730°

Broken Xbox One Controller Leads to Questionable Customer Service

Upon opening the box, he wrote in his blog, he found what you see in the picture above — a controller missing both rear side panels. Patience says he immediately contacted Amazon, only to find out that they couldn’t replace his Day One controller, simply because they didn’t have any replacements to send. The retailer did offer him a small refund, and encouraged him to follow up with Microsoft support. That’s where things got weird.

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gamefront.com
Excalibur4485d ago (Edited 4485d ago )

I'm not defending or condemning Microsoft here but in this day and age of Facebook, Twitter, Reddit,N4G and any other blogger/forum site literately 1000's upon 1000's of potential consumers see how you treat your current customers, good or bad, I don't understand why they would risk losing future sales over a $50.00 (our cost) controller, especially when it was shipped to this guy this way.

It amazes me that customer service (everywhere) hasn't step up their game 10 fold.
Make it right without any fuss or tons of people will know about it.

thorstein4485d ago

You are correct. How hard would it be for MS to have a live chat set up so they could see the controller as it was shipped to him. Then they could deal with it.

On the other hand, he should have bought a PS4. ;-D

Pogmathoin4485d ago

Thorstein, he probably preferred what X1 has to offer over what PS4 has. Freedom of choice is great, even certain people here condemn you for wanting something else. Then they call MS evil?? Funny world.....

ZombieKiller4485d ago

This is why I despise MS. Why I won't buy another one of their consoles ever again and this, in it's finest form, is my whole issue on them entering the games industry. They try to capitolize on EVERYTHING so new gamers entering the scene think it's the norm....just look at the $50 a year payment for XBL! Now it IS the norm, but might not have started if not for MS. They crap on their customers. I would have returned the console for a PS4 after the first objection from the customer service.
My PS4 crashed on me already...the ethernet port stopped working... and in about a weeks time, I had a new one from Sony and spent NOTHING. OK, maybe the gas to get to the FedEx store BUT THAT IS IT!
They were incredible about it, apologized sent me a shipping label, overnight box, AND expedited the order. This is why I will forever be a Sony gamer.

Jessika_S4485d ago

No one is going to send you a replacement without receiving the thing your trying to replace in the first place. I understand that it shouldn't have happened in the first place but it did and he got valid response he has 3 kids so he is going to need more the one controller.

hulk_bash19874485d ago (Edited 4485d ago )

It's always disheartening to hear when something like this happens. Especially when he purchased it to enjoy with his children for the holidays. This situation was handled very poorly on MS end. And as a consumer, I would feel this way no matter what company it was.

truefan14485d ago

Of course this article had to be written, there was a legitimate article about the problems with the ds4. No way can there be negative ps4 news on this site.

ZombieKiller4484d ago

@truefan: I'm quite a fanboy and stated that my PS4 busted. That's negative.

Secondly, did you ever stop to think WHY Sony fans act the way they do? We, as gamers, are treated with respect from our company. Which is why it's my company of choice in the first place. Maybe if MS treated me like a gamer instead of a dollar sign, I would chose them. I'm sorry but there is nothing nice I can say about Microsoft and I've had all of their consoles except the Xbox One. My hatred for the company only stems from the treatment I have received and have seen others go through with Microsoft. So no, I can't say anything good about them at this point.

Utalkin2me4484d ago

@Pogmathoin

Whats funny is you fail to comment on article at hand. Instead you felt the need to try to defend/justify a mild jab. Funny World indeed....

ITPython4484d ago

@whatup3 - Guess you've never had to return something at Amazon. They immediately ship out a replacement item and give you a month to send the broken item back with a printable shipping label (provided by Amazon for free of course).

If they don't receive the item in question after a month, then you are charged for the extra item they sent.

There is absolutely no reason MS couldn't do something similar. And from what I have found, it's pretty much the standard practice with good companies to send out a replacements without requiring that they receive the item first.

Heck, even if you have to flat out return an item for a full refund, Amazon instantly gives you the refund as soon as the package is scanned by the parcel service that it is shipped with.

Guess the lesson here is, Amazon customer service is second to none. And MS's customer service is second to being none.

dsswoosh4484d ago

Sony is an evil money grabbing corporate and you are it's drone.

