Live Call With Xbox One Customer Support Round 2

MasonicGamer: Last week and after just 3 days my launch Xbox One stopped reading discs. Some of you may have seen my last video Live Call With Xbox One Customer Support.

Well today Monday 2nd December 2013 my replacement Xbox One arrived after 7 days of waiting. With excitement I switched the consoles and downloaded the update only to find that the replacement Xbox One console as the same problem as the first console, IT DOESN'T READ DISCS. So yet again I am left with a £450 paperweight.

I rang Xbox One Customer support again and below is the recording of the conversation I had with Henry (don't think thats his really name). I have had to cut some sections as I needed to give personal details and was left on hold for over 10mins. Sorry about audible noise at the start I was a little close to the mic it clears up after a couple of mins.

[sigfredod]

It seems that really is something wrong with the xbone drive, the reports are rising and 2 in a row? wow, he should check the serial number maybe they send back the old one by mistake

[Gridloc]

I think he said he still has to UPS his first one back. Now sounds like he has 2 to UPS back. Feel sorry for the guy...
Edit: I'm wondering now if they are repairing these faulty ones and sending them out as replacements, and or reselling them as refurbished...

[KYU2130]

actually MS said that they will attempt to repair the defective console before even thinking about sending a new one. So it is possible that all they did(after seeing what the inside of the console looks like) is replace the drive and re-box the console.

but thats just what i think.

[nukeitall]

It is standard practice to repair the console, but personally, I would take it back to the store and demand a new one. If they don't have one, to reserve me one when they do.

I don't take sloppy seconds on a purchase within 30 days.

That said, did anyone else think this guy is kind of a d!ck?

So glad I don't work in customer service, but the customer service representative needs to know exactly what you do and what happens. They need to verify the problem and they exhausted all solutions that can be done immediately before shipping you another console.

That gives you faster service.

That said, if you are so upset with the console, just take it back to the store, get your money back. Fact of the matter is, these companies do care. Why?

a) at launch consoles are sold at a loss (although this generation it is smaller than ever) so the profit comes later when you buy content, and accessories

b) it costs the manufacturer money to replace broken consoles and have employees troubleshooting. There is no gain in this.

c) Returns also cost the manufacturer, and the retailer

d) It also affects the manufacturers reputation, that again affects their sales.

This isn't a fly by night outfit so claiming "they don't care, as they already got my money" is BS.

Did anyone consider that this might be the disc, and not the consoles?

He doesn't show the problem on screen, and is being extremely vague about it.

I might have missed it, but the customer service rep didn't ask for detailed information either. That is very odd.

[jb227]

@nukeitall

If you watch the first video that the guy does, he is very reasonable and patient through the whole thing, possibly having to deal w/ hours on the phone w/ these people as well as giving out upwards of a thousand pounds to get the issue fixed in a rapid manner, only to get a second bricked console has worn him down a bit, which is totally understandable. Also, when someone spends such a large amount on a system and games at launch, reserving one for a later date is usually out of the question, I personally would ask for a full refund and maybe try again in a year or twos time if i still felt up to it. Yes consoles are typically sold at a loss, but that's not necessarily the case this gen, all breakdowns have put potential profit at around 20 dollars a unit. It's not the disc w/ issues as the man has plainly stated that he has all of the launch games, and has probably tried every one before going through this. At the end of the day, the UI is reportedly difficult to navigate w/o Kinect, and a large warning under the disk drive about refraining from moving the console w/ a disc inside points to the fact that the console should've been delayed when they decided to ditch the drm. Microsoft shipped an incomplete or broken console in order to compete w/ Sony during the holidays when what they should've done is put the system out when it is fully ready at a later date. It seems like the fact that the disc drive was originally intended to only install games on an occasional basis that the quality was skimped on. Both systems have their launch issues, but it seems at least in Sony's case that they might have been a bit more prepared to launch when they did, and in Microsoft's case, last gens ridiculous rrod debacle should have taught them a hard lesson, if one console needed to launch w/ little to no problems, it was Microsoft's

[LiQuiZoN]

Should of not supported xbox. Pay more and get less. That's the Microsoft way!
Ps4 has been seamless for my gaming needs.

[VENOMACR1227]

Plenty of X1 users have had no issues. Obviously if someone has an issue they will be pissed off. Plenty of PS4 users had system issues Day 1. Luckily for you you have not had any problems. Pay more get less? Maybe in yours eyes when comparing hardware specs to hardware specs. The $500 is justified with the included Kinect which is valued well above $100, also the headset is far better then the PS provided ear buds. I'm very happy with my X1 so far and so are many others.

