Xbox One Headset Sent and Received But No Update

Dilaudid281 · Aug 24, 2015

So, I have been dealing with the party chat issue that a lot of other people seem to be having. I was able to hear people through my headset but wasn't able to talk to them. After following all of the troubleshooting tips and filling out a survey for Xbox,
I finally figured I would just get a replacement headset and hoped that would fix my issues. I spoke with a support rep over the phone and he set up the service order on August 13th. I packaged the headset up and mailed it according to all of the steps provided.
Wrapped it in bubble wrap, wrote the service number on the package, and didn't write Xbox anywhere on the package. USPS tracking shows that it arrived successfully on August 17th at 11:30am at the warehouse. [Mod removed].

After waiting for some type of update, today I thought I would call back to Xbox support and get some kind of update. They literally had no answers for me. They did confirm that the package was delivered on Monday August 17th but they were completely unsure
as to why it hasn't been sent back since it was a simple replacement order. I am now stuck without a headset. The entire reason I sent it off was because I wanted to exhaust my options to have a working headset before Gears of War Ultimate Edition came out.
That's not going to happen now. I am part of the preview program and since I have sent my headset in, a new update has been released in regards to the party chat issue. Meaning that this is INDEED a software issue, not a hardware issue. I can't even test
the update, because I have no headset. Can someone please help me out. I think it's kind of wrong at this point. Talking to service reps who have to know about the issue, making me a service order, which I had to pay for, to get a new headset, and now I'm
stuck without anything. This is ridiculous. I feel robbed.

:)

vo mojo · Aug 24, 2015

My Xbox One Controller broken...

I created case with Support and sent in my broken Xbox One controller to later get a replacement sent back to me. Via tracking, they received it on Nov 27th. It's been a week now and there has been no update to the case. Did anyone receive their replacement
yet?

TheJ0kerDude · Aug 24, 2015

Order not listed in "check status of an order".

My headset recently stopped working and I sent it back as it was still under warranty. i have received a headset a few days ago but no headset adaptor was included, so i can not use my headset yet. i then talked to a support member and she said that she
will have one sent right away. its been a week now and i know things can take awhile but when I look at "check the status of a service order" it does not appear. i then talked to another support member and he provided me with a tracking number, but i do not
know where to enter it to check the status. any help will be much appreciated.

Hordie · Aug 25, 2015

Hi Dilaudid281,

Sorry but no one on the forums will be able to assist with this as no one here would be able to look up your warranty claim. I would suggest using the link below to check online for status updates, or trying to contact support again. I'm also posting
a link to the Preview Forums. If you feel there is an issue with the Preview Update post a thread over there, and report a problem using your preview app.

Check your repair status

Contact Customer Support

August Update Preview Forums

PS. Please do not post any personal info including service request numbers.

Hordie

Hi Dilaudid281,

Sorry but no one on the forums will be able to assist with this as no one here would be able to look up your warranty claim. I would suggest using the link below to check online for status updates, or trying to contact support again. I'm also posting
a link to the Preview Forums. If you feel there is an issue with the Preview Update post a thread over there, and report a problem using your preview app.

Check your repair status

Contact Customer Support

August Update Preview Forums

PS. Please do not post any personal info including service request numbers.

smogman666

I got an email from TB,

"The Xbox One Update has to be applied to your Xbox One controller and console before your Turtle Beach headset will work properly. This update is supplied by Microsoft Corp., not by Turtle Beach.

The headsets themselves do not have firmware to be updated. The update is for the Xbox One Controller and Adapter to allow chat and/or game audio to be sent from the controller.

Your headset may get some sound from the Xbox One controller, even before you apply the update. However, the sound may be distorted or not work at all. To get the best experience from your Turtle Beach headset, you'll need to update the controller before
using your Turtle Beach headset."

....ehm, thx for nothing!

XBF Crystal P

Hi there Archie,

Thanks for the update on the issue. If you are not receiving the audio menu under the system tab, the console is not detecting the headset.

I recommend taking a look at the following troubleshooting articles:

If the problem persists:

Try your Headset with another device, such as a laptop, to see if the headset is working.
Try using a Headset Adapter for compatibility issues.
Try your Headset on another controller, if you can. If the headset works on the second controller, try
updating the first controlleragain.

Try this out and let us know the results.

vo mojo

I created case with Support and sent in my broken Xbox One controller to later get a replacement sent back to me. Via tracking, they received it on Nov 27th. It's been a week now and there has been no update to the case. Did anyone receive their replacement
yet?

ChiefJoboo

If you're having problems with the stereo adapter that came with the Xo One headphones, you could try the microsoft/xbox 1st party one and that one can receive firmware updates when in the controller, the same way you update your controller. I don't believe
the headset adapter that comes with that headset is compatible for firmware updates through your controller, through the xbox one via USB. To be sure if it doesn't or does, go to Settings > Devices and see if, when you select your controller, at the right,
check and see if there is an option to update it or even to see if it's there at all.

Since your Xo One headset does have a TRRS 4-poled 3.5mm plug, it should work perfectly in the microsoft/xbox branded "stereo headset adapter."

Xbox One Headset Sent and Received But No Update