Day One Xbox w/Broken Disc Drive

March 23rd, 2015

Microsoft, I have been an avid user of the Microsoft Xbox consoles since the original console released in 2002. I am on my third-generation Xbox One console, and was a “day one” purchaser. I have never had a problem with support from Microsoft in the
time that I have used it's products. It wasn't until my Xbox One optical disc drive began to malfunction that the previous statement changed. I followed all the steps on the Microsoft support website to remedy my Xbox One, nothing worked. The hard reset, the
power being removed from the wall, and the manual eject all failed in helping my situation. I proceeded to go to the online service repair forms, it was there that I started a chat with a representative named Calvin. Calvin was polite in his text and seemed
like he wanted to help. When my serial number for my Xbox One console was looked up, it showed that it had expired on February 15th, 2015. It was then that I asked to be contacted by someone from the customer support, he took my best available number
and I received a call within minutes. When I was speaking with the lady from customer support she informed me that Microsoft gives its customers a twelve month warranty and a thirty day grace period. The representative then informed me that I was six days
out of my grace period and it would cost me $135.00 to send my Xbox One console in for repair. At this point I disagreed with my requirement to pay for my Xbox One console to be repaired, as I have no responsibility in the malfunction of the system. I asked
to speak to a manager, she told me that she could connect me with her floor manager but he will not be able to change anything. I explained, again, my situation to the floor manager Edgar. Edgar reemphasized the fact that my warranty was good for one year
and an extra thirty day grace period. He also explained that I was six days past any period that would allow me to get my Xbox One console repaired without a charge of $135.00. It was then that I explained to Edgar that his information on my Xbox One console
was incorrect. He showed my purchase date being in February of 2014. I clearly own a Xbox One “Day One” edition console. Attached you will see my receipt from the Microsoft store showing an order date of June 11th, 2013. I understand the benefit
of my information being inaccurate, as I would gain additional warranty time from the February purchase date. However, my console came on the verified street delivery date that was stated, which was the release in November. The fact that the information is
run on a system of serial numbers and somehow my serial did not match up with the date in which mine was purchased baffles me. After explaining to him my belief that the repercussions should not fall on me, as I have no control over how the internal hardware
of the Microsoft Xbox One should properly function, he politely danced around the fact that there was nothing he could do to change it. At this time I asked to speak to his superior, which of course he or she was not on site. Edgar then took down my call back
number and stated he would give it to his supervisor and there would be a twenty-four hour turn around on the call back. Before I could say that was fine, Edgar was sure to emphasize that his supervisor could not help my case at all.

Now that its clear the steps I have taken, I would like to get in contact with someone who can explain how my Xbox One console does not show the correct date of purchase, and date of expiration on warranty. Lastly, someone to explain to me how it is
my responsibility to fix internal problems that the Microsoft Xbox One console has been going through. Warranty or not, the product failed one year and three months after it was produced. That lifespan is not acceptable for an item that I paid $534.99 dollars
of my hard earned money. And to now tell me that I have to pay another $135.00 dollars to send it off to Microsoft Xbox for repairs that may or may not be fixed is also unacceptable. The situation might be understandable to me if it were four to five years
old. To sell a product that malfunctions within the first year and a half, and then require customers to pay what is now more than a quarter of an entirely new Xbox One console really makes me think about the commitment I've given to Microsoft and Xbox in
its entirety.

:)

 

Are things getting better for the xb1?

I have owned my Xbox One since the day it was released and have yet to use the disc drive for anything. Hell, mine could be broken, but I'd never even know it.

 

Your disc drive will fail too!

Xbox one has been good eat with BC, ea access, and it runs cool all day. After taking perfect care for my blue Ray discs the Drive broke making weird noises. It just cheap hardware I fear, hope it skips you but just wow, thanks m$. Out of warranty with broken
disc drive.

 

Wow, if this is a known problem, you would think they would treat a long time customer a little better. Not impressed, Microsoft.

 

^ I guess loyalty doesn't mean much to Microsoft. Maybe Sony will treat us better if/when we have problems. This kind of "customer service" is exactly the type of response that would trigger a brand swing in my opinion. Unbelievable.

 

Yep, my roommate's Xbox One (Day One Edition) disc drive broke a few weeks ago. Mine broke today. Currently, we can't register the consoles on the website (generic error message: "Call customer support"), so we can't even start a repair that way, but when
my roommate called last week, customer service told him even though the disc drive issue is a known problem among Day One editions, they are no longer offering repairs for free. It seems we weren't lucky enough to get total lemons, so now not only did we pay
$150 more (we didn't want a kinetic) for being early adopters, but we have to pay $100+ because (once again) Xbox didn't design their console properly.

Sony was my secondary console for the last couple generations, but now that's it's the more powerful console, Microsoft is making this an easy decision. I'm jumping ship.

 

I am experiencing the exact same issue with my disc drive. I preordered mine in June of the launch year as well. Now, none of my discs work in the Xbox One I paid the premium price for. When I insert a disc, it does not even register with the console.
It keeps telling me to insert a disc. DVD movies don't work either. I spoke with chat customer service and the end result is I need to pay $125 to have this fixed. I thought the days of the Xbox 360 repair issues was in the past. I had to sent that thing
in 3 times getting fixed. Come on Microsoft. I have had all Xboxes, I use a Surface and a Windows Phone, I also pay for an xbox music subscription and an office 365 subscription. Not enough money out of me yet?

 

I've got exactly the same problem as well - Day One Edition and it won't play any discs! Haven't contacted support as yet and based on all your posts I'm not looking forward to it!

 

I have this same problem, but ONLY with DVD's (so far). Sadly, I was a fan of our PS4, but it was getting old and Halo was coming out, so XBOX One sounded fantastic. Aside from Halo being a lost cause, about 70% of the DVD's I put in the drive say "Error"
or "Insert Disc". It's been about 7 months now and every time I try to contact Microsoft they don't help at all. This along with their awful XBOX Live services truly makes me regret my decision to leave Sony. I honestly did not have ONE problem with my PS4
in the 4+ years I owned it.