Brand new Xbox One making weird noise, Big W won't accept it

sarmen2 on 21/06/2016 - 21:10

The noise sounds like this: https://www.youtube.com/watch?v=0OW9jFwngFw

The first thing I did was contact Xbox support and they gave me the choice of sending it to them but I figured I would take it back to Big W. There I was told that because it wasn't an actual problem they couldn't return it. Then I contacted Xbox support again and I can't remember what happened but I ended up at another Big W store and there I was told that they would send it to the manufacturers for repair and I would get it back in 6-8 weeks, so I figured I would do it myself. The next Xbox person told me that the unit I get from them is refurbished which I'm not totally happy about it since I've had this thing unpacked for 2 days.

The noise was something that occurred on a lot of systems a while ago called coil whine but a patch was supposed to fix it a while ago and coil whine isn't supposed to occur while playing a game, while my noise does. Also I wouldn't really have a problem with the noise since it doesn't really affect anything (though it is annoying) but there were some posts on reddit where they had the same problem and their consoles died on them out of the blue. So is Big W correct in what they're doing? I assumed I would be entitled to a replacement or refund as the item is doing something it shouldn't be, though the defect doesn't affect the functionality of the console, yet it's not in the state that it should be. So should I push at Big W for a proper replacement or stick to a refurb unit?

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Comments

  • [Deactivated] on 21/06/2016 - 21:22
    +3

    I'd hammer BigW for a replacement given it is defective out of the box.

    It is unfair to expect you to wait up to two months to get something you only bought two days ago.

    Get a manager involved, post it on their Facebook while you're in store, cause a ruckus (but don't be belligerent).

  • the-mal on 21/06/2016 - 21:22
    +7

    So should I push at Big W for a proper replacement or stick to a refurb unit?

    I'd try your luck with Big W again, try to make sure you speak to someone different. If you exaggerate the problem, say it was randomly restarting or crashing and also mention the noise and say you'd like a replacement. If it's only a few days old and there's no physical damage to the unit most likely they'll just replace it.

    You're entitled to a defect free product and with expensive electronics like consoles I would do exactly what you did. You don't want a refurbished unit if yours had a problem from day 1.

    It's a bit cheeky but I'd exaggerate the problem to the Big W staff so you get a replacement. If you say it's intermittent restarts and freezing it'll be hard for them to test and they'll probably just replace it. Just be polite and keep reiterating that you don't want money back, just a replacement for a console that works. And mention that you googled it and it seems like it's a known defect with some units.

  • Savas on 21/06/2016 - 21:23
    -1

    Depends how big the problem is, probably go for replacement since Big W wont care

    If you have a minor problem with a product or service, the business can choose to give you a free repair instead of a replacement or refund. When you have a major problem with a product, you have the right to ask for your choice of a replacement or refund. For a major problem with a service, you can choose to receive compensation for the drop in value below the price paid, or a refund.

    Source: https://www.accc.gov.au/consumers/consumer-rights-guarantees…

    • twocsies on 19/07/2016 - 10:55

      A refurbished unit is just a repaired one. For a minor issue like a bit noisy fans or coils, that's all I'd expect.

  • Randxyz123 on 21/06/2016 - 21:53
    -1

    I'd hit big w up on Facebook. Explain to them the issue and that it's been like that from day 1 etc

  • Garagesale on 22/06/2016 - 01:09
    -1

    sounds like your minor problem is indicative of a major problem about to ocur.
    call up their head office

    could always get the credit card payment frozen etc

  • TRANCE on 22/06/2016 - 01:39

    Coil whine is not an actual problem, meaning nothing is working out of spec, but it is annoying, especially if you are sitting close by. My previous graphics card HD7950 had coil whine, was so annoying as my PC is close by, I sold it straight away and upgraded to a different model. It's just bad luck to get an electronic product with coil whine, luck of the draw. I have a samsung plasma that whines like crazy. Technically they don't have to accept return of it as it is "within spec", samsung don't accept return of tv's that whine, graphic card vendors don't accept return of cards that whine, but imo they all should, because coil whine is friggin annoying.

    • sarmen2 on 22/06/2016 - 13:33

      I watched more videos and I don't think it's coil whine. Coil whine was getting louder and louder in the videos and isn't supposed to be making a noise when the console is playing a game. Also an update supposedly fixed it a while ago.

  • Nyk8 on 22/06/2016 - 10:12

    I just bought one a few days ago. I have noticed that the fan is a bit louder than I expected. The good thing is that the fan noise doesn't change, whether I'm on the dashboard or in a game. Ive also noticed the power brick is a bit noisy too with its fan. When my room is silent I can hear the fans from my couch.

    Is your console working fine other than the fan noises it is making?

    Does anyone know if it is normal for this console to make noticeable fan noise? Some people say the Xbox one runs silently, and others say it is normal for the fans to make noticeable noise.

    A replacement would be better than a refurb unit.

    • sarmen2 on 22/06/2016 - 13:33

      It's not a fan noise, more of an intermittent crackling.

  • Randxyz123 on 22/06/2016 - 10:44
    +1

    Why the hell was I negged for saying message the social media team? FFS people.

    • sarmen2 on 22/06/2016 - 13:37
      +2

      I'm going to try it out and see what they say

  • ToobsAU on 04/07/2016 - 18:46
    +1

    It sort of sounds like there's a wire or something touching the fan blade to me… there's not really any wires that would be long enough to touch the fan blades no matter how poorly it was assembled.
    Therefore I'd say it's going to be either the fan hub has been damaged and is dragging on the fins of the heatsink or some foreign object has found its way into the fan assembly.

    I'd be demanding a refund from them.

    • StickMan on 06/07/2016 - 22:41

      Yup, sounds like fan blades hitting something to me. That's definitely not coil whine.

      It's defective out of the box, you need to stress that to Big W. They are in no place to say it's NOT defective.

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