Recent experience with Xbox support

Hi,

I recently bought an Xbox One from Amazon. It arrived today and, after setting it up, I noticed the disc drive was making a horrible mechanical clicking sound when I tried to put a game in, and was not reading the disc. After some searching online I saw
this was quite a common problem but Microsoft had apologized for the inconvenience and offered to give everyone experiencing the problem a free download of one of the release titles, as well as sending out a new, working console in the meantime. I entered
a support chat with an adviser only for him to fob me off with some rubbish about it being Amazon's fault and it had been damaged in delivery. I mentioned that there were stories of it all over the internet and he sounded very surprised to hear this and asked
me for a link where I could possibly have read this. He told me to call Amazon and get them to replace the console, which i did. The people at Amazon were very helpful and they have assured me I will have my new working console in the next few days.

I went back to the adviser to ask if I could still claim my free game for the inconvenience, He replied with "Hmm, I remember having those free games way back last year when we initially released the Xbox One" and went on to say that the offer was not for
the disc error, but offered "For the loyalty that the early buyers had shown, Microsoft had offered that free games" (I know this isn't a great use of the English language, I wonder if the issues I have had in communicating come from the adviser not having
a fluent grasp of the English language?)

I mentioned that there were quotes online from Microsoft spokespeople contradicting what he had said and he just stopped replying. I was quite surprised. I still have the window open and have sent numerous messages since, but the adviser has opted to ignore
me.

Without descending into a furious rant, I am frustrated with a few issues here. Firstly, with Microsoft for releasing faulty products (I understand that a small percentage of faults on the initial release of the hardware can be unavoidable, but it doesn't
make me any less irate). Secondly, the attempt from the adviser to make out that I am the first person on earth to have this problem, and that it must be amazon's fault. Thirdly, the rudeness to refuse to speak with me any further when my issue had been far
from resolved. And last, but not least, the fact the i had been offered no such compensation for receiving a faulty product as the spokespeople of Microsoft had promised and I have read of people receiving online.

I have copied and pasted a transcript of the conversation I had with the adviser into a word document for reference. I can produce this is anyone thinks I am paraphrasing or being unfair with anything I have said. I was hoping to put this in the body of
an email to Xbox/Microsoft, but all measures have been taken to hide any contact details, and there is no chance in hell I'm willing to wait another 45 mins to speak with another adviser!

:)

 

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.