Advanced Exchange, Extended warranty Instant on problems

jamie ewart · Dec 11, 2014

Recently I had the misfortune of having to contact Microsoft to arrange an Advanced Exchange for my Xbox one as the console no longer powers on via the controller, instant on hardly ever works and resuming a game never works.

I thought that having bought my console (day one edition) direct from Microsoft along with the extended warranty that should I ever need to contact Microsoft that the repair would be handled in a professional manner.
How wrong could I have been?

On the 2nd December I arranged for an Advanced Exchange console to be sent to me (this results in a £340 hold being placed on your credit card despite the fact that I have the extended warranty) and was advised
by the customer services representative that I should hear from the courier on or around the 5th December.

On the 5th of December having heard nothing from the courier by 4pm UK time I contacted Microsoft asking for clarification on what was happening with my new Xbox.

I was first informed by someone that the order had been cancelled and that no Xbox had been shipped and that a new order could be placed there and then (again with another £340 hold on my credit card) I said I was unhappy with this and that I
wanted to speak to a manager, the manager informed me that the first person was wrong and that the order was ongoing and that I should hear from the courier on Monday 8th of December.

On the 8th of December again having heard nothing from a courier I contacted Microsoft and was advised that my repair was on going and that my case would be escalated and that I would receive a call back on
Tuesday morning confirming what was happening with my order.

On the Tuesday and having received no call back from Microsoft I called them again asking if anyone knew what was happening?
I was advised that the order was on going and that my case would again be escalated and that I would hear from them within 2 days.

This now being the 11-12-2104 a full 9 days after placing an order for an advanced replacement and despite trying to contact various people within Microsoft I am still sitting here waiting to hear what is happening with my order.

I was just wondering if anyone else has had such poor service from Microsoft.

Has anyone else had or have the same issue as me in the console not working correctly from Instant on?

Jamie

:)

CMUchippewa · Dec 11, 2014

Hard drive noise?

No, that is not normal. My system made a loud noise like it was revving some RPMs like in a car during an installation. It only happened once and it stopped. I would suggest sending it in for a repair or advanced exchange. Do it while your console is
under warranty. I have the extended warranty now, just to be safe.

chrisJ_89 · Dec 11, 2014

Stuck on green XBOX ONE loading screen, please help!!

Turns out an advanced exchange is only applicable with a valid warranty

Misses Quinzel · Dec 11, 2014

Hey there, jamie! I'm am so incredibly sorry to see the delay in shipment for your console. After seeing what you have gone through and a review, I've gone ahead and bubbled this up to the appropriate teams for you. I do hope we are able to sort out why
your console hasn't shipped and work on getting you that Advanced Exchange. We really do appreciate your patience! Please keep us updated on the situation.

jamie ewart · Dec 11, 2014

well after 9 days and a few phone calls Microsoft called me tonight and have started a new Advanced Replacement order for me, this time they say it will take no more than 5 working days for my new xbox to arrive here is hoping thats the case.

Misses Quinzel thanks for looking into this for me, not sure if what you did helped but thanks.

Misses Quinzel · Oct 31, 2018

Hey there, Jamie! I'm very happy to see you're keeping us updated on the whole situation, and happy to see that they are working on getting you your replacement console. There are still a couple days before the 5 business days are up, but do let your contact
know if you have any issues with it. They will be the ones you want to go through for anything else right now. However, I am still very interested in the outcome of the situation, so updates are definitely appreciated!

jamie ewart

well after 9 days and a few phone calls Microsoft called me tonight and have started a new Advanced Replacement order for me, this time they say it will take no more than 5 working days for my new xbox to arrive here is hoping thats the case.

Misses Quinzel thanks for looking into this for me, not sure if what you did helped but thanks.

Misses Quinzel

Hey there, Jamie! I'm very happy to see you're keeping us updated on the whole situation, and happy to see that they are working on getting you your replacement console. There are still a couple days before the 5 business days are up, but do let your contact
know if you have any issues with it. They will be the ones you want to go through for anything else right now. However, I am still very interested in the outcome of the situation, so updates are definitely appreciated!

Misses Quinzel

Hey there, jamie! I'm am so incredibly sorry to see the delay in shipment for your console. After seeing what you have gone through and a review, I've gone ahead and bubbled this up to the appropriate teams for you. I do hope we are able to sort out why
your console hasn't shipped and work on getting you that Advanced Exchange. We really do appreciate your patience! Please keep us updated on the situation.

CMUchippewa

No, that is not normal. My system made a loud noise like it was revving some RPMs like in a car during an installation. It only happened once and it stopped. I would suggest sending it in for a repair or advanced exchange. Do it while your console is
under warranty. I have the extended warranty now, just to be safe.

JosefLBohorquez

I was checking the repair services terms and conditions:

https://support.xbox.com/help/hardware-network/...

Some devices are eligible for this instant delivery, it seems you're device is not eligible according to section 16.

I'm going to attach it:

"In certain countries, Microsoft offers Advance Exchange Service (“AES”), under which you can receive a device prior to shipping your Microsoft Device to Microsoft for service, with certain conditions. If your Microsoft Device qualifies, Microsoft will ship a replacement device (the “Advance Exchange Device”) to your designated location when you request covered warranty service. You must return the original Microsoft Device to Microsoft within fourteen (14) days from the date Microsoft ships the Advanced Exchange Device. When you elect to add AES to your request for covered warranty service, you AGREE to the following terms:

Your Microsoft Device will not qualify for AES if the Device is damaged and/or is not covered under the Microsoft Manufacturer’s Limited Hardware Warranty & Agreement, the Extended Hardware Service plan, or the Microsoft Complete plan, as applicable.

The Advance Exchange Device will be shipped to you in a box that includes a prepaid shipping label.

You must use the prepaid shipping label to return the Microsoft Device for which you received an Advanced Exchange Device and are requesting warranty service. You will need to return your original Microsoft Device in the same box within 14 days from the date Microsoft ships you the Advanced Exchange Device.

To guarantee that the original Microsoft Device is returned, Microsoft may request that you provide us with a valid credit card number. In such a case, YOUR CREDIT CARD WILL NOT BE CHARGED if you return the original Microsoft Device (with the serial number you have provided to us) within 14 days from the date Microsoft ships you the Advanced Exchange Device.

You will be liable for the cost of the Advanced Exchange Device and a handling fee equal to the current MSRP of the Advanced Exchange Device if: (1) Microsoft does not receive the original Microsoft Device within 14 days from the date Microsoft ships you the Advanced Exchange Device as indicated by the carrier’s tracking system; (2) the Microsoft Device is not under warranty; and/or (3) the Microsoft Device is excluded from warranty or service. If Microsoft has asked you for your credit card number, YOUR CREDIT CARD WILL BE CHARGED FOR SUCH AMOUNTS AUTOMATICALLY.

If you have any questions, please contact Microsoft Support."

You can double check this in the link above, hope it helps!

Advanced Exchange, Extended warranty Instant on problems