Back in Mid-December, my husband and I had decided to get either an Xbox One or a PS4 as our Christmas gift to one another. I wasn’t sure which console to go with, but I leaned toward the Xbox One for the Kinect. We happened to find Xbox Ones at Costco for a little cheaper than they were at other stores, and since that’s what I was leaning toward anyways, we decided to go ahead and purchase the Xbox One. My husband bought a few games for each of us as well, Just Dance 2014 and Zumba for me and NBA2K14 and the Madden NFL game for himself.
I made us wait until Christmas to actually set up the Xbox One and Kinect. We got it going and we both got a chance to play our games a couple of times and I got into the Xbox Fitness, which was available through Xbox Live Gold. We were pretty happy with our new console. I loved being able to do workout with the Xbox right at home instead of having to go to the gym. I liked being able to see and feel the progress I was making. After my first workout, I definitely felt it the next couple of days. So, I was getting quite a bit of use out of the Xbox.
My husband had one incident while playing NBA2K14 where the whole system just randomly shut down. He unplugged it for awhile and then everything seemed fine. Then it happened again to me after one of my workouts, which was very annoying. Then, in early February, I went to do a workout and noticed that the Kinect was no longer lit up and the screen told me that the Kinect was unplugged. I checked the plug in the back of the console, but all seemed good back there. Tried shutting everything down and rebooting it, no luck. So, I contacted Xbox Support and after going over all the steps I had already tried from the online suggestions, it was decided that I would send in my Kinect and they would replace it with a new one. This was a replacement, I was told, not a Repair. According to them it would take about 10 days in all for me to get a Kinect back. They filled out some form online for me, I sent my Kinect in using the instructions they gave me and then I waited. And waited….and waited some more.
I was informed when the Kinect I sent got to them, and that was the last I heard. As it was getting close to 10 days later, I contacted Xbox support online to see what was going on and I was told I would receive a Tracking Number within 24 hours. This did not happen. I called Xbox support and was told everything was in order and my Kinect was probably sitting on a pallet waiting to leave. OK, well, as long as its on the way….Still no tracking number.
A couple of days later, I still had no tracking number or any idea where my Kinect was, so I contacted Xbox support online again. I was given a tracking number for my Kinect, only to find out it was for the Kinect I had sent in. Not helpful. So, I called Xbox support and was on the phone for 2 hours while a helpful (or as helpful as possible as this point) woman set up some sort of Advanced shipment. Apparently something had gone wrong on their end so no Kinect was heading my way until this point. I had been lied to previously. I got an email the next day telling me my Kinect had been shipped, hooray! Then, 5 days later, I got the tracking number, which told me that my Kinect was just now leaving Laredo, TX. What the heck? I thought it was already on its way? Oh well, at least I know where it is now, I guess. At this point it has been over a month since I sent out my Kinect (long over the 10 day turnaround I was told to expect in the beginning!).
I finally receive my Kinect and I set it up and I use it for a workout and all is well. Two days later, I go to use it again…the Kinect is “Unplugged” again. I go through everything I did the first time…same problem. Come On!! I did not wait THIS long for it to happen AGAIN! At this point, I am angry. I contact online support and I am honestly a little rude with them as they want me to waste 1/2 hour going through the steps I already went through. After “cooperating” with them and having no luck, they tell me that there was apparently a lot of Xboxes that had an issue connecting with the Kinect and apparently mine is one of them. OK…I guess I’m not the only one with this issue…great? They tell me the best thing to do would be to do an Advanced Exchange of the Console where they send me a new one (I’m guessing a refurbished one) and when I receive it, I send mine back. This way, I will not be going without my console. This is good since I have still been using the Xbox One for Amazon Prime, Netflix, and other things that don’t require a Kinect. The the support guy tells me, “Oh by the way, we will be charging you $15 for the Advanced Exchange, is that okay with you?” What the heck? No, that is not OK with me! I’ve gone through all this crap and now I’m paying you $15!? Apparently it is for the shipping costs. Gee, don’t you think after all I’ve been through, they could foot the bill on that? It is their fault, after all. I tell th support guy to find a way to do it without charging me. This doesn’t work, of course. I still don’t OK the charge.
The next day, I call support and explain my situation and end up yelling at the guy about what B.S. it is that I am the one paying for their mistakes. I later apologized to the poor guy, seeing as it isn’t exactly his fault. I end up footing the bill because otherwise I do the slower shipping method and who knows if I’ll end up having the same issue as I did before with shipping.
A few days later, I get my new Console and sent mine in. The Kinect did not work with the console. At all. After another 2+ hpur call with Xbox support, and another $10 on shipping, there was another Kinect being shipped my way. To be fair to the customer support I worked with this time, I was given 2 months of free Xbox Live Gold. It did take me one of those hours to actually get the codes for those 2 months, but they did what they could.
A couple days later, I had the new Kinect and lo and behold, it worked! I did a workout one day and then my husband wanted to play NBA2K14 with me. We waited for it to be installed (we hadn’t re installed it on the new console yet), chose our teams and played for 2 minutes and the whole system shut down. Ugh. We unplugged it, rebooted it, started the game and it shut down again. That was it. I could not take it anymore. I told my husband to do whatever he needed to do, but I wasn’t going to deal with it anymore. He decided to return it to Costco even though it was over the 90 day return period and the Serial Number no longer matched up due to the Advance Exchanges. I figured we were just screwed. But, to my surprise, Costco came through for us! My husband called me and told me he simply explained the situation to them and let them know the serial numbers wouldn’t match and they took it with no issue. He then purchased a new Xbox from them, which was cheaper than what we paid for the first one and came with the Forza racing game. I guess from now on I will just return things when they don’t work instead of trying to go through the company.
(If you have read this far, you are awesome!)
So, that is my rant about Xbox One. They system is great and we love it when it works. I do not care for Xbox Support. There were a few really great support people, usually the ones I spoke to on the phone. I would recommend speaking to support over the phone instead of online. Typically when I got spotty information it was through online support. When I chose to go through online support, it was because the wait time was shorter.
To summarize, we love the Xbox One, especially now that our new one is working well (so far!) I love the Xbox Fitness and that I can access TV and so many apps and such through the Xbox. If you have similar issues with your Xbox One, I suggest just returning it to the store if that is an option for you. Only use Xbox Support if it is the last resort. I spent way too much of my time explaining things to so many people just to have a lot of them tell me the same useless information multiple times. Though they did give me 2 months of free Xbox Live Gold, I don’t feel like that was enough compensation for all the time and frustration it all caused me. I still can’t believe they forced me to pay the $15 and the $10 shipping fees.
Also, Costco is awesome! They were really awesome about the return. Plus they are just all around a great business. They have all kinds of cool products, they have free food samples. You can seriously go there on an empty stomach and come out full. Plus, the best thing about them is that they pay their employees decent wages!! I’m not even an employee, I’m just a consumer and I go out of my way to shop at Costco instead of Walmart. Not just for that reason, but its one of the biggest ones.
Anyways, I’ll wrap this up before I go way too long (I probably already have).
Do you have an Xbox One? What has your experience been like?
What is your favorite Xbox One game?