Post by Dumien on Jan 14, 2015 6:47:29 GMT -5
And it's still raging.
Hey guys, here's a long, but hopefully interesting true story about my recent horrible experience with Xbox. At the very least, I hope this can be a cathartic story...
Sit back. Drink some coffee/tea...something caffeinated. Enjoy.
Day 1: Sunday
I wake up, make coffee, and get on Destiny to do some quests so I can get my third level 32. I just got the raid helmet so it would be cool to do some quests level up it and my Armamentarium before tomorrow night. I see my friend General Ice is on and doing quests so I invite him to a party chat. I can hear him, but bummer... he can't hear me. I figure this is just like all the other times live chat has been messed up so I do a hard reset. I get back on. Resend the invite. He still can't hear me. I try reseting again, making sure all the wires are snug. The problem is still there. I text Ice my problem, Kakashi gets on. I do all my dailies. we get off. I figured this is just a problem that gets solved with time and I have a really busy day.
That night I boot up my Xbox hoping the problem has gone away. Nope. Still doesn't work. This time I unplug my mic. I notice something is odd. The party chat menu shows my mic is plugged in even though it isn't. Weird. When I plug it back in there is no different. Rebooting the party chat itself doesn't work either. Game chat doesn't work either. Mic always shows as plugged in. Well raid day is tomorrow and I want this fixed by then.
Off to the internets! I do a quick google search for people with this issue in the past weeks/month. Yep. People on the official xbox support forum are complaining about this very same issue, but no service reps are responding to them. Blind leading the blind. Huh. So I decide to contact them myself. I start an online chat with a service rep. Surprisingly the chat starts almost immediately. No waiting! Rabecca (that exact spelling) is my service rep.
She has me check my NAT type. It was open. She has me hard reset...of course. I oblige. She asks me if I have port forwarded...ahah. Yep. Sure. I actually have already done that. She has me disconnect and reconnect the controller. Didn't work. She has me clear my mac address. I hadn't done that yet. That didn't work. She tells me that I should try the controller and mic on "my other xbox one." I don't own one, but I tell her I'll try it with a friend's console. She says she thinks the problem is the controller and gives me a link to replace it. I thank her cordially and end the chat, following the link first. The link takes me to the accessory replacement section of xbox.com. Even though my controller came with my console...apparently it didn't exist (even though the console is under warranty) and thus cannot be replaced. Yay. I'm tired. Maybe it will be fine in the morning.
Day 2: Monday
I wake up. Turn on the console. Problem is still there. I have a busy day. I get home. I take a nap right before night/morning raid at reset. At this point my friends know the problem I am having. Witty joins us. They tell me they miss my laugh. They play Slick Gamble's montage he made of my laughter. I come down with a bad case of the feels. We beat Crota 3 times. Kakashi and I cheese them through the first two areas. We do nightfalls. I thank them. I get off.
Day 4: Wednesday
I order another controller/mic. I figure...hey...why not. My thumb stick is already drifty because Titanfall. I'll get it before raid day. I needed a second controller anyways.
Day 5: Thursday
I call up my friend. We were going to hang out on Friday anyways. I ask him if I can test my controller out on his console. He says yeah.
Day 6: Friday
I go to his house. We drink coffee. His wife is almost due with their first kid. A baby girl. We hang out. I test my controller and mic. They work perfectly. Huh. I tell him the whole story. We both agree it now sounds like a console issue. We go to FNM (friday night magic...a mini tournament for nerds like us)
I get home after winning 16 bucks. I feel good and awake so I figure I'll have another go with support since my new controller probably won't be fixing this. enter a chat with someone whose name I forget. The person tells me to do all the steps Rabecca told me about. This time I approached the chat like I wanted simply to know "when they are going to fix it." More wasted time. the chat disconnects. I get a little frustrated. I start up another chat.
Now if there is a protagonist in this story besides me....this is the guy. this service rep's name is "Christian" and man...Microsoft isn't paying this guy enough. He immediately pulls up all my previous chat logs. He then acknowledges that alot of people are having this problem. He states that he just contacted the head engineer about this issue and asks me if I would help him narrow down the issue even further. Sure! This sounds like progress!
