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+2I've been extremely unsatisfied by the Xbox One. I can also speak for my two friends that are experiencing nearly the exact same issues. The three of us have always considered ourselves Xbox "fan boys" - we've owned every Xbox (all purchased on day one) and there was never a PS4 versus Xbox One debate, because we knew what we would buy from the very beginning. Considering we've bought consoles on launch days before, we understood that some bugs would occur, but our past experiences taught us that Microsoft would take quick/appropriate action to resolve them. From our experiences, the Xbox One seems to be far from "consumer ready," much more so than past consoles, and my recent dilemma with Xbox Support left me far less than satisfied. My (Our) Issues: 1) both of my controllers fail to stay connected to the Xbox during gameplay - they'll randomly bug out, causing the screen to go grey, asking me to reconnect my controller. After a few seconds, the controller will regain life/functionality and I can exit the screen and resume. Regardless what controller I use (both are official Microsoft controllers), whether I'm using new AA's or the Microsoft rechargeable battery, the issue occurs. Sometimes I'll play for an hour with no interruption, other times it'll happen 3-4 times in a 15 minute span. The system is in the basement with no appliances or other major electrical equipment nearby. 2) using the headset to chat online is spotty at best. When my two friends and I are in our own private party chat, our headsets will bounce around from working fine, to not working but hearing chat audio through the TV speakers, to not working at all. It's disruptive to the game and our conversation, when we're left to unplug/reconnect/hope for the best. This issue (working fine, to not working at all) happens midgame, so it's not as if there's a problem with a setting. 3) How in the hell is HBO Go still not an option? VERY frustrating to hear that PS4 will be getting the app very soon. 4) I can't be very specific with this issue, but the entire party connecting system seems to be a mess. Party invites will be sent, but not received by friends and vice versa. Sometimes we can connect to one another right away, other times it takes 5 minutes of sending multiple invites before we're able to join up (this mostly happens when playing COD). 5) You can't change controllers midgame - you could do this with the Xbox 360 and it's dumb that you can't on the Xbox One. What I'm referring to: if I'm signed into Xbox Live, in a party, and playing COD but I want to change controllers (dead battery, other controller not functioning properly, etc.), I have to exit the game, leave the party, sign out of Xbox Live, power off the old controller, power on the new controller, and then sign back into Xbox Live and reconnect with the game and my party. Quite the process, when before, all you had to do was turn the controller off, and turn the new controller on and it'd sync up just fine. My Support Experience (1/21/14): I first browsed forums for some of the issues and found many people upset over the same ones. Specifically with issue #1, many people were reporting that Microsoft was sending out new controllers/systems to fix the problem, but more often than not, the problem wasn't being fixed. This tells me that Microsoft doesn't know what the problem is, they're just blindly sending out replacements that may/may not be affected with the same problem. So, not being satisfied with the forums, I took to the online chat. The first person I spoke with was nice, but ultimately wasn't able to help resolve any of the problems. I then spoke with a second person, who seemed to have a difficult time typing English...it's annoying enough when there's a thick accent over the phone, making it tough to understand, but hiring someone who doesn't know how to type coherent sentences is beyond frustrating. Here's a transcript of some of that conversation: Magdalene: Thanks for the info, Ryan, yes we have here your account and the previous support you spoke will do the stuff here, as of the moment our game engineers are currently working on the system update, with regards the inquiry you can't be able to switch the controller on this matter without passing through the home screen, basically if you will be able to disconnect your controller you will need to resync it on the console. Ryan: Uh...a lot of your words/sentences seem to be jumbled up, but let me see if I'm following you - as of this moment, I can't switch controllers without exiting the game and signing out, then back in to Xbox Live - is that correct? Magdalene: Sorry for the confusion, I know what you are thinking right now, just a heads up the console is a new console, some of the customers are experiencing rare situation that we can say it was not normal, to be honest with you our customers, 1 or 2 of them, changing controllers are not getting them to the home screen, but majority of them are booted to home screen, what we are trying to say was that, the console is currently on the process of upgrading with the help of our game engineers. Ryan: Yikes. Time to talk with someone over the phone. It's very difficult to understand what you're trying to say. Thanks for trying. My Support Experience Continued: That was almost funny - I think I was receiving support from the same guy who writes those "please donate to help a Nigerian prince get his fortune back" emails. After that fun, I decided to get someone on the phone. I explained all of my issues/problems and the tech said he's heard this kind of thing before getting resolved with a new controller and/or system, so we began that process. We decided to first replace the controllers and see if that'd work. Then, the tech said something to the effect of, "Uhh, I don't know why, but it looks like you'll have to pay for the shipping cost of returning your controllers to us." I replied, "I guess you haven't been doing this too long, if you didn't know what happens when a customer needs to return a defunct product." The tech went on to explain that he's just never returned controllers before and that Microsoft does send a prepaid label when returning faulty Xbox consoles. Frustrated, I said, "I thought you've returned controllers before, with the very problem I was having." He then clarified that he's never actually heard of my exact problem (it was a different controller issue he had heard of), but just thought a replacement controller may do the trick. I explained that I've heard many people online send controllers/systems back and forth, without actually fixing the problem, and I don't like the idea of paying for something that may not fix my issue. Extremely aggravated but with no alternative options presented, I pushed on with the plan to return the controllers, then I was told that he already processed the order to have one controller replaced, and I'd have to call back and have a second order placed for the second controller (and a third call would need to be made, for a third order, regarding my headset). Amazed, I had him confirm what I was hearing - he said I'd need to call Support three times, so three orders could be placed (one for each controller and one for the headset), because he can only do one at a time. He also went on to say that I'd need to package/ship all three items separately. At this point, I knew this person surely didn't know what they were talking about, or was just trying to get me off the phone, so I asked for a supervisor. My Support Supervisor Experience: After 30-40 minutes of waiting (all the while, the original tech sat on the line with me, chatting about sports, how weird it was that the supervisor was taking so long, and being fairly annoying in general - when he could have been helping others), the supervisor was finally given the phone. I told him all about my issues (not just with the Xbox, but with Support as well). He did clear up that the tech should/could have taken care of all faulty items on the same phone call, but did say I'd be responsible for the return shipping. He also claimed to never have heard about my controller issues (here's 44 forum pages, beginning on launch day and continuing through today: http://forums.xbox.com/xbox_forums/xbox_support/xbox_one_support/f/4269/t/1627064.aspx?PageIndex=1...some people have gone through 3 consoles, and are still having the same issue), but suggested I go to a friends house to try out my controllers/headset, so I can determine whether the controllers/headset are faulty, or if it's my console. This logic makes sense, but I'm not 14, constantly going to buddy's houses to play Xbox after school. I'm pushing 30, as are my friends, we all work and we play Xbox through Live 1-2 times per week (or at least try to, when it's working). Besides that, I only know a couple people with the console and they don't live just down the street, so the idea of me troubleshooting my faulty products all throughout St. Louis wasn't exactly something I deemed fair/satisfactory. Again, despite still being extremely unsatisfied, but with no other apparent options, I said okay and I got off the phone. All in all, I'd say I spent 4-5 hours of the day, dealing with Xbox Support, only to be in the exact same situation afterward. The fact that I've always been a Microsoft supporter, makes this all the more annoying. I began to fill out a negative survey from an auto-generated email, but it didn't allow enough characters to tell my full story and frustrations, so here I am. Microsoft: I want to know what you're doing to make this right. Sincerely, A pissed off "fan boy"
58%Agree42%Disagree
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