How do you feel about that?

dantesparda4484d ago (Edited 4484d ago )

I see dsswoosh'es feelings were hurt. Its ok, little guy, its only a video game system. And serious guy, stop trolling, all you do is troll.

But on topic. Lets not act like Sony's customer service is any better, they have almost the same exact policies as each other. And in my experience dealing with both (Sony and MS, one for 4 of my 360s red ring of deathing and my DS4's analog sticks rubber wearing off after only 7 days), i can honestly say that i like MS's customer service better than Sony's.

+ Show (7) more repliesLast reply 4484d ago
air14485d ago

The problem was that he wanted it before xmas though.. I would understand if ms flat out said no but they didnt. they couldnt send it out on time and told him to buy another till it gets there then bring it back for a refund and offerd him live for 2 months.

Walmart is going to send that controller back to ms and get credit for it anyway.. lmfao the guy went to a lawyer about it some ppl demand and expect too much, I wish this was a perfect world too but realistically its not..

iiorestesii4485d ago

Lol @Pgmathoin It aint that deep bro. I think instead of trying to condemn, thorstein was just trying to tell a joke man. Take a valium or something. Evil lol.

Charybdis4485d ago (Edited 4485d ago )

MS would not ship out a replacement until they received Patience’s faulty one. Is this not what every company does in order to prevent fraud, otherwise everybody would be claiming defect controllers without returning their old ones.

Feel sorry that he received a controller with a production fault, the guy putting the back on the controller had one thing to do but apparently didn't. But apparently if you go on twitter it becomes news.

Remember always try be nice and civil to the guys on the other side of the phone (not their fault if you received something broken) when having hardware problems makes it more likely to get resolved and maybe get something for the trouble.

Double_O_Revan4485d ago

Thus is true. However, Microsoft was shipping out replacement Xbox Ones to those that had broken ones WITHOUT first receiving the broken systems. So why wouldn't they be able to send a simple controller.

Then they told him to dish out for another controller, then lie so he could return it. Lol.

ITPython4484d ago

Amazon does this all the time, if an item is broken, they send out a new one immediately (usually next-day or 2-day delivery) and give you a certain time period to return the broken item (no additional shipping costs to you either).

This is the golden standard of a company with superb customer service.

nachokingp4484d ago (Edited 4484d ago )

@azshorty, Because they probably don't have an abundance of Day One controllers laying around for replacements. My guess is they have fully packaged consoles ready to go, but the Day One run was limited. My bet is they were going to just fix his existing Day One controller.

And frankly, the customer was being a douche. He stated he has three kids, and he expected them to all play with one controller? He would need at least one more anyway, so why not buy one (or two) more so all your kids can play games together and then ship the Day One controller back for replacement? I mean, it’s just common sense. What kind of @$$hole spends $500 on a Day One console and then tells his kids he doesn't want to spend $50 so they can play together?

dantesparda4484d ago (Edited 4484d ago )

I can attest to Amazon's service. They have one of the best of, if not the best service in the industry, PERIOD! Whereas Sony has one of the worst I've ever dealt with (sorry Sony fanboys).

@nacho

That's some terrible fanboy logic you got there. Just cuz the guy has 3 kids doesnt mean he needs more than 1 controller. Maybe he doesnt want to spend anymore or cant afford to

+ Show (1) more replyLast reply 4484d ago
Deividas4485d ago

I feel like a lot of people are missing the point of the article...its not what he wanted...its what MS Customer Service told him to do...They TOLD HIM TO LIE to the Business that he would buy the temp controller from so he would be able to return it and get his money back...

Not saying his expectations were realistic but MS should never encourage someone to "just say it didint work so he can get his money back" and lie to another company. Thats just messed up, they should know better.

air14485d ago

No I get the point... the guy wanted ms to send him another controller before sending his back not realising that the ppl that had broken consoles didnt have to send back their console first because ms was holding like 600 ftom their acc. Incase ms didnt get the condole..

Omg so I guess the guy is going to hell now.. jesus christ! Its ms product! The company he buys it ftom will send ot back to ms and ms woll ctedot them
.

