Brand new Titanfall bundle - broken disc drive and poorly-constructed controller, and ...

I received delivery of my new Xbox One (Titanfall ed.) last Friday, and on unboxing, one of the first things I noticed was that the controller was coming apart on the right-hand side. Then, once I'd got the console set-up, I found that the console didn't
work as it didn't recognise discs. (I tried two separate, brand new games and nothing happened each time, and then followed steps suggested by one of the support agents, to no avail.) I contacted Xbox support numerous times by internet and phone over Friday
and Saturday, trying to arrange a replacement but made no progress because the system, for some reason, wouldn't authorise the replacement. (From what I can tell the problem may have been due to the Titanfall bundle not being on the system.)

Since I got nowhere with arranging a replacement through Microsoft and Xbox support haven't contacted me back as they said they would, I'm now arranging a replacement through Zavvi, the retailer I bought the bundle with. But this isn't convenient as I can't
be home to send away the console or to receive the new one, as I have a job and am not at home during the day. (I took two days off especially so I could take delivery of, and play, my new Xbox One, but can't afford to take more time off at short notice to
deal with yet more deliveries and collections.) At the moment I really have no idea of how I'm going to actually get my hands on a working Xbox One.

So basically, I'm incredibly annoyed about this whole experience. I'm annoyed that the console and controller arrived broken, I'm annoyed that I've spent about 7-8 hours contacting customer services since Friday, I'm annoyed that after three days Microsoft
somehow couldn't even get to the point of authorising a replacement, I'm annoyed that my four-day weekend has been ruined by this crap, and I'm annoyed that Xbox Support haven't called me back when they said they would.

There are clearly serious issues with both the manufacture of the console and the controller, and with the system infrastructure put in place to deal with replacing faulty items. I had similar issues with my Xbox 360, but I thought that Microsoft would have
learned by now.

So, anyway, has anyone else with a Titanfall bundle had this (or a similar) problem and managed to actually get Microsoft to do anything about it?

:)

 

My Xbox One is refusing to read games

Just bought a Forza 5 bundle and am having the same problem. It won't read a brand new Titanfall disc or any of my DVDs. Keep getting the 0x80820002 error. I ordered online, waited a week and a half for it to get here, and now it simply won't do the thing
it was designed to do. Since I ordered an online only bundle, I doubt I can return in store, which means another few weeks of waiting. If they won't swap me out in store, I hope I can at least get on the advanced exchange train from Microsoft.

 

Disc Drive is Grinding! Brand New !!

Just took the XBOX ONE console that Santa left at our house out of the box, put in a brand new game and the disc drive is grinding. Sounds like a bag of hammers inside the disc drive & it won't play a game or DVD / Blue Ray. What do we do? Take it back
to the store at the "North Pole" or call Microsoft? New to XBOX and need some guidance!

 

The controller side panels snap on and off quite easily they are designed that way to hide the screws.

 

Hi Mr Hairs, I am having EXACTLY the same issue. Xbox One bought from Zavvi but shipped with a faulty disc drive.

Microsoft are basically running me around in circles as I want them to do an advance replacement (so I can play my downloaded versions of Titanfall/Fifa14 whilst waiting for the exchange) and like yourself, they are saying that the console's serial number
hasn't been registered by the retailer. They tell me they've passed on the info to a 'higher team' who should have contacted me within 5 days, which has just passed but I have still heard nothing. I rang MS tonight and was basically told by a useless phone
operator called Steve that I could do nothing more but wait.

Zavvi are poor too, they have no contact phone numbers you can ring to speak to them, so you can basically send them an email through their Contact Us page on the site, which takes them a day to reply too, and they seem to have no idea what i'm on about
when I'm telling them they have to register the console as sold with Microsoft...

Ugh so frustrating

 

Thanks for the reply, Bishydoodah - I'm sorry you're going through what sounds like the exact same nonsense as me but it's nice to know I'm not alone.

If you get nowhere with the console registration thing then I'd suggest that you replace the item through Zavvi, though that does mean sending the entire bundle back rather than just the console, as you would through Microsoft, which isn't really convenient.

Although I'm sending mine back through Zavvi now, I'm still expecting to hear back from Microsoft about this and when I do I'm going to pressure them for compensation. When people had similar issues around launch time they were offered a free download code
for a game, and I see no reason why we shouldn't get the same!

 

Still no contact from Microsoft. This is getting absurd.

 

I've chased it up so many times with the same useless lack of answer, its ridiculous now. Zavvi are continuing to be useless. I sent an email to their CEO on Friday (found the address on google) complaining about their service too.

I've given myself a deadline of Monday, if I fail to get a satisfactory resolution from either company then Zavvi are taking back and refunding, and I'm going to buy a new one from a high street shop!

