2 Months and Still No Replacement Console

This post is in effort of trying to get my Xbox One back from the repair center, in working order, after two months of everything that could possibly go wrong has. I initially purchased an Xbox One in May and 3 months later it just stopped powering on. Since
it was under warranty, I called MS and spoke with a CSR who scheduled my repair and emailed me the necessary documentation. I shipped the console out and after about two weeks, had my replacement console. The problem was it had a defective disc drive. So again,
I called, had the repair scheduled and shipped it out. I was preparing to go on vacation, so I called in to see the status of my order and to make sure that the console was not going to be delivered while I was away and if it was, I could make arrangements
to have someone get it from my front porch. The CSR I spoke with said it wouldn't be delivered by then and made me a promise that I would be getting a brand new console, even the white one if I preferred, and that he would make sure it wasn't a refurbished
one. He went on to say he called over to shipping to ensure it. I found out through a call a week later that that is a lie. Not only could he not make such assurances, he also cancelled my console's repair order. While I was on vacation, I called in again,
as I had not received a confirmation email of MS receiving my defective console nor them having sent out a replacement. This is when I found out about my cancelled order and was also told they could not locate my console. After some digging by a CSR named
Victoria (still the most helpful of any of the people I have talked to) she and a supervisor managed to find the console I had sent in. I do admit some fault as I did not save the tracking number, mainly because the first time things had gone smoothly.

So, they sent my issue to escalation, for the first time. I was told it was approved and that it would take up to 3 business days to hear from someone from escalation. That didn't happen. So yet again, I called in and once again had to go through the escalation
process. Again, I waited a few days and finally I had contact with a member of the escalation team. He attempted to call me once and when I didn't answer (because I was at work) he emailed me. In his email there was a tracking number for my console being shipped
to me. I tried the tracking number and it didn't work. So, I emailed him with saying this fact and told him he could call me at anytime during the day and I would answer, which was a subtle hint that I would appreciate a phone call. Never did he try to contact
me by phone again. I was told through email that it might take a few days for FedEx to pick up my console and once they had it and scanned it, the tracking number would become valid. Three days later and the tracking number still not being valid, he contacted
me again on his own accord and told me he didn't have any updates for me and he was going to do some more digging for me. I have not heard from him again.

By this point, from the time I had sent the second console out to the present, a month and a half had passed and unfortunately, I am not a saint and my patience had run out. I called in yet again, demanding to speak to a supervisor. I spoke with one and
demanded to know where my console was and if they could not tell me exactly where it was and if he could not do that then I wanted to speak to someone in Escalation. He could do neither of those things, so I asked for a refund of the money spent on the console
as I had owned it for five months. Three months it worked and for two months MS Repair Center has had it. He said he did not have the authority to do that, I asked to speak to someone in a position who could and was told that there was no one like that. To
his part, he did compensate me generously with a free game, however I still have no console to play it on. He did escalate my issue again and told me I should be hearing from someone soon. Today I received an email from an Xbox Specialist. She asked me to
send her my tracking number and what company I had used to ship the console. Something I had already done previously with multiple CSR's. I kindly let her know that and told her if need be I would call FedEX personally as I am sick of this process. She did
not respond, so I called FedEx and they told me since MS created the label, they were the ones who would have to ask for the tracking number. I emailed her again and let her know that. Still no response.I sent one last email stating I would appreciate a phone
call. I did not receive that nor did I receive another email. I waited and waited and finally I tried contacting both the Escalation rep and Victoria to see if they could help. As of the end of today, I still have an invalid tracking number and have not heard
from these three people.

My hopes of this post is for someone, anyone to help me get this situation resolved. After all of this, I am not going to bad mouth MS or the Xbox brand, I just want the item that I paid good money and worked long hours to afford to purchase back in my house
and usable and not just a $500 paperweight. So please, if you can help or know how I can be put into definite contact with either the Escalation Team or the Specialist Team or someone with some authority to expedite this issue quicker, I would be appreciative.

:)

 

Replace my Headset already !

Its been months since I sent my head set in for repair/replacement (warranty good til 12/16/15) and I still have not received it.

They did sign for the package and processed the package and then....I fell off the face of the earth. So, 2 1/2 hours on the phone to set

up a new replacement order, almost a month and 10 emails with no response...I still do not have the replacement. POOR CUSTOMER

SERVICE. RIDICULOUS ! Now it's the point....replace the headset already OR JUST RETURN MY EMAILS !!!!!!!!!!! -

 

2 months and still no fix

Obviously if they are not updating there is nothing new to report.

 

hope this is sorted out for you. i wouldnt be so calm

 

I don't know what else to do at this point. That's why I created this post. I have tried email, no one responds. I call in and no one ever seems to know exactly what's going on. It's always a case of "the left hand doesn't know what the right hand is doing."
And now I have been getting Xbox Support on Twitter involved and it takes them forever to respond. I guess I am just going to have to call back in again tonight.