Microsoft addresses wireless 360 headset issues
by James Ransom-Wiley 
{ Dec 13th 2006 at 9:25PM }
In response to complaints, Microsoft's Xbox Accessories team has publicly invited Xbox 360 Wireless Headset users to contact customer support if they have experienced problems with their voice-chat product. Geez, thanks for the PSA.It's curious that Microsoft would post this official invitation on its Gamerscore Blog, as it seems only to suggest that issues are more widespread than generally assumed. That is, as a consumer, if your headset is defective, the obvious reaction is to contact customer support, which (according to Microsoft) will replace or repair the unit. So why iterate that process on the blog?
We appreciate the effort, but this message only makes us wish we could pair our third-party wireless headsets with the console -- and avoid the branded option altogether.
Reader Comments (Page 1 of 1)
jt @ Dec 14th 2006 5:47PM
Thats pretty unfair. Even with the few problems the headsets have they are still a great product. I've experienced the same problems everyone has described but I'd prefer it than any other headset. Bluetooth or otherwise.
Then again, going through the whole process to ship it in and get it "repaired" is bullshit. It seems like much more of a software fix to me.
Tony @ Dec 13th 2006 9:47PM
Honestly, if MS cannot get it to work 100%, do you really think some 3rd party option would work even better?
And why in the world would it be weird for them to post it on one of their sites that reaches the hardcore gamers that would actually pay $50 for a freaking headset?
Come on.
Orangecoke @ Dec 13th 2006 9:49PM
I gave up on mine and chalked it up to lost money. I doubt it's actually defective, per se - it just doesn't work very well (for me at least). I couldnt return it to the store because I mangled the packaging (one of those airtight clamshell deals).
PhillyRampage @ Dec 13th 2006 9:59PM
It works fine for me. I've been pleased with all of the accessories I bought for my 360 (from the headset to the wheel). Why shouldn't they iterate the process? They're just saying that they would replace or repair it, what's wrong with that? I don't understand what you're complaining about.
Steve2 @ Dec 13th 2006 10:25PM
First of all, MS didn't address anything here. They just reiterated their normal process for handling complaints. I'm not saying it should be a software fix, I'm saying MS blew it by not finding these problems before the units went out.
Second, I agree MS' restriction to only first-party peripherals is annoying. I use a Logitech Bluetooth headset with my PS3. I use a $30 2GB MS Pro Duo (don't laugh, it was $5 cheaper than an SD card) memory card instead of a $30 MS 64MB Memory unit I have for my 360. Allowing 3rd party peripherals wouldn't preclude you from using MS' ones, especially if they are good (I sure like the d-pad!), but not opening it makes it not possible to do better when MS does a bad job. And forces you to pay $30 for 64MB of storage (soon to be 256MB) when I can get 2GB of storage for my Wii or PS3 for the same price. Heck, I can even get 1 2GB SD card for $30 that I can use in BOTH my PS3 and Wii.
As to being pleased with all MS accessories, I didn't buy the headset. And I bought the wheel last night. The wheel is disappointing.
The hole in the foot pedals doesn't work well because the angle of the pedals is so steep that I can't bend my ankles enough when sitting at a normal chair for the balls of my feet to touch the floor through that hole. And it has no carpet gripper like the Logitech, so it slides. The shaft of the wheel is loose, so when the wheel switches pull directions as you go from corner to corner, it tends to make the wheel rise or fall instead of just twisting left and right. In this way, it feels like my old worn-out Logitech GT3 wheel. The version of PGR3 which WAS MADE FOR IT refers to the gas and brake as RT and LT (which they are equivalent to on the d-pad) on the car selection screen. It also says when you set the controls that the d-pad will change the camera view, and instead it changes the music on the radio (which I actually prefer, but is inaccurate). When you're selecting your control scheme, it shows pics of the d-pad and its controls, three of which the wheel doesn't even have. The version of PGR3 also fails to linearize the wheel correctly, it still has some traces of the processing applied to the thumbstick positions done to make d-pads work. This processing is great for thumbsticks, but makes the wheel work less well.
The clamp doesn't really clampy properly to the TV-tray table I use for my wheel mount as the TV-tray is only 5/8" thick. This table worked great on both Logitech PS2 wheels so far. It'll charge a rechargeable pack inserted into the unit to run it if you plug it into the wall, but only sometimes. If you start a game the light on the wheel goes green, instead of the orange meaning charging. When you shut the 360 off, it should go red again, but it doesn't unless you unplug it and replug it.
And for $150, why doesn't it come with a rechargable pack? Why do I have to spend another $11?
Finally, in a personal thing, not an objective fault, I know it was made so wide to work better on your lap, but honestly, you shouldn't use a force feedback wheel on your lap anyway, as it'll slide around when the FF activates. And you end up driving with the steering wheel in your bellybutton. So it's wasted on me.
On the other hand, the pedals work okay (as long as you give up on putting your feet down on the floor), the buttons on the wheel are well placed, and the unboxing experience is awesome.
Still, this thing isn't worth $150, not even close. $100 would be a tough call.
I was hoping this would be good enough that I might use it on my PC (to play GTR2?) with the affordably priced Xbox wireless receiver, but it's not good enough. I'll haul out my GT4 wheel instead, or get that Logitech G25 I've been lusting at since E3.
I guess I'm gonna keep it, since MS runs a closed system and it'll be the only thing I can use with Forza 2. But it's a shame.
Buckshot @ Dec 14th 2006 7:21AM
Mine works great, no sync probs at all. What are y'all playing with the wheel? I have been thinking about a purchase.
