Kinect unplugged error message/Microsoft incompetent to send out replacement

​​​​​​​​​​​To whom it may concern,

It is important for me to note that out of the box, voice commands never worked properly. I expected the same from the Kinect 2 that I experienced with the first Kinect. However, I have several friends that have purchased the Xbox one (Thanks
to me convincing them to do so) and they state that theirs work just fine.

On Friday 14, 2014 you guys rolled out a system update to which I feel stopped my Kinect on my Xbox one from working. I didn’t think much of it at first until the following morning when I was waiting for the Kinect to verify me and sign me in,
and it would not. To the top right of the screen, it would state that the Kinect was unplugged; while it was in fact still plugged in. I went through the proper procedures in trouble shooting the system, to which it did not change a thing. Immediately after
trouble shooting, I called Xbox support.

The female rep (I didn’t take down a name) was very nice, and had me trouble shoot my system once again. Eventually she determined that a Kinect replacement was in order. She took down the proper information and I set it up with her so
that the Kinect gets expedited to my house. She told me it would arrive in 3-5 business days. On Friday 21, 2014 I called Xbox support once again to follow up on the replacement Kinect since I have not yet received it. The male rep seemed kind of clueless
as to what was going on. He really did not have much of an answer for me, other than the replacement Kinect had not yet shipped. He told me that I should have received a confirmation email in regards to the replacement order. I
let him know I have checked my spam folder, inbox, and trash box; to which there is no confirmation email for a replacement order. He assured me that the order was input, but that it had not yet gone out.

Why am I being told 3-5 business days to receive the item…why am I being asked if I want to choose the expedited service…If no one has the intentions of shipping the item in a timely manner?! I have been a long time supporter of Xbox,
but it just seems that this has been disappointment after disappointment with the Xbox one. It honestly feels as if you guys rolled out a system that definitely wasn’t ready. As if you guys had us pay for lost wages while you work
out the proper kinks. So, everyone that adopted the system early (The real Xbox supporters) now gets *** over while the later adopters get sweet little bundle deals, and a system that finally works properly.

If you care to keep a customer, contact me.



[Mod Removed - please no personal info]

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Kinect stopped working - Kinect Unplugged status

Hey guys, so we got out Xbox One Day One edition and the Kinect was working totally fine. All of the sudden today in the middle of my hubby playing Battlefield, the Kinect just stopped working mid-game. It was showing that the Kinect was unplugged up in the upper right hand corner of the dashboard. It wasn't unplugged, he tried turning the system off and back on, Unplugging and plugging everything back in, everything he could think of and nothing seemed to fix it. He did some research and it seems that this is affecting Day One systems for some reason, and not all of them at that.

He ended up calling Microsoft at 1-800-4MY-XBOX. They are sending a new Kinect out to us right away and we have to send ours back to them. So if this happens to you, just skip all of the troubleshooting and call Microsoft. This is a known issue and they will hook you up with a replacement ASAP!

 

My Kinect just turned off...???

my kinect died on me randomly. Had to send it in to Microsoft for a replacement.

 

is this why i'm seeing the same thing at the top of my screen about my kinect?

 

I am dealing with the exact same issue. Kinect still hasn't shipped and every time I call I get another excuse. Now they are adding an additional two days for processing. So after taking my credit card for a hold and seven business days later still nothing.

 

Hi there infamousMoni please dont post personal contact info on these forums, they are a publice forum. Sorry to hear that your kinect doesnt work, my best advice keep on nagging support and get names of those you spoke with. I hope everything works out
enjoy xbox one.

 

My story was even worse, same problem after update kinect didnt work. usual troubleshooting steps etc. kept getting told to do the same thing over and over again. In the end i gave up and sent my day one console back to shopto.net and they have sent it
back to Microsoft. Im switching to PS4 as soon as i can afford it

 

Spartan noble thats fine but every new console has it's issues including PS4. Best wishes

 

PS4 hasnt had as many problems as the Xbox One. I loved my Xbox One when it actually worked. Would be nice is MS responded to emails. 3 days of waiting for Curtney from the Microsoft Executive Customer Advocacy and Exceptions Team. Other than email is
there any way of contacting her ?

 

I don't think you'll want hear my story. I submitted a service request on February 9th. Still waiting for the advance shipment because the request didn't process correctly . I'm now searching for the email address of logistics and customer service to share
my thoughts on how to fix what should be a simple problem.

A. Give people a realistic expectation as to when their product will ship.

B. In a case like mine, if the product is sitting in a warehouse, empower a person to manually take action when it's an internal problem.

 

Melvin, I'm sorry to hear about the issues that occurred with the Kinect and not receiving the replacement in a timely manner. In regards to your replacement, have you shipped the non working Kinect in yet? Typically the replacement does not ship until 3
- 5 business days after the defective device has been received.

Having worked in customer service for over a decade and dealing with my own issues, the best advice that I can give you is to always document what your issue is, if there is a ticket / resolution number, the name and company identifier for anyone who you
speak with. Keeping these records can help expedite any issues that you have and ensure that when you are speaking with someone they'll understand when it is necessary to escalate if necessary.

 

Rajesh I belive we all did the advanced replacement where they put a hold on your credit card. That's the concern. We have a pending transaction but we are not receiving a straight answer from Microsoft. Everyone's orders are just sitting in limbo. This
advacacy team doesn't make contact. We call back and the process is started over again. Call back in four days is what we keep getting.

 

the same exact thing happened to me i submitted a request for advanced shipment and the told me 3-5 days i waited until the 5th day i called, they told me it wasn't shipped yet i didn't get an e-mail until i was on the phone they sent me one then and my
kinect didn't get here until the 18th of February i submitted my order February 3rd. I bought my xbox one January 28th and to make my story even better not even 10 minutes ago the second kinect started doing the same thing....so yeah.

 

Everyone that is having this issue needs to know that you can go into a local Microsoft store(provided you have one in your area) and talk to a manager. Explain to them the issue to see if they can help. It is up to the managers discretion to switch out
the kinect for you. I ended up doing that since the customer service number you are supposed to use is completely useless. Throw a fit at the store if you have to. You will get what you need. Worked for me.