bad service on pre-orders

kevskye · Nov 14, 2019

on the 3th of November I pre-ordered the elite series 2 controller. I was given a delivery date of the 5th. the fifth came and went. no controller. I was checking the ups tracking and noticed the control had been sent from the uk to Germany and then Poland.
strange when I am in Scotland. I kept tracking and it didn't move. I contacted ms customer services on Thursday the 7th. after twenty minutes they linked me into a call with ups who promised me the controller would be with me the following day. well Friday
came and went. still no controller, Saturday....nope. Sunday called again and escalated and was told somebody would contact me in regards to the issue.

Tuesday came still nobody has contacted me. so I contacted Microsoft again to be told it will be arriving on the 15th. so I told the person on the phone how disappointed I am with the service and I should have gone to a to a retailer instead. I asked for
somewhere to complain and was given this site AKA./EU-ODR I went to the site clicked on the relevant link and wouldn't you know it, Broken.

I the past I have had the xbox, the 360. the x-one day one, the x-one-x day one spent hundreds on digital game. all I ask as a customer and a professional from the retail industry is an email address to make my concerns heard and not have to air them in
public like this.

absolutely disgusting way to de treated for a long term customer and I know I'm not the only one.

:)

kevskye

That is true, but the contract is with Microsoft. It is them that pick the carrier and them that pay them for a quick service. This is all part of the customer service you are supposed to get. For a packed to get 1300 miles in the wrong direction is ludicrous
enough to make you laugh 😂

ThisGameIsSucky

Shipping issues are very unfortunate and they happen frequently here in the States too. The best thing you can do is be as patient as possible. If tracking on your package is still live, then you will get it hopefully soon, if not eventually. Keep an eye
on the tracking for the shipping and keep trying to contact the Microsoft Store customer service, but try not to get mad. I know its a lot of money spent and it can be frustrated to not get a package you paid for when it was supposed to come, but Microsoft
can't do much about the postal service where you live. Like I said, keep an eye on that tracking and try not to get worked up, when it says its delivered and its not there instead of in-transit... is when you should start trying to reach out for a refund.

THANOS OPRESSOR

A pity to have gone through this, I know that the anxiety to receive control is huge and ms should have given you the floor and fulfilled, I hope you can resolve and enjoy the most of your control without any hassle.

TheLineDivides

Microsoft/Xbox doesn't have a hold of the ETA for all the logistics companies. This would really depend on the courier's end. I believe MS has already done its part by providing you the item, its just that there are factors that might contribute to the delay
of the shipment. In the future, I would suggest to choose your own courier to speed things up.

If MS/Xbox owns a logistics firm that handles your case then that's a different story.

It really pays to wait. It's not a life and death situation.

XBF Amber M

Hi kevskye,

Thanks for reaching out to us in the Xbox Forums about this situation. As our Ambassador has previously stated, when it comes to the shipment of any pre-ordered physical items, beyond sending the item out, it would be up to the mail carrier or shipment
service. For further information regarding shipment options, costs & delivery times for your region, I recommend our support article entitled Shipping
options, costs, and delivery times.

Should you wish to request a refund for your pre-order, then I would additionally recommend

contacting Microsoft Store Support directly so that they may further assist you as we here on the forums lack the necessary tools to help directly with any orders from the MS Store or for account issues. Once you contact them and explain what has happened,
they should be able to assist you with anything that you need.

I hope that this information helps you out!

Let us know if you have any further questions.

bad service on pre-orders