Xbox One is a pile - Microsoft provides no reasonable support

So, I am going to go on a campaign at this point and send messages to every place I can until I can get some type of answer based on the time frame I am dealing with being limited and the support in place for Xbox users subpar from industry standards. Why
am I upset? The simple answer is that as an early adopter for my Xbox One, I assumed I would be given a product that was ready for release, endurance tested, and up to the standards that Microsoft would feel worthy of putting their name on it. I was wrong.
My headset went after 60 days. Not realizing the headset was under warranty, I replaced it on my own with a new one. Still a piece of junk (made out of cheap plastic and seems to have been designed as a way to shut up those upset that they would have to talk
through the Kinect and put in a mic as an afterthought). My Xbox One started giving me disc read errors, making awful noises, and telling me to put in games in order to play them towards the end of last year. Luckily, this was still under warranty and I was
able to (at my own expense) have them ship me a replacement console so they could take mine back. Understanding of the fact that they do not replace with a new console, but a "reconditioned" console, I went with this method knowing full well that I would be
receiving a former used piece of junk. Shortly after, my Kinect stopped powering on. At this point, it's in for service and the original warranty is expired, but I am unsure (as are you until you take a look at it) whether it's the Kinect that's not working
or the replacement console. So, that is all three pieces of the Xbox One that are down and out for the count.

After speaking with the chat service, the phone service, and any other method I could find, I was given a very confusing conversation from someone who had a slight grasp on written English explain that it is my problem your quality control is poor and that
I would be out the cost for shipping and that the only way to have a replacement sent to me in the meantime was to put a hold on a credit card for the amount of a new Kinect until you receive my broken (possibly broken) Kinect. It is on its way to you now,
though I expect Microsoft to drag their feet looking at it.

Here is the ultimate issue. We are unsure if the problem is with the Kinect or the replacement console. For all we know, the issues with the original console were never sorted out and I was given a bad console. Apparently, as I found out today from your
phone service, I am only given a 90-day warranty on replacement products. The short of it is that I need to know who I can speak to that can make an exception to extend this warranty until this entire issue is solved? I cannot believe that none of these individuals
I speak to lack managers and decision makers, yet that is how it is explained to me. I am told that there are no employees who are capable of making a judgment call based on what is write versus what is written.
The fact is, you are showing that you do not stand behind your own product. Based on this being a $400+ investment for most people, as well as loyalty in my 10th year of membership to Gold, exceptions need to be made and I need to know who to contact
in the event that this is not resolved.

I find it embarrassing for Xbox, Xbox One, and Microsoft as an entire company that you are selling poorly made products and blaming the customers for the problems they are experiencing. It was embarrassing enough with the 360 and the RRoD incident for you
to finally admit there was an issue, but now you are back to telling me that it is my problem and up to me to find a way to solve it. I understand that you have many users and many requests each day, but the infrastructure should be set up to accommodate for
that and as a large company that comes up with brilliant products and services, I find it hard to believe that you lack the brainpower to figure this out.

I would try contacting your company via phone again, but your call back service already called me back to tell me they couldn't connect me and hang up. Thanks for the super long wait on my weekend for nothing!

:)

 

useless xbox support

On day one i was sent i was sent this expensive pile of junk called an xbox one and after trying to contact xbox support I've worked out they're as bad as the pile of junk Microsoft sold to me and i can imagine when i get hold of these lazy pack of fools
they'll want to fix my pile of junk so I'll have paid alot of money for a reconditioned machine basically maybe its time to move to Playstation

 

Xbox one kinect adapter

Preach!! It is a shame Microsoft stopped support for original Xbox One owners. They offered the adapter for free then started charging for it. $40!!! seriously? $10-20 is still to much but reasonable, $40 is outrageous to pay after spending $500 on the
new Xbox One X.

 

Still looking for an answer

 

Exactly what answer are you looking for? For someone to waltz in and say hey ReToM7 we're going to go ahead and make an exception for you? That's not going to happen. There are hundreds of thousands of Xbox's just in the US, so if they make an exception
for you that means they'd have to make an exception for hundreds of thousands of other people.

Headsets: By no means are you required to use the headset that came with the xbox, nor did you have to go and buy the exact same headset. There are different headsets that are available for purchase. I've been using the original headset since I've had my
Xbox with no issues, except that I forget to unmute myself.

Shipping the console: In the amount of time it would take for xbox to send you this wonderful box, you could have already had the xbox shipped off and not have had to wait that much longer. As far as the "former used piece of junk", they don't send out paperweights.
They make sure the console is fully functional before it ever ships out.

Xbox Warranty: To my knowledge you are given a full standard year warranty for the Xbox One. You are then able to purchase an extended warranty to add an additional two years.

