Really Frustrated with the replacement process for my Power Brick....

JasonJ007 · Sep 26, 2014

This is really a post for me to vent however i'm hoping that Microsoft reads these forums too and can do something about this extremely poor experience.

My new Xbox One has a bad power supply. I contacted Microsoft Support on September 1st to open a service request. I was sent an email to first send my old power supply back to Microsoft and then a new one would be shipped. (SR#
[Mod Removed])

On September 9th - my old power supply was received by Microsoft VIA UPS. I have the tracking number and in my countless chats with Microsoft support, they confirm that they have received it. Ever since, my SR remains in 'Order in Progress'. I've used the
chat several times and every time I am provided with a different amount of days that it 'should' take before I receive my new power supply however no one is able or willing to escalate or help further.

On September 23rd, I again spoke with someone (this is now exactly 14 days since the defective power supply was received by Microsoft). This time, I am told that my case was being sent to someone on the Customer Advocacy Team for review and resolution and
they would call me... Guess what, it is now Saturday and no call.

I'm hoping this drawn out process isn't typical of Microsoft Support. I have a new, very expensive paperweight that I cannot use and no one from Microsoft and their team of support reps who all read off of the same odd script (Comments like - 'I got your
back') cannot help me.

I'm soured to this whole process and to my Xbox ... Maybe Sony has the same Customer Support issues however if several people have the same experience as I have, I can definitely see a few converts to the PS4.... possibly myself included.

Can anyone help?

Thanks,

tmlfan007

:)

Ati75 · Sep 27, 2014

Power brick too loud for my taste?

I just got my replacement power brick back and it is absolutely silent! Glad i exchanged it. Instant on is now really something i would use. I'm a happy gamer now. The process went very smooth, i'm impressed by the customer service!

soldado8 G · Sep 27, 2014

replacement power supply with power cord?

Ill be sending the power supply for replacement. Do I have to send the brick with the power cord??

Spyroman12 · Sep 27, 2014

Ugh, people, c'mon, saying your going to PS4 doesn't make us feel obliged to help you. Its honestly annoying.

All the same, here are my thoughts on your process. If your case has been escalated, it does take up to 3 days for them to get back into contact with you, depending on which contact method you choose. Though, they are only working on the week days, so it
is technically 3 business days, so whenever you were escalated, it will be 3 business days before they get back to you. I do admire your patience though, I would have cracked a while ago. If you are not contacted by the 4th business day, just give customer
service a call, and see if they have any updates as to why. Hope this helps

Misses Quinzel · Oct 31, 2018

Hey there, tmlfan007! I am very sorry to see this situation that you're in. Not being able to use your console is certainly frustrating. I've gone ahead and bubbled you up to the proper teams to see if we can get this situation sorted out. Please feel free
to keep us updated on the entire situation!

Misses Quinzel

Hey there, tmlfan007! I am very sorry to see this situation that you're in. Not being able to use your console is certainly frustrating. I've gone ahead and bubbled you up to the proper teams to see if we can get this situation sorted out. Please feel free
to keep us updated on the entire situation!

Spyroman12

Ugh, people, c'mon, saying your going to PS4 doesn't make us feel obliged to help you. Its honestly annoying.

All the same, here are my thoughts on your process. If your case has been escalated, it does take up to 3 days for them to get back into contact with you, depending on which contact method you choose. Though, they are only working on the week days, so it
is technically 3 business days, so whenever you were escalated, it will be 3 business days before they get back to you. I do admire your patience though, I would have cracked a while ago. If you are not contacted by the 4th business day, just give customer
service a call, and see if they have any updates as to why. Hope this helps

Ati75

I just got my replacement power brick back and it is absolutely silent! Glad i exchanged it. Instant on is now really something i would use. I'm a happy gamer now. The process went very smooth, i'm impressed by the customer service!

xCryptic Fusion

Greetings. I'm one of the few people that imported an XBOXONE. I currently live in Indonesia and I have a USA machine. When I received the machine, I was so excited, that I completely forgot about voltage difference between Indo' and US, and I didn't know
that XBOXONE 's PSU don't support multiple voltages. All of my previous consoles were imported, albeit from Singapore. Long story short, I plugged in the PSU into my universal plug power strip, and then... Smoke.

Internet Expert

The power surge may have most likely blown a fuse in the Xbox One's power brick.

The power brick also serves as a surge protector for scenarios like these, so your console should be fine. The power brick, however, will likely need to be replaced.

Get your console's serial number and try to follow the repair process for a replacement power supply here:
https://devicesupport.microsoft.com

You can also contact Xbox Support (phone/chat) for further assistance.

Phone (US/CAN): 1-800-4MY-XBOX

Chat: https://support.xbox.com/contact-us

Really Frustrated with the replacement process for my Power Brick....