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No, that’s not normal, that’s a problem. He’s fortunate that it will even load up games. In fact, IGN had a similar problem with one of its test XBox Ones. Your friend should get in touch with Microsoft ASAP, they will almost certainly take care of it right away. I don’t think this is a very common problem, but it is happening enough that I had heard of it before reading your Question.
"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