[Updated] Microsoft on faulty, scratched Xbox Ones: “we plan to take care of our customers”
Few major launches are free from problems, and it looks as though this has been the case for the Xbox One. Demand for the console was incredibly high, so there were obviously going to be a few upset gamers unable to get their hands on the device. But this has not been the only problem — there have also been reports of scratched and damaged consoles causing disappointment.
Some Xbox One buyers have unboxed their console at home only to discover that the casing is scratched. Few people are going to be happy at the prospect of having something that is less than perfect having spent so much money on it, but it gets worse. Other users have reported problems with the console’s disc drive which essentially renders the console unusable. Search YouTube and you’ll find numerous videos of Xbox One owners showing off their problematic consoles.
Ordinarily if would be a simple matter of heading back to the shop the console was purchased from, but with demand currently so high, the chances of being able to get hold of a second console are fairly slim.
We contacted Microsoft to find out how widespread the problem is and what those affected should do next. The company responded quickly, but the advice is, sadly, fairly generic:
We know that with a hardware launch of this magnitude customers will have questions and we have many avenues for customers to get the answers they need and get back in the game as soon as possible. Rest assured we plan to take care of our customers.
Any customer who believes they are experiencing an issue with their Xbox One should reach out to us. There are many avenues available for customers to get in touch with us including:
o Talking to a live customer support person that can call you back if you don’t want to wait
o Xbox.com for support pages and forums
o On Twitter with @XboxSupport
o There are also Help and diagnostics on the console by saying “Xbox Help”
Did you bag yourself an Xbox One on launch day? Was yours free from problems or have you found yourself with a console with scratches or other issues?
Microsoft seems to be giving precisely the same response to everyone who gets in touch with them. However, Kotaku has managed to squeeze something extra from the company:
“Customers have the option for us to send a replacement console right away without waiting until they have returned their old one. This means a customer only has to wait a matter of days, rather than weeks to get back up and running.”
If your Xbox One is problem-free, count yourself lucky! Take a look at the video compilation below featuring people who have been less fortunate.Further reading: Microsoft, Xbox One