Xbox One hardware issues & support experience **Disappointed**

I'd like to start by saying I'm sure I'm not the only one who's had to go through this, or who has been dissatisfied with the solutions Microsoft offers to those encountering hardware issues. I do however feel that I've the right/duty to make my displeasure
known concerning the manner in which things are/were handled. Others may not have the time/inclination to make their displeasure known; I do. Today, I tried to get several issues resolved concerning my Xbox One hardware and included headset. Frustration
abounded, time was wasted, and Microsoft ended up bleeding me for more money. I can't imagine anyone that would be satisfied with this. This is my brief story.

I purchased my console at launch as I've been an Xbox guy throughout the years, having had both the original and several 360's. I even had one of my 360's replaced due to a red ring issue; but it was replaced FOR FREE. The difference here being that today,
I was made to either pay for something that should have been done for free, or go without my primary source of access to entertainment (games, Netflix, my only Blu Ray player) for up to 3 weeks. Neither option is optimal.

I started by logging into my account, registering my Xbox One, and opening a chat session with an agent concerning my repair options. The agent was courteous and helpful, providing me with a link to the forums for lodging this complaint and scheduling a
call back for me once it was determined I'd need one. My issue is not with either of the 2 support employees I dealt with today, as both were excellent. My issue lies with Microsoft's policy concerning the repair of its consoles.

Here are the 3 issues I've experienced with my One's hardware: 1. My HDMI output port has been loose since day one. It will sometimes stop outputting video until I re-seat the HDMI cable, which is obviously frustrating. 2. My included headset microphone
stopped functioning this week. I've tried a hard system reset, double checking mute options, re-seating connection with controller, re-selecting logged in account, etc. to no avail. This lead to the 3rd issue. I tried an aftermarket headset for the 1st
time as a result of my included one failing. Upon doing so, I noticed that the optical audio output port is also loose. It feels as if it's not secured internally, but still functions. After explaining these issues to the online agent, he provided me with
my options, which I was not satisfied with. I determined that the lesser of the 2 evils would be the advanced exchange, which can only be done over the phone. He arranged for a call back (which was instant) and I the began phase 2.

Upon receiving my call back and a brief wait on hold, I had to go through the entire verification process again, and then re-describe my list of issues to a second agent. Again, this agent was courteous and helpful, but it is still irritating to have to
re-do everything. He processed my advanced exchange, and I ended up with a charge of $15 (which I disagree with) and a hold on my account for $500 (which I understand). At this point, he informs me that the headset must be processed separately, and cannot
be repaired/replaced with the main unit itself. So he places me on a brief hold, returning to inform me that he can send me instructions for shipping the headset in separately at my own cost for repair/replacement. So after having gone through this entire
ordeal twice (which I understand as it involves credit card information, but is still inconvenient) I now have to deal with 2 separate repairs, both of which ending up costing me money. It is at this point that I'm beginning to feel a bit irked by the entire
situation. Again, not the fault of the employees I dealt with, who were both excellent. Just silly policy that's costing a loyal Xbox fan money and lowering my expectations/enthusiasm concerning the brand and the company as a whole.

So, to summarize: I bought a $500 console at launch (which you can now get for $400 sans Kinect), it was not assembled well, which resulted in my having to jump through some hoops and it's going to cost me $15.90 plus shipping charges/cost of a new headset.
Call me old fashioned, but I think a product should either be built well, or be the responsibility of the firm that produced it to fix any issues that might arise as a result of improper manufacturing or quality assurance failures.

I know I'm not alone, and $16 may not be a big deal to some, but to me it's the principal of the matter. Maybe my post makes a difference to someone at Microsoft, maybe it doesn't. All I can do is make my opinion known and hope for the best. Thanks for
listening.

:)

 

Wireless Xbox 360 not working

To help eliminate any possible hardware issues, try to use the controller on an Xbox 360 console.

If you still experience the problem, contact Xbox Support.

 

Xbox has progressively gotten worse to where it will no longer detect my Wifi

By experience Belkin router is known to have caused issues with Xbox live connection so its better to get an Xbox live approved router. Here you can find a list of devices approved by Xbox live support:

forums.xbox.com/.../networking-hardware