 

Can you keep us informed if you hear back from Microsoft? I'm in the same situation, got my titanfall bundle on launch day, broke the next day. Microsoft wont do the exchange because it's not on their system, its been a week now. I was told on Thursday that
my issue would be taken to someone higher who would get back to me within 5 days :-/

 

I got the same Titanfall bundle on launch day (which had a faulty disc drive). I called Microsoft support day of release, but their call centers were completely full because xbox live went down. Finally on Friday they picked up and I went through the order
process, payed 15$ for who knows what, got forza 5 for free, received no follow-up email, and waited a week. After a week I finally decided that I needed to do something, so I checked the order status "order cancellation failed." I never tried to cancel the
order though! so I called Microsoft support and I was told that the issue would be escalated, yet again, no follow-up. After this I contacted Microsoft chat support, and they told me that my issue was sent to their "advocacy team" and that they put my issue
on priority so instead of 2 weeks they would email me in 3-5 business days.(by now it has been over a week since I filed for the advanced exchange, and a week and a half since I first tried to contact them). The 15$ was charged on my credit card and now I
have to wait for 3-5 once the weekend is over to even get support. Did anybody else have any similar problems?

 

@Bishydoodah - Thanks for mentioning that about contacting the CEO of Zavvi - I've tried contacting Zavvi to complain through all the usual channels but they either don't respond or respond without properly acknowledging my complaint, so maybe we'll have
more luck if we go directly to the CEO.

@Ganner87 + AdmittingFaun82 - I'm still in a similar situation to you guys. While I'm *trying* to arrange for an exchange through Zavvi, I'm still expecting to hear back from MS (because as far as they know, I'm still trying to arrange an exchange through
them). As with AdmittingFaun82's situation, my case has been 'escalated' to the advocacy team but so far this has meant nothing, as they haven't contacted me back within the promised time frame.

@AdmittingFaun82 - I'm not sure why you should have had to pay anything to MS to get this sorted. The only 'charge' of any sort that was ever mentioned to me was a 'holding charge', which is a security precaution that MS take when doing an 'advanced exchange'
(because an advanced exchange involves giving you a new Xbox and then later picking up the faulty one, and they want to protect themselves against the possibility of you scamming them and keeping both). From what I could tell though, the holding charge wouldn't
actually take anything from your bank account, even temporarily, so I'd question this if I were you.

 

Hi Guys,

@AdmittingFaun82 What does "order cancellation failed." even mean? I have filed for advance exchange also and this shows for the xbox one. I'm pretty angry at this stage. Its 25th of March and I havent been able to play something I paid €499 for!! Everytime
I call them its like a new issue even when I give my reference numbers. My console was fine, updated. Turned it off, next day turned it to dl titanfall... turned of. Turns off, freezes of just shows a black screen. The kinect makes an audible consistant buzzing
noise thats not present on my friends ones. I ordered from microsoft store aswell... if I returned to them they couldnt replace, just refund and then i could purchase again when the refund goes through (7 to 10 days after the receive the console). The main
reason I'm *** is I've been a fairly loyal customer to them, done everything right and yet the dont seem to meet me halfway!!

 

@Dense Body The support is becoming even worse, they are telling me that they will email me 100% on Friday because they did a "personal follow up" which they didn't, and they are making up phrases to make it seem like they are helping me, Ridiculous!

@Mr Hairs they said the 15$ charge was a new thing put in place, it covers some random charge that doesn't make sense. And there is also the hold on the xbox. We did question them many many times about the 15$ but they said they had to do it and there was
no bypass. I am STILL having isues with them and they continuously promise me that i will get an email soon, which is a lie. I hope Microsoft realizes that if they keep doing this, they will be losing thousands and thousands of dollars. If i convince ten people
not to buy an xbox one, the company loses 5 thousand dollars, plus about 200 for the games people buy, and i know for a fact i can convince more than 10 people not to buy a broken $500 dollar box that they have to pay $15 dollars to be told it will get fixed
by about 10 different people (that they have to call over and over again) and never actually get the issue resolved. It is a scam that will indefinitely get escalated to big media sites and the xbox one profits will come crashing down, all because they don't
care about each individual customer (who their average profit from is likely $1000)

 

I gave up and bought another console from Argos, knowing that I'll get a refund from Zavvi eventually. They did collect the console, so I am now just awaiting the money to be returned.

Both Zavvi and Microsoft are useless though, and I am going to make formal complaints to both.

 

@AdmittingFaun82 I'm in the same boat, my advanced exchange was finally processed last Wednesday, 12 days after I bought the xbox, which broke the following day. I was told a new Xbox would be sent to me within 3-5 working days, i'd also get sent an e-mail
with tracking numbers etc. It's now the 4th day of the 5 and still no e-mail to say the exchange has been processed and its on its way. I was also told the highest form of support team (the advocacy team) would contact me by e-mail about the issue within 5
days. So far its been 11 days since I was told this and I haven't heard from them. It's just getting ridiculous.