Faulty Xbox One Controller

Yakult

Hi, I purchased a Xbox One controller from Harvey Norman Last December and just today the RB button decided to break and now its constantly activated without pressing it. I don't have the box for it, but do have the receipt, so I was wondering if its just a case that I return to the shop with controller and receipt to get a replacement? Hate this kind of stuff, but these products shouldn't be malfunctioning after 9 months

discobeaker

Like you,I had an Xbox one controller that the RB button kept getting stuck when you pressed it.

My controller was bought in xtravision but because of them all closing down,I probably would be made take it to HMV but I would have to travel a nearly 5 hour round trip probably to be told to contact Xbox !!! Instead I just went ahead and contacted the Xbox support on their website.

They send you a pdf to download and print out,you pop the controller in a plain box with the label you printed attached. They send a courier to collect the controller (at your choice of time) and they either fix the item or replace it (just remember not to send the batteries or rechargeable pack)

Over all mine took about 1 month to arrive back with me.

i think this was the link I used to contact them

https://devicesupport.microsoft.com/en-GB

Sorry I can't be any help with the whole legal customer rights thing but you should have no hassle dealing with Microsoft to get your controller fixed if Harvey Norman can't help you out

L1011

You don't need the box to return to the shop when faulty. I'm not sure where this idea developed but it seems to be uniquely Irish - never saw an attic full of boxes in the UK like nearly every family has here.

Yakult

discobeaker wrote: »

Like you,I had an Xbox one controller that the RB button kept getting stuck when you pressed it.

My controller was bought in xtravision but because of them all closing down,I probably would be made take it to HMV but I would have to travel a nearly 5 hour round trip probably to be told to contact Xbox !!! Instead I just went ahead and contacted the Xbox support on their website.

They send you a pdf to download and print out,you pop the controller in a plain box with the label you printed attached. They send a courier to collect the controller (at your choice of time) and they either fix the item or replace it (just remember not to send the batteries or rechargeable pack)

Over all mine took about 1 month to arrive back with me.

i think this was the link I used to contact them

https://devicesupport.microsoft.com/en-GB

Sorry I can't be any help with the whole legal customer rights thing but you should have no hassle dealing with Microsoft to get your controller fixed if Harvey Norman can't help you out

Thanks, will try the shop first and if all else fails I'll send it away!

L1011 wrote: »

You don't need the box to return to the shop when faulty. I'm not sure where this idea developed but it seems to be uniquely Irish - never saw an attic full of boxes in the UK like nearly every family has here.

It must be haha keep most boxes just incase but good to know it faulty it doesn't matter! Cheers!

Kings Inns or bust

If you ever get any jip from the kid in the shop it's worth pointing out that the new one has a box and you're more than willing to let them keep that box. The confused look from some of them is absolutely priceless.

Yakult

Update


So last Wednesday I brought it in and explained the fault, all was fine and they said there would be a replacement for me on Monday (today).

Went in today, no replacement and now they have taken the controller to be repaired/replaced by Microsoft.

I'm quiet pissed off that this is gonna be dragged out for another while when I was offered a replacement 5 days ago and not getting it.

anything else more I could do? Or just have to wait it out?

Kings Inns or bust

Yakult wrote: »

Update


So last Wednesday I brought it in and explained the fault, all was fine and they said there would be a replacement for me on Monday (today).

Went in today, no replacement and now they have taken the controller to be repaired/replaced by Microsoft.

I'm quiet pissed off that this is gonna be dragged out for another while when I was offered a replacement 5 days ago and not getting it.

anything else more I could do? Or just have to wait it out?

Give it a week or so. The onus has been shifted to the retailer for it not to cause undue inconvenience. It's possibly worth emailing their head office, oh so nicely pointing out that their policy is possibly in breach of Irish consumer law and as a concerned customer you's just like to feed it back and find out what they're doing to rectify it. If you look enthusiastic enough someone will realise you're possible a bit of a nice nut bag - the most difficult of all the nutbags and get you sorted sharpish.

