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Warning...Xbox One Support are Rubbish - RESOLVED!

joshp Avatar
2y, 5m agoPosted 2 years, 5 months ago
Anyone else experienced their support?

I have spoken to 3 people who offer different advice and are a bunch of liars!

EDIT: Since this began I honestly didn't believe I would find a resolution however after Eden followed this up for me, I can honestly say that I am satisfied with the outcome.

Microsoft contacted me this evening and has offered me a resolution to the issue along with a kind token for the inconvenience.

Thanks again for the help Eden!
joshp Avatar
2y, 5m agoPosted 2 years, 5 months ago
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#1
Hi! I'm an Xbox Community Ambassador. Can I try to help at all? If you explain your issue, I will try to help as best as I can. Also, could you please tell me about your experiences with Xbox Support?

Thank you,

Eden0032
#2
I must admit you get a dif story every time you call and as for twitter n FB they never bloody reply
#3
Eden0032
Hi! I'm an Xbox Community Ambassador. Can I try to help at all? If you explain your issue, I will try to help as best as I can. Also, could you please tell me about your experiences with Xbox Support?

Thank you,

Eden0032

Good afternoon,

I was informed by customer support that the Xbox One came with a 2 year warranty and that I needed to register the device when I purchased the console (as I was buying second hand) upon purchasing and registering the device I see that the console only had 1 year warranty, after queering this it became appant that I have been given incorrect information and that the Xbox One only has 1 year warranty.

At this point I was left disappointed to say the least, so I contacted support again, who agreed with me (as they always seem to) and said they would submit a request to see if any exceptions could be made (I understood this to be extending my warranty as a kind gesture). However after waiting for their response via email, a day later the email contains no relevant information to what we had discussed.

Today I speak again with customer support for 1 hour, which they try and 'find a solution', their solution was to arrange a phone call. Shortly after I received the phone call, they disconnected (conveniently) and I was informed by the gentleman on the phone that they had transferred me to the wrong department and they could not help me.

Everyone seems to be nice and agree with me yet when it comes to a solution, everyone is ignoring the issue and trying to avoid speaking with me. I find this completely unacceptable and if they stated nothing could be done in the first place, then I wouldn't feel so bad but wasting my time is not appreciated.

Kind regards,
Joshua







Edited By: joshp on Jun 25, 2014 16:47: .
#4
mad569797
I must admit you get a dif story every time you call and as for twitter n FB they never bloody reply


Sorry to hear about your experiences too. Is there anything I can try to help with?

Also, please make sure you are tweeting @XboxSupport. If they fail to reply (which is very rare), then tweet them again.
#5
joshp
Eden0032
Hi! I'm an Xbox Community Ambassador. Can I try to help at all? If you explain your issue, I will try to help as best as I can. Also, could you please tell me about your experiences with Xbox Support?

Thank you,

Eden0032

Good afternoon,

I was informed by customer support that the Xbox One came with a 2 year warranty and that I needed to register the device when I purchased the console (as I was buying second hand. Upon purchasing and registering the device I see that the console only had 1 year warranty, after queering this it became appant that I have been given incorrect information that the Xbox One only has 1 year warranty.

At this point I was left disappointed to say the least, so I contacted support again, who agreed with me (as they always seem to) and said they would submit a request to see if any exceptions could be made (I understood this to be extending my warranty as a kind gesture). However after waiting for their response via email, a day later the email contains do relevant information to what we had discussed.

Today I speak again with customer support for 1 hour, which they try and 'find a solution', their solution was to arrange a phone call. Shortly after I received the phone call, they disconnected (conveniently) and I was informed by the gentleman on the phone that they had transferred me to the wrong department and they could not help me.

Everyone seems to be nice and agree with me yet when it comes to a solution, everyone is ignoring the issue and trying to avoid speaking with me. I find this completely unacceptable and if they stated nothing could be done in the first place, then I wouldn't feel so bad but wasting my time is not appreciated.

