Headset Adapter Support (Live Chat)

I recently chatted with Xbox Support Personnel regarding multiple failures with the new official MS Headset adapter. To say that I was surprised by their response would be an understatement. I have retained a copy of this chat I will provide it to anyone
who wishes to review it with one request, pass it on to others. After providing detailed information of the issues I am having along with detailed troubleshooting steps (this was my second attempt to correct all the problems I and my friends have been having)
that the only solution was to purchase a Microsoft manufactured headset. This is despite the multiple advertisements indicating the headset adapter will support aftermarket products. Deceptive business practice?

:)

 

Headset mod for turtle beach, astro , triton etc

buy the chat adapter, then spend a few more quid buying the relevant bits to link it all in to the chat adapter as it will give you both chat and audio for your headset anyway, adapter is £20 then maybe another £5 to link the bits in, cheaper than a new headset

 

Headsets ?

atleast MS is making an adapter...wonder what sony is doing I find this funny.







www.vg247.com/.../ps4-wont-support-voice-chat-via-existing-headsets

 

I would like to see the chat if you are willing to provide it. I can't say I promise to pass it on to others, I however will keep an open mind with it.

 

Kim: Hello, thank you for contacting Xbox Customer Support. My name is Kim. How can I help you today?

Steven: I am having significant, on-going issues with the new headset adapter. There should be notes on my account that will detail the troubleshooting efforts I have made with the assistance of support.

Kim: Thank you so much for the info.

Kim: May I please know what happened to your Headset?

Steven: Nothing happened to my headset. The game sound is audible, however the chat sound it at the same lvl as the game sound. Also game sounds bleed over chat sound.

Steven: I also receive a notification indicating I need to update controller despite the fact the controller has been updated.

Kim: May I please have your MS account email?

Steven: *** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. ***

Kim: Thank you so much for the info.

Kim: Steven just a heads up, in case we are having issue with your headset, we can have it repaired or replaced.

Steven: It is not the MS Headset, is an aftermarket headset and I am using the newly released headset adapter.

Kim: I understand that you have issues with the sound that you hear on your headset, is that correct?

Steven: I can hear game sound.

Steven: When in a party, the game sound bleeds over to the chat. Therefore sound quality is seriously degraded. Also party members sound over chat is equal to, or less than the sound coming from the game.

Kim: Thank you so much for the info. Since that is not the MS headset we cant guarantee its effectiveness.

Steven: Can you gaurantee the effectiveness of the headset adapter?

Steven: I would imagine due to the numerous reported problems that it could easily be inferred that the problem not be with the old equipment but rather with a piece of equipment that obviously flawed.

Steven: Also prior to the release the only headsets that were advertised as non-functional with the headset adapter was those that had 2mm connector

Kim: Here is the thing, if you think that the problem is with the headset, my suggestion is to take it back to the store where you purchased it and have it replaced.

Steven: It is not the headset that is the problem. It is my headset adapter as well as the headset adapter my friend has. He has had the exact same problem with the adapter.

Steven: I would hope that with all the sales problems that the XB1 has had vs. the PS4 that MS would make every effort to correct errors they created to ensure the continued loyalty of their customer base. As of yet you have not provided me with a useful
piece of troubleshooting information. Is there another patch coming up? Is there some additional troubleshooting ideas I can try? Why did my controller not register as being connected despite the fact I followed the update instructions to the letter? Why does
my controller still ask me to update it, but when I attempt to do so the update screen indicates that it already has been updated? Why does my controller disconnect when the adapter is plugged in and the only way I can get it to reconnect is to remove/replace
the batteries?

Steven: Not to mention the terrible disconnections or game freezes I get while playing Battlefield 4. But that is a whole other failure that I could save for another chat session.

Kim: I am sorry for the inconvenience that you had to go thru.

Steven: I understand this is new technology and I am willing to be patient with it, but at some point there is simply too much ineptitude to deal with. Not to mention the slap in the face to Day One purchasers that Forza 5 is now free.

Steven: While I appreciate the apology the inconvenience is not something I "had" to go through it is something I and other XB1 purchasers are "GOING" through.

Kim: As for the headset, i recommend having the MS headset so as to ensure a perfect performance.

Steven: . . . so what you are saying is purchase another wireless headset that is of MS manufacturing?

Kim: I understand that this will cost you but that is the only way we can ensure that you wont be having the same issues.

