Amazing Discovery! Xbox One Support is Really That Bad! Details Inside!

My Console: Xbox One Day One Edition that I preordered from Microsoft

Timeline:

• July 7 - Contacted Support with Error Code on screen. Tried everything, even Factory Restore twice. Blu-Ray Drive doesn't work all the time either.
  
• July 11 - Received Advance Exchange. DOA. Contacted Support, not happy. Ready to pay my $$ to get another Advanced Exchange. No can do, until I get my original one sent back. Escalated
  
• July 12 - Shipped back the brick that I received on July 11. Kept my original console because at least I could get an error screen
  
• July 14 - Received phone call from Dane with Xbox Global Escalation Support. Email from him followed.
  

I've put in a request for our technicians to let us know when your

console is received. As soon as I hear back from them, I'll manually

cancel the order and I'll give you a call so we can setup a new Advanced

Exchange order. I will track the shipment of the next console and I will

call you as soon as I see that it's been delivered, to make sure that

you've received it and it is working well for you.

As soon as I've confirmed that you have a perfectly functional console

and your next Advanced Exchange order is closed, I will be happy to

provide you with an appropriate reward, in recognition of the

difficulties that you've faced. This would be something along the lines

of a free first party game, an additional controller, or even several

months of Xbox Live Gold time to add to your subscription. You have been

extremely patient and I will not let your patience and your incredible

loyalty to Xbox go unrewarded.

In the meantime, please reply to this email if you have any additional

questions or concerns, and I'll be happy to answer them for you.

Otherwise, I'll be contacting you with any updates pertaining to this

case.

• Sent several emails to Dane without reply (he has not responded as of this posting)
  
• July 18 - Went through Chat Support (since Dane at Escalations never did what he said he would) and requested my second Advance Exchange (I have Chat Logs).
  
• July 23 - Received second Advance Exchange. Guess what? DOA too.
• July 24 - Contacted Support again through Chat (I have Chat Logs). Was told that Dane is scheduled to call me on July 25. I decide to wait to hear from him
  
• July 25 - Nothing. My Original Xbox One shipped out to be returned so I can get my $400 back
  
• July 29 - Contacted Xbox Support through Chat (I have Chat Logs). Informed that my case was submitted to the Customer Advocacy Team (I have not heard from them). Was then given a call to process an Advance Exchange. The phone call was ok, but I was told
  to not do an Advance Exchange since this would be my third one and let it go through Escalations where they were requesting a Brand New Console. I decided I'd wait.
  
• August 1 - Received email from Sam.

My name is Sam with Xbox Global Escalation Support. I am contacting you regarding the issue you are experiencing with your Xbox. I'm very sorry for the delay it has taken to respond to your e-mails, it's unacceptable given the
issues you've already experienced - I will be working on your case now so that we can get a working console out to you as soon as possible.

Firstly, I can confirm that the Xbox you had sent into our service center has been received and we have since closed off the Advanced Exchange order and released the hold charge on your card.

I can see that you spoke with our support team and explained that the console currently in your possession from the previous repair is also experiencing issues with booting to a green screen then not displaying. To investigate this
issue further it will be necessary for us to arrange for another repair. I know this is not ideal and will cause further delay, I assure you we will work with you to get a working console to you as soon as possible. Moving forward we can then arrange for a
standard repair or advanced exchange of the new non-working console, whichever you prefer.

The standard repair will require you to send in your current console to our service center to have it tested, I can notify the service center of the exact issue it's experiencing so that it is tested fully. If your unit cannot be
repaired a working exchange console will be send back to you. The advanced exchange option will have another console shipped to you like with your last repairs, for us to proceed with this I would need to arrange a time to call you so that we can set up this
order.

Please let me know how you would like to proceed. If you have other questions that I can answer or any additional concerns, please feel free to reply directly to this email.

I hope you have a good day.

• August 2 - Replied to Escalations do the Advanced Exchange. No Reply.
• August 4 - Contacted Support through Chat (I have Chat Logs). Then talked on the phone. They were unable to process an Advanced Exchange since Escalations had my case.
  
• August 5 - Replied again to Escalations. No Reply.
• August 6 - Replied again to Escalations. No Reply.
• August 7 - Contacted Support through Chat (I have Chat Logs). Reaffirmed that Advocacy Team was looking into this. Reaffirmed that I would be sent a new console. Was told someone would contact me in 24 hours from Escalations or whatever to do another
  Advance Exchange
• August 8 - Contacted Support through Chat (I have Chat Logs). Unable to do anything as Escalations and Advocacy Team were looking into this. Replied again to Escalations through email. No Reply.
  

So yes it has been a month since I have had a working Xbox One. Between 10 hours of troubleshooting and doing Factory Restores, and probably another 10 hours of Support Chat, Phone Calls, Unanswered Emails . . . this is it.

David

:)

 

Really bad support

Hey there Hellfire LWD.

I'm truly sorry to hear you continue to have issues with your Xbox One. So that we can best help out can you please clarify what the issue is that you continue to experience? Thanks!

 

Really bad support

Yea I have read about this. When I cintacted xbox support. I told them that they leave people hanging and I read all about it. They said I have nothing to worry about.

All they did was delete everything from it and send it back. The third time they send me a second hand xbox back that has damage on it. But still with the same problem. It seems xbox has a problem which they dont want to recognize. They act like little children
about it.

Well Im donr e now. They promised me three times and they didn't deluver. They have crappy machines and thats that. Nothing to add. They dont want to solve my problem. So after my xbox live runs out. The xbox goes back in the box and it will never come online
again... nor my profile. Im done with this. If this us how they treat a customer that has been a loyal customer for over 10 years...

They nevermind. I feel very disappointed and its sad that all if my gaming history is with xbox...

Ill have to start over on playstation.

 

Hey there, David. I am incredibly sorry to learn that you have had a bad experience. This is not acceptable.

I went ahead and bubbled this up to the correct team to see if we can get you resolved. I hope that we can come to a resolution for this.

 

August 9 - Yesterday (August 8) I was told that I would be contacted in 24 hours (same thing I was told on August 7). No contact today (not surprised as I don't think Escalations works weekends, but not sure).

Thanks Misses Quinzel, this is what I was hoping would happen. Contacting Support several times, and no email replies from Escalations or Advocacy left me feeling like the only other option was to address this publicly. Hopefully Microsoft Xbox Support
will get my issue taken care of so I can shut up as I don't think they want me to add to this thread daily with my continued disappointments.

The biggest issue I have is my family. I have a 2 year old that watches Curious George on Amazon Instant, and a 10 year old that plays his games. Imagine what my 10 year old is going through without the Xbox One for over a month during summer vacation.
I have also had to get a standalone Blu-Ray player (the Xbox One console was the only one in the house).

Needless to say I am strongly considering purchasing another gaming console (not an Xbox One).

David