Beschwerde zu Reparatur [Translation-Complaint to repair]

Hi Markus,

I'm sorry to hear about this issue regarding a controller service request.

I suggest checking your emails for the service request or contact customer support again with your service request number to investigate what happened with the order.

https://support.xbox.com/contact-us

Hi Markus! Je nachdem an welchen Support-Mitarbeiter du gerätst, kann es leider schonmal vorkommen dass einer seinen Job nicht zu 100% richtig erfüllt. Kann mich Diegos Empfehlung daher nur anschließen, dass du es am besten nochmal probierst (höre immer
mal wieder von Fällen wo Leute sagen dass sie nach 2-3 Versuchen irgendwann einen Mitarbeiter erreicht haben, der bereit war zu helfen - hier hilft es vielleicht auch den Wunsch zu äußern, an einen Vorgesetzten weitergeleitet zu werden).

Hi, thanks for your answer.

But the support cannot help me!

They said yesterday that i should have read the terms and conditions.........i read them again and again and do not find anything that it is not allowed to send it with normal postpartner.

So it is my fault and no money back or any voucher!

Thats not acceptable.

So i need a responsible higher than normal support?

Maybe i will involve my legal expenses insurance next week.

Br Markus

Thank you for contacting Microsoft Support. I am Richard Vincent G. How can I help you today?
8:34 am

Richard Vincent G
Please be aware that if you switch apps or change focus to another window while working with us, you may get disconnected from your chat session. To ensure the best support experience, please stay active in this chat window.
8:34 am

Richard Vincent G
If for some reason we get cut-off, please click on this rejoin link:
8:34 am

Richard Vincent G
https://partner.support.services.mi...ity=false&mode=live&partnerId=xbox&theme=xbox
8:34 am

Richard Vincent G
and provide me your best contact email. As much as possible, I want to make sure all your concerns are resolved on your first contact.
8:34 am

Richard Vincent G
I do hope you are doing well out there today, How may I assist you?
8:34 am

Me
Good morning,

8:34 am

Me
in german or english?

8:34 am

Richard Vincent G
I only speak English good day! How can I assist you?
8:35 am

Me
i sent my controller not via UPS to Microsoft Germany

and 5 weeks later i get the controller back from post.at cause Microsoft has not accepted the parcel

8:36 am

Me
costed me 20,0 Euro

8:36 am

Richard Vincent G
Oh, I am sorry about that. I appreciate taking your time in contacting about this. No worries we can definitely look at what's going on. Rest assured I will assist you regarding this we will work together on this one for you.
8:36 am

Richard Vincent G
If I got you correctly you want to get a refund for the charged?
8:36 am

Me
yes, or a voucher/coupon or anything

8:37 am

Richard Vincent G
Thank you.

8:37 am

Richard Vincent G
May I know who do I have the pleasure of chatting with today? I might sound rude without addressing you properly.
8:37 am

Richard Vincent G
For your security and protection, chat support has limited access to your information and we do not ask for your information over our chat services. Please do not volunteer sensitive account information.
8:37 am

Richard Vincent G
In order to best assist you with this issue, I’ve sent you code via the email address or phone number on your Microsoft Account. Once you receive this code, post it here in our chat session.
8:37 am

Me
ok

8:38 am

Me
xxxx

8:38 am

Richard Vincent G
Thank you.

8:38 am

Richard Vincent G
I will provide you the steps for the refund request may I also provide you free games for a valued customer like you?
8:39 am

Me
yes, anything is welcome, also extension of xbox live or so

8:39 am

Richard Vincent G

Clicker Heroes

https://www.microsoft.com/en-us/p/clicker-heroes/c5cz41lm1dlm#activetab=pivot:overviewtab

Dungeon Defenders II

https://www.microsoft.com/en-us/p/dungeon-defenders-ii/bzfb1f31614j#activetab=pivot:overviewtab

Fortnite Battle Royale

https://www.microsoft.com/en-us/p/fortnite-battle-royale/bt5p2x999vh2#activetab=pivot:overviewtab

Xbox 360 Games and DLCs

Aegis Wing ( US and Canada only)

https://www.microsoft.com/en-us/p/aegis-wing/bwhxzbv41qs1#activetab=pivot:overviewtab

Defiance

https://marketplace.xbox.com/en-US/Product/Defiance/66acd000-77fe-1000-9115-d802545907d1

Doritos Crash Course

https://marketplace.xbox.com/en-US/Product/Doritos-Crash-Course/66acd000-77fe-1000-9115-d80258410a71

Avatar Items:

Honda Helpful Avatar Male Outfit

http://marketplace.xbox.com/en-US/P...e-Outfit/00000038-9a3b-62b1-c479-735c354e0881

Helpful Honda Avatar Female Outfit

http://marketplace.xbox.com/en-us/P...e-Outfit/00000038-5ebe-c222-cefb-96dc354e0881

