Kinect stopped working, need advice on repair

SpauldingX · Feb 19, 2014

When I bought my xbox one I was stuck with a giant bundle from newegg with a bunch of stuff I didn't want. Now my kinect stopped working and newegg won't let me return it without the bundled items which I already sold.

I called customer care on the 8th to set up a advance return and was told I would have the replacement connect in 2-3 days. It's been almost two weeks and it still hasnt shipped. I called customer support 6 times and no one has been able to give me a solid
answer. They keep telling me wait another day, and when I ask for a manager they tell me they are sending my ticket to a specialist to resolve.

I feel like no one knows what there doing, they created two service requests for this issue, multiple emails to specialist, and a different story every time, and to top it off they already charged me the $152 for the advance return.

Does anyone know a number to get to a higher tier tech support agent?

:)

ThisParty©FitsHisFace · Feb 19, 2014

August update out now

My Kinect has stopped working. Need some time to test but I find XBox One really sluggish after the August update

movieland · Feb 19, 2014

Kinect stopped working after system update

Kinect stopped working after system update

bigbenx88 · Feb 19, 2014

The Advanced exchange you set up is a fairly standard process. The way it works is they send the request to the service center, who processes the order within 2-3 days. After they process it they should have sent you a confirmation email that it has been
sent with the tracking number for the new unit, which should be to you within 3-5 days from that point.

If you haven't gotten that email after all this time then you may want to call tech support, 800-4-MYXBOX, and talk to a hard ware agent to track the ticket for you.

The "charge" you would typically get hit with is a Pre-Auth they put on your acct as an assurance they get the old unit back. It should only be coming up on your acct as a "Pending Charge" at the absolute most. And you definitely shouldn't be "charged"
anything as you haven't received anything yet. The return clock is 14 days from the point you receive the new unit. I.e. - if you haven't received anything then the clock isn't running, and your not getting charged. But the Pre-Auth may still be there.

If you did in fact get charged though, then they may have to create an escalation ticket for you to get that refunded. The Customer Care Advocacy group handles things like that and they work primarily through email.

Hope this helps.

SpauldingX · Oct 31, 2018

Thanks for the reply Bigben. My issue is that I set up the advance exchange two weeks ago and they still haven't shipped the replacement. I have called support over and over and they keep telling me to wait. There has to be a way to escalate this.

bigbenx88

The Advanced exchange you set up is a fairly standard process. The way it works is they send the request to the service center, who processes the order within 2-3 days. After they process it they should have sent you a confirmation email that it has been
sent with the tracking number for the new unit, which should be to you within 3-5 days from that point.

If you haven't gotten that email after all this time then you may want to call tech support, 800-4-MYXBOX, and talk to a hard ware agent to track the ticket for you.

The "charge" you would typically get hit with is a Pre-Auth they put on your acct as an assurance they get the old unit back. It should only be coming up on your acct as a "Pending Charge" at the absolute most. And you definitely shouldn't be "charged"
anything as you haven't received anything yet. The return clock is 14 days from the point you receive the new unit. I.e. - if you haven't received anything then the clock isn't running, and your not getting charged. But the Pre-Auth may still be there.

If you did in fact get charged though, then they may have to create an escalation ticket for you to get that refunded. The Customer Care Advocacy group handles things like that and they work primarily through email.

Hope this helps.

SpauldingX

Thanks for the reply Bigben. My issue is that I set up the advance exchange two weeks ago and they still haven't shipped the replacement. I have called support over and over and they keep telling me to wait. There has to be a way to escalate this.

Kiddeth

[quote user="MACCA 666MC"]Seeing as the kinect is an integral peripheral to the functioning of the Xbox one, what happens if it breaks and I need to send it for repairs. Are Microsoft going to compensate me and other players for not being able to use the
Xbox one if this happens . If I buy a DVD player and it breaks it doesn't stop my TV working so why should I have to put up with a console that will stop working if a peripheral it uses breaks.

[/quote]

I got to thinking about this question this morning and it occurred to me that if the kinect breaks( unlikely as that is) you will do the same thing as it it was the controller that breaks you get a new one.

Because it is a controller and may need to be replaced at some point this brings up the question of the price for a K2.

Another question has anyone ever heard of a kinect breaking while being used as intended? I'm sure they have broken when being misused but just all of a sudden stop working?

Thorbjørn Jensen

As mentioned above, if bought from a retailer, ask them for a replacement. Otherwise call support and talk to them about how to proceed forward.

Spiff McGee

Did you buy it at a store? If so I would return the Xbox to them to exchange it.

Kinect stopped working, need advice on repair