- Oct 30, 2012
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OK so as the title suggests this is a bit of a rant.
Xbox one working fine Thursday night. On Friday night I turn it on and Kinect doesn't power up and the controllers don't function on the homescreen. Did the usual checking connections and replacing batteries in controllers then turned the xbox on via controller. Kinect still doesn't power up and even though I turned the xbox on with a controller the controller doesn't function on the homescreen. Its pretty late so I leave it and hope to sort it out the following morning.
So early Saturday morning I completely disconnect the xbox then reconnect it all - same issues - get online and chat with support and get informed that the hardware is faulty and I should send it back to the shop for replacement. Phone up Game when they open and ask if the have any Xbox's in stock as my day one edition has stopped working. Get told that they haven't got any day one's in stock and all other stock is for preorder customers they do however tell me that I should phone Microsoft as they have been told they will replace your day one with another and give you a free game for the inconvenience.
Phone up Microsoft and the support guy tries to go through telling me how to try to reset the console but tells me everything that I have already tried, when I inform him I went through all this with online support this morning and they told me my hardware was faulty and needed replacing he tries to palm me off to a website to download an update for the controllers. I question when the update was released as the console worked fine 2 days ago. When he tells me the update came out at launch I start to get annoyed that this guy is just reading from a sheet in front of him and hasn't got much of a clue.
So we get onto the subject of a replacement
Support: "We can send you out a new console within 3-5 business days upon receiving it you will then have to send us your faulty console which will normally reach us within 3-5 business days. However I first need to make a charge of ?349 for the xbox and ?149 for the Kinect this will be held until we receive your faulty console and it has been checked by support."
Me: "Sorry, what was that? You want to take ?500 out of my account for a ?420 console and hold it for at least two weeks?
Support: "Yes. The extra is to pay for couriering your new console and the faulty one"
Me: You've got to be joking. I haven't got ?500 sitting in my account that I can lose for two weeks, two weeks before Christmas.
Support: Well the other option is that you send your xbox in for repair but that would mean you would have to wait between 3-5 weeks for it to be returned.
By this point I am pretty annoyed. Im not raising my voice but the tone has definitely changed to quite aggressive.
Me: "That's completely unacceptable and entirely ridiculous. Under the sale of goods act I have the right to a new console without charge as the item I have purchased is faulty, When my xbox 360 picked up the red ring a month after launch I was couriered out a replacement without any charge and the courier took the faulty one away with him. Why have you suddenly decided to use two courier services when one could do the whole thing"
Support: "I'm sorry sir I can understand your frustration but this is the way we are doing things"
Me: "Is your xbox one faulty?"
Support: "No sir I don't have an xbox one"
Me: Has someone just asked you for ?500 for no real reason?
Support: "No sir"
Me: "Then don't tell me you understand my frustration. This is completely ridiculous and no way to treat customers that have just spent a sizeable chunk of money on new goods that should work and if faulty be replaced immediately without the ridiculous charge.
Support: "Sir the money is refunded once we receive your console and support have verified its faulty"
Me: Why?
Support: "Its to stop people getting a new console and keeping the original one"
Me: You mean keeping the faulty one that doesn't work?
Support: "Yes it may well not be faulty"
Me: "Ok If I give you my bank details can you transfer me over ?500 - I will give it back to you once I confirm the console you send me isn't faulty".
Support: "No sir the console we send you will be a new unit and will work"
Me: "I have a new unit and it doesn't work. Why should I trust you with my money if you aren't going to trust me with your hardware this is ridiculous you have been no help at all and have just made what should have been a simple procedure an unpleasant and sour experience im going back to the retailer for a full refund and maybe purchase a PS4 as I hear they treat there customers better."
Support: Im sorry sir, that's entirely up to you of course.
Me: "yes it is. goodbye"
So now im fuming.
Phone up Game again and relay the basics of the conversation I just had. They are disgusted as I am and offer me a full refund and inform me that the other Game in the shopping centre has some stock that I could then go and purchase if I wanted. By the time I get to Game a few hours later they said they have phoned round a few of the preorders and have managed to source me a day one console that hasn't been purchased. So im a happy shopper again and give my thanks to the manager for doing what a massive corporation should have done in the first place. They take my faulty console and plug it in to give it a test so they can fill out a report.
Xbox one powers up, Kinect powers up and recognises me from 10 ft away signs me in and the guy in the shop holding the controller starts navigating round the screen.
Incredibly confused and relieved I leave the shop with my xbox, once again thanking them for being so helpful get home plug everything back in and its been working fine all weekend.
