[Update] Microsoft Addresses Reported Xbox One Hardware Problems

by Mike Futter on Nov 22, 2013 at 02:21 PM

Update: Microsoft has reached out to us to provide additional clarity around the troubles some users are having. “The issue is affecting a very small number of Xbox One customers," a Microsoft representative told us via email. "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.”


Original Story:

Some Xbox One owners have reached out to us to let us know of problems with their new consoles. We reached out to Microsoft to find out more about the problems, which include overly noisy disc drives that don’t read media.

A company representative got back to us with some guidance for those users experiencing problems. “We know that with a hardware launch of this magnitude customers will have questions and we have many avenues for customers to get the answers they need and get back in the game as soon as possible,” the representative told Game Informer. “Rest assured we plan to take 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
  • for support pages and forums
  • On Twitter with @XboxSupport
  • There are also Help and diagnostics on the console by saying ‘Xbox Help’”

If you’re having problems with your Xbox One, please e-mail us at tips[at]gameinformer[dot]com with the problem you’re having. We’ll keep you posted as we learn more.

For an example of what one of the broken systems sounds like, check out this video.


Our Take
It’s a miserable feeling as a gamer to unbox a brand new piece of entertainment electronics only to have it fail. Here’s hoping that Microsoft is able to get you a replacement console immediately.