Free consoles, failed repairs, controller disconnects and a good laugh at my expense

I just wanted to share my customer experience with everyone following a console fault. I'd like to start by saying that I am an advocate of Microsoft and I, until now, always promoted their solutions over competitors however my current experience is pretty
tragic.

So, I had a Xbox One that suffered from random controller disconnects which progressively became worse and resulted in me having to use the repair service. It's never a great feeling to have something break as we all know so I wanted to try everything to
identify or isolate the problem before resorting to sending the console off. Prior to requesting a repair I tried all of the online guidance and in addition, I placed a working console in the exact same position using the exact same controller. That worked
fine so it had to be a problem with the console.

I tried many times to log the support call on 2nd September through the myservice.xbox portal and it gave so many backend errors I was almost at the point of giving up and then it worked. So I print off my label, box it up and with a very heavy heart, send
it off to the Czech Republic for repair hoping that it survives the journey and any over zealous unpackers and repairers. I got an email that said that it had arrived at the service centre on the 9th which was a good update to get as a customer. All going
well so far.

On the 11th, I get an email saying that it is fixed and on it's way back to me. Again, good update and decent turnaround time. Looking back at the email now, it stands out that the serial number of the console has changed from the one that I sent off to
a random other serial number (I'll come back to that).

So, console turns up a day later (12th) and I am astounded by the turnaround time. I am not so surprised when I open the box as it isn't my console. It is a replacement. You get attached to YOUR stuff and I was a little disappointed that it wasn't my console
however, it looked ok. I plugged it in and it made an electrical noise like a vidiprinter from the 1980's, didn't sound safe at all and moreover, the controller randomly disconnected. I am pretty miserable at this point but hey, that's your luck sometimes
so let's be positive.

I was somewhat alarmed at the confrontational paraphernalia that came with this console stating that I had 14 days to return my faulty console as I didn't have a console to send. Mine had been sent earlier to the Czech Republic. In summary, it is broken
AND I am being reminded to send something back or be charged. Oh noes!!

I called Microsoft to report the fault with 'my' console and I was offered an advanced replacement or repair ad as I was going to be without a console for another period of time, I reluctantly gave my credit card details for an advanced repair. At this point
I am still very patient and although I would have appreciated Microsoft to hold their hands up and say hey, we messed up, this one is on us I gave them the digits on one caveat that was stressed. The caveat being that the replacement is a NEW console. This
was agreed, it was stressed again by myself fro clarity and it was clarified as being a new console.

So, I come home from work on the Monday (15th) and I have a card through the door from UPS with no name or detail on I may add. I take some wild guesses at which neighbour that they may have left it at and bring it back home. I open it up and guess what
is in the box! MY console that I sent to the Czech Republic.

At this point I have no clue what is going on however I plug in my repaired console to see if that one works and guess what. NOPE! It has the same problem. GREAT!

So, I call Microsoft again and get through to Tom in Ireland. Very nice chap as it happens. I explain the situation (which takes ages) and I am told to wait for the third console to turn up (the advanced replacement) and then I can send these two back. I
stress that the status of the order has not moved as you would expect a UPS tracking number. Cut a long story sort, I take it on face value, remain positive and I am assured of escalations, call backs etc.

None of this happened and the order does not progress which meant that I was still sitting here today with two broken consoles, one of which sounds dangerous and no call back or update whatsoever so I call Microsoft again. Guess who answers the phone. What
are the chances!

No update, no way forward, no availability to speak to a manager so I am sitting here typing a wall of text for your amusement in the hope that my story resonates with others sharing similar experiences first of all as by the sound of it, Microsoft are neck
deep in problems around orders. Additionally, someone at Microsoft may take pity on my case and actually do something to help me as I am certain that I will still be without a solution, phone call or update same time next week.

The call to Microsoft was so full of waffle and leaks it was embarrassing.

• They have sent advanced replacements made in the last two weeks to the wrong addresses
  
• Advanced replacements were put on hold (without telling customers) due to the problem
  
• First line got a memo this week saying that Advanced replacements began to come off hold and ship on Thurs/Friday this week
  
• Nobody can tell me what I am meant to do next or what the status is of my order
  
• A supervisor cannot speak to me today, tomorrow but maybe Monday morning
• Nobody is willing to help me at all.