OC_MurphysLaw4485d ago

@Deividas I agree that the advice given was HORRIBLE.. but do you really think MS would have a policy in place to their CSR's to tell consumers to "lie" to a retailer? Ofcourse they don't, that policy would land them in a major lawsuit faster than you can close a browswer window. No I think this is a case of a CSR who thinks he is a bit savy and knows how to get around the system for a potential angry customer. I have had many occassions with CSR's from many companies that have "suggested" non-protocol options for me to try if I want. Some are smart, some where horrible ideas and I was laughing at the notion the person thought I would even try it.

I think this is much more a story about how Customer Service Reps can become a bit too "creative" with their own personal solutions instead of staying in the company doctrine.

ITPython4484d ago

Exactly, this shows MS's true colors and how much of a dishonest company they are.

It's kind of like the Obama administration, you just have to assume everything they say is a lie. Or better yet, imagine the opposite of what they are saying and you get the real truth.

HomerJDog4485d ago ShowReplies(2)
ramiuk14485d ago (Edited 4485d ago )

when i have an issue with a company,twitter or facebook is by far the best way to get attention and get problem resolved as its all in the public eye .

my ps4 harddrive has a fault,my console rebboted a couple of times,beeping and doing storage checks,did reinstates and still had issue.
I rang sony last night and they was sorry they couldnt get me a brand new console any earlier than monday(which is next working day as dont deliver sat).

i went straight to twitter in praise for them as i think less people share praise compared to angry folk .

liquidhalos4485d ago

I feel quite bad for this guy, We all know the excitement of unboxing a new awesome gadget. But not many of us can say we've experienced that type of disappointment. I hope it all gets sorted for him and he can go back to enjoying his games

DC7774484d ago

Now days it's the customer is always WRONG every time. You get treated like you are trying to pull some type of scam every time you have to return something. The fact that you can't return these to stores (which started some years back...first I heard of it was ps2 release that's when the rip off "insurance" started) is total bullshit to begin with.

MetaReapre4484d ago

Just from my point of view, ever since the Xb1 reveal M$ as been very shady with their practices and I have hated it every step of the way... I do not wish to support a company like that and is the reason why I'm going to buy an xb1 used (can you do that with M$'s policies?) Or wait til a nice price drop happens on the xb1.

+ Show (6) more repliesLast reply 4484d ago
Belking4485d ago ShowReplies(2)
bessy674485d ago

Of course they don't send you a new controller until they receive the broken one. They don't want a bunch of people scamming a free controller out of them. Why is this news?

OC_MurphysLaw4485d ago

Because its spun into a negative story that generates site traffic and gets the story lots of views on N4G all in the same breath.

lifeisgamesok4484d ago

Because there can't be too much positive Microsoft news on this site

Great sales in December
Titanfall being enjoyed

Someone had to make a negative

So MS should just believe every hardware defect and send everyone free things without proof smh

gman_moose4484d ago

It's not rocket science... you get the customer's credit card number, and charge it if the broken controller doesn't come back, or there's funny business involved. It's called customer service.... perhaps if you weren't bent over for them, you would realize it?

snookiegamer4485d ago (Edited 4485d ago )

Now for some light Rap music (Fresh Prince/Will Smith Style) :)

'Maria's on a mission, you better just listen, Kinect don't listen, customer services won't listen..... my disc drive stuck, seen some leaking white stuff...my Xbox One drive is sounding kinda rough, my controllers up the creek, Kinect don't understand my speech'

Loool I jest, I jest ...don't shoot!!

But damn Maria babe, you ain't letting MS get way with shizzle!

Daaaayum loool ;)

GentlemenRUs4485d ago

Oh dear... That Foxxcon are a bunch of asshats...

mwjw6964485d ago

MS is not using Foxxcon this time around. The majority of the console was manufactured in South Korea if I remember right.

I think all the negative press about Foxxcon pushed them away. Sony still uses them though.

Show all comments (93)
60°

Final Fantasy X 25th Anniversary Website Launches With New Nomura Artwork and Merchandise

Square Enix launches Final Fantasy X 25th anniversary site, revealing new Nomura art, books, music releases, and merchandise.

Read Full Story >>
twistedvoxel.com
-Foxtrot1d 18h ago

Look I know VIII has its issues and all that but how on earth can the do big anniversary events with new artwork and merchandise for VII, IX and X yet VIII got sweet f*** all.

