Power brick and horrible service

XxINSANExLANExX · May 2, 2014

I have been without my xboxone since march 10th because of my power brick flashing white to orange and stays on orange. Just got my power brick finally yesterday in the mail and once again the *** did same thing as it did when I first had the problem. They
need to just replace the whole crap system. Ive talked to at least 15 reps for the past 2 months and have gotten the run around every time. Horrible serive all around!

:)

aaron3981 · May 2, 2014

Power cord does not connect into power brick tightly - horrible customer service

I recently chatted with a customer service agent regarding the fact that my Xbox One power cord does not stay tightly connected into the power brick. It works when it's connected, but easily becomes dislodged. It has been like this since I purchased my
Xbox One, so figured this should be an easy replacement since it is still under warranty. I spent over an hour on this chat and the solution I was given was either to send in my cord and brick, wait for them to see that it's faulty (which I'm telling them
it is), and then wait for a replacement OR pay $50 for a replacement cord. He even said that I had to pay for the shipping to send it back. I argued the shipping charge and after several back and forth texts he tells me that he's sorry I actually don't have
to pay for the shipping. I wanted to have the replacement sent to me first so that I don't have to go a couple weeks without the use of my Xbox, but apparently that's not an option. I'd rather buy a cord for less money from a third party than go that long
without the use of my Xbox. Is this really the way Microsoft operates? What's the point of having a warranty? I don't see what they have to lose in sending me a cord first along with a prepaid return shipping label. Very disappointed in my experience.

aaron3981 · May 2, 2014

Power cord does not connect into power brick tightly - horrible customer service

The fact that the cords are so readily available and common is exactly the point. It shouldn't have been a big deal to just send a replacement. I realize I can go out and buy one or take one from my desktop computer, and that's likely what I will end up
doing. I feel like Microsoft basically is saying, "We sold you a faulty product? Well you're on your own for that." They should be saying, "We sold you a faulty product? We're sorry. Let us correct this for you." It just says to me that they don't really
care about their customers. It also didn't help that the agent could barely type in English (a couple statements made absolutely no sense), and it took him over a half hour to grasp what I was asking for.

a206inthe925 · May 2, 2014

There's something seriously sideways with their overall replacement process. My power brick started malfunctioning on March 28th. Sent it in for a replacement, and Xbox lost it after it was physically received at their Laredo, TX service center.

Smash-cut to April 28th, 3 live chats and 9 email interchanges later, and their Escalations team canceled the original SR and created a new one in order to provision a replacement power brick. The new SR is now parked in 'In Progress' just like the original
ST did for 4 weeks, and their Escalations team cannot provide an ETA on when it will ship, only stating that their service center 'is a little backed-up'.

Sorry to hear your experience was equally bad, hopefully someone in their escalation phone support department can help you resolve things.

bigbenx88 · Oct 31, 2018

If the new PSU you got is doing the same thing the last one did, then it's most likely that you are setting something up wrong. Are you plugging your PSU into a power strip/surge protector? Doing so can create a draw issue that leads to a lack of adequate
amperage to power the system.

As for the lights, they are fairly simple. If the system is off or in standby mode, then the light should be that orange/amber color. If it's on or updating while in standby, then the light should be white.

Try unplugging your PSU from everything, xbox and outlet both, and then plug it directly into a wall outlet first and then plug it into xbox while watching the light on the PSU. If done right then you should see the light go from amber to white for roughly
5 secs and then go back to amber. After doing this try and turn it on. If it doesn't come on, then you should probably talk to support about swapping out your console.

a206inthe925

There's something seriously sideways with their overall replacement process. My power brick started malfunctioning on March 28th. Sent it in for a replacement, and Xbox lost it after it was physically received at their Laredo, TX service center.

Smash-cut to April 28th, 3 live chats and 9 email interchanges later, and their Escalations team canceled the original SR and created a new one in order to provision a replacement power brick. The new SR is now parked in 'In Progress' just like the original
ST did for 4 weeks, and their Escalations team cannot provide an ETA on when it will ship, only stating that their service center 'is a little backed-up'.

Sorry to hear your experience was equally bad, hopefully someone in their escalation phone support department can help you resolve things.

bigbenx88

If the new PSU you got is doing the same thing the last one did, then it's most likely that you are setting something up wrong. Are you plugging your PSU into a power strip/surge protector? Doing so can create a draw issue that leads to a lack of adequate
amperage to power the system.

As for the lights, they are fairly simple. If the system is off or in standby mode, then the light should be that orange/amber color. If it's on or updating while in standby, then the light should be white.

Try unplugging your PSU from everything, xbox and outlet both, and then plug it directly into a wall outlet first and then plug it into xbox while watching the light on the PSU. If done right then you should see the light go from amber to white for roughly
5 secs and then go back to amber. After doing this try and turn it on. If it doesn't come on, then you should probably talk to support about swapping out your console.

aaron3981

The fact that the cords are so readily available and common is exactly the point. It shouldn't have been a big deal to just send a replacement. I realize I can go out and buy one or take one from my desktop computer, and that's likely what I will end up
doing. I feel like Microsoft basically is saying, "We sold you a faulty product? Well you're on your own for that." They should be saying, "We sold you a faulty product? We're sorry. Let us correct this for you." It just says to me that they don't really
care about their customers. It also didn't help that the agent could barely type in English (a couple statements made absolutely no sense), and it took him over a half hour to grasp what I was asking for.

Internet Expert

The Xbox One power brick is compatible with the standardized
C13 plug. The Xbox One "officially" uses the
C17 plug, which is basically just C13 but without the ground connector in the middle.

You can commonly find these cords on some TVs, desktop computers, and other large electronics. You can even borrow the AC cord from your Xbox 360 console (if you have one). You might have an extra C13 cord laying around, so instead of waiting ages for warranty
replacements, take a look around the house and plug it into the brick.

Maybe one of those extra cords will have a tighter grip on the power brick. Otherwise, I'd just try to keep the power brick in a place where it won't get moved around.

BarcaFutbol101

This sounds like it could be a ventilation issue and you may need to send it in for service. Here is the link to get started

https://support.xbox.com/my-account/warranty-and-service/getting-your-product-serviced

Thanks for the reply, but servicing is not an option for me because I moved from the US to a country not on the supported list for servicing. I left a spare power brick back home in the US. Could using that power brick possibly solve the issue? I can’t tell
if it’s my console or my power brick malfunctioning.

Power brick and horrible service