He tells me to clear my persistent data. Sure. I haven't done that before. He tells me to retry the mac address troubleshoot. Nothing changed. I tell him I think it is the console because I tested the controller out at my friends house. He says he agrees. Then he says something weird. "Gamers help gamers, right?" We talked a little bit about Destiny and how I had silence during raid day. he was very sympathetic. Pretty neat... if not completely corny. He tells me to add another account to my xbox. I make another account and test if the problem occurs with that account. It does. Then, he tells me to remove all accounts from the xbox and re-establish my main account. That didn't work either. Bummer. He says I have a few options. I can send the console back for repair OR I could wait 18-72 hours and he would email me the second the engineers email him. I state that I will wait to see if there is a fix, because I've had a bad experience in the past with Microsoft sending me back my 360 two months after I sent it for repairs. I thank him. He says he Microsoft should be thanking me for all the work I've been doing for them. I got an actual laugh out of that. I end the conversation with "Farwell, Guardian." I hope I made his day.
After this, I took to the official xbox forums.. Now, the xbox forum is a bit disjointed. The accessories forum is separate from the console forum. The people having this issue figured it had to do with the controller or mic so they posted about it in the accessories forum. i posted stating that I had the same problem and that due to testing it seemed to be a console issue. I then made a huge post on the console subforum explaining the entire issue. This was largely ignored. Since posting on the accessories forum I have received many messages from people with the same problem.
Day 9: Monday
Raid night again. My new controller/mic arrived in the mail. It didn't fix the problem...as expected. My group finishes nightfalls and 3 runs of Crota in 2 hours and 30 minutes with 5 people with one of them unable to communicate. Not bad.
At this point many people have responded to my posts. No service reps yet.
Day 10: Tuesday
I contact my service for a 4th time. This time I perform a reset to factory default. That didn't work. The service rep offers me the sketchy "Advance Exchange" or the Standard Repair. The later will make me wait 2-3 weeks. I've done this before with a 360. I waited for 2 months. The advance exchange appears to be newer. They make me pay a fee (unspecified) in addition to hold money for a new xbox. They send a new xbox in 3-5 business days. I send my old xbox back in 16 days or they keep the money. Yay. At this point I'm just sick of how much time I've sunk into this. I don't feel like paying any "fees" or even shipping for that matter.
An official support employee responded to my thread on the console forums. Yep. She asked me to reset my xbox. Yep. She asked me to make sure my Nat type was open. Yep. She asked me to try party troubleshooting link (my issue wasn't covered with this) and a Nat type troubleshooting link. She completely disregarded my initial post describing all the troubleshooting I had originally done.
Day 11: Wednesday
Here I am on day 11. My xbox is gathering dust. Still waiting. I'll update this with anything else. Hopefully this gets resolved soon. Here's hoping they release a patch fixing this soon...
Hey guys, here's a long, but hopefully interesting true story about my recent horrible experience with Xbox. At the very least, I hope this can be a cathartic story...
Sit back. Drink some coffee/tea...something caffeinated. Enjoy.
Day 1: Sunday
I wake up, make coffee, and get on Destiny to do some quests so I can get my third level 32. I just got the raid helmet so it would be cool to do some quests level up it and my Armamentarium before tomorrow night. I see my friend General Ice is on and doing quests so I invite him to a party chat. I can hear him, but bummer... he can't hear me. I figure this is just like all the other times live chat has been messed up so I do a hard reset. I get back on. Resend the invite. He still can't hear me. I try reseting again, making sure all the wires are snug. The problem is still there. I text Ice my problem, Kakashi gets on. I do all my dailies. we get off. I figured this is just a problem that gets solved with time and I have a really busy day.
That night I boot up my Xbox hoping the problem has gone away. Nope. Still doesn't work. This time I unplug my mic. I notice something is odd. The party chat menu shows my mic is plugged in even though it isn't. Weird. When I plug it back in there is no different. Rebooting the party chat itself doesn't work either. Game chat doesn't work either. Mic always shows as plugged in. Well raid day is tomorrow and I want this fixed by then.
Off to the internets! I do a quick google search for people with this issue in the past weeks/month. Yep. People on the official xbox support forum are complaining about this very same issue, but no service reps are responding to them. Blind leading the blind. Huh. So I decide to contact them myself. I start an online chat with a service rep. Surprisingly the chat starts almost immediately. No waiting! Rabecca (that exact spelling) is my service rep.
She has me check my NAT type. It was open. She has me hard reset...of course. I oblige. She asks me if I have port forwarded...ahah. Yep. Sure. I actually have already done that. She has me disconnect and reconnect the controller. Didn't work. She has me clear my mac address. I hadn't done that yet. That didn't work. She tells me that I should try the controller and mic on "my other xbox one." I don't own one, but I tell her I'll try it with a friend's console. She says she thinks the problem is the controller and gives me a link to replace it. I thank her cordially and end the chat, following the link first. The link takes me to the accessory replacement section of xbox.com. Even though my controller came with my console...apparently it didn't exist (even though the console is under warranty) and thus cannot be replaced. Yay. I'm tired. Maybe it will be fine in the morning.
