I purchased an Xbox One just before Christmas, upgrading from a 500GB console to a 1TB console. Gifting my previous console to my younger brother. My ex wife has my first console, which makes this my third purchase of an Xbox One. This time, my 3.5 mm jack
on my controller, that came with my Xbox, is faulty. I purchased a new headset to ensure it wasn't just the headset that was faulty. I called Xbox customer support, we ran through some trouble shooting and to no avail, the controller still is faulty.
First, the customer support specialist was very polite and tried to assist me to the best of his ability. I was gracious for this. However, the best he could do for me is have me ship them my faulty controller (AT MY OWN EXPENSE) and wait 10 business days after they receive it to them receive my replacement (a refurbished controller!!!). There are many things wrong with this. I should not be liable for shipping, that is extremely ridiculous. Also, why would i receive a refurbished controller when I purchased a new controller, this aspect is also complete asinine. Now we get to the most obscene part of the situation, Xbox thinks it's ok for me to wait 2-3 weeks for my controller. The nearest Microsoft store is 150 miles away and this would be my only other option for faster assistance.
I'm not sure how this is an acceptable way to treat your customers. I love the Xbox experience and I've been completely sold on it until I needed to utilize my warranty. How can a company sell you a new product that does not work, offer a warranty, and then expect the customer to spend more money and time waiting for a refurbished product.
Xbox Staff and community, I would like an explanation.