My Xbox Support Experience

So I bought a brand new Xbox One S from Microsoft about 2 months ago, and the controller's aux hole already doesn't work. When I plug my headset in, I can't hear anything and the Xbox doesn't detect a microphone. I know it isn't my headset because the
headset works with my computer and other headsets don't work with the Xbox. I wanted to talk with somebody to find out options for repair and replacement, but after over an hour of searching, I couldn't find a single actual human. Furthermore, my only free
replacement option is to drive 2 hours each way to the closest Microsoft Store, even though the Xbox itself is still under warranty. Just wanted to share my experience and see if there was anything else I could do other than buy another new controller even
though mine is only 2 months old.

:)

 

My Experience with Xbox Support

Hi, I fully sympathise with your issue and the frustration which I know any problem can cause to us avid gamers. Could I try and explain some areas to you which may help. All big companies and Microsoft is no exception often receive thousands upon thousands
of support calls and many of these are from users which are a lot less technical than yourself. For this reason they have to employ some kind of front end filtering of callers which have very simple issue which are easily fixed by following some simple diagnostics.
This can be very frustrating to us techies when we know we have been through all of these things already but alas we have to endure it. And . . lets be honest we all had to start somewhere. With regard to the controller fault, it doesn't seem to be as common
as might sound. Yes it is easy to Google and find the issue and others with the problem but as a percentage of the number of controllers currently out there it is actually very very small. If you have had to pay out for a new controller I am sure that if there
was some kind of drifting problem with early controllers (although I am a number of my colleagues have day one edition controllers and never seen this) that it is probably sorted now and your new controller will be fine. If it is any consolation, Sony are
another big company and employ the same 1st level call filtering. Stay with us bro and keep the faith.

 

My Experience with Xbox Support

As a loyal Xbox consumer I have always believed Xbox support to be absolutely useless. The experience I had on July 6th, 2015 confirmed this.

Controller issue:

Before I go in depth on this issue I need to explain why I had to call Xbox support to begin with. My Xbox One controller suddenly started to do commands that I didn't want to do. A good example of this would be in a game of Destiny where suddenly my character
would look up into the sky without me touching anything. This is something only the right analog stick can do. The issue started to become worse overtime eventually affecting my A button. After doing some research on the issue I've come find that this issue
is very common and is actually called "drifting".

Xbox Support call #1:

My first call with Xbox support put me through to talk with a female representative who goes by the name of Amber. She ran me through pointless troubleshooting methods(that I already tried before even calling) and still wasn't able find a solution to this
very common issue. After 30 minutes of talking to Amber I realized I wasn't going to get anywhere with her so I ended the call.

Xbox Support call #2:

Two days later and the issue still exist. At this point the drifting was so bad to the point that it interfered with my gameplay. This obviously caused frustration. So I call again and after being on hold for 20 minutes I was finally put through with another
female representative who goes by the name Duronda. In this phone call I explained to her that I already tried the pointless trouble shooting methods and that after doing some research I've come to the conclusion that this issue is very common. Even after
explaining how this issue is affecting my gameplay apparently Duronda already knew what the issue was. Eventually Duronda told me that she would fill out a registration so I could get my replacement controller shipped to me within 10 days. Hooray!

Xbox Support call #3:

It is now July 6 and I get my package. As I'm holding this package I realized that the package felt empty. This started to make me think that Xbox made me wait a week just so I could get an empty box to send my controller in. Clearly this caused more frustration.
I opened the box and what I see is a battery pack door for the Xbox One controller. I immediately called Xbox support to let out my frustration and question as to why they would make me wait 10 days just to get something I never requested for. In this moment
in time I was speaking with a male representative named Miguel. After talking with Miguel he tells me that the reason why I got a battery pack in the mail is because my warranty expired June 30th therefore they couldn't send me a replacement controller. Please
note that as of today I'm writing this post June 30th was literally a week ago.

After talking to Miquel for an hour as to why should I invest $60+ into a controller that I know is going to have the same issue next time around he puts me through to his floor manager named Mario. At this point after explaining to Mario that the fact he's
going to tell me that I need to spend money on another controller even though Xbox is aware this issue is common is a very shady business practice and after that I decided that this will be the final time I ever call Xbox support.

TL;DR:

I had to call Xbox support 3 times only to be told that I have no other option but to spend another $60+ on a controller for an issue that's common among other Xbox consumers, and that this issue is bound to happen next time around.

 

Hello William,

Thank you for bringing this issue to our attention. We recommend creating a repair order through the

Microsoft hardware website. Be sure to let us know the results!

 

Hello!

All accessories come with a 90 day warranty. You should be able to get it exchanged under warranty either in store or online.

 

Good day

Will need to request a service/repair on the controller on the website that XBF Leonzo G has provided a link for.

 

Luckily it's still under warranty. If you do need to chat with a live person you can do it

here.

If you do not see the chat option choose a different issue until the chat with Xbox support is an option. It's just as good as speaking on the phone.