Microsoft: We are working to replace Xbox One units with disc drive issues

Soon after the Xbox One console began to be sold around the world, a few reports from owners of Microsoft's newest hardware device claimed that the disc drive was causing problems. The faulty drives were generating loud and rather upsetting sounds when a disc was put inside.

When Neowin asked Microsoft about these reports, we got a rather general statement back from the company saying that there are "many avenues for customers to get the answers they need and get back in the game as soon as possible." Now Eurogamer has received a somewhat more specific answer from Microsoft on what they will do to help Xbox One owners with faulty disc drives.

The statement said:

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.

This is the first such announcement from Microsoft that references a specific issue with the launch shipment of Xbox One units. It's important to point out that there's no evidence that this is a widespread hardware fault with the console, which has now sold over one million units worldwide. However, we also know that's little consolation to the folks who are dealing with noisy disc drives. We hope Microsoft's statement means that the company will get new, and fully functional, Xbox One consoles to the people who need them swiftly.

Source: Eurogamer

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For those spouting amazon review numbers, please consider only the "Verified purchases". When you look at a lot of the one star reviews, look at that persons other reviews, you may find they bought one console at amazon (verified Purchase), rated it a 5, then didn't buy the other console and rate it a one. There is lots more evidence of fake reviews on both sided.
please continue the petty bickering, but use some believable crap.

I popped in my Bladerunner Final Cut Bluray just to test it. Otherwise I haven't used it. Download speeds have been very good so apparently the server hasn't been slowed by all the new consoles.

I really wish they'd give us a download code for the games we've bought on disc... Right now I can only play FIFA (free download) and none of the other games I have on disc.

Really annoying that I have to wait for MS to send me a new one

Mattlow93 said,
I really wish they'd give us a download code for the games we've bought on disc... Right now I can only play FIFA (free download) and none of the other games I have on disc.

Really annoying that I have to wait for MS to send me a new one

They wouldn't be able to do that. Otherwise we could go and sell the disc version after redeeming the code and still play the digital download version.

Mine is perfect. Watched a few BR movies no issues. No scratches at all. Reports on these issues pale in comparison with the PS4. Good to see both companies working to resolve the issues.

Well .. there are ps4s that run without problems. but be sure - those faults appeared and people who bought a xbox with a lot of money are not amused

-adrian- said,
Well .. there are ps4s that run without problems. but be sure - those faults appeared and people who bought a xbox with a lot of money are not amused

If you go by amazon reviews, over 50% are 1 star compared to 5star.

The ps4 has a much lower % of 1 star reviews compared to 5star.

But the xboxone hasn't been out the same amount of time so isn't really a fair reflection yet.

f1ux said,

If you go by amazon reviews, over 50% are 1 star compared to 5star.

The ps4 has a much lower % of 1 star reviews compared to 5star.

But the xboxone hasn't been out the same amount of time so isn't really a fair reflection yet.

Umm, it looks like it's less than 50% of the reviewers gave it 1 star. There's a total of 829 reviews and only 246 gave it 1 star. That's way less than 50%.

link6155 said,

Umm, it looks like it's less than 50% of the reviewers gave it 1 star. There's a total of 829 reviews and only 246 gave it 1 star. That's way less than 50%.

Sorry didn't word that well. ( busy day at work!)

Take total number of 5 star, subtract total 1star. If answer is bigger than 1 star total then the swing is more 5 star. If answer is smaller then swing is more negative.

Out of all the reviews there is still a
Higher percentage of 1star reviews for the xbox one compared to the ps4 the graphs also show this

Ryano121 said,
Plus how many of the 1 star reviews are from crazed PS4 fanboys?

And how many of the 1 star ps4 reviews are
made by crazed xbox fanboys?

f1ux said,

Sorry didn't word that well. ( busy day at work!)

Take total number of 5 star, subtract total 1star. If answer is bigger than 1 star total then the swing is more 5 star. If answer is smaller then swing is more negative.

Out of all the reviews there is still a
Higher percentage of 1star reviews for the xbox one compared to the ps4 the graphs also show this

Worded well or not, it is still not accurate.

In the first 36/48 hours of the PS4 release, a little over 600 verified users reported BLOD/Bricked units.

In the first 36/48 hours of the XB1 release, a little over 70 verified users reported BrokenDisc/Bricked units.

How you can conclude that the reviews or error rate is in any way statistically higher with the XB1 is just disingenuous.

If you notice there are far more negative (non-verified) XB1 reviews by percentage than there are negative (non-verified) PS4 reviews. Strangely, over 80% of the (non-verified) XB1 reviews are (verified) PS4 owners or gave 5 star PS4 reviews.


In either case, even with PS4s probably having a larger percentage of defective units (Almost 10 to 1 according to Amazon reviews), the sample size of defective units is still a very tiny percentage for both Sony and Microsoft - especially for a new product launch.


It would be nice if you were able to ship the broken one out after receiving a new XBOX.

Some companies do this and usually take your credit card info during the support call and will only charge your card if you don't send the broken XBOX back to them.

winrez said,
It would be nice if you were able to ship the broken one out after receiving a new XBOX.

Some companies do this and usually take your credit card info during the support call and will only charge your card if you don't send the broken XBOX back to them.

In the article Microsoft mentions advance replacement, which indicates they are sending replacements out before the customer sends the old one back.

Wouldn't it be nice if you could trust people you don't know? The unfortunate thing is, you cant and there is no guarantee unless you take a credit card number, that you will get the broken console back. That's why this procedure was created to begin with.

dipsylalapo said,
Yep, but the advance replacement requires a £600 holding charge on a credit card to ensure you return the broken console.

Dude, don't be so naïve... if you're in the business, you'd do the same.

Interesting how Neowin reports issues with the PS4 as soon as they are found, but wait till Microsoft issues a marketing promise to report issues with the Xbone.

You guys read way too much into this stuff. First they're conspiring against the Xbox, now they're conspiring against the PS4...