PhillyRampage @ Dec 13th 2006 10:45PM
@5
I bought the wheel also and I haven't find those problems you mentioned (maybe circumstances are better than yours, who knows) . I find the hole is much better than a spike that grips your carpet and I haven't had any problem placing my feet on the hole. Also I haven't had any problems with the shaft, although I find that the rumble in PGR3 is a little lacking (but that's a software issue, not the wheel)
But then again, it sounds like you have more than one wheel, while this is my first, so I could be just talking out of my ass.
Interstate78 @ Dec 14th 2006 8:51PM
I bought one. It works flawlessly.
> @ Dec 14th 2006 12:06PM
And yet another shitty M$ product.
MonocularJack @ Dec 14th 2006 4:55AM
Actually I think you've got it wrong. I think they have *LESS* issues than the media are making out and they're saying "OK, if these issues exist then how about you people step up and actually call us instead of just complaining or writing the unit off."
It's amazing how many people out there seem to like to complain yet won't do anything to fix it. It's like they're scared of talking on the phone.
What's MORE amazing are the people that say it doesn't work yet complain that they have to ship it away for repair and that they'll be without the headset. Gee, really? I thought it didn't work in the first place so how is sending it away going to make it worse?
Iscariote @ Dec 14th 2006 9:01AM
I opsted about this on Major Nelson's blog, but here goes again:
I have a wireless headset. Everyone I play Gears with says it sounds horrible, like crazy electronic static has taken over my apartment and is trying to kill me, so I called Xbox Support.
Call #1, Duration 1 hour, 30 minutes
In this call I spent an hour and a half asking the person on the other end why it mattered that my launch 360 was out of warranty, since it was my wireless headset that broke.
I didn't get anywhere until I got escalated to a supervisor and read him the warranty terms in the package word for word, cutting him off from rebutting, until he agreed that my twenty day old headset was within the 90 day warranty. Choice quotes include "We don't repair accessories" and "Your wireless headset is out of warranty."
The call ended when they gave me a number to fax my receipt to, so we could carry on with the return process.
Call #2, three days later, duration 1 hour 30 minutes
I gave them my reference number, and they hadn't received the fax I sent them two days earlier. I got told I should return my headset to where I bought it. I told Support that I had bought the headset more than 14 days ago, and it was opened which meant the retailer wouldn't take it back, more importantly, it's not the retailer's fault to replace my defective headset. Call ended at a stalemate with MS Support saying they'd call me back because no managers were on duty at the call center. Yeah, right.
Call #3, four days later, duration 2 hours
In this call I gave them my reference number, and got barraged with the same "we don't repair accessories" and "your 360 is out of warranty". After moving past that step again I was told to fax in my purchase receipt. I told them I did that, and they said it takes 24 hours to update in their system sometimes. I told them I faxed it three days earlier.
Then I asked "Why do I need to send in my receipt anyways?" "We need to confirm that the product is within warranty."
I told the guy on the phone "The Wireless headset came out last month. It has been on the market for 90 days. How could it be out of warranty? At this point in time, every wireless headset by default is covered by your warranty terms." Xbox support's response? "If you say so". For the remainder of the call I had to argue with this guy to get an address to send my headset to for replacement, while he argued with me using the time tested four year old tactic of "If you say so." The call ended when after getting the address and hearing him say "Include the original receipt in the box, if we deem your headset to be out of warranty we'll send it back to you with a bill for our services."
In the end I'm shipping the headset to my friend who works at an EB games, who's going to return it and send me a gift card for the value. I feel genuinely bad for anyone who has to deal with Xbox Support on a regular basis.
Iscariote @ Dec 14th 2006 9:07AM
Jeez, talk about crummy errors.
"posted"
"It hasN'T been on the market for 90 days"
I should write these long comments up in Word first, so I can proofread and not look stupid.
jabbertrack @ Dec 14th 2006 10:52AM
James,
Maybe you aren't familiar with the Gamerscore blog?
My god man... this is a major player in the games industry that is setting a new standard for being active in the community. These guys make posts about all kinds of things... not just bullshit PR marketing like other companies. They have a podcast and talk about all kinds of topics and express actual OPINIONS.
The reason, James, that Gamerscore would post about this is because they want as many customers to know as possible that if they have any problems with an MS product that they shouldn't just "chalk it up to lost money" like moron Orangecoke above.
I can't imagine a gaming blog like Joystiq would take such a retarded stance on a very customer friendly decision to encourage people to contact them if they even *think* something could be wrong.
Iscariote @ Dec 14th 2006 11:50AM
jabbertrack: It's a nice public opinion to say "If your headset has these problems contact support" but support doesn't do anything about it. They don't acknowledge the issue and they'll make you argue with them for hours before they agree to let you send it in.
Plenty of people have called support and support has flat out refused to do anything.
> @ Dec 14th 2006 12:21PM
Wait! I've changed my mind! I meant to say that the PS3 sucks!
Orangecoke @ Dec 14th 2006 3:11PM
"The reason, James, that Gamerscore would post about this is because they want as many customers to know as possible that if they have any problems with an MS product that they shouldn't just "chalk it up to lost money" like moron Orangecoke above."
Don't be a jerk. I made the personal determination that I understood the various possible reasons the thing isn't working well, and chose not to try and work through MS support because I simply don't think there's anything wrong with the headset itself. It's probably a combination of factors such as other wireless devices interfering, things like that. So basically I'm electing to accept that the product doesn't meet my expectations for performance. Based on the stories I'm reading about other people calling support about this, I don't think it would be time well spent.
jt @ Dec 15th 2006 2:44PM
Actually. After twenty minutes (most of which was spent on hold for a rep) they agreed to replace it for me free of charge w/o a receipt.