I will also send you a private message with the reference number.

Kind regards,
Joshua

I will also PM you the reference number.

Hi there. Sorry to hear about this. I'm actually off to work now, but will respond to you in the morning. Hope that's OK.
#6
mad569797
I must admit you get a dif story every time you call and as for twitter n FB they never bloody reply

Sounds like its not just me then!
#7
Eden0032
joshp
Eden0032
Hi! I'm an Xbox Community Ambassador. Can I try to help at all? If you explain your issue, I will try to help as best as I can. Also, could you please tell me about your experiences with Xbox Support?

Thank you,

Eden0032

Good afternoon,

I was informed by customer support that the Xbox One came with a 2 year warranty and that I needed to register the device when I purchased the console (as I was buying second hand. Upon purchasing and registering the device I see that the console only had 1 year warranty, after queering this it became appant that I have been given incorrect information that the Xbox One only has 1 year warranty.

At this point I was left disappointed to say the least, so I contacted support again, who agreed with me (as they always seem to) and said they would submit a request to see if any exceptions could be made (I understood this to be extending my warranty as a kind gesture). However after waiting for their response via email, a day later the email contains do relevant information to what we had discussed.

Today I speak again with customer support for 1 hour, which they try and 'find a solution', their solution was to arrange a phone call. Shortly after I received the phone call, they disconnected (conveniently) and I was informed by the gentleman on the phone that they had transferred me to the wrong department and they could not help me.

Everyone seems to be nice and agree with me yet when it comes to a solution, everyone is ignoring the issue and trying to avoid speaking with me. I find this completely unacceptable and if they stated nothing could be done in the first place, then I wouldn't feel so bad but wasting my time is not appreciated.

I will also send you a private message with the reference number.

Kind regards,
Joshua

I will also PM you the reference number.

Hi there. Sorry to hear about this. I'm actually off to work now, but will respond to you in the morning. Hope that's OK.

That's fine. Thanks!
#8
I'm not sure about you asking for a warranty extension if you've bought second hand. Whilst most businesses offer a year warranty on products to the first buyer only, recent court dealings highlighted that businesses should warranty against their product lasting for a year and not be dependant on who the owner was.min addition, the EU has now pushed out a directive that items should in the EU should have a two year minimum warranty. I forget the directive but you can google it. In addition, you also have the Sales of Goods Act which provides protection for upto six years. However, there are more caveats such as the burdon of proof to prove there was a problem lies within the first six months with the retailer then after than with the purchaser.
#9
redcastle
I'm not sure about you asking for a warranty extension if you've bought second hand. Whilst most businesses offer a year warranty on products to the first buyer only, recent court dealings highlighted that businesses should warranty against their product lasting for a year and not be dependant on who the owner was.min addition, the EU has now pushed out a directive that items should in the EU should have a two year minimum warranty. I forget the directive but you can google it. In addition, you also have the Sales of Goods Act which provides protection for upto six years. However, there are more caveats such as the burdon of proof to prove there was a problem lies within the first six months with the retailer then after than with the purchaser.

Thanks for your response. That information is useful to know however Xbox One's warranty are still valid, even when purchased second hand.

They are like Apple devices, the warranty remains with the device once registered, not the owner. Unfortunately that's not the issue I have.

With regards to extending the warranty, even though I purchased the console second hand, I still have 23 days in which I can pay £59.99 to extend the warranty to 3 years.

As I expected the console to have 2 years, I wasn't to worried, but 1 year is not that long. Rather annoying because some EU countries do come with 2 years warranty, which appears to be why I have been given incorrect information as they did not check my location.


Edited By: joshp on Jun 25, 2014 17:07
#10
Did they answer the phone with a casual yo!
1 Like #11
capend
Did they answer the phone with a casual yo!
.
"yo wot up mofo?"

