Questions about the Advanced Exchange

Because no-one answers question in any of the other sections.

The reason that I've made this thread is, despite some of my own comments on it, the fan noise my Xbox One makes is starting to gnaw at me a little bit (despite the fact that the noise does absolutely nothing to harm the console). It may even have gotten
louder, but I'm not sure.

To put things in perspective, the average temperature of my house is +90 degrees Fahrenheit due to a broken air conditioner. The Xbox One manual says that the Xbox One operating temperature is from +41 degrees Fahrenheit to +95 degrees Fahrenheit. It could
just be that the temperature of my house is taxing the Xbox One cooling system a little bit more.

Now, before you think of saying anything about dust, I clean my Xbox One before and after each use, and then put a dust cover on it when I'm not using it. Also, I know someone who, as far as I am aware, has not bothered to clean their Xbox One once; it runs
whisper-quiet. This video is a good example of a similar noise difference:

1: I've heard mostly good things about the Advanced Exchange program. There is only one incident where the replacement console had the same issue as the original that I know of, and is found in this video.


I certainly wouldn't want to bother getting my Xbox One replaced if I end up with an equally annoying model. What do I do if that happens? Send the replacement back for yet another replacement?

2: Is there any chance that Microsoft could receive my original Xbox One after I send it in, wait for the remainder of 14 days to run out, and then claim they never received it, just to charge me $400? How would I know if they were lying about it? And even
if I did, what could I do about it?

3: This is more of a point about hesitation than a question. If I got my Xbox One replaced, I would have to re-download all of the updates and all of my games. This part is a huge bummer, particularly because I own The Master Chief Collection, which took
me six hours to originally download; and that doesn't even include ODST. This by itself almost outweighs any benefit of a quieter console, at least for me.

I think that's about it. Any replies are greatly appreciated. Thanks.

:)

 

Advanced exchange program question

As someone who went through the same thing, and knows someone that works there, let me lay it out for you.

When you send your component back, it gets scanned in at the service center loading dock, i.e. they scan the code on the shipping label and that tells them to shuffle it off to the "Kinect department". They will pop it open, verify the serial number and
then update the repair order. This whole process, from the point it's received on the dock and then checked in the appropriate warehouse, can take anywhere from 4-7 days.

Now the actual charge, even though they tell you 15 days, doesn't actually go through until about 30 days. MS knows that things happen and they give you a lot of leeway. The posts from others on the forums are just one side of the convo. And that 15 days
doesn't even start until you receive the new unit, so you have until 4/17 before you even get the warning email, which you'll probably never see because they'll have it checked in long before that.

And good on you remember to get your return shipping tracking number. With that in your possession you're golden. Good luck, not that you need it.

 

Advanced exchange program question

Hey all,

So a few weeks ago my kinect randomly bricked and stopped receiving power. There was no way to fix it so I called MS and they arranged an advanced exchange for me. It was arranged on 3/26, and everything went smoothly. I received the new Kinect on 4/2 and
it works flawlessly. On that same day I slapped the return label on the box and sent my old kinect back. According to the tracking number, they received it yesterday (4/8), but they still haven't took the hold off my card. I called support and asked them why
they haven't took it off and they said it is still within the time frame of them not scanning it into the system. The lady said she put the tracking number onto my account as a reference that I sent it back. She said I should be fine and wait until Friday
(4/11) to see if they take the hold off. So obviously I shouldn't be worrying about this, but all these posts from people who went through the exchange on these forums can say otherwise. I have seen so many people being charged, even though they sent their
product back to MS. I don't know, maybe it could be my anxiety taking over. So my question is to those of you who did the exchange; how long did it take MS to take the hold off your cards after they received your defective/broken product?

 

OP, I have had 3 consoles (X1) replaced on the Advanced Exchange program. It is a great service! Yes, you will have to start fresh with the new console, but a couple hours/overnight of downloads vs a dud console is an easy decision. 2 day turn around....
great service by MS! Just make sure you follow the rules.... don't mess around sending your dud console back.... you have equal responsibility in this process..... and make sure all disc's are removed form the console before you ship t back... LOL.... (memories)....

 

Thanks. That reinforces the mostly good feedback I've heard on it. My console functions fine, I couldn't really call it a dud, it's just rather noisy.

 

@kingvas78: On second thought, your comment is somewhat of a double-edged sword. If you had to get three consoles replaced via the advanced exchange, then it sounds as if Microsoft was sending you dodgy consoles. Did they all develop problems?

 

Not quite sure myself JL, but I'll try to answer.

1. Yeah, probably till they give you a good one!

2. That would be pretty dooshy of them, I don't think they would.

3. Yeah, you have to re-download everything!

I also had one small question. Is the advanced exchange something you do when your warranty runs out or can you do it anytime when your Xbox is messing up? I'll have 2 years left on my warranty next month.

 

@JL,My first console had a disc drive failure, my second console had hardware issue (cant remember what it was), my third console died after a preview program update....

 

Well, I think I shall try doing a hard reset first to see if that changes anything, and changing my console settings to instant-on, instead of energy saver. Might make a difference.

 

Get the exchange, for sending in your console for repair can take some time (Weeks even) and if Xbox repair centers are anything like they were back in 2002.

You're likely to get back a console with more problems than it left with.

And they don't extend your warranty by those day's/weeks that your system was out for repair. So your actually loosing warranted time by sending in for repairs as well.

So the best way to go is via the exchange services IMO.

 

If you have a Microsoft store in your area, bring it there and you will walk out the door with a working console. That's what I did a year ago, mine had a bad disc drive. I also purchased a extended warranty that covers the Kinect and controller. (also purchased
a game when I was there LOL) It was a easy process. They hooked up mine and it was making a grinding noise and the worker said that's good enough for me. I'll get you a new one. About an hour later from when I first walked in I was driving home with my new
(to me) Xbox One. Easy Breezy.

Good luck.

 

I don't believe I have a Microsoft store in my area, although I can check. I don't intend to get it serviced, either, too many horror stories.

I've investigated the noise further, and I have reason it may not actually be just the fan, but a combination of the fan and the HDD. My console is whisper quiet when I'm not playing games. It's whisper quiet even when I'm simply updating a game, or running
an app, but the fan area does get somewhat noisy whenever I actually play a game. Furthermore, the noise is different depending on what game I'm playing. So it could be the HDD.. but I really have no way of telling.

Let me reiterate, however, that I have experienced no functionality or gameplay issues. Well, other than what is the norm for the Xbox One's occasionally glitchy OS. This is consistent with Microsoft's statement a while back that such noises as I am describing
don't cause the console any harm.

 

@GhostRider2k2: I purchased my Xbox One almost a year ago, and it was not from a Microsoft Store. I have about two months left on my Warranty, and after reading through the conditions required for you to exchange or return a device at the Microsoft Store,
it doesn't sound like I'm eligible. Did you get your original Xbox One from a Microsoft Store?

 

I received an email about the advanced exchange that said not to send any accessories back with the console. I was told that this means not to send the controller, but does it also mean the power brick, cords, and hdmi?

 

It is very clearly stated what to send back..... just the console. All other components would be separate service requests.

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It is an awesome service provided by MS...