Xbox One Console & its Accessories Are Plagued by Problems & Issues, & There is NO ...

This is my real experience with the short time frame in which the Xbox One has been available.



If you are part of the Xbox community and you find yourself struggling in the same manner that i am or worse, or maybe you only have had to replace just a controller or two, please comment, add your own personal experience, call them,
send letters or express your frustration during a "live chat", i have done all of these things and i can not get one answer from anyone.



Its highly doubtful, but i figure the more that people complain and demand accountability, maybe some day we will get help or compensation for these problems that just don't seem to go away.



Dear Microsoft, it is with great regret that I have to go to this extent to inform you of the constant & consistent issues I have experienced with my Xbox One console. I would like to not just get a response from a general customer service representative,
but would like to get a response from someone in a management position, who can help identify a corrective action is order to support my issue.

I have been a member of Xbox Live under one gamer tag for over 11 years and a different gamer tag for a couple years prior, so pretty much since Xbox Live went live. I started with Counterstrike and eventually took a liking to the Rainbow 6 series and the
competitive game play that they offered and branched off from there.

I have owned not only the original Xbox, but have at home 2 of the 5 Xbox 360’s that I have purchased over the span of that consoles popularity, now I own an Xbox One Kinect console, which happens to be the centerpiece of my living space.

I have experienced the “red ring of death”, I have been compensated for issues, I have had warranty fixes, I feel I have been treated fairly. But over the course of the last couple years and the problems that have plagued my Xbox One console, I think it’s
only right that someone is held accountable for a defective product/products.

My console started off working fine for most of its 1st year, towards the end, it would not read discs without having to eject & insert multiple times and eventually did not read discs at all, along with making loud grinding noises, we decided
it was best to send it in for repair. We then came to find out that the manufactures warranty expired 10 days earlier, but Microsoft granted us a 30 day grace period and picked up the repair costs, I was more than grateful.

Great, now that’s fixed, let me elaborate on all the current & ongoing issues we have experienced regularly since.

1) I have had 2 controllers with the left thumb stick going bad, causing gameplay to drift to the left without touching it. I have relinquished ownership of these 2 controllers to private parties under auction, with full disclosure that
they may be defective and have purchased replacements for both. With the thumb stick issue set aside, I have owned now 5 controllers, purchasing 4 of them, all 5 controllers will randomly and regularly disconnect from the console.

As of recent, my new Halo Master Chief controller will disconnect & when I reconnect, my headphones are not registered by the controller or the system. I get no volume & no options for the headphones in the settings.

After trouble shooting I shut off the controller and turn it back on, in which it controls NO features what so ever and I have to shut off the console and attempt to re-sync.

2) I have never been able to sync a controller using the sync buttons that are on the controllers and the console, I have always had to use a micro USB cable & physically plug the controller into the console.

3) I am constantly have to “hard reset” the console by holding/touching the power button until the console shuts off and then unplugging the power cord for 30 seconds, followed by plugging the power cord back in and restarting the console
fresh. Most of the time this solves some issues and things work OK for a little while. I have done this twice in one sitting, but I never really have to do this more than a couple times per week in the past but more & more as of recent.

4) The consoles always seems to lag a little, switching from screen to screen on the dash board or when texting a message or typing in key words to do a search. It’s a minor irritant as compared to the full spectrum of issues I have experienced.

5) The wireless connectivity was from time to time just horrible; I finally resolved that issue (but not after purchasing a new router) by hard wiring an Ethernet cord directly into the console from the router. Problem solved, I have since
had very minimal issues with connecting to Xbox Live services since then.

I have my console in a TV stand that is not enclosed and has plenty of room for airflow. I have a 2 terabyte external hard drive plugged into the console with all of my installed games, apps & whatever else can be driven on the console, I have nothing installed
on the internal hard drive except for the factory per-installed stuff. I chose to do it this way, because it heard that the console would perform better with less stored on the internal drive.

With everything that has been stated, at what point does the console become defective or a lemon, when does it become the manufactures obligation to correct the problem, who is held accountable, it shouldn’t be me . . .

I have owned other consoles in the past built by your competition, but have always found Xbox to be my personal favorite, I would never switch platforms, even due to all these issues. I have spent thousands of dollars on your products for myself & my family.
I have also encouraged other people to do the same, in which some cases they have switched over or started fresh with Xbox & Xbox Live.

I would like a solution to my problem, whether it be a check made out to me in the amount that would be required to purchase a new console or a voucher that is redeemable for the full value of a new console at a local retailer or a replacement console that
works properly sent to me or a temporary replacement console sent to me prior to me sending in my console for repairs at no charge.

