Microsoft providing advance returns for broken Xbox One consoles

If you're having any serious issues with your new Xbox One, Microsoft will send you a replacement before you ship your broken console back.

After waiting such a long time for the new line of consoles to launch, having a busted system out of the box can be a real disappointment. Fortunately, Xbox One purchasers who are experiencing any problems, particularly the grinding disc drive issue popping up on a number of YouTube videos, won't have to wait long to get back in the action. Microsoft is using their advance return system to allow gamers to receive a console prior to shipping back a broken system for service.

Regarding the disc issue, Microsoft issued the following statement to GameSpot:

“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.

Customers have the option for us to send a replacement console right away without waiting until they have returned their old one. This means a customer only has to wait a matter of days, rather than weeks to get back up and running.”

For anyone experiencing any issues with their console, whether its hardware or service related, Microsoft recommends the following steps:

  • 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 forums
  • On Twitter with @XboxSupport
  • Using Help and diagnostics on the console by saying "Xbox Help"

Like the PlayStation 4, the Xbox One launch has gone smoothly with relatively few customers reporting issues that keep them from enjoying their new game systems. However, it's important to keep in mind that, since both the Xbox One and PlayStation 4 have sold over 1 million units , a problem with just 1% represents over 10,000 consoles. Studies have indicated previously that, for personal electronics, the average failure rate for most products within 2 years is around 15%.

Written By

Senior Editor, Earthbound fan, and snazzy dresser.

Discussion

641 comments
Mark George
Mark George

Check your source. This has not been my experience. My console died after just 48hrs. I contacted Microsoft support on Sunday 24th, a replacement was offered as an advance exchange but has not only not arrived but in phone conversation with them today (28th) the want you to return it for repair! Makes you wonder what the actually failure rate is. Retailers are also not offering replacements or refunds, mine came from Amazon UK. I'm now taking legal advice. I have also experienced the claims of a games title as an apology to be false. When you speak or we chat with a support agent, they conviently cannot generate a code at that time or don't send you the email which is meant to contain the code. I will NEVER buy Microsoft again!

Amanda O'Brien
Amanda O'Brien

plus i forgot a real gamer wouldnt have bought XBOX ONE anyway they would have stuck with their Gaming PC

Amanda O'Brien
Amanda O'Brien

the children will if they have traded all in to buy

Curt Stiles
Curt Stiles

Microsoft sucks just another reason to hate! Ps4 forever

Sear Vok
Sear Vok

a real gamer wouldn't have nothing

Sear Vok
Sear Vok

that is your counter argument to christopher gibbs ?? really?

rehtims
rehtims

>> Claim Day 1 Edition X1 is broken

>>Get $600 frozen and a new one sent

>>Don't even own a X1 yet, get charged $600 for a new one

>>Not waiting in a long queue for one 

>>Profit!

xXxIRyanxXx
xXxIRyanxXx

I kind of want to go buy a X1 now because if it breaks you get a free game

Steve Matalavage
Steve Matalavage

I got my PS3 Metal Gear Solid 4 combo. Never had one issue with the console. My 360 got the red light of death, and it ruined a couple games, and other games it would have trouble reading. Not getting a new system yet...but I know which ONE I won't be buying!

Diablo-B
Diablo-B

That's a good policy. Makes no sense waiting 6 weeks for a replacement in 2013

Shebuka
Shebuka

No problems here ;)

Matt Richards
Matt Richards

Nice, now that's nice to hear, I hope PS will do the same, my PS arrives on Friday, if there's something wrong it will be nice to know that another console will be delivered before I send it back!

AdamLeBlanc
AdamLeBlanc

I wish they did that with my first couple of 360s. 

Joakim Lindell
Joakim Lindell

I didn't actually believe that anyone seriously believed that the Kinect could see penises through clothing. My goodness >_>

Jared Sosa
Jared Sosa

they have THAT many extra's huh?

uncha1n3d
uncha1n3d

lol Im pretty sure with the advance return program you need to fork over another 500 bucks(which will then be refunded once you get yours fixed) in order for them to ship a replacement console. 