[maddskull]

@venomacr1227 you can use your old headsets on the ps4 and they will bring a patch for the headsets that dont work.
the xbox had day 1 issues the reading discs error and some had the green screen and the reports say that the xbox one had more issues than the ps4 especially the disc reading alot had problems

[VENOMACR1227]

@maddskull

Didn't the PS4 have the blue light of death? Problems reading discs? The fan sounding like a jet engine? Each system has had it's issues on launch.

[Juangie3]

He did not ship the other one back yet he said in the video.

[OldSchoolGamer]

Feel so bad for this guy. This was so me last generation, this brought back deja vu. Went through 11 defective launch 360's. The most frustrating thing is their lack of empowerment to fix the issue. Microsoft puts all the emphasis on the customer to suffer and do all the work its a shame.

My favorite conversations with them: after the 5th broke they had outsourced their call center to India and apparently didn't send any records over so when I called about that one they would not expedite any shipping of the coffin or the return as it was my first broken one regardless of arguing. When my 7th died and x box racing wheel was DOA I got called by tier 3 from the Microsoft campus. I was assured in the future I could work directly with them in the future, simply ask for them and it would be notated on my account, no number could be provided for direct contact though (which should have raised flags in my head). For console 8 I call and they claim that tier 3 doesn't exist (even though I had worked with them 3 months before). My final console sadly stopped reading my game disc's and was not RROD, so my extended warranty ran out by that time and only a RROD issue was covered by their 3 year extra extended warranty they offered for their poor manufacturing. Throughout it all I asked for a second gen console each and every time that had reduced failure rates and was told no because that's not what I had purchased, and I said I should be entitled to one that simply works for all the hassles, but of course not. That one I actually had to buy a brand new one (or have wasted about a grand on games and accessories). The final straw was for my 10th x box live anniversary they sent me $0.25 worth of live points which would mean I would need to spend more money to take advantage of the "gift." I called and went on their chat support to tell them to keep their quarter and see if they would do anything as a last chance to retain me as a Customer since I was an original x box purchaser and live supporter since day 1 and they could only apologize.

Suffice it to say I am now a day one Sony PS4 owner. Sad to hear they haven't learned how to treat customers and their product is still broken garbage that causes more intense times of frustration and anger that was more memorable than the fun times it actually worked.

Speak with your wallet and don't support bad customer service and broken products, only then might they actually change or they go out of the console business.

[maddskull]

sorry to tell you that you are stupid to have many 360's that are defective and keep getting another one

[ambientFLIER]

WTF? 11 xboxes? I've been gaming on the 360 ever since 2007, so for 6 years, and quite a lot, and out of the 4 xboxes (3 bought for others), only 1 ever died (video card fried, not rrod). The one that died was a 20gb launch unit. One 60 gb unit, one launch arcade and one 250gb slim are still perfect. Either you have the worst luck in the world, your power source is frying these things, or it's fake...

[MasonicGamer]

Nope I still have the first (Launch Console) with me, all boxed up and waiting on UPS to pick it up tomorrow.

When you report a faulty console you have to put a £300 deposit down and Microsoft send you a 'New' replacement, you then switch the consoles and return your old console in the box with a pre paid UPS sticker included.

I know I am not the only person with these launch issues, 2 of my friends are having the very same problems with the drive not reading discs. They are still waiting on their replacement consoles so at this time do not know if they got sent faulty ones...

[Neonridr]

Oh my god, I feel so bad for you. I watched your first video and couldn't believe how polite you were through all of that. At least you are clearly showing your frustration this time.

Here's hoping they open the vault for you this time around.

PS - I really hope that was Vodka in that glass you were drinking.

[Qwagy UK]

Nightmare

[MasterCornholio]

His replacement is having problems.

Talk about bad luck.

[True_Samurai]

I thought my x1 was having problems when I first got it. There was no sound coming from my TV. Called CS and they told me to turn on surround sound on my TV and it worked. Mines was quite polite

[Excalibur]

What an utterly poor what to do business, I feel bad for this guy.

If it were me I'd take the first one back to the store I bought it from and get my Money back and I would have asked for an R.A. number and shipping label on the second, I'd be done with the One until Microsoft got their heads out of their @sses.

