Recently I feel like I'm taking swipes at Microsoft for things that have gone wrong with my Xbox One controllers, both on forums and on twitter. The fact is, things have gone wrong, but worse than that Microsoft have failed to meet my expectations in providing a good customer service. I'm not asking for much; maybe they could not charge me to return a brand new faulty controller and possibly at least try to get it back to me before four weeks. A bit of rigorous testing of the controller to weed out faults might also have helped my situation but never mind! I have blogged about my experience so far with faulty Xbox One controllers so if you've had an issue or wonder what all the fuss is about have a look here. If the previous blog entry was taking a swipe then I'm afraid today's is sticking the boot in as once again Microsoft's service has been a let down. It began when my wife called to tell me a package had arrived at home and she was certain it was the return of my Day One edition (broken) controller. I questioned how she knew it was the controller to which she responded she could tell the shape through the envelope. The e-n-v-e-l-o-p-e?
As it turns out the controllers (which aren't particularly cheap and/or limited edition models) are being sent back in thin and flimsy barely padded envelopes. I was genuinely surprised that a) it was sent back like that and b) it actually survived the journey! Let me quote Microsoft's own return instructions as emailed to me: "Step 1: Obtain a sturdy shipping box and bubble wrap, newspaper, or other recyclable material for packaging the device. Do not use clothing." So Microsoft see fit that you use a well padded box to send the controller when it's already broken but are fine to return it in a Jiffy bag once it's fixed. Am I the only one who thinks this is crazy? Not only was I surprised that the controller survived the return trip in the envelope from mainland Europe but how can they not follow some of their own advice? Not good enough Microsoft, not good enough.Leia Mais…
On 22nd November 2013 I took delivery of a brand
new Xbox One Day One Edition. Buying a new console is not something I’ve either
been able or wanted to do in the past so it was pretty nice feeling when it
finally arrived. Also, as EA and Microsoft decided to allow Day One purchasers
to download a free copy of FIFA 14 I had something to play on my new console, a
game I actually like and might have purchased anyway.
First impressions were good and once I’d got to grips with
the new dashboard, Kinect voice controls and downloaded my free game I was away
and playing. Unfortunately the good feeling didn’t last too long. Within
an hour or two of FIFA I started to notice that the analogue sticks on the
controller – more so the left one – just didn’t feel right. Was it a grind, a
pop, a click? I wasn’t sure but then this was a new, albeit similar shape and
feel controller to the Xbox 360, so I couldn’t rule out the possibility of it
just being, well, different.
I continued to play FIFA (interspersed with a bit of
Battlefield 4) over the following days but could not get away from thinking
that the controller’s left analogue stick just was not right and feeling that
the grind/pop/click was getting worse. And then during a game I noticed for the
first time the stick seemed to jam in place, causing my player to continue
running in the direction of travel, before popping back to its central
position. This would primarily happen in the 6 o’clock to 3 o’clock positions,
or for the Street Fighter fans, the Hadouken.
Deciding something wasn’t right I contacted Xbox Support who
agreed to replace the controller. There was the small issue of having to pay
the postage to return the faulty controller which I could not quite understand.
How is it that I have to pay to return a faulty item of no more than two months
old?
Knowing a little of UK consumer rights (Sale of Goods Act
1979) I contacted the Microsoft Store where the Xbox was bought from who after
some polite debating agreed that it’s their responsibility to sort out the
issue. They also agreed it’s for them to pay the return postage costs but the
downside is I would have to send back the entire package, Xbox and all, as the
controller is part of a bundled boxed product. Not ideal then.
In fairness to the store they gave me a £20-off voucher to
apologise and assisted me in arranging a return to the service centre. I
promptly paid the shipping and sent the controller and used the £20 wisely
towards another standard i.e. not Day One controller for a not unreasonable
£24.99.
Luckily the new controller arrived before Christmas so I
could play FIFA over the holidays. Brilliant! Or so I thought, as after a few
hours of some frantic FIFA action the left analogue stick started to
grind/pop/click. “It can’t just be me” I thought so I started searching the
Internet and to my (lack of) surprise others are having the same issue and it
would seem particularly when playing FIFA and Madden sports games. After a call
to the Microsoft Store the new controller is also being returned but as an
individually bought product at least it will be going back to the store and I
won’t be paying the postage!
Reading others’ experience and thinking about my own I can
only surmise that there is a weak point in the construction of the pad that the
nature of the movement of the sticks when playing sports (fast movements,
pressure, flicks, etc.) is exploiting. People have reported hearing rattles
from inside the controller hinting at a broken part and one Xbox Forum user has
suggested /seen the part at fault although his YouTube video link has been
removed.
As of the 7th of January I am awaiting delivery
of both my Day One and Standard controllers whilst having returned a total of two.
Maybe I have been unlucky and the two I get back will be fine. Call me a cynic
but I doubt it. In the meantime Microsoft; sort out the postage costs. It’s
completely unfair to make your customers pay to return faulty products for
repair on the basis it’s only the ‘accessory’, especially if the fault keeps occurring.
Update: An Xbox One user has posted a video on You Tube showing the cause of the failure:
