Disappointed...is it worth it?!

To whom it may concern,

My husband and I have been using XBOX products since 2001. January 2014 we purchased an XBOX One, as well as an extended warranty plan, a game and a 2nd controller. The total purchase was $707.67. We started to have some minor problems with the console
in March. After several calls and hours of trouble shooting the problems seemed to be resolved. Unfortunately the problems came back and have since gotten progressively worse. The XBOX will turn on but no other voice commands work. Will not connect to xbox
live, or the internet and our connection is great. It will not play games unless I do a hard reset and I’m having to do this at least twice per day. And forget about multiplayer options!
I called customer support for the XBOX one console and spoke with Andy. The options given to me were to send the product in for repair which would take at least 3 weeks or do an advanced exchange, in which case I'd have to authorize a $415 hold on my credit
card. Since I was having several different problems with the console, and the time I'd be without the console with the repair option I wanted to have the console replaced with one that worked properly. I DO NOT have $415 to spare and hold while we wait for
the advanced exchange. The rep said that I did not have to actually have $415 in my acct, I just needed to authorize Microsoft to charge my account if I did not return the defective console. I questioned him several times on this point since it seemed like
a load of crap and a little shady. Reluctantly, I gave the rep my card info, but surprise, he was not able to move forward. He told me that I’d have to call my bank in the morning to auth the charge and then call Microsoft back. At this point my frustration
level was almost at its limit. I asked to speak with a supervisor. I got their supervisors handle “take-over” calls. Anyway, I told the so called supervisor of my frustrations. He did not immediately acknowledge my concerns. In fact he seemed to not be listening
to me at all and I actually had to ask if he was still on the line. He then asked me to go over the entire situation again since the original rep did not advise him of why I was upset to begin with. So once again I go through the entire situation again. He
then tells me that I do in fact have to have the funds available and that it will be held for at least 14 days. I expressed to the supervisor that I did not have a lot of confidence in the repair option, and I especially did not like the idea of having to
be with out the console for almost a month. I asked him what I should expect and he said that they never have a problem with repairing the XBOX One, but then a few moments later he told me that he had to send his in twice. He went on to say that I should have
expected some malfunctions with a new product and that its just how it is. Of course I did not take that well. Call me crazy, but when I purchase a product my expectation is that it works as advertised. I feel like buying the XBOX One was a big mistake. If
your product is defective then you should make it right with as little inconvenience to your customer as possible and at no added expense. I really doubt I will hear anything back from Microsoft regarding my experiences with the Xbox One. I will say that it
is highly unlikely we will be buying anything else from Microsoft and we most certainly will not recommend you to others. I feel sure we will go back the playstation in the future. Anyone know a department I can email with in the company to address this?
Thank you for your time

:)

 

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Are people who smoke disappointed they are smoking... I think the nicotine makes it worth it. Are you disappointed with your choice?

 

is it worth it?

Its alright. Its MUCH different from Blood Money. Blood Money was worth every penny of $60 but this game doesn't quite give you the same enjoyment. So get it get used if you can and save some money.

 

From one gamer to another I feel for you. I know what it's like to have to go through a lot of what you wrote about. As they say, I've been there, done that. But, with that said there really isn't much I could suggest trying that you've probably not tried
already. Emailing Microsoft will probably just add to your frustration levels as whoever you email will no doubt just bounce your email back to support.

The 3 weeks turn around isn't great I know but that's just an estimate. In most cases you'll probably get your console back before the 3 weeks is up. Can I ask, did you buy your console online or from a retailer? If it was from a retailer I'd be inclined
to give them a call and see what can be done in regards to a return and exchange. Same with an online retailer, email them and ask where they stand with returns.

Non of this however excuses the poor customer service you've received, especially from someone who claimed to be an Xbox support supervisor. I hope one of the support team see your topic and act on it. I wish you well and hope you get your problem sorted.

 

In addition to Nine Eight's questions, I would also ask if you've done the Restore Factory Defaults step for your console? There are many occasions in which this is actually helpful, and returns the system to normal operation (the original malfunction being
caused by anything from a problem with system files or updates, or something "glitched" during install.) You won't lose your saves, as those are all backed up to the cloud, you will just need to reinstall any content you own.

I would definitely recommend that, because, as you said it works after doing a hard reset, it seems like if the problem were hardware related, a hard reset shouldn't work at all. Let us know!