could not guarrantee
i would receive a white one. I said fine, just provide me with a black NEW device or a White NEW device, I don't care at this point. He needed to cancel the RMA first and I needed to contact them back in 2-3 hours.

So 3 hours later I contacted chat again, and got a different agent ofcourse. The agent was willing and wanted to help me but the system was updating or something. But please contact back in a few hours. So I did. Did my story again to another agent who didn't
understand jack [Mod Removed] what I was talking about. After elaborating a couple of times he understood (2 hours chat at that point) and he was going to fix this. I waited in chat for 45 min but the guy never came back to me.

Decided to get Twitter support a go (public support gives more pressure i guess). Well that didn't help much either.

WTF is wrong with Microsoft and their support? My mind is blown by now and I'm sick of it. Whish I whould've kept my PS4 with it's *** controller. I would rather let my hands cramp up then go through this crap.

:)

 

Elite controller low level white noise

I recently purchased an Xbox one elite controller and noticed that it has a low level white noise hiss through the 3.5mm port to a set of earbuds, even with the headphone volume turned all the way down on the dashboard. My white Xbox one S wireless controller
does not have the same issue. There is no low level white noise in the white controller through its 3.5mm jack.

Note, this is NOT the microphone white noise issue that occurs with some headsets.

 

Slender for the XBOX 360

Here if you're that desperate

White noise


White Noise with online multiplayer

they're indie games, its basically Slender and they're $1 each on Xbox

 

Hey there, dread! I'm very sorry to see the situation you are in, and I do hope that I can clear items up here.

Special Edition consoles like the Sunset Overdrive console (the white one) and the Advanced Warfare console (the 1TB console) are unavailable for Advanced Exchange due to limited supply of them. In order to get your console repaired, you will need to send
it in to us to service the console. We are unable to provide an Advanced Exchange console with the console that you have registered with us because it will not allow us to set it up. In order to get an Advanced Exchange, you would need a regular Xbox One registered
with us.

Please try setting up a standard repair through our
Online Service Center to see if you are able to. If you are unable to create the repair on your own, please contact us again via phone or chat to set it up for you. If you continue to run into issues with setting a repair up with our phone or chat support
teams, please post back in here and we will see what our next steps are.

We appreciate your understanding with this whole situation! Feel encouraged to keep us updated on the repair process if you would like.

 

@MissesQuinzel

That does not comply with what Microsoft states in their press releases of 10-09-2014. Claiming that there are consoles out there that produce to much noise and that Microsoft WILL exchange them for NEW consoles. My white console is having noise issues of
what Microsoft is fully aware of and has confirmed this.

If I send in my console like you suggest I will not get a NEW console now do I? I have the feeling that I'm simply being brushed to the curb where I am simply requesting the service Microsoft is saying they would provide to these specific customers. My Xbox
is not even a month old and i kindly request you/microsoft to own up to it's promise.

Souce 1:
www.eurogamer.net/.../2014-09-10-microsoft-pledges-to-replace-recent-batch-of-noisy-xbox-one-consoles

Source 2:
www.ign.com/.../microsoft-to-replace-noisy-xbox-one-consoles

Source 3:
www.cnet.com/.../xbox-one-too-noisy-microsoft-will-replace-it

I can go on for ages with linking to sources, but I have the feeling that won't be necessary

 

Man, I understand how you feel. I get the run around and I have invested so much time trying to get what I am legally entitled to from Microsoft. Unfortunately, doing that takes a lot of time and effort. Too much time and effort on the part of the consumer,
as you have illustrated and I have experienced, myself. I truly hope that they do the right thing and replace the broken console they shipped out to the store you bought it from. I am with you in wishing that I had stuck with Sony Playstation. Microsoft customer
support is severely lacking in it's application. I do feel better reading about other people having similar issues with Microsoft support though, because I know exactly how frustrating it can be and especially considering the fact that the Xbox One is not
aq cheap product to get shafted on. Good luck! I'm rooting for you!

 

Thanks for showing support mate. Sorry to hear you are also facing walls and tons op blockades with Microsoft's lack of support.

I am not willing to sit back and let me be taken for a fool. That's just not going to happen here. Never in any of the press releases Microsoft is referring to Black consoles, but is firmly saying Consoles in general. My white one is a Xbox One console last
time i checked so that should not be an issue.

I can understand that first line support cannot provide me a new console and it has to be escalated to a different department. I work at Customer Service for a Multi-national myself for many years now and I know the walls a first line support agent runs
in to. BUT there should be someone who is not huffing paint all day to realize that I am a customer who needs a different department to handle this and escalates my case internally for investigation. But no, every frikin agent at Microsoft cannot think for
themselves and ALL of them are repeating the same nonsense over and over again. Cause, if I repeat nonsense in the end it must make sense right??........

So the facts:

- Microsoft claims to replace all too noisy consoles for NEW consoles

- I have a too noisy console

- Microsoft (1st line) support cannot process this cause there is no white in stock for replacement

- Microsoft (1st line) support cannot book in a black replacement when a white is registered

- Microsoft (1st line) is not aware of their own internal processes and just say's no

- Microsoft (1st line) should escalate my case to a department that CAN own up to it's promise.

- I'm not going away until I get what Microsoft has offered themselves in their statement.

I'm still waiting for a resolution from Microsoft and will be right here waiting.

 

Thanks Richy,

Funny how support gives you one answer and when you want to open up the discussion by telling them how it is, they act like the topic is closed after their first response.

I'll be on chat in a sec 'again'

 

Hi Ricky,

Well finally after 3 ish months all was sorted. Chat and phone support didn't help me at all but I had my case escalated eventually to Global Escalations in the US. Jon (the rep) did finally assist me over a period of 2 months. I had 2 refurbished WHITE
console replacements but all produced some noise that should not be present.

Eventually I 'gave up' on it and just bought a black version new from the shop. I asked afterwards to Jon (the rep) if I could just return the last received white refurbished console to the repair center and get a refund. He kindly oblidged to that so several
weeks after that confirmation I got a full refund of my pruchase.

Took a lot of work but Jon from Global Escalations was really understanding and very skilled. It just took way longer due to bad refurbished units, but thats not his fault ofc.