:D
#12
Send an email to a higher level, Google ceo email to get the relevant one. It's the one thing that has gotten me results when the normal agents have been no help :) (not used in the case of Microsoft)
#13
JoshJoshJosh
Send an email to a higher level, Google ceo email to get the relevant one. It's the one thing that has gotten me results when the normal agents have been no help :) (not used in the case of Microsoft)

Thanks for the advice.
1 Like #14
JoshJoshJosh
Send an email to a higher level, Google ceo email to get the relevant one. It's the one thing that has gotten me results when the normal agents have been no help :) (not used in the case of Microsoft)


No better than talking to the cleaner.
#15
Must admit, when I had an issue as an early adopter there were some niggles with support.

I got to a higher level though and it was replaced without issue.

Been OK since.
1 Like #16
on a positive note I can't fault them, every time i've had an issue, or been that friend who sorts other peoples xbox related issues, I haven't really been able to fault the CSO
#17
Okay, I have another update. Support are still feeding me a load of waffle and not helping me. It is almost like they are deliberately being 'stupid'. So I'm giving up now in frustration and after the Destiny beta is over I will be selling my console!
#18
joshp
Okay, I have another update. Support are still feeding me a load of waffle and not helping me. It is almost like they are deliberately being 'stupid'. So I'm giving up now in frustration and after the Destiny beta is over I will be selling my console!


They got what they wanted.
#19
dontasciime
joshp
Okay, I have another update. Support are still feeding me a load of waffle and not helping me. It is almost like they are deliberately being 'stupid'. So I'm giving up now in frustration and after the Destiny beta is over I will be selling my console!

They got what they wanted.

Yep, minus a customer - which they probably don't care about!
2 Likes #20
I bought a Xbone, Kinect was faulty. Took it back to the store, got a new XBox (Couldnt just swap the kinect unit!). Redownloaded titan fall and everything else, and after 2 days Kinect broke again! Went back, got new Xbone. Working fine although i was very annoyed at having downloaded the games 3 times at this point. Bought Zoo tycoon, went to put the disc in the machine, low and behold the bloody disc tray was faulty.

Took it back to the store and got a PS4, which has been fine ever since. Emailed MS to complain but never heard back.
1 Like #21
cooper2085
I bought a Xbone, Kinect was faulty. Took it back to the store, got a new XBox (Couldnt just swap the kinect unit!). Redownloaded titan fall and everything else, and after 2 days Kinect broke again! Went back, got new Xbone. Working fine although i was very annoyed at having downloaded the games 3 times at this point. Bought Zoo tycoon, went to put the disc in the machine, low and behold the bloody disc tray was faulty.

Took it back to the store and got a PS4, which has been fine ever since. Emailed MS to complain but never heard back.

I don't like to compare them but when I had to contact Sony about a faulty PS4, they were fantastic! I couldn't have asked for more. Within 24 hours I had a gentleman knocking at my door who exchanged the console for a brand new one! Also their customer support was amazing, I could not have asked for more.

I should note however it was a different situation.

Edited By: joshp on Jun 26, 2014 12:12
#22
Doesn't surprise me, Been downhill since launch
http://static.gamespot.com/uploads/original/1510/15104833/2420155-7655634502-ps4-v.gif
#23
cooper2085
I bought a Xbone, Kinect was faulty. Took it back to the store, got a new XBox (Couldnt just swap the kinect unit!). Redownloaded titan fall and everything else, and after 2 days Kinect broke again! Went back, got new Xbone. Working fine although i was very annoyed at having downloaded the games 3 times at this point. Bought Zoo tycoon, went to put the disc in the machine, low and behold the bloody disc tray was faulty.

Took it back to the store and got a PS4, which has been fine ever since. Emailed MS to complain but never heard back.


you raise a good point there, I have just been playing a downloaded titanfall. and have not as yet put a disc in a machine. I'd better try to get hold of one as if my disc tray was broken I's probably not know until the release of elder scroll or whatever I buy in hard copy.
#24
ibblackberry1
cooper2085
I bought a Xbone, Kinect was faulty. Took it back to the store, got a new XBox (Couldnt just swap the kinect unit!). Redownloaded titan fall and everything else, and after 2 days Kinect broke again! Went back, got new Xbone. Working fine although i was very annoyed at having downloaded the games 3 times at this point. Bought Zoo tycoon, went to put the disc in the machine, low and behold the bloody disc tray was faulty.