[Volkama]

Kinect can see all those playstation boxes in the background. You need to reason with it. Tell it you love it. Tell it those discs are just data, they don't mean anything. All you want are XBox games, and you're sorry. Then it might take discs.

Or just send it back again, and see if you can wrangle a second free game as compensation for the error.

[MasonicGamer]

LOL...

I wish it could see the shelves above and to the left of the camera that are full of cartridge based games, N64, NES, SNES, Mega Drive etc... And guess what these old retro machines still work and read the cartridges after all these years....

[Volkama]

Even the NES? That's impressive, it only took a spec of dust to stop that thing when it was current :)

[Skate-AK]

I have two NES that still work.

[amiga-man]

The guy was so patient and understanding with his first Xbox failing, i'm not surprised he is losing patience with the replacement having exactly the same problem, poor sod.

I hope to god his third one is ok or he will be ready to strangle someone and I don't blame him

[BattleTorn]

Believe it or not, I've had similar experience with my PS4. (I say that like that cause I know plenty won't)

My first PS4's USB jacks died, preventing my from syncing a second controller, or charging, and using Safe Mode.

My second would not turn on.

I told Sony support that shipping it to them for a 5-10 business day repare (and possibly receive the same unit, refurbished) was simply not ever going to be an option.

I have luckily been able to swap my units over-the-counter (twice) at my retailer.

Fustrating, but it hasn't kept me from siding with the PS4 more so than X1 - which I also own.

[Manic2014]

Feel Sorry for the guy, getting to faulty consoles suck.

Both of my xbox one and ps4 are working perfectly fine. Hope this guy and any others with the problems get antihero free game for compensation.

[iceman06]

I agree. Regardless of console of choice. It just plain sucks when something that you pay so much for is consistently broken. I too hope that this guy and anybody else gets what they paid for and more!!!

[solidboss07]

Fanboyism aside, if it was me I would seriously consider getting a full refund and then getting the 'other' console. Or wait a couple of months to see how the dust settles with these new machines before committing.
2 duds is not very reassuring.

[BattleTorn]

2 duds for me hasn't been fun. But luckily my retailer has swapped me over-the-counter, twice!

[GutZ31]

I feel bad for this guy. Had similar issues with PS3 and xbox360 last gen.

[GortJester]

That sucks. I, on the other hand, had a terrific experience with Microsoft Customer Service last night. My controller from my Day 1 edition has been acting up, randomly shutting off, and buttons going hay-wire and not registering sometimes. I hopped on chat last night and within about 7 minutes, the issue was wrapped up with the person sending me out a New Controller with no payment required on my end to receive it or get the defective one back to them. I call that a win in the end, even with being put out by the defective one in the first place. Good luck!

[solidboss07]

My Sixaxis controller that came with my launch PS3 failed years ago. At the time I took the controller to the shop from where my console came, and got them to replace it.
I am Sony fan, but I like M.S's attitude towards you in replacing your controller with absolutely zero fuss.

[mrmarx]

I feel for the man but... he should not have bought it in the first place.. get a 4!

[gedden7]

This was me at the xbox 360 launch.... Too many BAD memories...

[strigoi814]

two in a row?? what?

[alti]

Jesus, it's like me dealing with Internet tech support. "Do a magic reset to fix the fact we gave you a shitty modem! Yay! We're sorry your router is totally incompatible with our hardware--here, but another router from us! Yay!!" If i could murder tech support people, i would. A good strangling at least.

[KYU2130]

looks like MS has a large batch of defective BD drives. What did they do?Pick the ones out the bottom of the batch for discount prices?

i really do feel sorry for him. XB1 could be a good console if it got its issues sorted.

[Juangie3]

Lol @ mhmm.. mhmm .. mmmmmmmhmmmmm ...

[oldassgamer]

That was the first thing I caught on to

[ilovefatgirls]

hope he got a receipt

[ziggurcat]

oh man, that really sucks that the replacement has the same problem. i know i would be really bummed out to have to go through the RMA process a second time.

[NikonSteve]

"Sir.........have you tried putting a disc in the console?"

[BattleTorn]

I seriously don't understand why this phone call was so pain staking.

I've called Sony, and then immediately tell you they can dispatch a box (to send the console to them) - and ask if you'd like to start this process.

That's it. They don't appologize numerous times, and dodge the service. And they don't say "we can't do anything for you at the moment" "we'll call you in three days"

[Skate-AK]

Lol. Is that just a small glass for water or is he taking shots?