I'M LIVVID..... with microsoft's policy

Who is it that decided that the POWER BRICK is an add-on assessory to the console...
My XB1 is 2months old and is very ill.......
1) The "BRICK" makes a loud grinding noise..... as soon as i switch on
2) The console itself FREEZES and sometimes makes a STUTTERING music noise after freezing
3) The XB1 (white) light on front of console and kinect dims very low after a while ov being switched on (although i dont kno if this is a default)
So with this...... i am SPITTING NAILS at microsofts policy reguarding the "BRICK"
it'll take 2-3days for console but 2-3 weeks for the "BRICK"
absolutly obsserd policy........ try telling a 7year old that...
This is the conversation i had a moment ago after speaking to someone on 0800 587 1102
Close chat



You are now chatting with 'Krystal'

Krystal: at 14:52:58

Hello, thank you for contacting Xbox Customer Support. My name is Krystal. Please give me a moment to review your question.

Krystal: at 14:53:03

Thank you so much for patiently waiting. I am sorry if it took you a while to get a chat representative. Good day! Welcome to Xbox, how are you doing.....

jst come off spking to whoo ever to be told that i'm unlucky

carl: at 14:53:46

not very good... thnks for asking

Krystal: at 14:53:55

I hope you are doing well. It will always make me feel better that I have the chance to address your concern for today. No worries, I will personally make sure that this will be taken care of. Really? Do you know the persons name?

carl: at 14:54:59

firstly..... this is not directed at u personally but im frustratedly angry and disapointed with microsoft.... cos my one and only voice isnt gonna really make a difference.... is it

Krystal: at 14:55:38

We sincerely apologize for any inconvenience that this may have caused you. Thank you for being a valued Xbox Live member and for your patience while we work to resolve your issue. What do you mean one and only voice isnt gonna really make a difference?

carl: at 14:56:26

no sorry but if it hlps he too my ref no... that i was given after speaking to a "MELODY L" from yor department

Krystal: at 14:57:11

Just to make sure, melody l is the one who told you that you are unlucky?

carl: at 14:57:56

i mean...... am i really gonna get any hlp/support of solving this situation of being told....... its unlucky that my POWER BRICK is faulty....

carl: at 14:58:41

im not explaining again but the ref no. to this fiasco is.......

Krystal: at 14:58:54

Thanks, checking on it right now.

Krystal: at 15:00:01

Thanks for your patience.

Krystal: at 15:00:13

I can see that you wanted to get the power supply replace at the retailer, right?

carl: at 15:00:23

firstly i was not told by "Melody L" that my power brick was not coverd for an advanced repaired/new collection.....

Krystal: at 15:00:21

Did you go have this replace at the retailer?

carl: at 15:02:01

my xb1 is 2months old...... and after talking to lovely "MelodyL" it was decided to arrange for repair via the 2-5 days option thus giving me the 0800 no.

carl: at 15:02:58

i gave the 0800 no. the ref number reguarding my situation....

Krystal: at 15:03:35

Oh, I would like to set proper expectations that power brick is just an add-on to your console. It means that your console has the main warranty and the power brick is just an add-on.

carl: at 15:03:58

on my understanding a new xb1 would be sent.... and once i received the xbox, i had 14days to return my vry ill xb1

Krystal: at 15:04:40

Yes, that is correct for my xbox one console, Carl.

carl: at 15:05:42

well who's responsible for the power brick..... its redicalas that itll take 2-5days for console but 2-3 weeks for the brick.....

carl: at 15:07:38

then how am i able to use the console in mean time.... thats like saying...... ur stearing wheel is not coverd in yer car.... u cant drive without it.

Krystal: at 15:07:41

It is like a blackberry phone where we can replace it ASAP as long as it is under warranty. However, for the battery of the blackberry, this takes time, Carl. Just like an Xbox Console where the warranty covers the xbox one console only and not the add-ons.
Usually, replacement of the power brick will cost you$50 but since this is an add-on warranty this will be replace for free but would take 2-3 days.