Day 2: Monday
I wake up. Turn on the console. Problem is still there. I have a busy day. I get home. I take a nap right before night/morning raid at reset. At this point my friends know the problem I am having. Witty joins us. They tell me they miss my laugh. They play Slick Gamble's montage he made of my laughter. I come down with a bad case of the feels. We beat Crota 3 times. Kakashi and I cheese them through the first two areas. We do nightfalls. I thank them. I get off.
Day 4: Wednesday
I order another controller/mic. I figure...hey...why not. My thumb stick is already drifty because Titanfall. I'll get it before raid day. I needed a second controller anyways.
Day 5: Thursday
I call up my friend. We were going to hang out on Friday anyways. I ask him if I can test my controller out on his console. He says yeah.
Day 6: Friday
I go to his house. We drink coffee. His wife is almost due with their first kid. A baby girl. We hang out. I test my controller and mic. They work perfectly. Huh. I tell him the whole story. We both agree it now sounds like a console issue. We go to FNM (friday night magic...a mini tournament for nerds like us)
I get home after winning 16 bucks. I feel good and awake so I figure I'll have another go with support since my new controller probably won't be fixing this. enter a chat with someone whose name I forget. The person tells me to do all the steps Rabecca told me about. This time I approached the chat like I wanted simply to know "when they are going to fix it." More wasted time. the chat disconnects. I get a little frustrated. I start up another chat.
Now if there is a protagonist in this story besides me....this is the guy. this service rep's name is "Christian" and man...Microsoft isn't paying this guy enough. He immediately pulls up all my previous chat logs. He then acknowledges that alot of people are having this problem. He states that he just contacted the head engineer about this issue and asks me if I would help him narrow down the issue even further. Sure! This sounds like progress!
He tells me to clear my persistent data. Sure. I haven't done that before. He tells me to retry the mac address troubleshoot. Nothing changed. I tell him I think it is the console because I tested the controller out at my friends house. He says he agrees. Then he says something weird. "Gamers help gamers, right?" We talked a little bit about Destiny and how I had silence during raid day. he was very sympathetic. Pretty neat... if not completely corny. He tells me to add another account to my xbox. I make another account and test if the problem occurs with that account. It does. Then, he tells me to remove all accounts from the xbox and re-establish my main account. That didn't work either. Bummer. He says I have a few options. I can send the console back for repair OR I could wait 18-72 hours and he would email me the second the engineers email him. I state that I will wait to see if there is a fix, because I've had a bad experience in the past with Microsoft sending me back my 360 two months after I sent it for repairs. I thank him. He says he Microsoft should be thanking me for all the work I've been doing for them. I got an actual laugh out of that. I end the conversation with "Farwell, Guardian." I hope I made his day.
After this, I took to the official xbox forums.. Now, the xbox forum is a bit disjointed. The accessories forum is separate from the console forum. The people having this issue figured it had to do with the controller or mic so they posted about it in the accessories forum. i posted stating that I had the same problem and that due to testing it seemed to be a console issue. I then made a huge post on the console subforum explaining the entire issue. This was largely ignored. Since posting on the accessories forum I have received many messages from people with the same problem.
Day 9: Monday
Raid night again. My new controller/mic arrived in the mail. It didn't fix the problem...as expected. My group finishes nightfalls and 3 runs of Crota in 2 hours and 30 minutes with 5 people with one of them unable to communicate. Not bad.
At this point many people have responded to my posts. No service reps yet.
Day 10: Tuesday
I contact my service for a 4th time. This time I perform a reset to factory default. That didn't work. The service rep offers me the sketchy "Advance Exchange" or the Standard Repair. The later will make me wait 2-3 weeks. I've done this before with a 360. I waited for 2 months. The advance exchange appears to be newer. They make me pay a fee (unspecified) in addition to hold money for a new xbox. They send a new xbox in 3-5 business days. I send my old xbox back in 16 days or they keep the money. Yay. At this point I'm just sick of how much time I've sunk into this. I don't feel like paying any "fees" or even shipping for that matter.
An official support employee responded to my thread on the console forums. Yep. She asked me to reset my xbox. Yep. She asked me to make sure my Nat type was open. Yep. She asked me to try party troubleshooting link (my issue wasn't covered with this) and a Nat type troubleshooting link. She completely disregarded my initial post describing all the troubleshooting I had originally done.
Day 11: Wednesday
Here I am on day 11. My xbox is gathering dust. Still waiting. I'll update this with anything else. Hopefully this gets resolved soon. Here's hoping they release a patch fixing this soon...
