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

aaron3981 · Jul 5, 2016

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.

:)

Rudi A.K · Jul 5, 2016

EU Power cord

Hello, I bought my Xbox One from the US but I intend to use it in the EU. I'm getting my power brick replaced by Microsoft to a suitable one but as I understand the replacement does not come with a power cord (the cord that connects the brick to the power
outlet). Does any one know if I can purchase a suitable power cord online? I tried a few google and ebay searches but all the listings are for the entire power brick which I don't need. Thanks

TechSGT1 · Jul 5, 2016

xbox one made a loud pop noise and shut down

I don't mind the way the instructions are worded, EXCEPT the one that says:

"Connect the power supply directly into a wall outlet. Do not use any surge protectors or extension cords, because they can affect the performance of your power supply."

This would be a LOT easier to do, and I would DO It if the darn power supply cord was long enough so that 2 things were possible:

1. You should be able to leave the power brick on a STABE surface, and not have to worry the thing falls off the surface: The Cord is TOO SHORT to allow me to plug the cord directly into the wall, and the brick can hit the floor unexpectedly (as has happened
to me TWICE.

2. The Power cord is not as LONG as the 360's cord: I understand the fact that the new brick has some special surge protection, but in addition to the fact that the cord is too short, the cord connected to the brick can come loose, and fall out of the
brick - I HAVE to use surge supressors in here, because I live in an older building with a generator, and would much rather have it plugged to a suppressor, and have the spike knock out the surge protector, rather then an XBOX One Power Supply.

How does one TELL/ASK XBOX to make a better power Brick/Longer Cord: at least 6 foot would be good, that way the thing stays on the FLOOR???

Brian

Internet Expert · Jul 5, 2016

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.

aaron3981 · Oct 31, 2018

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.

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.

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.

Qwertei

The Issue may not be the Kinect your console, may not be getting enough power to power the Kinect. If your consoles power brick, is connected to any external power source such as a extension cord i'd try moving it, to directly plug it into a outlet. The
US/Canadian Customer Support number is 1-800-4MY-XBOX

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