Horrible Xbox One Experience

I want to start off by saying that I have been loyal to Xbox since the original Xbox. Even after spending money to replace two failed Xbox 360's.

And.

I just got off the phone with Support and my thoughts are a bit all over the place at the moment. So I'll try to break everything down as best I can. Pardon me for the length and any errors may exist.

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My Xbox One experience started off with the headset, that came with my Day One Edition, failing to work out of the box. I was able to replace it completely free of charge as it was within the 30 days. Seemed like a fluke event. Didn't really think anything
of it since these things happen.

About five months later, and my headset stops working again. I was a bit perturbed by this as my friend just got his Xbox One and it might have been the third time that I had used my headset since I got it replaced. I called Microsoft and after expressing,
calmly, my displeasure with another faulty headset, I sent it in to get it replaced. I managed to get reimbursed for the shipping via three months Xbox Live gold added to my account. Honestly, I don't really care for that as I rather have money to do whatever
I please with, but it's better than nothing. Currently, Microsoft will not give customers a pre-paid return label, no matter how many times they have to replace an item. It's also worth noting that I was able to get this "reimbursement"
through Microsoft's Escalation Support.

Still though, not a big deal. Two failed headsets in a row, it's probably just a fluke. Still happy with Xbox, however, slightly frustrated as I also had another issue I had called about.

The other issue was the controller. The left thumbstick began popping/clicking, making Titanfall not quite as enjoyable. It was something that continuously bothered me while moving about the maps. I talked to Microsoft about the issue, but since it was going
to take a month to receive a replacement I decided to keep it for a little longer. My friend who just got his Xbox had some free-time during his vacation which just had started, and thought I would just persevere with the poorly operating thumbstick to help
him adjust to Titanfall. About a month later I called Xbox back and scheduled the controller to be sent in.

I received the headset, and it worked. I have not had anymore headset issue since.

I received my controller. I opened the box. The left trigger was harshly grinding against the inside of the controller. Sometimes I would have to manually push the trigger back out because it would get stuck at a full press. I looked at both triggers and
found that the left trigger had been bent severely. I wasn't completely sure why I was sent a broken controller, but thought perhaps it was because it wasn't packaged properly. It came wrapped in the thinnest piece of bubble wrap I have ever seen and was barely
enough to cover the controller. There was also a lot of space inside the box and was easily moved around. I called Xbox Support and told them that I believe they were improperly packaging the controllers, and that it's probably why the controller arrived broken.

Because this was my second issue with a controller, they agreed to reimburse me for the shipping with another three months of Xbox Live gold, but not with out a fight. I told them that I would like to get the three months of live I previously received for
when I had to send in my headset for the second time. They said that it was not possible. I told them that before the issue was escalated, so I would receive reimbursement because I had to send in the same type of product more than once. That's what their
policy was before. They told me that it wasn't their policy and that they only escalate consoles. I asked as to why I was able to escalate before. I also told them that I deserve to be reimbursed because the controller arrived broken of no fault of my own,
and this is the second instance in which I have to send in the controller and have to pay for shipping. Their answer was that they can only escalate consoles and they don't reimburse for shipping. I asked to talk to a Supervisor, and
only then was I able to receive the three months of Xbox Live gold "reimbursement."

I sent in my controller, and received my new controller a month later.

I opened the box to find a large amount of bubble wrap keeping the controller snug and in place. I was happy that they listened to my critique about the poorly packaged controller. However, when I began using the controller I noticed that the 'A' button
was only elevated half way and felt incredibly soft. At times the 'A' button wouldn't register, which is pretty important in a game like Sunset Overdrive or any other game. So I called Xbox Support yet again, and yet again they put up a fight to give me that
three months of live for a "reimbursement." I had to talk to a Supervisor again, but she was unable to send me all the information since the support service stopped working. I told her just to send me the information when she gets a chance, because she didn't
no how long the service would be down. A couple days later I was sent an email by one of the support staff: [copy/paste with redaction]

"We will be able to escalate this for you, but you will need to call in. Our customer support number is 1-800-4MY-XBOX. You will need to use service reference number **********.