Gatling

Is it not

Repair,
Replace,
Refund ,

Don't see what law they could supposedly broke

ytpe2r5bxkn0c1

Kings Inns or bust wrote: »

Give it a week or so. The onus has been shifted to the retailer for it not to cause undue inconvenience. It's possibly worth emailing their head office, oh so nicely pointing out that their policy is possibly in breach of Irish consumer law and as a concerned customer you's just like to feed it back and find out what they're doing to rectify it. If you look enthusiastic enough someone will realise you're possible a bit of a nice nut bag - the most difficult of all the nutbags and get you sorted sharpish.

There is no breach of anything. It has to go for repair and that will take a period of time. It cannot be instant.

ED E

When the 360 came out MS Ireland would ship you a new controller if you just reported an issue not even looking for the old one back. I've dealt with their CS for PC peripherals before and its always been on the Amazon level (AKA top bloody notch) so in an instance such as this I'd have bypassed HN if possible.

dudara

Kings Inns or bust wrote: »

oh so nicely pointing out that their policy is possibly in breach of Irish consumer law

The retailer appears not to be in breach of the law at the moment. They have offered a repair, which is one of the outlined options.

Kings Inns or bust

Gatling wrote: »

Is it not

Repair,
Replace,
Refund ,

Don't see what law they could supposedly broke

Jaxon Chilly Clarinet wrote: »

There is no breach of anything. It has to go for repair and that will take a period of time. It cannot be instant.

dudara wrote: »

The retailer appears not to be in breach of the law at the moment. They have offered a repair, which is one of the outlined options.

This is not the first time this has been linked in this forum.

http://www.irishstatutebook.ie/eli/2003/si/11/made/en/print

Infact the misquotation of the parent directive is a staple of the denizens of this very forum.

ytpe2r5bxkn0c1

Kings Inns or bust wrote: »

This is not the first time this has been linked in this forum.

http://www.irishstatutebook.ie/eli/2003/si/11/made/en/print

Infact the misquotation of the parent directive is a staple of the denizens of this very forum.

Care to actually point out the clause which is being breached? And define 'a reasonable time'.

Kings Inns or bust

Jaxon Chilly Clarinet wrote: »

Care to actually point out the clause which is being breached? And define 'a reasonable time'.

It's a short SI and very useful for people advising people on their consumer rights. It's been discussed here so a search may be helpful. Section 7.

You'd need to define it by reference to case law which is non-existent in consumer cases, in Ireland at least. As for without 'significant inconvenience' the same applies. It will turn on the individual facts but common sense is the standard usually applied. Note the 'and' requirement.

I'd say not being able to play my XBox for two weeks is particularly inconvenient and I believe the reincarnated Frank Underwood would agree.

ytpe2r5bxkn0c1

Kings Inns or bust wrote: »

It's a short SI and very useful for people advising people on their consumer rights. It's been discussed here so a search may be helpful. Section 7.

You'd need to define it by reference to case law which is non-existent in consumer cases, in Ireland at least. As for without 'significant inconvenience' the same applies. It will turn on the individual facts but common sense is the standard usually applied. Note the 'and' requirement.

I'd say not being able to play my XBox for two weeks is particularly inconvenient and I believe the reincarnated Frank Underwood would agree.

That's the kernel of the issue. I don't see sending it for repair or two weeks as inconvenient. All things in life could be classed as inconvenient. Being without a games controller for two weeks would not rank with the most inconvenient. A washing machine, transport, utilities, etc would be but a games controller? Really?

The retailers response, so far, has been reasonable.

Kings Inns or bust

Jaxon Chilly Clarinet wrote: »

That's the kernel of the issue. I don't see sending it for repair or two weeks as inconvenient. All things in life could be classed as inconvenient. Being without a games controller for two weeks would not rank with the most inconvenient. A washing machine, transport, utilities, etc would be but a games controller? Really?

