WORST Xbox Support from a LAUNCH DAY ONE CONSOLE - I can't get help!

Please bear with me. I've been stuck in Support Hell dealing with my broken Day One console. I am unable to get help. I am unable to get resolution. It has now been one full month and a few days after launch and I am still unable to play the console that
I purchased on launch properly. Support has not been able to help me properly. I am not sure where I can go from here, but I believe that the only thing I can do is bring the information here.

I have ALWAYS been a Microsoft fan. I have a launch Xbox that is still playing. I purchased Xbox 360 on launch. I purchased Xbox One on launch. I love Microsoft and Windows PCs. I even purchased a Zune! Two of them! I have no problems in the past with Microsoft.
However, the way that I have been treated concerning the Xbox One is something that I would love to believe is something that shouldn't have happened.

My Day One console arrived with a broken Day One controller. The left bumper was geeked and broken out of the box. I contacted support. They told me that I would have to replace the entire console. That seemed heavy handed. They told me that they would call
me back two days later in order to set up a return replacement. They did not call. Amazing. Two days later, I noticed that my disc drive was broken! Angry, I called support. Now, I had a broken console AND a broken controller. I called and set up an advance
replacement for my console and I was told that I would have to pay OUT OF MY OWN POCKET for sending the controller back. That's crazy. I should not have to pay out of my own pocket to return an out of the box defective product back for replacement. It should
be sent to me. That is stupid and I am upset about that. I was promised by the person on the phone that I would be returned a Day One controller.

Now, the controller got 'stuck' in the repair facility and took WAY too long to return. The console was replaced. Now, I should be set, correct? INCORRECT.

The controller returns to me the day after Christmas. Took almost three weeks for the repair. When it arrives, its in a 'way too big' box and was rattling around. I opened the box and it was a regular controller. Not my DAY ONE controller. What?! Also, it's
a broken controller, the menu button and D pad don't work properly.

I need resolution. I contacted support and they sent a ticket up to Advocacy. Next, I'm told to wait. Over the next few days, I called looking for information. No one can help me. I've called many many times. I'm told that Advocacy will call me by the 2nd.
No one called, of course. Calling back, I was told that it was updated to five days from now. I can't handle this. All I want is resolution from my brand new console. This is upsetting and I want this to stop. Someone, somewhere, please contact me and help
me.

:)

 

5.1 audio HDMI not avilable on Xbox one? Are you serious?

But wait it gets better, the day before launch and they drop this tiny detail

www.eurogamer.net/.../2013-11-21-xbox-one-dolby-digital-headset-support-coming-post-launch

Apparently we can't get Dolby 5.1 or 7.1 through optic either:-( so you can't get surround sound from your Xbox one unless your reciver has HDMI in:'(

 

Preorder Xbox one Day one edition from microsoft.com

Just curious..If I preorder the xbox one day one edition from microsoft.com, will I get the console at launch?

 

why not just go to Best buy and buy a another controller....??? if they replaced your console... and you sat there for 3 weeks with no controller? Sorry... I wouldve been playing that night on a brand new NON day 1 controller for sure

 

Not really the point.

I have an item that I cannot use. I am not going to sink more money into this console without it being made correct by Microsoft.

Sure, the answer can always be 'go buy another' but it isn't the correct answer.

 

well by coming to a forum complaining that you cannot play your XB because they never sent you a replacement controller.. let alone a day 1 controller...instead of just getting another controller for $60 to hold you over until MS replaces yours is just silly...

 

MS should have resolved his problem much faster and it's not right that he had to pay return shipping on a defective controller. and no, u won't get a replacement day one controller.

 

If your in the UK, its down the to the company you purchased it from to replace it, not MS, where are you in the world?

 

It is personal preference Bizzaro... if I was in his shoes.... would I sit for weeks looking at a working XB1 and wait for a controller to play it to come in the mail or would I run to Best Buy and buy one? me personally... I would just buy a new controller...
and wait on MS to resolve the broken one...

 

I wouldn't even get on the phone over a broken controller I would just buy a new one

 

Sorry, I received a broken controller with my Xbox One and the replacement was also broken.

It is a personal preference to just purchase a new one.

However, I am seeing that MANY people are receiving broken controllers from MS. Because of that, yes, they should take care of the issue.

Following that logic, we should go and tell everyone with a broken console to "Just go out and buy a new one and not bother Microsoft". It's horrible advice.

Microsoft should take care of the broken equipment I paid for. Period.

 

Your most likely not going to get a day one controller back. Just saying.

 

I feel you dude. I have sent in 2 controllers that have broken from day one. one that was mine, one that was my room mates. It has been over a month... I had to keep calling and they said they never got them... I shipped them first class.

shipped 12/2/2012 will be getting the first controller back 1/6/2014.

 

While I agree that your situation has not been handled very well, to say that MANY people have broken controllers is a bit much. Out of the 2 million x1 sold, which would make it at least way more controllers as a lot of people bought extant ones it's only
a small percentage. As for your console breaking after 2 days. Why didn't you just return it to where you bought it from? Did you even try that route first? I'm not giving you crap about it because I know if I was in your shoes I would be quite annoyed as
well. Also they do not replace day one controllers. You will get a standard one.

 

What's more silly is trying to tell someone he should spend more money on a product and service he is dissatisfied with. The fact is Microsoft support dropped the ball. He shouldn't have to spend money to have a working product. Microsoft
won't refund him the extra money spent on the new controller. It's a matter of principle. I would, however, of have taken it back to the store I purchased it from. The retailer has a responsibility to sell you a working product and that should always be your
first point of contact.