They could have given it something during its 25th anniversary yet all it got was a single Happy Anniversary post on their social media.

solideagle1d 9h ago

they should know that we are OG fans of VIII as it sold truckload as well. not as much as VII or X. I personally didn't like IX but X and VI are my personal fav.

Shadow Hearts 2 covenant is another game I love. I hope one day someone can make remake, I would be delighted

Relientk771d 7h ago

Final Fantasy VIII is great and you are always the first to defend it in the comments

Nuvem1d 10h ago

Where is the remake?!!!

40°

Star Wars: Bounty Hunter Let Jango Fett Loose

LucasArts gave Jango Fett his own game in 2002, and it pulled Star Wars into a much dirtier, rougher, and more interesting corner of the galaxy.

Read Full Story >>
swtorstrategies.com
Relientk776d ago

I remember playing this back in the day on PS2. What a sick game!

270°

We Are Xbox

Dear team,

Xbox has always been different.

We started with a simple idea. Games should bring people together through shared experiences. That led to the first Xbox in 2001, Xbox Live in 2002, and new ways to connect, from friends lists and achievements to parties and play across devices. Today, Xbox reaches over 500 million players around the world, with some of the most important franchises in entertainment.

Read Full Story >>
news.xbox.com
7d ago Replies(15)
Outside_ofthe_Box6d ago (Edited 6d ago )

If they go back to exclusive games it at least shows that they are finally getting it. They would be turning down immediate money for something that will potentially workout in the long term.

Only issue is they've already opened Pandora's box. A lot of their base has moved to PC or jumped to PS. So will be a long road to get back on track.

We have been saying this from day one exclusives are a must if you are going to be selling hardware look at Nintendo and Sony before Jim Ryan. That's the proven formula. You had some that were deluded and blinded by loyalty accepting that multiplat was the future and that MS was merely getting ahead of where the industry was headed, but at least they can finally see the light and agree with what everyone has been saying for a decade+

pwnmaster30006d ago

True, blame it on the rabid fanboys. MS can do no wrong and spinner this multiplatform move. While the actual fans moved on.

I feel like with the new Xbox coming they are hoping to bring back those old fans and then if it goes well. Bring back exclusives.

If the new console is performing like series x and one. Naw they staying multiplatform.

darthv726d ago

Actual fans dont move on... they can add to their hobby while waiting for the next new release. If you believe what you typed then I guess PS fans moved on too.... you know, since its been a Sahara for 1st party games this gen.

S2Killinit6d ago

The fans didn’t tell them to go multilat. MS was forced to after the 82 billion they spent to destroy gaming. Then, while xbox fans cheered, MS realized they can’t justify the price tag by selling through xbox only, so they went multiplat and in the process began to downplay console gaming.

6d ago Replies(4)
CrashMania6d ago

I think it's too late, xbox sales were diving even before ABK, they got even worse since then even long before the full multiplatform push. I'd be surprised if they even went back to timed exclusivity at this point, Helix is basically a PC and is going to be expensive, they already struggle to sell cheaper xbox consoles, it will be low volume and they'll have a very small 'console' base to sell to, which has already been conditioned to just play via gamepass anyway.

S2Killinit6d ago

They will do what they always do, they will promise the world at the beginning of next GEN and then failed to deliver all generation long. But there will always be some gamers who will buy into their promises.

ocelot076d ago

Absolutely agree, Do people genuinely believe Microsoft are now going to go. Hang on how's about we go back to 2020. Then GP was stagnating, Games sold where awful because of GP. Outsold by Playstation by a landslide.

They have sold 5m of Forza I believe on PS5. Spite it being a old game. I think Starfield is going to sell well in the end. Halo is deffinetly going to sell well as is Fable and Forza Horizon 6.

I think at best (for Xbox fans). Single player titles like Clockwork will have a timed exclusivity. Multiplayer centric games like Forza, E Day will release day and date on all platforms.

Or all games will release on all platforms day and date. But maybe Xbox and Windows Store copies will have exclusive bonuses. Or may even get timed exclusive dlc like Fallout and Elder Scrolls and COD use to do.

I think they will treat Xbox players like the premium customers or at least act the way. But will serve just the Playstation and Switch 2 customers as well.