Corye Snodgrass
Corye Snodgrass

lol, kids will be kids. I'm betting you never own the first Xbox, I got consoles from NES up to this gen. I play all (PC too) an yes PS4 is more powerful with better specs. Last gen Xbox fanboys talk bad about Bluray and it's in Xbox One, its the best thing ever -_- so quick to change your minds uh? The biggest thing PS4 has over Xbox One is the freedom to change hard drives and not have to pay for name brands. DR3 is about the only game on Xbox One that looks good and the tv stuff is pointless because people are using Hulu and Netflixs to watch shows. An as for Kinect, PS4 cam pretty much the same at a lower cost and you can use your mic to do voice control. *Writed on a PS3*

Matti Alexander Mustajärvi
Matti Alexander Mustajärvi

i only stated that i think its pretty silly and i want no part in it. Douchebags online are everywhere, cant be avoided, RGHT?

e3z72
e3z72

I think Microsoft, is kind of turning their back on the gamers, in my case I rather have a machine that plays only video games, music, movies and that all the power goes to video games, is it because their are getting too greedy? they want as many people as they can get to buy Xboxone? the only thing that stops me from buying the Xboxone is all the nonsense that Microsoft pulled out at their conference with DRM  and all that .I don't know but I'll keep my 360 for now. the thing is that eventually they will stop making games for the 360, that's when people will be force to either buy the Xboxone or switch to PS4.....

Leon Cole
Leon Cole

Wish they freaking reviewed their crap a little more before releasing it. Same with Sony. The PS4 wasn't perfect at launch either.

Tiiko Santana
Tiiko Santana

Good!! Awesome way to treat this issue Microsoft!

Schuyler France
Schuyler France

Whoever just said that the Xbox One runs only at 720p. You're an idiot.

Tommo 'Bedhair' Bastable
Tommo 'Bedhair' Bastable

My One is faulty, and what you have completely missed in this article is that they freeze £600 in your account if you want a replacement sent out before! Bad Journalism here!

Stephen Eastep
Stephen Eastep

I'm glad I waited on both consoles. X1 sucks and ps4 has a crappy list of titles out at the moment...except AC4 and a few others that are just upscaled. I'll get a ps4 in March:)

crapbox
crapbox

Same here advance exchange arranged on launch day still no xbox one no contact through email as promised hours of calls and still no further forward it's ridiculous multimillion outfit ran like a one man band if you ask me !!!

organicmeatball
organicmeatball

@xXxIRyanxXx do you know what game? and do they send new everything or just the console itself? Im doing the advance return.

AncientDozer
AncientDozer

@Steven Williamson Uh, apparently not because one was bad soldering and overheating. This is just a faulty disk drive. Meanwhile the PS4 apparently bricks with a glowing light or the HDMI fails. . or it wobbles. So don't be trying to hate when you got nowhere to run to.

Amster_G
Amster_G

@uncha1n3d They'll most likely take a credit card number just in case you decide not to ship the broken console back after you receive your new one.

organicmeatball
organicmeatball

@Corye Snodgrass are you trying to justify something? if so, I completely missed it. idiot

sunyatanada76
sunyatanada76

@Corye Snodgrass More putrid facebookers with their trolling comments and lame ass user pics.

wwervin
wwervin

@e3z72 They are going to continue supporting the 360 until "at least" 2016 and will put out "at least" 100 more games for it. You don't have to switch right away if you don't want to.

And like @AncientDozer said, why does it matter that the X1 does so much more than gaming? I don't see how that's an issue. The features the X1 has over the PS4 will make all the difference once developers start utilizing them. I'm talking about cloud gaming, using the Kinect's voice and advanced camera, Smartglass, game-sharing (which is coming back as a feature at some point), etc. 

You're getting worked up because you think a company giving you all these options is anti-gaming, when in reality they're going to further gaming beyond the same format we've had since the 80s. Why are you so afraid of gaming evolution? I for one don't like how Sony is holding it back. 

AncientDozer
AncientDozer

@e3z72 

Uh. I don't get this logic at all.

"I WANT SOMETHING THAT DOES FEWER THINGS"

The Xbox will do games. It will do games as well as any other console and it will do more. As it should. We expect MORE functionality out of our systems every generation and we should as prices go up and generational cycles last longer.

triton1977
triton1977

@Tommo 'Bedhair' Bastable It's probably because they need that to cover any false claims of broken Xboxes that might end up on Ebay. Once you returned the faulty one, they release the money. That's only fair and it's your own choice if you want to get a replacement really fast...

e3z72
e3z72

@Tommo 'Bedhair' Bastable Well you know,, is always for appearance, is like they only  tell you half of the truth hoping nobody asks, that sucks. 

AncientDozer
AncientDozer

@Matti Alexander Mustajärvi 

I've been to tons of PC games. . The people here aren't much better. 

West123
West123

@wwervin @e3z72 @AncientDozer "kinect's voice and advanced camera, Smartglass"  those are all gimmicks as much as the concept sounds cool they don't improve gameplay all they are is new not better...besides voice activated anything sucks why because of accents...those things only pick up a few accents...im not going to get into it but if you cant enunciate and speak clearly its useless