useless support chat transcript

Haha this support worker actually told me my only option was to pay for a repair or to find a way to get a second controller. I wonder how many chat transcripts I'm going to have to post till I get someone useful.

Hi, thanks for visiting Xbox Support! I'm Aster M..

8:37 pm

Aster M.

Hi *******! How are you doing so far aside from the concern you have for today?

8:37 pm

Me

Not good. My console is not picking up sound for mic and I have ruled out the possibility of it being my mic or controller's fault but I spoke to some idiot on here yesterday who didn't know what they were talking about. Would you like me to copy and paste
our chat or do you want me to explain it all seperately?

8:39 pm

Aster M.

I'm sorry to hear that. No worries, you got me! I will do my best to be able to help you resolve the issue right away.

8:39 pm

Aster M.

I can check on your previous chat to gather more info about this case

8:40 pm

Aster M.

Rest assured that we will work on this together to get more options

8:40 pm

Aster M.

May I have your gamertag please?

8:40 pm

Me

ok, well you can go ahead and do that. my gamertag is redraptor987 you can get everything you need to know from my previous chat and please ignore your troubleshooting steps and believe me when I say my mic and controller are working fine

8:41 pm

Aster M.

I can see where you are coming from with that, ******. Please do understand at the same time that as support, we do provide troubleshooting steps to try and fix the issue. For there could factors that could cause this and can be isolated by doing the troubleshooting
steps. As this can help us conclude which device or what could be causing this issue

8:42 pm

Me

I did do her troubleshooting steps. but then she started saying really stupid things and I lost my temper. Did you read our chat

8:43 pm

Aster M.

Getting there

8:43 pm

Aster M.

Please allow me few minutes to review on your chat.

8:43 pm

Me

ok

8:43 pm

Aster M.

Appreciate the long wait.

8:47 pm

Aster M.

I gathered all the info I needed. So basically the headset and mic works when you use it on your PC, yes?

8:48 pm

Me

yes. it works in the xbox app too

8:48 pm

Me

but not on the console

8:48 pm

Aster M.

From that info alone, I can think of two things. I wanted to be straight here with you as I know you were able to do some steps already to try and get this back to work

8:49 pm

Aster M.

So here's one

8:49 pm

Me

ok

8:50 pm

Aster M.

As we can see that it's working on PC without issues, we can start that it's caused by the controller. Yes, you can say that you can hear others but it does not necessarily mean that it's working perfectly fine. Since If it does, it should work out right
away. That's why Janice was trying to have you test your headset on a different controller to isolate the issue if it does happen on a different controller. Coz if it does, then we can conclude the issue is with the controller

8:51 pm

Aster M.

So the second thing I can think off is this

8:51 pm

Aster M.

This is most likely what's causing it. Games ports are virtual ports on the router itself. If these are not opened, there may be some restrictions or limitations that the console may experience, hence constant in game disconnects may happen or limitations
on party chats, too. Though, this will not mean that the console is not connected to the internet -- it is, but the connection is limited. It's possible that the ISP got some outages or maintenance on which ports specifically for the console were altered.
Thus, causing the settings got back to defaults

8:53 pm

Aster M.

So inline to those 2 possible reasons, here's what we can further do

8:53 pm

Me

well I recently enabled all ports (DMZ) so I know that that is not the issue

8:54 pm

Aster M.

Thanks for letting me know. When was that exactly prior to having the issue with your headset/controller?

8:54 pm

Me

a couple weeks, and I doubt it changed itself

8:55 pm

Aster M.

I see. Usually, we could not notice it specially if this is caused by some updates or maintenance on your ISP's side. But with all that, I wanted to exhaust all possible options that's why I am getting this info.

8:57 pm

Aster M.

Going back, here are the 2 things that can be tried to determine the real cause and can help us resolve the issue

8:57 pm

Aster M.

What I can highly suggest the same thing on what Janice mentioned is to borrow a different controller that we can use to test your headset. That's the best way to isolate issues like this. Second, is to have your network ports which I will be posting below
check straight from your ISP. For you mentioned that you did open them manually weeks before the issue occurred, there could be happenings in between those times on which could have triggered the issue

8:59 pm

Aster M.

What I am sure here though is that it's not the console causing the issue. I believe it's either of the two from my experience dealing this situations

8:59 pm

Me

no, nothing has happened. My ISP used remote access to enable everything. And I can't borrow a controller

9:00 pm

Me

have you ever dealt with a situation where the mic doesn't work with the xbox but it works with the pc?