Neonridr6d ago

I don't see them removing PC from the equation. Considering MS has a heavy enough investment in the PC market, it would be foolish to abandon them. I could see them taking away games from PlayStation or ensuring they are timed exclusives at the very least. Say what you will but if Call of Duty ends up becoming a timed exclusive to Xbox machines, that would hurt PlayStation, don't pretend like those games don't sell millions.

Outside_ofthe_Box6d ago

They would lose out on a lot of CoD sales tho. Doesn't PS make up most of the sales?

Neonridr6d ago

@Outside - possibly, but it might push people to want Xbox hardware so they can play with their buddies day one.

Who knows.

S2Killinit6d ago (Edited 6d ago )

it would but remember doing that can splinter the COD fan base and in the process damage the call of duty brand which is probably the only franchise in that $82 billion purchase that in anyway gets even close to delivering what Microsoft thought they bought. If Microsoft fudges around too much with the COD franchise, you might even see a competitor franchise show up on the scene and that would be a catastrophe after the huge debt that Microsoft put itself into with the ABK purchase.

But Its almost guaranteed that Microsoft will want to do something drastic at the beginning of the next generation as they always do. We will see.

Pyrofire956d ago

Their lifeline of solely the Xbox consoles is dry. Good-Great games on a 1st party scale can't be made at a loss so willingly - sent to the Xbox to only sell limited copies.
They invested billions scooping up studios and need to start making returns.
Sucks that nearly every company is publicly traded and have to be so shareholder biased but that's how it is.
Their words are strong but it'll take time to see what their actions accomplish. Lowering the cost of Game Pass and taking CoD off of it was a good clear start.

darthv726d ago

More like, allot of their base just played game pass. So now they need to encourage them to start buying again.

S2Killinit6d ago (Edited 6d ago )

A lot of their base left for greener (bluer?) pastures.

--Onilink--6d ago

What exactly is the long term goal with exclusives though?

Because for the most part, the hardware side of things has never been the most profitable, even sometimes being subsidized for a period before breaking even. And that’s before the hardware component nightmare we currently live in.

The whole point of exclusives was to get more people to buy your console in order to have a bigger install base, which meant even bigger software sales.

But if their ports to PS5 are selling (for the most part it seems) quite well, then other than negating the cut Sony takes there, unless you are REALLY increasing your software sales on your own console, it probably doesn’t make that much of a difference?

Honestly I don’t even understand Sony’s decision to scale back on it for PC unless they weren’t even recouping the port expenses. They released ports when the hardware sales never really dropped, and now that all consoles will undoubtedly take a noticeable drop in sales due to the ridiculous prices, that’s when they decide they don’t want to sell to a larger install base to more easily recoup dev costs… it’s just weird

Outside_ofthe_Box6d ago (Edited 6d ago )

I agree. I mean once they went multiplat, in theory there should be no going back especially when you have games that have sold really well on other platforms.

Microsoft are the ones that announced that they are reevaluating. So I'm just guessing on what their end goal is. Right now Xbox as a hardware is not a must buy for anyone but fans of the brand because their games can be played elsewhere. Going exclusive would solve this, but you lose out on a ton of money instantly which has always been what the company does not want to do so not really sure what their "reevaluating exclusives" means unless they are pulling a Phil Spencer and are just saying what people want to hear and will continue to do what they are currently doing.

darthv726d ago

Their ports to PS5 are selling because Sony's output has been so dry... the fans are thirsty, and MS is the oasis.

SIdepocket6d ago

Unfortunately, the studios they buy wither under their leadership.

mcstorm6d ago

Microsoft still has a name with Xbox the issue is the casual games are not looking at the console because its not the same console their friends have. Look at that poll on how many users upgraded from xbox 365 to one and then the X. Part of Microsoft's downfall was thinking that the Wii was the market they had to be in when really it was the core market. If you get the core gamers you then get the market to. As I posted a few minuets ago on another post Microsoft putting exclusives on PS this gen could bold well if they hit next gen with all our games are staying exclusive from this new gen. They will then get gamers wanting Halo, Forza Gears but this is also where Microsoft fell over with the xbox one and X in terms of they did not have may quality 1st party games affter they fell into the Gears, Forza and Halo cycle. If they can get some old IPs back to bring back the old core gamers as well as fresh ips to bring in new gamers things could improve next gen. But as I said in my last post its all if buts and maybes at the moment. No one knows if the next home consoles will be to expensive that people move to pc as we are now seeing or look at the stem deck as a cheepier alternitive.