I or my family shouldn’t have to be without my purchase (again) and not able to use it for 3 weeks, given the circumstances, that would be unacceptable.

Again, under the circumstances, special exceptions should be evaluated and made on Microsoft’s behalf for the problems that plague some of the units and/or accessories that are defective and slip through the cracks and make it to the consumer.

Update: 03.21.16

-I send this January 19th, with the assurance that it would take 2-4 days to get a response.

-After 4 days, I followed up with a live chat to customer service, I was assured that I would get an answer but it might take another week or so.

-After a couple weeks, I followed up again and was assured that upper management is aware of these issues and to give it time as my case very detailed and overwhelming that it will take a while.

-So I followed up last week, 03.17 or 16, almost 2 months later, I still can’t get an answer, I’m still getting the same response from customer service, but now recommended that I start sending letters. I was also given a phone number and a fax number.

As the issue was stated above about the Halo Master Chief controller, it now is not registering headphones at all. I figured the controllers were warrantied for a year like the consoles, but come to find out it’s only a 2 month warranty and my option was
to pay for the fix or to buy a new one, because I quote, “the Microsoft store is having great deals on console bundles & accessories!” just trying to get me to spend more money on a defective item.

Below is my ticket number for my original chat in which I had copied and pasted this document into the chat window for a customer service rep to forward to upper management.

“Please keep this ticket number: [Mod Removed] and I will personally give this chat transcript to our Manager.”

Update: 03.24.16

My other controller just randomly loses sync and was very difficult to re-sync, and since I cannot sync anything using the sync buttons (as stated above), I had to hard wire the controller to the console and navigate the dashboard selections until the controller
finally registered.

Update: 04.03.16

Sunday night I was playing “The Division” and all of a sudden my TV goes blank and the console starts making a vibrating sound, I listened for a minute and called my wife over to listen and then it changed tones and made the noise louder and faster, I got
up to shut it off and the power button did not respond so I was just about to disconnect the power cord from the back and it hard-reset its self on its own.

Update: 04.04.16

Monday night I finished a game of “Pure Pool” and went to the dashboard to check something and the dashboard screen froze, but you could still hear the sounds made if you make selections, then the screen went black, no vibrating sounds this time, but the
console turned back on and loaded the green Xbox loading screen which is usually a hard reset.

Also, I have yet to receive any kind of answer or communication from Microsoft on my initial ticket number [Mod Removed].

Update: 04.18.16

Console kept dropping internet connection constantly, after hard reset of both the console and the router, I kept getting dropped. This lasted for hours.

Update 04.19.16

Picture displayed on my TV is no longer bright and colors are dull. Watched a video and noticed that the brightness was scaling up and down.

Update 04.20.16

Gave up! But thanks to Game Stop offering a great deal, I traded my crappy, defective, lemon console in towards a new one and received a $200 credit, along with some of my old Xbox 360 inventory of games and a few Xbox One games, I was able to make up the
difference and the new console only cost me $11. So we will see how long this one lasts. Oh, and I traded my crappy, defective, lemon Halo Master Chief controller with the console, so I was able to get rid of that and gain a new one that works properly in
the process. So Game Stop is going to profit off of Microsoft’s mistakes and I hope the person that has to deal with the garbage that I parted with will give you guys as much push back as I am.

The difference was immediate.

-Colors and graphics very sharp and bright.

-Performance was beyond that of the old console by far, I forgot how nice it used to be.

-Connectivity and online services were immediate & seamless.

-Controller works.

-No more loud fans or discs spinning at a light speed, no buzzing.

How unfortunate that I have received no response from a company that is held in such high standards and dominates the market, I am truly saddened by the product and the service as it has always been my favorite “pass time” activity and it bothers me that
the amount of time and money I have invested into your company obviously means nothing and has been brushed under the rug – so to speak.

With that said I look forward to working though and helping implement solutions that will make the Xbox gamer & gaming community a better place to be and work with.

Update: 04.25.16

Controller for new console has randomly disconnected from console upwards of about half a dozen times already.

Update: 08.02.16

Head phone jack built into the new consoles controller no longer working, sending in to be replaced, but I have to spend my hard earned money to pay the shipping fees to send back a non-functioning Microsoft product. Retail stores don’t charge me to return
broken or defective items, why does Microsoft?

Also, I have yet to receive any kind of answer or communication from Microsoft on my initial ticket number [Mod Removed], from January 19th, 2016.

Update 08.11.16

Controllers, once again, are losing sync to the new console, very difficult to re-sync, sync buttons on the controller & on the console do not work, I have never been able to get the buttons to work on either console I have owned (must be a negligence issue
like the headphone jacks on the controllers). I have to use a micro USB to re-sync the controller.