9:00 pm

Aster M.

I totally understand and get your point on this. At the same time, just providing you options that suits this certain issue

9:01 pm

Aster M.

Yes, *******. That's why I did start off on the option regarding testing your headset on a different controller. It's really the first thing that I can think off

9:01 pm

Me

well not everyone can go round borrowing controllers and headsets and usb cables

9:01 pm

Aster M.

I one thing for sure know that feeling with a neighborhood not fond of using gaming consoles. But at the same time, I really wanted to make sure these 2 options are tried to help us isolate this further, ******.

9:03 pm

Aster M.

I do apologize for the inconvenience you experienced with your previous chat but I really am certain about the info I provided you about this situation

9:04 pm

Me

well I don't have this option, understand that

9:04 pm

Me

no you're not certain, you're just reading the troubleshooting steps. no offense but you're not an expert on software, you just read instructions off a list

9:04 pm

Aster M.

I understand. I really do. I just don't want to put this case into assumption on getting the wrong resolution. Since if these options could not be tried, we can say that we may need to send a wrong device for service and I don't want that to happen too.

9:05 pm

Me

I don't have anyone to borrow it from, what do you want me to do?

9:06 pm

Aster M.

Oh! I see. I understand and respect that out of you. I am just being honest here on providing you options. I know how you feel about your situation on getting that frustrations but if the above options could not be tested, we could be going to assumptions
of sending a device on service but not certain as to what is the correct device we should send back

9:08 pm

Me

my warranty has expired so will it still be free?

9:09 pm

Aster M.

If the accessory is expired, I am sorry to say that options for service for accessories are only covered under warranty. Since the console and Kinect only does have options for repairs while accessories are for replacements that are covered by the warrant

9:11 pm

Me

well I am not paying more money to send in my console when my console might not be the problem. it might be the xbox servers. so find another option

9:12 pm

Aster M.

Not necessarily the console but it's for the accessory which could be the controller, ******. As for the servers, we have not received any reports today about this certain issue as the Xbox servers are up and running too.

9:14 pm

Me

I am NOT paying a PENNY. it is your duty to find a solution, now do it

9:15 pm

Aster M.

I totally understand and get your point on this matter. We are not forcing you on anything and please do understand as a support, we are providing options about this. If we could not do the options, I'm afraid to say that we could not further determine what
is the main reason causing this

9:17 pm

Me

well find an option that doesn't involve me paying. If you don't I will keep coming back here and pestering support until they do. your choice

9:18 pm

Aster M.

We would not stop you from anything, *******. Really providing you all the options and info about this matter. If you will contact us back, you would most likely be getting the same info to first determine the cause of the issue before concluding the actions
that will be made next.

9:20 pm

Me

ok well I have done all the troubleshooting steps that doesn't involve me paying

9:21 pm

Me

I WILL NOT PAY. So find a solution

9:21 pm

Aster M.

I believe that I have provided you the options that can be tried for this, *****. The 2 options testing a different controller or checking your ports, if we could not proceed to that right now, you can do it at a later time. This is the solution that can
be tried to isolate on the issue. If there were any other options, I could have provided you that already even from the start of our chat

9:24 pm

Me

so you're telling me that unless I pay for a repair/replacement or test this on a new controller (which I will also have to pay for because I have noone to borrow one from) there is nothing else to do?

9:26 pm

Aster M.

I'm afraid that is the case, *******. You don't need to purchase one really. If you can get to nearest game hubs where there are gaming pods that uses Xbox One, you can test out your headset to there.

9:28 pm

Me

I don't have a nearest game hub. Thanks for being so useless and trying to make me pay money for something that should be your responsibility. I'm posting this chat on the forum too so everyone can see how useless you are as well. goodbye

9:29 pm

I understand and respect your opinions. I will not stop you from anything. As a support, we are just providing you resolutions here that can be tried to isolate on the issue first to better determine the action we are going to make next. For we need to be
sure which of the devices or what could have caused the issue.

9:32 pm

Aster M.

Is there anything else I can help you with today?