Took it back to the store and got a PS4, which has been fine ever since. Emailed MS to complain but never heard back.


you raise a good point there, I have just been playing a downloaded titanfall. and have not as yet put a disc in a machine. I'd better try to get hold of one as if my disc tray was broken I's probably not know until the release of elder scroll or whatever I buy in hard copy.
Cant you just put a DVD in to make sure or is it something different.
#25
From http://support.xbox.com/en-GB/xbox-one/warranties-and-repair/console-kinect-warranty


2. Duration

Without prejudice to any statutory warranty to which You may be entitled under any local law applicable to You, and unless any such law provides for a longer term, Microsoft offers this Warranty, for a term of one (1) year from the purchase date of such Xbox One from an authorized retailer, and 90 days for Accessories purchased from an authorized retailer.

UK law states that a device has to be fit for purpose for at least 6 years so you could try that route. It doesn't have to last 6 years however.

See: http://www.parliament.uk/briefing-papers/sn02239.pdf


The law states that a consumer can approach a retailer with a claim about a good they havepurchased for up to six years from the date of sale (or five years after the discovery of theproblem in Scotland). This does not mean that every good sold has to last six years; it issimply the legal cut off point for bringing a contractual claim. A consumer cannot hold aretailer responsible for fair ‘wear and tear’.However, if a good has an inherent fault, the retailer cannot evade responsibility by simplyreferring the consumer to a manufacturer’s guarantee. A guarantee does not replace or limita customer’s statutory rights. Consumers are entitled to rely on the remedies available tothem under sale of goods legislation rather than their rights under a guarantee if they wish
1 Like #26
Well I've certainly got no complaints - I'm very happy with how xbox support helped me.

My xb1 developed a disk read problem - occasionally it would fail to read a disk, but would be fine if I ejected it and reinserted it, but it got worse and after a few months less than half my disks would play - applied to games and films.

I had a webchat with someone in the CS team, who suggested trying a few things - most of which I'd already tried, but none of them helped. She gave me an 0800 number to call the next day (it was after midnight when I was on webchat). Phoned them the next day - a Friday morning. On the following Tuesday morning I received a replacement brand new xbox one console - and a few days later I sent them the faulty unit in the packaging that the replacement one came in.

Can't argue with that sort of service.
#27
Who told you it had two years warranty???

Never heard that before.
1 Like #28
Chiptivo
Who told you it had two years warranty???

Never heard that before.

Xbox One customer support (using the chat feature), I believe it was because they didn't check my region because most other countries do have 2 years warranty., the UK does not unfortunately.

Edited By: joshp on Jun 26, 2014 19:35
#29
joshp
Chiptivo
Who told you it had two years warranty???

Never heard that before.

Xbox One customer support (using the chat feature), I believe it was because they didn't check my region because most other countries do have 2 years warranty., the UK does not unfortunately.

so microsoft aren't liars then?

joshp
I have spoken to 3 people who offer different advice and are a bunch of liars!

and what do you mean they didn't check, did you not inform them that you were a UK based customer?
#30
fwibble
joshp
Chiptivo
Who told you it had two years warranty???

Never heard that before.

Xbox One customer support (using the chat feature), I believe it was because they didn't check my region because most other countries do have 2 years warranty., the UK does not unfortunately.

so microsoft aren't liars then?

joshp
I have spoken to 3 people who offer different advice and are a bunch of liars!

and what do you mean they didn't check, did you not inform them that you were a UK based customer?

You don't understand because I have not disclosed all the information.

