Poor xbox one video service

Mad_eye

Hi, I am new here so please forgive me for such a big post, but i am at the end of my rope here and don't know where to turn. So I hope someone can help me.
This is my conversation regarding an issue I'm having with the xbox one video store support people:
From me:
No 5.1 surround

Hi, can anyone give me an update on an issue I reported back in June? The issue being most of the HD movies on the xbox video store for xbox one are not in 5.1 surround sound, Dolby, DTS or multichannel. I know that support are aware of the issue, and are apparently working on it, but I have no idea when this issue will be fixed. Renting and buying HD movies is a big part of my xbox one experience, and for the last couple of months I haven't had the confidence to do this. All ready having had two refunds for HD movies that were only in stereo.
Any help would be greatly appreciated.
From support:
Hi Mad EYEFI,
Thank you for contacting Microsoft Support. I understand you have some concerns with video purchases from the Xbox Video Marketplace. More specifically, the sound quality of HD videos.
You've mentioned you reported this issue back in June. Which venue(s) did you report this through? Was it directly to Xbox Live Support over the phone or chat, or was it to the forums? If it was the forums, do you have a link to the thread?
Does this issue happen with all video rentals and purchases you come across? Do you have issues using 5.1 when other devices are connected to your receiver?
Feel free to get back to us with any other questions or concerns you may have and we'll go from there.
Regards,
Chanh S.
From me:
Hi Chanh S
i reported this issue to all the support services, phone, live web chat, twitter, I even got sent to some microsoft software support which had nothing to do with xbox video so they didn't have any idea what I was talking about. I have probably spent about three hours on the phone going over this issue with several different support agents. This is my first phone support ref #1250010422 date 11/06/14. There have been several phone calls since. We came to the conclusion that the problem is linked to the June update, I hope this helps you understand how frustrated I am.
In answer to your next question I have a Playstation 4, 3d blu ray player, Apple iPad mini and a Sky HD box connected to my reciever, I have no issues with surround sound from any of these devices. Going back to the xbox one, I can play disc based games, downloaded games and blu rays all with surround sound, it's only movies from xbox video I have an issue with. I have gone through all the troubleshooting scenarios with phone support several times with no joy. To be specific about the issue it appears to be random movies, the only way I can tell is when I play a trailer to a movie it comes through in stereo, when I first noticed it was when I streamed the new Robocop movie in HD, that came through in stereo, the next movie was the lone survivor, also in stereo. I have received refunds for both of these movies. In the description to these movies it only says "English audio" it used to say 5.1 or 2.0. I can say that the new Need for speed movie trailer is in 5.1, but the latest Thor trailer is in stereo. So maybe you can see why I don't have any confidence in the service at the moment, after all I just want to sit down, press play and get what I paid for without having to spend hours on the phone to support.
my post is a bit of a rant which I apologise for, but I hope you can understand why.
what I want to know is when will this be fixed? and how will I know?
Any help would be greatly appreciated.
Thanks.
From support:
Hi Mad EYEFI,
Thank you for the updated information. A few things to keep in mind regarding this issue is that this is a sweeping issue as it involves multiple studios and their content. As you can see, it affects random movies in the marketplace, and we market the movies as given to us by the content providers. If they provide us stereo-only encoded movies, that is what is sold in the marketplace. Should they provide a 5.1 encoded movie, that is what would be available.
A resolution to this will take some time, and it would be a long-term solution, not something that can be immediately fixed at the drop of a hat. What I also recommend is submitting this feedback at our community-based website dedicated solely to recommendations, bug reports, and feature requests at.
Regards,
Chanh S.
From me:
Hi Chanh S
thank you for your response, so let me get this straight, when I buy an HD movie for more money than an SD movie there is no guarantee that I will get the full HD product, and there is no way of telling this before I make the purchase? I'm a little confused, I had an xbox 360 which I never had an issue with surround sound from HD movies, so when I "upgraded" to an xbox one at a cost of £550 and plugged it in to my £10,000 home cinema system I actually "downgraded" my setup?
I understand that Microsoft/xbox are receiving this content from an external source, but surely there should be some quality control at Microsoft's end.
In response to your comment "A resolution to this will take some time, and it would be a long-term solution, not something that can be immediately fixed at the drop of a hat" someone clearly downgraded the service at a "drop of a hat" as this issue didn't exist before the June update, as far as I am aware.
As a consumer I feel extremely let down by this product and service.
I understand that your accessibility to the information for this issue could be limited, so is there someone I could write to or phone? Like a manager of the department or someone who is responsible for this situation?
Thanks again for your help.
My question is, am I doing the right thing? What else can I do?
Please bare in mind that I see the xbox one as a high definition multi media device that does everything a home cinema/gamer enthusiast would want, or am I barking up the wrong tree?
Any help would be greatly appreciated.
Thanks.

RichL74

Just take your business elsewhere.