As far as speaking with tech support they never say "This is your fault" they tend to give you steps towards fixing it and if those steps don't work then yes they ask that you send the console in to be repaired. From someone that has had to contact customer
support (for a dumb issue) I've never heard anyone tell me it was my fault. They've been curteous and extremely helpful.

A 90 day warranty gives you plenty of time to see if issues are continuing. Gives you time to get it sent back in. That goes back up to my point of you being able to purchase an extended warranty.

I've never seen anyone spend $350+ for an electronic and not purchase an extended warranty. You never know what will happen, that is why they provide that service.

I highly doubt anyone is going to make an exception just for you to extend a warranty. Again, there are ways to continously protect your Xbox should anything happen to it.

I am sorry that you're having this issue, however throwing in the "I expect an exception because I've been a customer for 10 years" was unnecessary.

You have the customer support phone number, there's also that handy contact us feature on the support pages. Of course you'll wait on hold, Xbox is a fairly large company.

"Selling poorly made products" The only issue I've had with my xbox is a nat issue which was fixed AFTER calling customer support in about 5 minutes. So it isn't a poorly made product. Things happen. It is technology it will not be perfect. Just like your
smart phone, things just happen.

Again I would recommend hitting up the customer service phone number, or the contact us located on support.xbox.com at the bottom of the page.

Your question being that you demand an exception because you've been a gold user for 10 years? 98% sure it isn't going to happen. Best thing to do is to go through the proper channels.

Again I am sorry that you seem to be having so many issues.

 

Retom, I also noticed that you didn't add in your post that the reason for the "hold on your credit card" is because they send you the Kinect before you ever send yours in, at which time you receive the box to pack it in ALONG with the shipping label to
cover the shipping and handling. So they are simply covering themselves in case you receive the Kinect and decide not to send yours in. Hmm, at least they aren't out of that money now.....I wonder if that's how they made all of that money, by being smart!

 

Funny, over a year and still nobody from Xbox had a response. Anyway, since I'm back with another issue I figure I might as well comment...

"Exactly what answer are you looking for? For someone to waltz in and say hey we're going to go ahead and make an exception for you? That's not going to happen. There are hundreds of thousands of Xbox's just in the US, so if they make an exception
for you that means they'd have to make an exception for hundreds of thousands of other people."

Xbox takes no responsibility for the quality of their products or services. Numerous outages and never a message saying, "sorry everyone. As a result of our inability to provide constant service as an multi-billion dollar company, we are extending your live
service for X days based on the time you were without the service you paid for." My cable company always did that, and there are far more cable users than Xbox players. Not looking for an exception, looking for a reasonable response or sign that there is concern
for their users.

"Headsets: By no means are you required to use the headset that came with the xbox, nor did you have to go and buy the exact same headset. There are different headsets that are available for purchase. I've been using the original headset since I've had my
Xbox with no issues, except that I forget to unmute myself."

At the time Xbox One came out, there were few options for headsets. Now that there is a 3.5mm jack in the new controllers there are more options. At the time, I am not going to go out and buy a set of Turtle Beach headphones when there's one that came with
the system. They were obviously an after thought thrown in at the last minute when they did finally listen that people didn't want to talk through the Kinect. Glad yours continues to work. Unfortunately, that was not my experience, or most of my friends and
family who are now on #2 or higher. Cheap components, cheap build, and cheap quality is not what's expected on a device that revolves around the social side of gaming.

"Shipping the console: In the amount of time it would take for xbox to send you this wonderful box, you could have already had the xbox shipped off and not have had to wait that much longer. As far as the "former used piece of junk", they don't send out
paperweights. They make sure the console is fully functional before it ever ships out."

Former piece of junk applies. It broke already, which means there was something wrong with it. They "fixed" it but the fact remains that it comes with a shorter warranty meaning they don't stand behind the quality of their refurbished product. The shear
numbers they are working with, they don't have time to do anything more than a basic test. As to your warranty comment, replacement products only come with a 90-day warranty and if you read my story you would have seen that there were issues about the 90-day
running out before the entire issue was resolved.

"As far as speaking with tech support they never say "This is your fault" they tend to give you steps towards fixing it and if those steps don't work then yes they ask that you send the console in to be repaired. From someone that has had to contact customer
support (for a dumb issue) I've never heard anyone tell me it was my fault. They've been curteous and extremely helpful."

They are a courteous and helpful as the script books allow them to be. The problem is not with the individuals, it's with the system. There are no higher steps, no managers, and no decision makers. This is an awful system.

"A 90 day warranty gives you plenty of time to see if issues are continuing. Gives you time to get it sent back in. That goes back up to my point of you being able to purchase an extended warranty."

I shouldn't have to purchase an extended warranty, and your 90 day comment doesn't not take into account the length of time it takes to send, fix, and send back taking a sizable chunk of that 90-day. Some of the issues I have been having do not show up every
day, so being in a time crunch to have them finally show up is stressful to a user.

