Customer Support Nightmare- Disc drive issues

kevgret · Nov 6, 2014

I am having MAJOR issues with customer support in trying to get my xbox one repaired. For the last six months I have been blocked from purchasing anything using my account. I never received ANY communication from microsoft saying my account was blocked
for security reasons. I've made numerous calls to microsoft and to this day my account is still blocked.

It is now to the point where I need to get this correct because my xbox one needs to be repaired. A hold cannot be put on my credit card because of the block and until this is corrected I cannot send my console in for repair.

I received an email saying my block was lifted yesterday (after countless hours on the phone trying to explain this) but sure enough when I called to get my console repaired my card was decline... and so was two others. So my block is still not lifted.

To further complicate the situation last night I spoke with "james" who told me he could not fix my console because I was in the beta program and I would have to go somewhere on the web to get it repaired. I told him this is completely unacceptable and
then James hung up one me. I searched around on the beta program forum and there seems to be no information about this.

I then called back and tried to speak with another customer service rep and my card was still declined.

I am extremely frustrated because my warranty runs out in a few weeks and I have spent about 6 hours speaking with people who have no idea what to do about my problem.

Can ANYONE help me??

:)

TartacusTheGr8 · Nov 6, 2014

Did you receive a free game?

Microsoft announced that they would compensate people with faulty disc drives by offering a free game download. I contacted customer support about my disc drive giving me issues (loud buzzing sound, not the grinding noise people have had) and I received
the new box today. Nothing about a free game though. Anybody else? I have had minor issues with game playability as well.

Rego K · Nov 6, 2014

Not reading FIFA 13

There seems to be a disc reading issue with your console. This can be a general issue with your console or specific to that game. Please follow troubleshooting wizard for disc reading issues from here:

support.xbox.com/.../disc-drive-solution . It might be that you will need to contact Xbox Customer support in the end, as your console might need a repair. If the wizard does not direct you to the correct page, you can find Xbox customer support contact
details from here:
support.xbox.com/.../contact-us

kevgret · Nov 10, 2014

UPDATE: Still no resolution with my broken xbox. This is unacceptable on so many levels... I can't believe microsoft cannot fix this.

kevgret

UPDATE: Still no resolution with my broken xbox. This is unacceptable on so many levels... I can't believe microsoft cannot fix this.

Huggs1

@ J Rich and Nikka - good to hear your issues are sorted but the issue you were having is different to the one being discussed in this thread. With this issue, the disc's are actually read and work fine, but the disc drive makes a unusual noise for 10 seconds
after loading the disc.

@ Edragon - I've had my console replaced by my retailer and the disc drive began making the exact same noise right after the initial update. I'm not prepared to go through a direct replacement with MS after 2 nightmare failed advanced exchanges I went through
last month. I've had little to no success explaining the issue to customer support thus far, hopefully they reported the issue to Tech support like I asked.

More people need to contact support, explain the scenario and try to get them to report the issue to higher support. We need some info on what is causing this problem, it just can't be the case that a number of consoles have suddenly developed this 'fault'
after all this time.

Rego K

There seems to be a disc reading issue with your console. This can be a general issue with your console or specific to that game. Please follow troubleshooting wizard for disc reading issues from here:

support.xbox.com/.../disc-drive-solution . It might be that you will need to contact Xbox Customer support in the end, as your console might need a repair. If the wizard does not direct you to the correct page, you can find Xbox customer support contact
details from here:
support.xbox.com/.../contact-us

DAYWALKER7

Im having the same issue. Microsoft customer support keeps handing me back and forth from place to place.

This is a nightmare.

squid1992

Yeah sounds like you are going through some pretty horrific service too. I've been told that there is a "high volume of complaints" at the moment, which is what I'm currently being fobbed off with. With the severity of complaints that we have, both worth
well over £300.

It's scandalous really, having a customer support team that can only go to one level of helpfulness and then completely crumble after that, becoming absolutely powerless.

I just wish I could get a name or contact details of someone who I could speak to directly to deal with my case. At least that way I would at least get the impression something is being done, rather than just picturing some guy in America twiddling his thumbs
at a keyboard rather than typing my email.

Customer Support Nightmare- Disc drive issues