"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," Microsoft told News for Shoppers.
That might be the case, but not every gamer is satisfied with the outcome. Microsoft's warranty terms allow for the company to replace a defective console with a used or refurbished unit. One user says the replacement he received had a noticeable scratch running along the front of the console.
When contacting customer support, he was told the shipping carrier was to blame. The customer argued that the shipping box was intact so the scratch couldn't have come from shipping damage, to which the support rep's supervisor informed him that Microsoft doesn't replace consoles for "cosmetic reasons."
We did a little digging and found other reports of Xbox One consoles coming with scratches straight out of the box. Microsoft has been telling sites that it plans to take care of its customers, so this could very well be an isolated incident by a group of support staff who didn't know any better. However, if your Xbox One is faulty, we suggest heading over to wherever it was purchased from and seeing if it's an option to exchange it in-store to ensure you're still getting a brand new model.