Steven: I think you need to refer this chat to a customer service supervisor. I for one will be maintaining a record of this chat to show the poor customer service actions. So, I purchased an official MS Headset adapter and now I need to spend more money
to get functionality that was promised from the headset literature? Talk about deceptive business practices.

info: Your chat transcript will be sent to *** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. *** at the end of your chat.

Kim: I can provide you the contact number for you to call.

Kim: This is the contact number 800 4699269. PLease call us for the best resolution to your concern.

Steven: I also need you to connect this chat to your supervisor as well as your name and employee identification number

Kim: I am sorry but we are not allowed to disclose our ID numbers. You can reach our supervisors at the number I provided you.

Kim: I have not heard from you for a while. Do you still need assistance?

Steven: So to be clear you have no additional support to provide other than to tell to purchase an MS Headset

Kim: Steven ac you mentioned, nothing happened to your headset and that you can also try to adjust the volume of the headset.

Steven: I think you need to review the lengthy posts I have made here today as well as the lengthy troubleshooting attempts that are detailed in the notes of my account.

Kim: Steven, I understand that you have done the trouble shooting steps and I do appreciate it.

Kim: I have not heard from you for a while. Do you still need assistance?

Kim: I have not heard from you for a while. Do you still need assistance?

Steven: Ok at this point I have spent more time than I have available to spend on this. I will re-contact your company and make a 3rd attempt at a later date.

Kim: I totally understand you on this.

Kim: Is there anything else I can assist you with aside from this?

Steven: Nope

Kim: IF that was everything, I would like to thank you for contacting Xbox customer support. Have a wonderful rest of your day!

 

Unfortunately this isn't really that uncommon. Customer support chats aren't always prepared to troubleshoot every possible problem that comes up. In this case the Rep you spoke with seemed to have little to no knowledge about the headset adapter. As recommending
you buy a MS headset for an adapter made to use other headsets is just beyond silly.

All that aside though. As I understand your problem as you described it. You were having trouble distinguishing chat sound, and game sound. This is to be expected when you have those sounds combined in the same channel. This is something that's been around
for a long time in PC gaming. The only way around it, is to turn down game sound to a level, where you can hear chat sound. Or you can have the game sound played through a different source, such as your TV. This issue is actually a primary reason you have
separate controls on the adapter to adjust game audio volume, and chat audio volume.

There really isn't a way around fixing this other than the suggestions above, turn game volume down and chat volume up, or play game audio through a separate source. Sometimes it sucks since you can miss audible queues from the game, but that's something
you have to accept when combining game and chat sound into one source.

Also, I recommend removing your email address from your post.

 

To supplement what Vegito said, to turn up the chat volume and turn down the game volume tap on the microphone icon on the headset adapter. To turn the game volume back up press the controller icon on the adapter. It defaults to a 50/50 split. It will beep
at you if you get to 100% of either game or chat audio so that you know you will only be hearing either the game or chat and not the other.

 

So what about the in-line controller that is attached via the Turtle Beach (TB) x41 cord? Should you only use the controls on the adapter and disregard the controls on the wireless headset itself and the inline headset connector cord?

 

I found I was having problems with the audio there was a sort of echo/reverb on the game audio. I found out if I turned the volume on the turtle beach headset 100% down and then just used the audio controls on the stereo adapter it fixed the issue.

The problem seems to be I was getting game audio from the TV into the head phones which was going via the volume control on the TB headset wire, and previously on the 360 just the chat was coming from the pad. With the new adapter on the Xbox One it pulls
the game audio and the chat audio via the pad, and I was also getting the game audio from the TV with a slight delay causing the distorted sound.

Basically turn the game volume on the wire control thing on the TB headset fully down and it sorts the distorted game audio.

The way the chat adapter volumes work is the 2 buttons on the left control the balance between game and chat audio, the middle is mute and the two on the right are master volume. This can be confusing as the two on the right used to be chat volume on the
adapter that came with the original Xbox One headset/mic thing.

Hope that helps in some way.

SD

 

On any headset that has its own volume controller, you should set that controller to max volume. Then use the adapters controls to set your chat, and game audio volume to more suitable levels.

Adjusting both controls can lead to odd audio problems as StainableDog describes.

 

In fact the other option is to use the volume control on the wire then hold down the bottom left volume control until it beeps (thats the one with the player and the + sign) that will turn the balance from the pad so its 100% chat audio and no game audio,
then use the volume control on the TB wire to control game audio.

Not sure which will give better audio quality for in game audio or if theres any diff.

 

So the headset adapter does not support wireless headsets?