Advanced Exchange - Where's the "escalation/advocacy" team?

So on August 22nd I requested an advanced exchange for a squealing Xbox One and broken Kinect sensor.

September 2nd: received new console and kinect. Same day I repacked the faulty console and kinect and shipped it back. I also made sure not to forget to get the receipt with tracking number when I dropped it off.

September 8th: Microsoft receives both devices

September 10th: I receive an email telling me they have received my console.

September 12th: I receive a warning email that they do not have my kinect and they will charge me $150 if I do not return it

September 13th: I call microsoft and ask what's going on. I provide them the tracking numbers as proof and all they can do is "escalate" the issue to the upper level team. I was told I would receive a phone call from the team by Monday, September 15.

September 16th: I received no call so I called microsoft again and the support agent said he made sure it went through properly this time and told me I will receive a phone call from the advocacy team by 6pm September 18th

Now it's almost 8:00 pm and still no contact. I'm stuck and I don't know what to do. I don't want to get charged for something I obviously returned. What should I do?

:)

 

Escalation/advocacy department please respond!

The whole escalation process is incredibly frustrating, it can take weeks to get a response from the advocacy team. I had an issue with my original console, processed an advanced exchange and was sent a console with a loose front plate and the console couldn't
stay powered on. Sent it back and eventually processed a new advanced exchange, I was then sent a used Xbox that had a faulty fan. Sent that one back and replaced my original with my retailer.

I would stay clear of the advanced exchanges from my own experience and unfortunately, all you can do is wait for the advocacy team, an email or phone call will come... eventually. I received an email 3 weeks after confirmed delivery of my 2nd advanced exchange
back to Xbox from an advocacy team member who didn't even have the tracking number and assumed I hadn't sent it back. The customer service is appalling.

 

Advanced Exchange - Beware

I also had Advanced Exchange issues with my Kinect. They were rather prompt about sending the initial replacement, but it was broken as well! It was escalated to the advocacy group and that is where the real issues started. Three weeks later, and three calls
wonder what is going on, I got an email from the Global Escalation Support team saying the solution was another Advanced Exchange. Now, they did refund the cost of the second Advanced Exchange which was great, but they had this in their email: "You can contact
us at 800-4MY-XBOX (9262) to create the Advanced Exchange." Now, I dialed what they had in the parenthesis instead of 9269 and it was an ADULT PHONE LINE. They gave me a free month of Xbox Live for that mistake. In all, it took a month, and an embarrassing
speakerphone call, but I finally received a working Kinect.

 

Still no contact from them. I did some research on this issue and it seems a lot of people have gone through similar situations. So I'm going to guess they aren't going to contact me at all. What do I do now? I have already called support twice over the
course of a week and all they do is "resubmit the ticket". I don't think calling again would help. I could try asking for the manager's help, but looking through the forums it looks like I'd be wasting my time.

 

It is not a waste of your time. That is your Xbox One. And they have it. Call, take it as high as you can.

 

1st. Always cover your hyde by recording you boxing up everything, sealing it and handing it to the shipper, and then post the unedited video along with the tracking number online. Save Hard Copies of each including weight of package.

2nd. Right now their is nothing you can do outside of contacting CS and hoping that somehow soneone will find the error, realize it was on their end, and correct it post hast. But I wouldnt hold my breath on that.

 

Update: I called them again today and the support agent tried to be a smarta** and tell me they haven't received it and I need to follow up with Fed Ex. I explained to him that the same person who signed off my xbox one package they received also signed
off my kinect sensor (according to the tracking number). Do I really have to make a video of me sending it off. That's ridiculous. Then he looked over my file and told me the advocacy team de-escalated the issue because it hasn't been 40 days since the exchange
and they haven't theoretically charged me yet. So I have to wait until they charge me... He also advised me to contact my bank and get them to block the charges if they do charge me. This whole experience is just so frustrating. I honestly feel like a helpless
pawn to this corporation.

 

Wait and see if they charge your card, if they do then contest the charge. If you have a good Credit Card they will remove the charge right away. You making a mountain out of a mole hill!