The retailers response, so far, has been reasonable.

The level of convenience will turn on the issue at hand, hence why the legislation says convenience. If the goods are X for Y purpose then not having them for a period of time is by definition inconvenient. One can make spurious arguments all day long.

Xbox controler, ah sure that not an issue - consumer is a professional gamer and the controller is required for a competition, alternatively is it the only controller etc. etc. Computer, ah sure you could do with a break from the screen, but what if the person needs it for college/work/exams. Washing machine, ah sure there's laundrette, here's 50p for the machine, so it's easy to spin it either way.

While I realise you just want to have an argument for the craic on a specialist subject - fair enough, this one is unwinnable from both sides as the arbitration of such matters is unknown. What I would say though is the OP asked for a way to speed it up and I forwarded a way, without being rude or bolshy with anyone on how they might escalate the situation in such a way as to get a resolution.

Regardless of whether the retailer is within the bounds of a law which will fall to discretion at best is hardly the crux of the issue. It's pretty poor service when the retailer could quite have easily handed the OP a new controller and sent the old one back. Cards on the table here I spent a number of years in the industry to which this thread relates so while I'm willing to concede legally there's a grey area, I know exactly what goes on in relation to the retail and returns of this stuff. So again legalities aside the retailer has not been reasonable in the slightest.

ytpe2r5bxkn0c1

Kings Inns or bust wrote: »

Xbox controler, ah sure that not an issue - consumer is a professional gamer and the controller is required for a competition, alternatively is it the only controller etc. etc. Computer, ah sure you could do with a break from the screen, but what if the person needs it for college/work/exams. Washing machine, ah sure there's laundrette, here's 50p for the machine, so it's easy to spin it either way.

While I realise you just want to have an argument for the craic on a specialist subject ...

Ah here! I'm done. You'd argue black was white. A professional gamer? Come off it. A games controller for exams? Yes right.

As for wanting an argument, I most certainly do not. And you could not be more wrong on my speciality.

I'm done trying to answer the practicalities of the OP position as you are determined to nit pick.

Carry on.

Kings Inns or bust

Jaxon Chilly Clarinet wrote: »

Kings Inns or bust wrote: »

Xbox controler, ah sure that not an issue - consumer is a professional gamer and the controller is required for a competition, alternatively is it the only controller etc. etc. Computer, ah sure you could do with a break from the screen, but what if the person needs it for college/work/exams. Washing machine, ah sure there's laundrette, here's 50p for the machine, so it's easy to spin it either way.

While I realise you just want to have an argument for the craic on a specialist subject ...

Ah here! I'm done. You'd argue black was white. A professional gamer? Come off it. A games controller for exams? Yes right.

As for wanting an argument, I most certainly do not. And you could not be more wrong on my speciality.

I'm done trying to answer the practicalities of the OP position as you are determined to nit pick.

Carry on.

Funny I was thinking I was going to be writing almost an identical post in responce to one of your spurious arguments.

The fact is there was a piece of information you didn't know - fair enough, thats what boards is for, rather than take that on board and go ah new info, great next time I'm advising people on consumer issues here's another avenue, you simply want to argue the point, again fair enough but for every possible arument you have, I'm gonna have another one. That's the way it works. If it didn't and legislation was black and white we wouldn't need a court system.

As for answering the practicalities - I'm not sure you ever did. You made mention of it not being instant, which it easily could have been, but that aside a reasonable amount of time in this scenario is about 24 hours, if that to ensure the device is actually faulty and there is no obvious physical damage. Certainly a week if this needs to be done by soeone in a warehouse somewhere is pushing it, but anything beyond that is a clear violoation of the OP consumers right, IMHO of course.

I'd be obliged though if you are going to argue you'd not invent points and read the posts and posted links carefully. At no point did I suggest a controler was needed for exams and you had me leading you to the point you then wanted to argue.