"I've never seen anyone spend $350+ for an electronic and not purchase an extended warranty. You never know what will happen, that is why they provide that service."

You haven't met a lot of people out there then. Some car companies offer short term warranties, and as a result, I would never purchase one of those cars. The necessity to purchase an extended warranty is a direct reflection over the quality of a product.
The price is not the issue. I understand I'm taking my chances and if this was a year out of the warranty, I wouldn't be here. Also, your decision to criticize someone based on their choices is neither helpful or appreciated. There are plenty of people out
there who purchase products and can't afford the add-ons.

"I highly doubt anyone is going to make an exception just for you to extend a warranty. Again, there are ways to continously protect your Xbox should anything happen to it."

Does not apply. I would rather make an attempt vs. some of the others who would just purchase a new xbox and swap boxes. My purpose here was more to bring attention to me not being happy about the service and methods of provided by Xbox. If nobody speaks
up, there will be no attention drawn to parts that need to be improved. If I'm alone, they can choose to ignore it. I'm not alone and they still ignore it, but that's on them. These things catch up sooner or later.

"I am sorry that you're having this issue, however throwing in the "I expect an exception because I've been a customer for 10 years" was unnecessary."

10-years is a long time and a loyal customer. I'm not sure your background, but long term customers are highly valued because of the financial gain that comes from loyal users. I'll decide what is necessary for me. I didn't expect it to matter to you.

"You have the customer support phone number, there's also that handy contact us feature on the support pages. Of course you'll wait on hold, Xbox is a fairly large company."

Chase is a large company, but when I call them over an issue or question, I'm on the phone with someone in 2 minutes or less. Size of company just means they need to invest more on the support services. They don't care about customer service as is clear
by my experiences.

""Selling poorly made products" The only issue I've had with my xbox is a nat issue which was fixed AFTER calling customer support in about 5 minutes. So it isn't a poorly made product. Things happen. It is technology it will not be perfect. Just like your
smart phone, things just happen."

I'm glad to hear you got a good one. I had a good Xbox 360, but that doesn't mean there weren't THOUSANDS of people who bought a system that eventually hit the RRoD. I understand technology is not perfect, and that's why most companies stand behind their
products. You better believe I do this with all products that don't live up to the standards I expect or am promised. In all other cases, I have been able to speak to people who can make decisions. Amazon is a great example of customer service. I have had
Amazon employees call me after an issue to be sure it's resolved. Do I think it's really the CS Rep wanting to call me? No, but Amazon has certain procedures in place to ensure customer satisfaction is as close to 100% as possible.

"Again I would recommend hitting up the customer service phone number, or the contact us located on support.xbox.com at the bottom of the page."

Clearly I have contacted them multiple times. I mentioned that, as well as waiting and being hung up on. This is a much more public method of contact, but it's an available method.

"Your question being that you demand an exception because you've been a gold user for 10 years? 98% sure it isn't going to happen. Best thing to do is to go through the proper channels."

Thank you for your opinion, but you're opinion doesn't matter. It was resolved in the end. I went through the proper channels to begin with. There are limited proper channels.

"Again I am sorry that you seem to be having so many issues."

Thank you for your concern. It is unfortunate. My experiences in this case directly led to 3 individuals purchasing a PS4. In the end, it's not a make it or break it number, but you need to look at the big picture. There are individuals out there with a
lot more influence than I have, but that's still 3 users who will not be buying annual gold memberships or items from the store.

 

"Retom, I also noticed that you didn't add in your post that the reason for the "hold on your credit card" is because they send you the Kinect before you ever send yours in, at which time you receive the box to pack it in ALONG with the shipping label to
cover the shipping and handling. So they are simply covering themselves in case you receive the Kinect and decide not to send yours in. Hmm, at least they aren't out of that money now.....I wonder if that's how they made all of that money, by being smart!"

I understand the reason for the hold. However, place your snarky comments to the side and realize many other places keep a credit card on file and will charge it accordingly if you don't hold up your end of the bargain. This is how Amazon works ("if we do
not receive your item in 90-days, we will charge your card the full amount of the item"), this is how hotels work ("if there is damage to your room, we will charge your card the full amount of the damage"), and there is no need to collect up front.

I wouldn't call it smart. It's a method that's used to deter people from following through with a return or exchange. In general, the harder and more inconvenient a procedure is, the less likely people are to use it. Keep in mind that not everyone has the
money to have a hold placed on their cards. It can have serious implications to those who are living paycheck to paycheck. Just because I'm not in that boat doesn't mean I don't understand the potential problems that can come from these practices.

 

Hey ReToM7

You made this thread a while ago i understand you found no answer but can you make a new thread regarding the issue please provide more detail if possible.