Advanced Exchange Problems

I have a Xbox One S 1TB which started to give me problems back in March 2017. After contacting support via chat four times, we finally agreed on getting the box replaced with the Advanced Exchange Program. Mind you that I have sent the box for repair to
Microsoft once already. So the problem was elevated to Global Escalation Support. I had to wait about a week before one of their analysts actually contacted me, since we as normal people can't contact them. Anyways he said they will send a replacement box
out and after I receive the new (refurbished) box to send my non functioning box to them. Ok I thought will do . So I get the box a few days later and what a surprise them guys sent a Xbox with 500GB instead of 1TB !!!!! I replied to the analysts email telling
them I received the wrong box and he said he will get back with me. After a few days he in fact did get with me saying I need to send the box back and they will send the right box out. So last Thursday the 2nd replacement box arrived and guess what!!! It was
a 500 GB version again !!!! Maybe you guys can imagine I was extremely upset. After sending the analyst two emails so far about them sending the wrong box again, I still have not heard anything from them. Mind you I had to go to the FedEx place 3 times which
is not really just a minute away and mind you that they (Microsoft) put a charge on my credit card (that's what they do for advance exchange). I guess for some reason they guys at whatever place they send the boxes out are not overly eager to send the correct
box ( which I have paid for) to me.

Maybe one of you forum readers had the same experience and can give me some advice. Sorry for the long post.

:)

 

Advanced exchange problems

Yeah, they offered a pick from four games the first time and then again when the "new" Xbox they sent didn't work. Small consolation. The whole refusing to waive the $15.00 advance exchange for the second Xbox really put the icing on the cake.

 

Advanced exchange problems

I could see it maybe if they did not send me the busted console! You get offered any thing for the issue you are having?

 

Hey there Stone!

I'm sorry to hear about your current situation, it definitely sounds frustrating. If you've been working with the Global Escalation Support, keep an eye on your emails and stay in contact with them through that medium.

Do let us know how it goes though!

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if you're a member of the Xbox Insider Program, check out the Xbox Insider Program Forums for help with Insider Program
troubleshooting.

 

Hello there Miss Bijoux,

It is three months now that the issue with my Xbox One S 1TB first occurred. After contacting support many times the issue is still not resolved. How can a small problem like mine not be resolved in a timely manner? I'm getting extremely frustrated with
Microsoft. That is a multi billion dollar company not caring about their core customers. Very sad, but I have to say that I probably never purchase any hardware from Microsoft again. I have to insists that my case has to be elevated to a higher level with
management being involved.

 

Hey Stone -

I can understand that you are frustrated. The GES team that is currently working with you is going to be the highest level of support that can be offered to you. Do you have a recent reference number from support that you can provide to us? If we have that
we can look and see what the current status is.

Mistakes can (and do!) happen and the GES team is going to be in the best position to get you sorted.

--------------------------------------

Xbox Forums Staff

Be sure to check out the Xbox Forum Guidelines
and if you're a member of the Xbox Insider Program, check out the
Xbox Insider Program Forums for help with Insider
Program troubleshooting.

 

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