Advanced exchange program question

x Desii · Apr 9, 2014

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?

:)

Donniehun · Apr 9, 2014

Change to Advanced Exchange Program

Hi,

The supervisor was right it was a promotion for the Advance Exchange(AE) during the initial phase of the release. AE is an expedited service which now cost $10 for Kinect. This service is a premium service hence the fee. If you wish to get your Kinect repaired
for free you can choose the standard repair, as far as I know the repair in the US should not be longer than about 2 weeks (from door-to-door or drop off point) of course the maximum is up to 28 days. That's been said the AE is a premium and as such it costs
extra. I hope this info helps you understand why you were asked to pay $10 for AE.

PS.: Console AE is cost $14.95 extra on top of the hold on the credit card.

Daft Badger · Apr 9, 2014

Advanced Exchange Warranty Program Issues!!!

2 weeks? The total turnaround time has been 8 days at the most when I've had to send in a console for repair & that was just the standard repair.

No offence but if you have to put off paying the bills for something like getting a gaming console repaired you may want to rethink your priorities.

The advanced repair is an option,it's not something you have to do.

bigbenx88 · Apr 9, 2014

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.

x Desii · Apr 9, 2014

Thank you very much bigbenx88! Your answer makes everything clear and I'm not worrying about it anymore! I'll give MS a break and be patient. I'm very careful about these kinds of things, so I tend to worry about nothing. And about that return label for
anybody that will go through this service; the return label doesn't have the tracking # on it. You have to take it a fed ex facility and ask them specifically for a tracking number. They will immediately scan it and print out a receipt with the tracking number
on it and hand it over to you. Thank you again bigben, take care!

x Desii · Oct 31, 2018

So literally 15 minutes after posting that last reply I got an email from MS saying they have received my non-working kinect sensor and no further action is required. I can't help but laugh haha lmao!

bigbenx88

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.

x Desii

So literally 15 minutes after posting that last reply I got an email from MS saying they have received my non-working kinect sensor and no further action is required. I can't help but laugh haha lmao!

x Desii

Thank you very much bigbenx88! Your answer makes everything clear and I'm not worrying about it anymore! I'll give MS a break and be patient. I'm very careful about these kinds of things, so I tend to worry about nothing. And about that return label for
anybody that will go through this service; the return label doesn't have the tracking # on it. You have to take it a fed ex facility and ask them specifically for a tracking number. They will immediately scan it and print out a receipt with the tracking number
on it and hand it over to you. Thank you again bigben, take care!

G1NGERVIT1S

I too am in a similar predicament. After hours of troubleshooting online with a representative, they deemed it was necessary for me to send the xbox one in for repair. I was kind of upset that it would take 14 days so they offered the advanced exchange option
telling me I would receive a "new" xbox one. I quickly agreed but after talking with the representative I found out that it was going to be used. After a couple of more hours online with the representative and her manager I finally caved and told them to ship
me the refurb.

Then after leaving the xbox one unplugged for over 12 hours it miraculously started working again. I called that day to cancel the service order and I was informed that the refurb was already on its way to being shipped. I was informed to send the refurb
back and I would not be charged so I declined the package from fed ex.

19 days after the console was delivered back to Redmond, WA, I recieved a $424 charge from them for the console.

At first they wanted to claim that I had received the xbox one and that I had not sent one back. After telling the guy to enter my tracking number into FedEx's website, and not use whatever system they use to track their service information, they guy was
on board with me and said that they would refund me. I was told it would take 14 days. I was very upset that their mistake had caused me to miss out on some of my vacation that I had been on out of the country (I was using the hotel receptionists phone) so
I asked to speak with a manager. They guy told me I could not speak with a manager, but after relaying to him how much of an inconvenience they have caused me he put me on hold without saying a word.

After about ten minutes on hold with no way of knowing if anyone would ever pick up the phone I again, I was finally able to speak with a manager. His reason for the charge was that the process had been broken by sending back the same console. I told him
this was unacceptable because they had the console 19 days prior to the charge, but he insisted nothing could be done.

Finally, I recieved an email telling me that the funds would be refunded but it would take up to 30 days.

Needless to say, unless I can get some help here, I am going to Playstation and Linux or Apple and I will never look back. This whole situation has made me lose my faith in Microsoft and makes me realize that have worse customer service than Comcast.

seamas11

I've had a similar problem as others in this thread. Basically I shipped back an Advanced Exchange Xbox One Console and now they're saying they still can't find it - 3 months later. So they're charging my credit card for the console. I don't have the
tracking number, but can't they just look it up from the pre-paid shipping label? Has anyone had any recourse with this problem. I know we can cancel the credit card and block the charge, but then I'm assuming Microsoft will just send this charge to collections
and our credit will get ***...

Advanced exchange program question