Krystal: at 15:07:51

It is like a blackberry phone where we can replace it ASAP as long as it is under warranty. However, for the battery of the blackberry, this takes time, Carl. Just like an Xbox Console where the warranty covers the xbox one console only and not the add-ons.
Usually, replacement of the power brick will cost you$50 but since this is an add-on warranty this will be replace for free but would take 2-3 days.

Krystal: at 15:08:19

Thats the Microsoft Policy and I dont have any will to break that and also the hardware service center will decide for that matter.

carl: at 15:09:34

althou u (microsoft) make the battery's

carl: at 15:12:05

i'm bitterly dissapointed with microsofts policy try xplaining that to a 7 year old...

Krystal: at 15:12:23

I am really truly sorry for the inconvenience you are having right now regarding with this issue. If only I have the power to make your expectations come true. I will be more than willing and happy to do it right away for you. My hands are tied, only the
main product will have an advanced exchange and not power supply.

carl: at 15:14:06

so roughly how much in £'s is a battery?

Krystal: at 15:14:50

More or less 35 to 50.

carl: at 15:15:36

so wot ur saying is.... its under warrenty to be fixed/repaired but not replaced with a new one yes!

Krystal: at 15:16:11

Fixed, repaired, replaced is under warranty.

carl: at 15:18:05

are we talking about the power pack reguarding Fixed, Repaired, Replace under warranty?

Krystal: at 15:18:18

Yes, that is correct.

carl: at 15:19:49

then why all this (rig-marol) if power pack is under warranty.... i dont understand microsofts logic

Krystal: at 15:20:17

The main warranty is Xbox One console only, the power brick is just an add-on.

Krystal: at 15:20:32

But power brick does not have advanced exchange.

carl: at 15:21:24

how can the policy jst say that.... u cant use the console without it

Krystal: at 15:21:40

I would suggest to contact the hardware support for this, Carl, if you want to dispute more. I'm very positive that this process will direct you towards resolving the issue you are having with today. Is there anything else that I may help you with?

carl: at 15:24:44

yes there is.... i hope u will make a "note" of me mentioning that i will take this redicalass policy further with whoever... i.e Trading Standards, The Ferret, Watchdog etc

carl: at 15:25:19

disapointedly unfair....

Krystal: at 15:25:42

Sure thing, I will properly document this one and I will let my manager know about this. If that is everything, I should be the one thanking you in having some time to part with us in your busy day. We will be most happy to have you back anytime you had
concerns on your Xbox experience. It will always be my pleasure helping you in the best way I can and the only way I know how. I would really appreciate it and I thank you for this. Should you need further assistance, please don't hesitate to contact us back.
We'll be at your beck and call 24/7 including holidays.I hope you have a blessed day! No worries, I will update you on this one if ever there will be a possible compensation
RANT OVER.... although my (VOICE) its not gonna make a blind bit ov notice.............. FRUSTRATED XBOX CUSTOMER
merry xmas microsoft................ best wishes............. NOT!!!!!!!!!!!!!!!!!

:)

 

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I'm curious. If your console is only two months old, why are you contacting Xbox support? Surely it would be much easier to return your console to place of purchase? Under UK consumer law it is the duty of the seller to arrange for replacement or repair
of faulty goods not the manufacturer.

If can either return your console to the store. Or if you purchased online, get in touch with who you purchased the machine from, you will be entitled to a replacement console with power brick there and then.

This is also true even if your purchase was direct from Microsoft via their website.

 

Not true..... i was told by shop that it needs to be sent off for repair and could take 2-3weeks also may take longer due to xmas period....

so with this.... i phones for advanced xchange with microsoft and they said they would replace console but not the battery.... its not under advanced xchange.

 

The shop are trying to pull a fast one!

"Your rights are against the retailer – the company that sold you the product – not the manufacturer, and so you must make any claim against the retailer." -
www.which.co.uk/.../sale-of-goods-act

Good luck & don't let them talk you down... I've insisted on a straight replacement for items, refusing to leave the shop until I was satisfied. Knowledge is power & this is a retailer issue to my mind.