I might just plug the faulty console in that sounds electrically unsafe and burn my house down with it. It may get some traction on my issue.

Help me Obi Wan Kenobi.

:)

 

Anyone else?

"fanmail" should be savored and enjoyed amigo......have some free laughs at their expense man....

 

Controllers Frequently Disconnecting

I have the exact same issue. I have another console that works absolutely fine with the same controller in the exact same position as the faulty console. It is definitely a faulty hardware issue not related to interference or caching, settings, update controller
or anything else.

I am going to start a thread separately detailing the absolute gong show that I am going through with Microsoft at the moment. Feel free to drop in and have a laugh at my expense as it is so chaotically and poorly managed by Microsoft it is funny.

 

Good Lucky bro, i have this disconnection problem too, it's annoying. Take a look at us microsoft...

 

First, Davee, I would like to state how sorry I am to see the situation that you are in right now. I can certainly see how frustrating this can be, having two consoles right now that do not work. I'd like to clear up a couple things for you.

The controllers disconnecting is currently something we are looking into. You can keep an eye on
this thread for updates from Miss Diggz. That should at least help you out with one thing.

The console buzzing noise that your unexpected console is making is something that we are also currently investigating. If you could, please send me a private message with the serial number so that we can pass that info along to the right teams. You can do
that by simply clicking the envelope at the end of my post here.

We are aware of the multiple consoles being sent out. You can see in the other thread I posted up that you should receive an email in the next several days detailing what to do with that, if you haven't already received it.

And lastly, I see that you should be getting contacted by Tuesday, and no later. If you do not get a phone call by the end of the day Tuesday, I'd like you to post back up here. I am very interested to know if they don't, and also I would like to know if
they do get a hold of you. Your situation is definitely unique, and I hope we are able to come to a resolution for you.

 

Thanks. I did receive a call today from a Dubin number however I was unable to take the call as I work during the day and nobody bothered to leave a message. I tried returning the call but I just got a beep beep beep. I will send you a message as requested.

I really do hope that a resolution is found for me as this is incredibly difficult to explain and moreover, extremely frustrating. My guess is that I will be contacting you at the end of Tuesday as I very much doubt that another call will be forthcoming.

 

Apologies for the double reply. I am unable to edit the previous post. That thread about disconnecting relates to disconnects subsequent to the September update. For clarity, my console has done this literally since day one i.e. launch day. It has become
worse and I would have logged it sooner but I have had a very busy year and it was down my priority list until recently.

 

Hi, as requested, and as expected, I have had no phone call from Microsoft.

I have another UPS card through my door today. There is nobody in where it has been left so this may, or may not be, a third console. I'll let you know but for now, I have had no contact from Microsoft via email or the phone.

 

Thanks for the update, Davee! That thread is looking to fix the issue in general. The original poster is claiming that it started with the September update, but there are plenty in there that this has been the norm for a while.

Looks like the investigating team attempted to leave a voice mail, but were unable to. They will reach out to you again, but I unfortunately do not have a time frame for this one.

If it is the new console that you got, please do send back the non-functioning device (the one that still does the disconnects from the controller). Please hold on to the one that makes the buzzing noise. I didn't make it clear before, but that noise isn't
dangerous. It's something we are investigating, but I did forget to clarify for you that the console itself is fine.

And lastly, please let me know how the new console (if that is what you received) works for you. I'll keep an eye out for your private message or reply on here.

Again, I am sincerely sorry this is happening. I do hope my update helps comfort you, even just a bit. We look forward to see how the new console works for you, if you did indeed get that!

 

Thanks. I have the third console now and it seems to be working ok. We will see how that goes.

For clarity, I need to box my original console and send it back with the UPS label provided? Will there be further instruction around what to do with the other console at some point?

 

Yes, please do! Since that is the one that does not work right now, that is the one you will want to send back. The extra one you should get further instruction on what to do in an email.

I am very interested in making sure that the new console works for you, so please keep me updated with how it goes! We're looking forward to ensuring that you have been resolved.

 

The latest console seems fine so far. I have been contacted by Chris from your Seattle escalations team and he is owning my issue now. I will keep you updated as this progresses so thanks for your help so far. I do appreciate your interest and support.

 

Beautiful! I am glad he is able to own your case right now. And, yes, please, do keep me updated so I can continue to follow your situation.