On another note, the case is still open and I will update this once I receive a response.
#31
alanlukeb1
ibblackberry1
cooper2085
I bought a Xbone, Kinect was faulty. Took it back to the store, got a new XBox (Couldnt just swap the kinect unit!). Redownloaded titan fall and everything else, and after 2 days Kinect broke again! Went back, got new Xbone. Working fine although i was very annoyed at having downloaded the games 3 times at this point. Bought Zoo tycoon, went to put the disc in the machine, low and behold the bloody disc tray was faulty.

Took it back to the store and got a PS4, which has been fine ever since. Emailed MS to complain but never heard back.


you raise a good point there, I have just been playing a downloaded titanfall. and have not as yet put a disc in a machine. I'd better try to get hold of one as if my disc tray was broken I's probably not know until the release of elder scroll or whatever I buy in hard copy.
Cant you just put a DVD in to make sure or is it something different.

Yeah your probably right, I'll give it a whirl at the weekend
1 Like #32
I see the "Xbox Community Ambassador" hasn't bothered to return

the answer was a pretty simple one, which would take less time to type than the whole cringe worthy leaving for work comment
#33
dataload
I see the "Xbox Community Ambassador" hasn't bothered to return

the answer was a pretty simple one, which would take less time to type than the whole cringe worthy leaving for work comment

Just for confirmation we have been speaking via PM (_;)

However I will be transparent regarding the outcome, when I hear back!

Edited By: joshp on Jun 26, 2014 23:54
#34
dataload
I see the "Xbox Community Ambassador" hasn't bothered to return

the answer was a pretty simple one, which would take less time to type than the whole cringe worthy leaving for work comment
Im a xbox ambassador they accept anyone lol and pay you in redeemable codes but it isnt worth the effort
#35
alanlukeb1
dataload
I see the "Xbox Community Ambassador" hasn't bothered to return

the answer was a pretty simple one, which would take less time to type than the whole cringe worthy leaving for work comment
Im a xbox ambassador they accept anyone lol and pay you in redeemable codes but it isnt worth the effort

Can you please inform me how you become a Xbox Ambassador, maybe by PM?

Edited By: joshp on Jun 27, 2014 00:14
1 Like #36
joshp
alanlukeb1
dataload
I see the "Xbox Community Ambassador" hasn't bothered to return

the answer was a pretty simple one, which would take less time to type than the whole cringe worthy leaving for work comment
Im a xbox ambassador they accept anyone lol and pay you in redeemable codes but it isnt worth the effort

Can you please inform me how you become a Xbox Ambassador, maybe by PM?
https://ambassadors.xbox.com/
2 Likes #37
joshp
alanlukeb1
dataload
I see the "Xbox Community Ambassador" hasn't bothered to return

the answer was a pretty simple one, which would take less time to type than the whole cringe worthy leaving for work comment

Im a xbox ambassador they accept anyone lol and pay you in redeemable codes but it isnt worth the effort


Can you please inform me how you become a Xbox Ambassador, maybe by PM?

after reading this thread..I really don't think it's for you..
#38
dataload
joshp
alanlukeb1
dataload
I see the "Xbox Community Ambassador" hasn't bothered to return

the answer was a pretty simple one, which would take less time to type than the whole cringe worthy leaving for work comment
Im a xbox ambassador they accept anyone lol and pay you in redeemable codes but it isnt worth the effort

Can you please inform me how you become a Xbox Ambassador, maybe by PM?
after reading this thread..I really don't think it's for you..

haha I was just interested to be honest, thanks for the link alanlukeb1.


Edited By: joshp on Jun 27, 2014 09:48
banned#39
Microsoft support is horrible in general.

Nothing can ever beat tmobile in the crap service stakes though. Truly awful.
1 Like #40
Eden0032

Hi there. Sorry to hear about this. I'm actually off to work now, but will respond to you in the morning. Hope that's OK.

http://www.espritjjb.com/wp-content/uploads/2013/11/quand-le-prof-nattends-quetoi-pour-commencer-lesalut.gif

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