42 days and still no repair/replacement of Day One Controller

I want to share my experience with the Xbox One warranty repair process in case someone else finds it helpful or if any of the moderators here can provide some useful advice or insight as to why my repair is still ongoing.



On 03/03/14 the service center in Texas received my XBONE Day One controller for repairs (triggers working inconsistently). A month later (4/2) I logged into XBOX Customer support to check for updates and saw that my repair order had been canceled
without any explanation or notification.

I called support (1-800-469-9269) and after 30 minutes on the phone (25 minutes of it hold) a very polite CSR apologized and informed me that there appeared to be an "issue" with my return and he had successfully escalated the matter.
He assured me that everything looked "healthy", and since I had shipping confirmation and other such documentation the process would now proceed to the next step. The next step was to be assigned an agent and that I should be contacted via e-mail in 5 to 7
days.

Twelve days have passed and still no updates so I called again today (4/14). The CSR I spoke with this time was okay, but said he could not do anything additionally at this time. I requested to speak with a supervisor. The supervisor I spoke with was
not friendly. He was well trained in NOT answering any of my questions and was highly skilled in quoting and repeating policy statements that were marginally related to what I was asking. I called him out on this and said the way he was handling my call was
not providing any type of customer satisfaction. The supervisor flat out stated that his job is not to make me a satisfied customer. When I asked what his role actually was he referred to himself as an Arbiter of Policy !!??



Are XBOX support supervisory positions labeled as ranks in the Covenant?

The supervisor alluded that there was a bit of a backlog for XBONE hardware repairs and that I really haven't waited very long. When I asked what was too long and when I should call back again, I was told that I will NOT receive an update until it
is my time to receive an update and until then I simply have to wait. He stated that this is the only information that can be provided to me at this time. I asked to be transferred back the initial CSR and attempted to leave feedback but was told this is not
the place. I asked to be transferred to the complaint department and was informed that the only place for complaints is the Feedback link found at the bottom of most xbox.com pages. I did leave Feedback but be warned you are limited to very few characters
in the form.

I tried to explain during my call that if they have such a backlog and if others are not getting status updates like me, then the system isn't working and that contrary to what I'm being told everything is not "healthy" with the status of my repair.

Is 42 days considered an acceptable level of customer support for getting a working XBONE controller back from repair?

:)

 

Xbox One Wireless Controller Joystick Drifts Upward

If you have the controller updated and are still experiencing the stick drift. There is no known fix for the issue except repair or replacement. If it is out of warranty then the best solution is replacement.

 

Xbox One S controller A button sticks right out of the box.

Hmm... the buttons on my Xbox One S controller seem to be fine since I got it the other day.

Maybe you got a dud? You can likely send it in to Microsoft for a repair/replacement, since it still has to be under standard warranty (1 year for console repairs, 90 days for input devices).

Start right here:
account.microsoft.com/devices

Make sure you have your Xbox One S serial number registered, and then go to "Schedule a repair" on the right. After that, just follow the repair process instructions.

 

Hi there Obi! I'm sorry to hear of your difficulties. I did some research and have found that if you take your original support reference number (you have that, right?) and call the following number, it will take you to the "Escalated Support Department"
which should be able to give you more information and give you some better help on the matter. You will be asked to enter your Reference Number when you first connect, before it transfers you to an Escalated Support Rep.

The Escalated Support number is 866–506–3826.

In keeping with the Covenant Hierarchy, respectfully yours,

Ambassador Jaymo Guilty Spark