Frustrated with Xbox Series S Performance Issues & Microsoft Support—Seeking Help

Large Lama · Mar 14, 2025

Hello Xbox Community,

I’m reaching out because I’m at my wit’s end with the support I’ve received and the ongoing performance issues with Star Wars Jedi: Survivor on my Xbox Series S. I’ve been struggling with these issues for a while now, and despite contacting Microsoft Support multiple times, I’ve gotten little to no help in resolving the situation.

Here’s a bit of context on what I’ve been going through:

The Issue: Star Wars Jedi: Survivor runs terribly on my Xbox Series S, despite it being advertised as optimized for this system. I’ve encountered severe performance problems, including lag, stuttering, and inconsistensy when panning the camera. In short, the game is unplayable. I recognize NOW after all this trouble that the game only runs at 30 FPS on the Series S, however, this was not advertised on the store page, and I had no idea the game would be completely unplayable. After troubleshooting and trying all recommended solutions, nothing has worked.

My Experience with Microsoft Support: I reached out to Microsoft Support multiple times, hoping to find a solution. I was told the issue was with the developer, and they escalated my case. However, the support team has been inconsistent, unhelpful, and often dismissive. I was advised to contact the game’s developer directly, but there’s no clear way to do so. Furthermore, I’ve never received a direct follow-up from the escalated team. I feel completely disregarded, with no clear path forward.

What I’m Seeking: I’ve been waiting for a resolution that would allow me to either get the game working as it should or make things right with Microsoft. I’ve asked for options like a refund or at least an upgrade to a Series X due to the performance issues, but Microsoft hasn’t been willing to help or communicate openly about any reasonable solutions.

The Emotional Toll: To add to the frustration, this situation has been emotionally draining. It’s not just a gaming issue; it’s a matter of feeling ignored and helpless when all I want is to enjoy my gaming experience without constant technical problems. The lack of support and lack of empathy from Microsoft only makes this worse.

What I’m Asking:

Does anyone else have similar experiences with Jedi: Survivor on Series S?

Has anyone successfully escalated an issue like this with Microsoft Support, and what steps did you take?

Any recommendations for what I can do next? I'm feeling stuck, and it's hard to keep dealing with this constant runaround.

I’m hoping to hear some suggestions from others who may have been through something similar or have advice on how to get proper support. It’s incredibly frustrating when you feel like no one is willing to help, and I just want a solution that works.

Thanks in advance for any help or advice.

:)

Large Lama

Yeah again, this is not helpful. This is basically "look you idiot, you messed up, you're so stupid". I'm aware of these things NOW. I just bought the game because it said it runs on Series S and X, but didn't realize there were problems, I had no reason to think there would be. Sure maybe I made some mistakes here but I'm looking for a way through. Not "you don't have a problem, you're an idiot for doing x,y,z, the game is playable" (this is my opinion, it's not playable so don't tell me what my opinion is). You're clearly not the right person to be dealing with this. Have some humanity. I'm surprised they let you be a moderator. Treat people with respect.

SwordofWhedon

because you're complaining about something that isn't an issue and is something that you can't possibly change and no one has support could ever change for you

Typically series S will not offer performance modes because it doesn't have the spare overhead. Creating 30 additional frames is a 20% performance hit

All you can do is buy a platform that supports your desired frame rates

SwordofWhedon

You purchased a Series S, a system marketed as affordable, as opposed to being centered around performance. 30fps is completely playable, and far beyond human reaction time so it won't affect anything. Y

You called Microsoft support to complain about an EA product, and try to get support they can't provide

You don't have any technical issues.

It was publicized at the time of the game's publication. Many websites did pieces

https://www.youtube.com/watch?v=3iSLf1w3M7A

Like this

Large Lama

Yeah so I'm just looking for some advise as far as a resolution, not unhelpful, unproductive comments like this. I'm failing to understand how this was a positive or helpful response. Let's try this again with either something positive and helpful or nothing at all. You know, the kind of things that would have been taught to a child in the third grade.

Tommy - MSFT

Hello nyushaGN_782.

Welcome to Microsoft Community.

Regarding to your information I assume that you have some issues on VM.

The issue regarding the efficiency of running virtual machines is beyond our scope of support.

For concerns about the performance of Minecraft in a virtual machine, you can visit the official Minecraft website and seek support there.

If the performance of all programs within the virtual machine is severely degraded, you can contact the official support for the virtual

machine to seek assistance.

If there is anything not clear, please do not hesitate to let me know.

Best Regards,

Tommy-MSFT | Microsoft Community Support Specialist

Frustrated with Xbox Series S Performance Issues & Microsoft Support—Seeking Help