Update 09.08.16

Controller purchased last holiday season, not even a year ago, the left analog stick is not functioning properly and is the 3rd controller to do so and it is to the point that it is almost unusable. Not to mention that now I am out 2 controllers
as I will be sending in the controller listed above from 08.02.16.

This is very frustrating as well as very unfortunate, this situation needs to be addressed and compensated ASAP, it is absurd that myself or anyone for that matter has to keep purchasing $60 controllers that do not work properly, how is it even LEGAL to
sell a product that is clearly broken AND then charge people to replace them AND forcing them to pay the shipping charges.

Good business practice would be to accept responsibility for the re-occurring problem and next day ship 2 brand new controllers to me or whatever item to anybody, especially if the issue is known, persistent, vast and happens in under a year.

I honestly believe that the 2 month warranty on controllers is a shady business practice because Microsoft is aware of their problems with the controllers and they do not want to be held accountable for them breaking, therefore after 2 months they can ignore
the customers problem and blow them off.

And as stated over a month ago, I have yet to receive any kind of answer or communication from Microsoft on my initial ticket number [Mod Removed], from January 19th, 2016.

Nice customer service makes me proud to be a dedicated member of the Xbox community.

You should be ashamed of yourselves.

:)

 

Xbox One Console & its Accessories Are Plagued by Problems & Issues, & There is NO Accountability Held at Microsoft.

As these are the support forums, do you actually have a support question?

 

Xbox One Console & its Accessories Are Plagued by Problems & Issues, & There is NO Accountability Held at Microsoft.

all u hear here is silence. but sure alot of people agree with u

 

This is the response i got from one of the moderators the 1st time i posted everything above with the exception of one sentence, that sentence was a simple statement that i was in high hopes that legal action would be brought against Microsoft, not that
i was pursing anything, nothing more than a general comment, this is the response that i got:

Like 0

moderate

Level S

XboxStaff

Posted 8 Sep 2016 11:32 PM

Hey there. I’m truly sorry to hear about any inconveniences this may have caused. As this is a support forum, if you would like to pursue legal action then we will not be able to assist further. For more information,
please visit our Legal and Corporate Affairs page. If you would like to continue troubleshooting, please feel encouraged to start a new thread and we will be happy to assist you there.

Proof that no one is willing to help! So here is a new thread!

 

wanted to write a reply but controller keeps *** up. not writing it a 3rd time. but when something wrong with products they recall them, just look at samsung. and car companies. i feel microsoft should do the same. i can't work and can't afford to send in
for repairs. they have a lemon law for cars why not this piece of garbage. i wish there was a class action lawsuit, i'd sign up right away. just really *** i bought this console. *** shame 360 still works better than xb1. funny thing is xb1 S is having so
many problems with controllers, and the 4k stuff working, and people still buying this crap. that's why microsoft don't care they still getting ur money..well don't forget to hard reset ur xb1 to get it working, then try to enjoy ur games with broken controllers
that work only.sometimes when usb cord plugged in..what do u expect from a company that had to steal an operating system to get started?

 

Hi HITECHHATE78 -

If you are continuing to experience issues with your Xbox One console, you will want to have it repaired or replaced under warranty as you just got it in April. You can initiate that process via the Online
Service Center. You may consider the Advanced Exchange option.

Also, please take a rules posted in my signature and note that if you have an issue with an action taken by a moderator or a staff member, you should address the issue to them via Private Message, not in new posts.

 

there u go send in for repairs LOL

 

Hi All,

If you're having console issues as referenced above I would suggest following Miss Bijoux's thread above to have your console repaired. If you're having specific 4K issues with your Xbox One S I would suggest creating a new thread of your own so the community
can best assist with your exact issue.

 

Let me translate, Microsoft es pura pinche [Mod Removed].
[Mod Removed] del otro lado de los telefonos no saben ni que [Mod Removed] estan haciendo! Apagalo, y predelo, pos ni que estuvieranos
[Mod Removed] Vallanes a la [Mod Removed] 8=D

 

Hi TentedHail532,

Sorry you're having issues with support. I would recommend creating a new post of your own so the community can best assist you. Also please note that this is a family friendly forum, and bad language is against the Xbox Live ToU and the Xbox Forum guidelines
regardless of what language it's in.

 

Hey everyone,

This thread has gotten quite derailed. If you are in need of assistance, please post a new thread including the issue you're experiencing for further assistance from the community.

As mentioned in Hydro Skillet's post, checking the forum guidelines before posting is definitely encouraged.

Thanks for understanding!