Xbox one working fine Thursday night. On Friday night I turn it on and Kinect doesn't power up and the controllers don't function on the homescreen. Did the usual checking connections and replacing batteries in controllers then turned the xbox on via controller. Kinect still doesn't power up and even though I turned the xbox on with a controller the controller doesn't function on the homescreen. Its pretty late so I leave it and hope to sort it out the following morning.
So early Saturday morning I completely disconnect the xbox then reconnect it all - same issues - get online and chat with support and get informed that the hardware is faulty and I should send it back to the shop for replacement. Phone up Game when they open and ask if the have any Xbox's in stock as my day one edition has stopped working. Get told that they haven't got any day one's in stock and all other stock is for preorder customers they do however tell me that I should phone Microsoft as they have been told they will replace your day one with another and give you a free game for the inconvenience.
Phone up Microsoft and the support guy tries to go through telling me how to try to reset the console but tells me everything that I have already tried, when I inform him I went through all this with online support this morning and they told me my hardware was faulty and needed replacing he tries to palm me off to a website to download an update for the controllers. I question when the update was released as the console worked fine 2 days ago. When he tells me the update came out at launch I start to get annoyed that this guy is just reading from a sheet in front of him and hasn't got much of a clue.
So we get onto the subject of a replacement
Support: "We can send you out a new console within 3-5 business days upon receiving it you will then have to send us your faulty console which will normally reach us within 3-5 business days. However I first need to make a charge of ?349 for the xbox and ?149 for the Kinect this will be held until we receive your faulty console and it has been checked by support."
Me: "Sorry, what was that? You want to take ?500 out of my account for a ?420 console and hold it for at least two weeks?
Support: "Yes. The extra is to pay for couriering your new console and the faulty one"
Me: You've got to be joking. I haven't got ?500 sitting in my account that I can lose for two weeks, two weeks before Christmas.
Support: Well the other option is that you send your xbox in for repair but that would mean you would have to wait between 3-5 weeks for it to be returned.
By this point I am pretty annoyed. Im not raising my voice but the tone has definitely changed to quite aggressive.
Me: "That's completely unacceptable and entirely ridiculous. Under the sale of goods act I have the right to a new console without charge as the item I have purchased is faulty, When my xbox 360 picked up the red ring a month after launch I was couriered out a replacement without any charge and the courier took the faulty one away with him. Why have you suddenly decided to use two courier services when one could do the whole thing"
Support: "I'm sorry sir I can understand your frustration but this is the way we are doing things"
Me: "Is your xbox one faulty?"
Support: "No sir I don't have an xbox one"
Me: Has someone just asked you for ?500 for no real reason?
Support: "No sir"
Me: "Then don't tell me you understand my frustration. This is completely ridiculous and no way to treat customers that have just spent a sizeable chunk of money on new goods that should work and if faulty be replaced immediately without the ridiculous charge.
Support: "Sir the money is refunded once we receive your console and support have verified its faulty"
Me: Why?
Support: "Its to stop people getting a new console and keeping the original one"
Me: You mean keeping the faulty one that doesn't work?
Support: "Yes it may well not be faulty"
Me: "Ok If I give you my bank details can you transfer me over ?500 - I will give it back to you once I confirm the console you send me isn't faulty".
Support: "No sir the console we send you will be a new unit and will work"
Me: "I have a new unit and it doesn't work. Why should I trust you with my money if you aren't going to trust me with your hardware this is ridiculous you have been no help at all and have just made what should have been a simple procedure an unpleasant and sour experience im going back to the retailer for a full refund and maybe purchase a PS4 as I hear they treat there customers better."
Support: Im sorry sir, that's entirely up to you of course.
Me: "yes it is. goodbye"
So now im fuming.
Phone up Game again and relay the basics of the conversation I just had. They are disgusted as I am and offer me a full refund and inform me that the other Game in the shopping centre has some stock that I could then go and purchase if I wanted. By the time I get to Game a few hours later they said they have phoned round a few of the preorders and have managed to source me a day one console that hasn't been purchased. So im a happy shopper again and give my thanks to the manager for doing what a massive corporation should have done in the first place. They take my faulty console and plug it in to give it a test so they can fill out a report.
Xbox one powers up, Kinect powers up and recognises me from 10 ft away signs me in and the guy in the shop holding the controller starts navigating round the screen.
Incredibly confused and relieved I leave the shop with my xbox, once again thanking them for being so helpful get home plug everything back in and its been working fine all weekend.