Advanced Exchange Program difficulties -- help needed

Our XBox One console is powering up but is not booting up other than the power light. We've been through several support sessions with chat and phone support and all have come to the conclusion the console needs to be repaired.

We were given the option on the phone for an advanced exchange program where support would send a new console to us and we would send the old one back. After trying a few more debug steps, I decided to try this and spent an hour with chat and phone support
this evening attempting to setup the advanced exchange.

At the conclusion of the call, we were told that their system would not let them process the advanced exchange and was given instructions on how to do it from my PC. The instructions did not work since the website says "Advanced Exchange Service Unavailable"
and to call support to arrange this service. The support representative was very helpful, but ultimately ended by telling me to maybe call back tomorrow or that maybe they were out of systems.

I have now reached out to XBox support on Twitter, chat, and phone and have been unable to get the advanced exchange setup. Can someone please help me with this? The website and support groups seem to conflict each other and I really don't know where to
go from here.

:)

 

Advanced exchange program question

As someone who went through the same thing, and knows someone that works there, let me lay it out for you.

When you send your component back, it gets scanned in at the service center loading dock, i.e. they scan the code on the shipping label and that tells them to shuffle it off to the "Kinect department". They will pop it open, verify the serial number and
then update the repair order. This whole process, from the point it's received on the dock and then checked in the appropriate warehouse, can take anywhere from 4-7 days.

Now the actual charge, even though they tell you 15 days, doesn't actually go through until about 30 days. MS knows that things happen and they give you a lot of leeway. The posts from others on the forums are just one side of the convo. And that 15 days
doesn't even start until you receive the new unit, so you have until 4/17 before you even get the warning email, which you'll probably never see because they'll have it checked in long before that.

And good on you remember to get your return shipping tracking number. With that in your possession you're golden. Good luck, not that you need it.

 

Advanced exchange program question

Hey all,

So a few weeks ago my kinect randomly bricked and stopped receiving power. There was no way to fix it so I called MS and they arranged an advanced exchange for me. It was arranged on 3/26, and everything went smoothly. I received the new Kinect on 4/2 and
it works flawlessly. On that same day I slapped the return label on the box and sent my old kinect back. According to the tracking number, they received it yesterday (4/8), but they still haven't took the hold off my card. I called support and asked them why
they haven't took it off and they said it is still within the time frame of them not scanning it into the system. The lady said she put the tracking number onto my account as a reference that I sent it back. She said I should be fine and wait until Friday
(4/11) to see if they take the hold off. So obviously I shouldn't be worrying about this, but all these posts from people who went through the exchange on these forums can say otherwise. I have seen so many people being charged, even though they sent their
product back to MS. I don't know, maybe it could be my anxiety taking over. So my question is to those of you who did the exchange; how long did it take MS to take the hold off your cards after they received your defective/broken product?

 

Hey Drstan00,

The advance exchange is a process that only a support agent can process. Its an annoying process for them, so I can see why they would try and not perform it. Ultimately though, your only option for the advance exchange is to call them, let them know you
want to set up the repair. Be aware of the $400.00 hold on a credit card, and the $15.00 fee.

Hope this helps you in any way. Please respond to this thread if you do need to know anything else, or need assistance

 

Thanks Spyroman12, that was my understanding too... that only support can initiate it. Is there a reason that they wouldn't be able to process it while on the phone? When I called they claimed they might be out of consoles to send and told me to call back.
Was very odd.

 

Well...to be completely honest, the agent you might have been talking to just didn't want to set up the repair. They are human too, and also things they do and do not want to do. Don't be angry, just keep on carrying on good sir.

 

If this is a reoccurring thing, just send me a private message