Faulty brand new Xbox One and Microsoft have lied and sent me a reconditioned one. Customer ...

So I got a brand new xbox one bundle with kinect and some games for my birthday just before xmas. The noise from the machine is just too loud. It is constant whether the console is on/off, connected to the internet, signed in/out, kinect plugged in/out
etc. I cant sleep because it is excessive so I have to unplug it. The model number is 1450.

I phoned xbox and they say 'We will send you a NEW one, but have to place a holding fee of £283 on a credit card'!!! What? I just bought your defective console and you want to charge for a new one. Well with no other choice, I went ahead. A few days later
I received a REFURBISHED xbox (same defective model number too) and find out the £283 did not include VAT! So £340. They didn't tell me that, nor did they mention I would not get my money back if I didn't return the defective box in 14 days.

I phoned again and some American guy told me he didn't know if I could return the refurbished console, therefore leaving me with the holding fee on a credit card, a defective model and a refurbished defective model. He promised a manager would call me back
to sort this out. Did he request the call? NO! Should I be shocked any more? There is a statement I have since found, which was issued by MS stating customers would be able to exchange their noisy models for 'new systems'.

http://kotaku.com/microsoft-says-theyre-replacing-abnormally-noisy-xbox-o-1632621040

I have again spoken to CS and today been told again I would receive a call from a manager in 30 minutes, well 30 minutes has been and gone! No shockers there then.

So far they have refused a call from a manager, a new console (thats what I originally paid for), and even taken enough money to cover the cost of a new console despite sending me some second hand junk. They have CONNED me. They have currently had £740 of
my money and I have 2 useless consoles.

I have just spoke to a manager who spoke all over me, refused to send the NEW system the promise in their statement, told me to take the console back to the retailer and to top it off called me love!

Shocking customer service.

:)

 

Will you buy a headset?

but they will send a new puck cord for free every time... I went through 4 after the second I lied and said it broke again and they sent me a new one... their Customer service is the best I have ever seen

 

FUMING WITH XBOX ONE SUPPORT!!!!! APPROX £1200 OUT OF POCKET!!!

yes i did get an xbox one with a uk power brick,and no i have not taken the console back to france for a refund,i have had the first console replaced by microsoft,but the replacement console they sent me was pre-owned and faulty rather than a brand new one.

 

Sorry to hear about the issues you have experienced.

The holding fee is to ensure you do return the defective console to them and is to prevent people trying to scam additional consoles by requesting a new machine but not returning the other. They should have also offered the option of no holding fee on the
card but instead wait for you to return your console before sending out a new one.

As the console is so new, it is quicker to return it to the retailer you got it from for a replacement which appears to be what they eventually suggested. UK consumer law allows you that benefit of returning goods to the retailer.

You could return one of the consoles to the retailer and get a replacement for a new console and work to resolve the issue with Microsoft on the second console, if all else fails you can contact Citizens Advice who will help on your behalf to get resolution
- www.citizensadvice.org.uk

 

I understand that MS doesn't want to be scammed, but neither do I. This still doesn't explain why they sent me a reconditioned xbox, when I was told I would get a new one and even the official statement states that I would. It wouldn't be quicker to return
to the retailer as Microsoft could have easily paid UPS for a drop off and pick up and the guy could have waited 2 minutes for me to slide the other console into the box and tape it up, meaning MS wouldn't even have to take a holding fee.

Why did they LIE about how much was going to be held on the credit card too?