DarXyde6d ago

"Only issue is they've already opened Pandora's box."

That's very optimistic. It's not the only issue, far from it. There is a serious rupture between Microsoft generally and the public caused by their weird Game Pass price fluctuations, taking down physical game space in stores, and being the first to go nuts on hardware price hikes that they themselves played a big part in.

They're also charging beyond a premium for Helix which is just vile at a time when the economy is in shambles.

The company itself is really not doing itself any favors with the approach they're taking Windows. Even France is looking to ditch Windows in favor of Linux.

But the most offensive thing is this AI push. They're doubling, tripling, and quadrupling down on the very technology they're using to replace a considerable proportion of their workforce... And the slap in the face is how they bake copilot into everything when nobody likes it—they couldn't even make Bing stick, so why on earth are they trying so hard? You know it's bad when people would rather use ChatGPT than Copilot which is killing their OS. But aside from their snatching up of farmland to build data centers (and reduce the agriculture capacity of whichever country allows them to build them), they made an AI-generated gamer gurl that loves AI the head of Xbox.

Even if we grant them the full benefit of the doubt, it hardly matters what Xbox wants to do if Nadella says no, and that includes exclusive games. Microsoft's relationship with Xbox is the opposite of Sony's relationship with PlayStation—Microsoft pulls the reins of Xbox, but Sony damn near went under for the PS3.

Tanktopmaster926d ago (Edited 6d ago )

“If they go back to exclusive games it at least shows that they are finally getting it.”

Great strategy, especially after Forza selling 5 million on PlayStation and sea of thieves selling at least another million (2 million) for example. In March 2026, Xbox consoles sales ratio vs PS was 10:1.

In addition to that, with Gamepass, which unequivocally cuts out chunks of sales (Cannibalizing revenue from 1st month sales especially).

I’m sure going exclusive again after releasing everything on Ps5 is going to work out great for business.

+ Show (8) more repliesLast reply 6d ago
maximusprime_6d ago

Despite all of that, it's clear that Microsoft's Xbox division is broken beyond repair.

6d ago
BeHunted6d ago

PlayStation is currently draining money on flop after flop. It's Sony that needs to re-evaluate their strategy

6d ago
CrashMania6d ago (Edited 6d ago )

Wonder how much money was lost on perfect dark, hellbalde 2, 300 million lost revenue
by putting cod on gamepass. The recent Jason schrier news that Xbox has cancelled dozens of projects, spent 70 billion just to see Xbox sales further collapse and gamepass see little growth.

The fact is this has been PlayStation's most profitable generation and they are making loads of money and selling plenty of consoles and games. While MS won't give you any sales figures or profit numbers for Xbox, says it all really.

S2Killinit6d ago

Sony PlayStation has deservedly dominated xbox. Facts

Tanktopmaster926d ago (Edited 6d ago )

Ok tween.

Xbox series SX got outsold 10:1 last month. lol.

5d ago
+ Show (3) more repliesLast reply 5d ago
shadowT6d ago

"Our presence on PC isn’t strong enough."

Fishy Fingers6d ago

It isnt. But I dont think they mean in 'games', rather, footprint.

They own the OS but as far as gaming is concerned, Steam dominate. I imagine the VAST majority of people who use the Xbox app/launcher are PC gamepass subs. No ones buying their 3rd party PC games through Xbox PC.

badz1496d ago

and many gamers prefer SteamOS for gaming over Windows too. If only Valve would be more uncompromising to the anti-cheat makers that locked out non-windows players, more pc gamers would have moved onto SteamOS by now and not looking back to Windows. overall, Win11 is a terrible, bloated, unoptimized OS which is not what many people want

ocelot076d ago

Agreed and I think that's where they are going to focus on more. I think cheaper games on Windows/Xbox store (MS IP) compared to Steam and Epic and maybe even compared to PSN store as well.

Show all comments (107)