Did you get a broken Xbox One for Christmas?
You’re not alone.
Some gamers are reporting that their Xbox Ones won’t work due to a “disc drive malfunction.”
In consoles with this defect, the system fails to read or recognize any kind of disc, whether it is a disc-based game, DVD, or Blu-Ray.
So what happens if you receive an Xbox One that doesn’t work and contact Microsoft for a working replacement?
According to one user, they will send you another console with a pre-paid label to ship the non-working one back.
That sounds good and well… but there’s a bit of a catch. The replacement console might be used or refurbished.
The terms allowing for a used or refurbished replacement are included on the warranty. It states “Unless restricted by law, repair may use new or refurbished parts and replacement may be with a new or refurbished unit.”
A friend experienced this scenario recently with his new Xbox One. He purchased the console at Best Buy. After hooking it up at home, he discovered it had the drive malfunction and contacted Microsoft support.
They promptly sent him another console – which had a large scratch across the front.
The scratch is significant and rather ugly. It’s almost 3 inches long and right above the disc slot– not a minor blemish.
He contacted Microsoft support. The phone representative he spoke with was pleasant. However, she said the shipping carrier was to blame for the scratch.
When he informed her that the box arrived intact and it wasn’t due to shipping damages, she cited “policy” and told him they don’t replace consoles for “cosmetic reasons.” A supervisor then told him the same thing.
As you can see in the photos, the box with the replacement console arrived unbroken, so clearly the scratch wasn’t due to shipping damages. The console was obviously scratched prior to insertion in the box.
My friend was so disgusted with Microsoft’s poor customer service that he’s decided to forego getting another Xbox One period.
Upon returning the original malfunctioning console to Best Buy, the customer service rep told him about 10% of the Xbox Ones are coming back to the store with the disc drive malfunction.
If that’s the case, expect some very disappointed kids come Christmas morning.
Asked about the disc drive malfunction, a Microsoft spokesman told Consumer Press:
The issue is affecting a very small number of Xbox One customers. We’re working directly with those affected to get a replacement console to them as soon as possible through our advance exchange program. Rest assured, we are taking 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:
• Talking to a live customer support person that can call you back if you don’t want to wait.
• Xbox.com for support pages and forum.
• On Twitter with @XboxSupport.
• There are also Help and diagnostics on the console by saying ‘Xbox Help.’
In addition to contacting Microsoft for a replacement, most stores, such as Best Buy, will allow customers with a receipt to exchange a non-working Xbox One for another one. Using this method, shoppers will likely receive a new unit, rather than a used or refurbished one.
Did you or any friends or family receive an Xbox One that doesn’t work?
Tell us about what happened in the comments section below!