We simply need the account fortified to be able to create the escalation. I know this has been difficult and I will continue to moniter this case to verify that you do receive your controller."



I called in to fortify the account. Xbox support said that it wasn't necessary and it had already been taken care of. After we ended the conversation, I thought perhaps I should make sure and call back to talk to another person. So I did. I ended
up talking to a very kind woman who was perhaps the most helpful person at Xbox Support. She told me that my account was not fortified, but was in fact cancelled. I believe my reaction was, "Whoa! Whaaat?!" It turns out that the escalation was impossible.
She was very apologetic, and after discussing with her supervisor, was able to grant me $10 to my Xbox account. I thought that was really great. It made the reimbursement feel more tangible in that I didn't have to get more Xbox Live, I could put that towards
a game or dlc. She gave me a new Service Request number and I sent in the controller again.



I received the new controller. The right thumbstick is popping and clicking. I rotate to the left, to the right, moved the stick all the way up, or all the way down, it would pop and click. The left trigger had resistance and was grinding slightly.
I managed to fix that issue myself as I noticed that the trigger was sort of jammed under the left bumper, so I pressed it inward and jiggled the trigger and it popped back out into place, and now works smoothly. There is some sort of sticky substance smeared
on the inside of the thumbstick where you would place your thumb. Skin gunk is noticeable all around the thumbsticks. This leads me to believe that this controller wasn't refurbished at all. Otherwise, they would have cleaned it during repairs. It's as if
they are just taking broken controllers people are sending in and then sending them back out again. Why should I believe otherwise if every controller I keep getting is already broken, right out of the box.



So I called in today. Told them I wanted a replacement and reimbursement for shipping. They told me that they don't do any reimbursements. I said have been reimbursed in the past and told her about the history that I have with Xbox Support, broken
controllers and all. She just echoed what she previously said, that they don't do any reimbursements. Then she said that she wouldn't be able to replace the controller because the warranty expired. I told her that the reason why I'm having to call in again
is because I continue to receive broken controllers of no fault of my own, and Microsoft has failed to honor their warranty by sending my broken controllers until the warranty ran out. I got the Supervisor on the phone and discussed it further. She wouldn't
say anything different than what the support agent would say. Just a broken record. She said that my only option is to buy another controller. I believe I replied in the only appropriate way possible and said, "That's ***!" Now yes, I know, that may not have
been entirely appropriate to say, but I have been worn-down, frustrated, exhausted, and abused by Microsoft throughout this experience.



I haven't had a working Xbox controller for several months now. The gaming that I have been able to do is due to my sister visiting for about a week every few months and bringing her controller. Haven't been able to complete any of the games
that I have purchased. Microsoft keeps sending me broken controllers and will not honor their warranty by sending me a working controller. Xbox Support and their policies are awful, and need to be overhauled so customers are treated with the respect they deserve
by providing them a proper service.



I'm not the only one with these controller problems. Many users have reported the same broken controller issues on these forums and others. My sister's right thumbstick on her controller is also popping and clicking. She is outside the warranty
too, but she wouldn't get a working controller back from Microsoft anyhow.



There needs to be changes made at Xbox. Phil Spencer is bringing games, but he needs to bring some real customer support, or else everyone will be attempting to play those games with broken controllers. Until changes are made, I can no longer
continue to support Xbox. I'm done.

:)

 

Horrible Experience

I am very upset as well I hope they fix this (Not That You Bribed Me To Say This Or Anything)

 

Horrible Experience

To whom it may concern,

I have had an unpleasant experience over the past few days to buy an indie game "Zombie Turkey Outbreak." I am outraged over the fact I could not purchase this fine product because of living outside the region in which I can purchase the product. I am also
upset that such a rule exists that you have to live in an area where it can be downloaded. I am truly upset that this fine product is out of my reach. I thought better of Microsoft. I thought the Xbox Live Marketplace supported indie games. You are denying
the game maker/s right to have part of my funds and denying from enjoying their fine product with your region lock. Please address this issue by replying to me in this forum post so we may clear up this misunderstanding as I am quite upset about this issue.

