Why is it so difficult to get a functioning Xbox One and Kinect?

I received my Xbox One as a gift for Christmas in 2013. Since day one of using the console and Kinect I've had problems. The first issue surfaced immediately and it was that the Xbox wouldn't play certain Blu-Ray discs. Called and got a replacement sent
- problem solved.

Then suddenly certain voice commands that worked with the previous console wouldn't work with the replacement console. Called Xbox and they replaced the console again.

Now I'm on console #3 and the new console still had the same problems and now on top of that the Kinect started turning off randomly. Mind you, the Kinect has never been replaced, only the console despite my insistence that it is replaced as well. I was
told numerous times the issue is not with the Kinect. These problems all took place within the first year. Around January of 2015 I had become so frustrated and wanted both the console and Kinect replaced with a brand new console and Kinect - unopened in
box. Since that's a pipe dream - the next best option I was told by Microsoft customer service was to take it to my local Microsoft store. They said there I could purchase a 2-year extended warranty and they would replace the console - yet again. Xbox One
console replaced for a third time making this my FOURTH console. Turns out the problem with the previous one was the motherboard wasn't installed properly not allowing me to fully plug everything in - and so I thought AHA! Finally the Kinect will work!

Fast forward to now - the Kinect STILL doesn't work despite all efforts on my end to get a properly working Xbox One and Kinect. I have tried desperately to get someone from Microsoft to fix this issue. I have had my call "disconnected" about 5 times during
this escapade and even though they all verify my phone number to ensure that if we're disconnected they can call back - HAH! Yeah right. For some reason though, even though I paid for the 2-year extended warranty the Microsoft customer service folks had
no communication with the folks at the store and had no record of me purchasing the warranty. I find that odd - because doesn't Microsoft create and sell software designed to solve these exact issues? Or at the very least, they INVENTED the platform in which
these issues are solved yet they don't implement solutions themselves. It's really puzzling. After being told I'd have to drive back to the Microsoft store to verify the warranty I presented a novel idea - why can't you conference call them in and we can
settle this over the phone? CAPITAL IDEA! Right? Wow, so ingenious a non-Microsoft employee figured that one out. So we called the Microsoft store and low and behold they verified the warranty - but wait there's more. The phone support guy tried to argue
with the store support guy that the warranty shouldn't include the Kinect. It was hilarious. Finally the phone support guy relented and agreed that since the Xbox One was purchased with the Kinect in the same package that the extended warranty should include
the Kinect. Problem solved right? Ship the new Kinect right? WRONG! I was supposed to receive a phone call from yet ANOTHER Microsoft rep to "verify the warranty" to then set up the Kinect replacement. Well guess what didn't happen..... Of course nobody
called. Why would they?

So I'm currently sitting on hold with a phone support guy who finally sorted everything out for me. But the catch - they want ME to pay to send the Kinect back. ***! They won't waive the $10 fee for the advanced exchange despite the fact that they've done
that before to replace a console. I'm willing to wait on the standard exchange - but they want me to pay for packaging and postage?! No sir, that won't fly. I'm not shelling out any additional money for a system I've had continuous problems with over a
year and a half to replace parts I'm not really confident will work anyways.

Microsoft - why can't you just fix it?

:)

 

Why is it so difficult to get a new power supply?

Well its now the 31st and still no PSU.

 

Why is it so difficult to get a new power supply?

I feel your pain. After I shipped my PSU back for replacement I had a chat with support and was told, with a straight face, that I should be prepared to wait 3-4 months.

I get the whole 'under promise - over deliver' angle...but c'mon...this feels like 1985 mail order.

 

Hey there RyanWeary!

I am truly sorry to hear about the Kinect and console issues and I can definitely understand how frustrating that could. I recommend continuing to speak with phone support to get this issue sorted, as it seems you are already working with the proper folks
to assist further. Feel free to keep us updated on the status of your repair order. Once again I am truly sorry to hear about the issue and the unpleasant repair experience.