9:33 pm

 

heh wow. yeah sometimes people really are just there for the paycheck, you have to remember support are just people with jobs. some are interested in xbox more than others, and some are more informed than others.

if it was my issue, i'd first try some REAL troubleshooting to see if i could narrow down what's actually causing the problem. see if you can get it to work on another console, perhaps visit a friend or even take it to a game store and see if they will
let you test it out there. if it works fine, then it's likely a problem with your system. i realize you said it works on the PC, but being different hardware, you never know. also if it works on the other console, see what version of the xbox OS they are
on. it could be a newer update that's causing an issue.

another thing i would do, if it seems like it's an issue with the headset itself, is to return the one you have, if you still have the box. if not you could always buy a new one and use the box from that to return the other one. this is assuming it's not
past the date of the store's return policy. without a receipt you'd probably just get store credit.

as this is a turtle beach headset, which i'm not too familiar with, i don't know exactly how they connect to the console. if it plugs into the controller then check and make sure the port isn't dirty or damaged, maybe trying a different controller. though
i think only official MS headsets use that port? so i guess it would be USB? you probably already tried other ports, but if not maybe give that a shot.

you said you already did a system reset, though it seems possible you were unwilling to lose your settings and decided not to. not calling you a liar, i can recognize when someone is knowledgeable enough to try the "basic" troubleshooting steps before getting
help from support. clearly you are very frustrated with this issue. sorry if none of the options i suggested are viable for you. i'm really trying to think of anything that could help.

please let me know what happens and give me any updates on this situation. feel free to send me a private message thru the forums or thru xbox messages if you like. again i'm not too familiar with headset issues, but i would really like to see this problem
resolved for you.

 

It could be an issue with my console, but it is definitely not my headset. And my OS is different, I got an update 4 days ago as I am a preview program member

 

sorry if i missed something previously posted. i tried to read thru all the chat logs, but it kind of got tedious and i'll admit i started skimming.

how do you know it's not the headset? did you try it on another system as mentioned? you said your OS is different, but different from what, from before? is that when the issue started, when you updated? if so it's likely to be an incompatibility issue
caused by the updated system software. if that is the case, then there may really be nothing you can do. i know that's not what you want to hear, but from what i've been reading, a lot of bugs were introduced with some of the recent updates. you may just
have to wait for another update to fix it.

a different brand or model of headset may be your only option. perhaps try turtle beach support or forums (i assume they have one) to see if others are having the same problem with new updates. also they may have already said this above, but if it's the
update that caused it, then you'd be better off posting in the preview program forums. if you definitely want to keep using this exact headset, then the only way for them to fix the bug with a new update is for them to be made aware of it, and be certain
that the update is what caused it.

you didn't really answer whether or not you already tried any of the things i mentioned above. i know it's a bad situation, but sometimes stuff just breaks and you can't do anything to fix it yourself. sorry if i'm not being helpful, but i am doing the
best i can with what info i can find for you.

 

actually it seems like they don't have an official support forum, but if you want to try to talk to them here is the direct contact page:
turtlebeach.com/.../contact-support

also here is a link to an official knowledge base:
https://support.turtlebeach.com/hc/en-us/

 

I've just spoken to an excelllent support agent who actually sounds human and doesn't feel robotic, and who could actually improvise and adapt to the problem, and he explains how the rings in the controller port can malfunction in such a way that the 'audio
in' part can be broken, which basically means that the headset will work but the mic won't. That's what he thinks is most likely, and if not then it could be the console, or even more unlikely, the mic, and he explained how it all worked. So I guess I've got
to go and buy a new controller now, and if that doesn't work then i've got to pay for a repair. he said there is only a very small chance it could be related to the OS but just in case I will check for people with the same problem in the forums.

 

Hi sorry mythril I didn't see your comments there, apparently there is only a slim chance the update caused this and quite honestly it makes sense because this is a weird issue. And in case you thought I only posted the bad chat logs and didn't bother posting
the good one, I would have done but he preferred I didn't because apparently this is against the terms of use so I won't be doing it anymore.

 

Hi redraptor897,

In response to your second post here.If you've tried multiple controllers, both are updated, the headset is known good working, you've done a factory reset (deleting data), and you have an open NAT you may want to consider sending your console in for repair.
If you had another headset, or could borrow a friends headset that would certainly be something to try. As far as an Xbox OS goes though, after you factory reset (provided you're not having a network issue NAT related), there really isn't much to do other
than trying new hardware (controller, headset, Xbox). Perhaps if you know someone with an Xbox you can test your headset over there?

If you want to send your console in for repair I you can do it by following
this link. if you can let us know about your network / or try another headset post back and let us know.