Regards,

TeHWALRUS

 

You need to learn how to use Walmart and stop dealing with Ms customer service. 1. Go to store and buy a new controller and keep receipt. 2. Keep new controller and return old controller and get money back.

 

@Sword StyIe

Sent controller in for replacement.

Microsoft keeps sending me broken controllers.

Latest controller is broken.

Microsoft won't replace because it's past the warranty.

Even though I never received a working controller.

Microsoft is not honoring warranty.

Sent broken controllers instead of working ones until warranty expired.

Hope that's short enough, lol. I should have made a summary of the issue in the beginning. My bad. Was frustrated and wanted to detail everything so people know exactly where I'm coming from.

 

@PICK 34

I'm surprised Xbox Support didn't recommend that. Didn't a support agent suggest that to a customer last Christmas.

But maybe your right. I always like to do things by the book. However, that hasn't gotten me anything but a broken controller and money down the drain.

That doesn't mean that Microsoft shouldn't at least try to support their customers.

 

Shouldn't this topic be called Horrible Xbox One Accessories Experience as the title suggest console issues but anyways i feel for you op and hope you get rolling again in the future with better luck.

 

Yeah, I personally have not had that much misfortune with XBL Support - they've always worked wonderfully for me, but then again, I've never had to send anything in to get fixed/replaced either. In your case, I kind of agree with P34 - you should've just
picked up a new controller from a retailer. It simply saves a lot of hassle, time, and stress for just a few more bucks.

 

Xbox support is atrocious. I used my consumer laws against them when they refused to play ball with my day one controller. I won. I suggest you do something similar, they do nothing until you call their bluff. Good luck

 

Buy a new controller...... done.... why create so much drama?? It's $50........

 

Australia and New Zealand do have stronger consumer rights laws. Xbox Live is helpful when I need to contact them. US$50 is a lot for some peps. The controller has not failed me and have the Xbox 1 Day 1 Edition which came with Kinect. The country where
I live if something falls faulty, authorized retailers over here encourage us to not deal with the manufacturer just bring it in to them and they deal with it. None of this putting a $499 hold on your credit card stuff or waiting x amount of business days
for something which is suppose to be under warranty.

 

[quote user="PICK 34"]

You need to learn how to use Walmart and stop dealing with Ms customer service. 1. Go to store and buy a new controller and keep receipt. 2. Keep new controller and return old controller and get money back.[/quote]

Perhaps some people prefer not committing fraud?

 

@YellowJacket LE

I generalized the title as I did, because I had issues with not just accessories, but also xbox support.

@kingvas78

Why should there be any 'drama' in getting a Day One Edition controller repaired/replaced. Microsoft created the drama by having poor support and quality control. I did the right, and lawful, thing to do and sent in my controller to be repaired.

I don't mind spending $50 every few years for a fresh controller, but I can't justify spending $50 for a controller every four to five months. Microsoft advertised the controllers in a video as having longevity. I have seen nothing but fragility with the
mechanisms installed in these controllers.

 

I just read the Warranty for the Xbox One and Accessories. I found this.

(c) After repair or replacement, Your Xbox One or Accessory will be covered by this warranty for the longer of the remainder of Your original Warranty Period, or 95 days after Microsoft ships it to You. Where required by applicable law, the original Warranty
Period will be deemed to extend for the period of time equal to the time which Your Xbox One or Accessory was in Microsoft’s possession.

So they should still honor a repair/replacement because it is still well within that 95 days that Microsoft has shipped the broken controller.

I'm going call back and try this to see what happens. If nothing, then I will try to get a hold of MajorNelson as I just found the he tends to help in matters like this on reddit. If he can't help, then I will file a complaint with the BBB.

 

@ Lestat

There's nothing fraudulent about that. You're buying a good and returning the exact same good with the same monetary value, there's no monetary or personal gain on my part. I'm getting a working product that I paid my money for. It doesn't hurt Walmart any
way who simply sends it back to MS who shouldn't have released a crap controller in the first place.