A KING'S TALE: FINAL FANTASY XV

https://www.microsoft.com/en-us/p/a-kings-tale-final-fantasy-xv/bw0d9lh9gg6d

Korgan

https://www.microsoft.com/en-us/p/korgan/bs4r9gltjbrl

Gems of War

https://www.microsoft.com/en-us/p/gems-of-war/bqzkfwszx483

King's Quest™

https://www.microsoft.com/en-us/p/kings-quest/brmflrv79c3h

Path of Exile

https://www.microsoft.com/en-us/p/path-of-exile/bwc95bzpfbs7

Skyforge

https://www.microsoft.com/en-us/p/skyforge/bpt4j5tl5b4z

TERA

https://www.microsoft.com/en-us/p/tera/bs70zcl9nz9n

Dungeon Defenders II

https://www.microsoft.com/en-us/p/dungeon-defenders-ii/bzfb1f31614j

Hand of god

https://www.microsoft.com/en-us/p/hand-of-the-gods/bx522x3vlgrt

Gigantic

https://www.microsoft.com/en-us/p/gigantic/bnzn0x4r6tmr

8:40 am

Richard Vincent G
We appreciate that you have contacted us about this case. Just a heads up, refunds are now being handled by a different team to make it more easier for the customer’s side to request for it. All refund requests with Xbox concerns should be requested on
our online WebForm. You can access this using a different tab on your browser so we won’t get disconnected: https://support.xbox.com/en-US/forms/request-refund
8:42 am

Richard Vincent G
Since we have an update that could surely resolve your request by going through our online WebForm for all Refund requests. You can go to this link : https://support.xbox.com/en-US/forms/request-refund .
Before you go, make sure to sign into the account with the purchase and have the order number/s. Order numbers can be found by accessing your purchase history on your Microsoft account at https://account.microsoft.com/billing/orders.
8:43 am

Richard Vincent G
Our dedicated team is ready to assist you! Just make sure to fill up the form and you will be receiving an update for the request made after 48 hours. It’s a different team that handles refund and that when they email you for the updates you can also
reply back to that same email for more inquiries.

8:43 am

Me
link ist not working: https://support.xbox.com/en-US/forms/request-refund

8:44 am

Richard Vincent G
Thank you. One moment please let me double check on this one.
8:45 am

Me
the listed games are not my type of games

8:46 am

Me
but thanks for the suggestion

8:46 am

Richard Vincent G
Thank you for waiting when did you pay the 20 Euros for the controller?

8:48 am

Me
Thursday, i got an information from my postman that i have to pay 20,0 Euro cause the receiver (MS) has not accepted the parcel

8:49 am

Me
i have the bill here

8:49 am

Richard Vincent G
Please disregard the information about the refund webform I need to verify this request further.

8:49 am

Me
ok

8:49 am

Richard Vincent G
I'm sorry to hear that one that we were unable to accept parcel. Do you have a repair or replacement number for the controller?
8:52 am

Me
1448104621

8:53 am

Richard Vincent G
Thank you.

8:54 am

Richard Vincent G
Let me check further details on this order number.
8:54 am

Richard Vincent G
Please bear with me for 2-3 minutes while we check our options for the refund request Thank you.

8:56 am

Me
ok, thanks

8:56 am

Richard Vincent G
Thank you for waiting I apologies for the delay.

8:57 am

Richard Vincent G
Upon checking on my tools are resources I do apologies for the inconvenience that the option for the refund for the payment you made through the postman is unavailable as of this time. I tried to check and exhausted all possible way we can get the funds
however is unavailable.
9:00 am

Richard Vincent G
Would there be anything else I can assist?

9:01 am

Me
no, but i am not sure if a understand your info before.......do you check anything else now?

9:02 am

Richard Vincent G
I have already check all our options that is available for the refund request however the option to get the funds back is unavailable.

9:03 am

Me
ok, but what can i do now?

9:04 am

Richard Vincent G
I'm sincerely sorry for it.
9:04 am

Richard Vincent G
Since you already paid for the postman to get the controller back coming for your own pocket. To avoid future incidents like this please confirm with our support team if there is any charges or will it be covered by the warranty prior in getting back
the device.
9:08 am

Richard Vincent G
Again I'm sincerely sorry that the option to get the funds back is unavailable.
9:09 am

Me
when i do not pay the money, the controller will maybe go into property auf post.at?!?!?

9:09 am

Me
how can i get in contact with a superior/boss?

9:10 am

Me
thanks for trying to help me, but this is not really acceptable and i will stay in contact with anybody about this issue

9:10 am

Richard Vincent G
I know that you are not aware about this charge prior to the creation of the repair ticket. You might want to discuss other option with the post man to get the device back since you have sent it already.

9:13 am

Richard Vincent G
I understand you want to speak with a superior I reach this concerned to my superior earlier and he also informed me that you will be getting the same advice that the option for refund is unavailable.
9:14 am

Me
talking with post.at will be same funny as talking with MS

the parcel was on road for about 5 weeks..........and it is spammed with 100 of stickers

they will be payed for this

9:14 am

Me
ok, i have an "legal costs insurance" ...... is it really on MS mind that i will do it this way?

9:16 am

Me
but we have not to talk further anymore.

you can not help me now

i copied the chat with you and i will think about next steps to do

9:17 am

Me
thanks again for trying to help me

9:17 am

Me
bye

9:18 am

Richard Vincent G
Just a quick recap you reach us in getting a refund for the controller however to option for refund is unavailable. Thank you again for your time.

For a refund you will have to fill out the form located at the following link.
https://support.xbox.com/en-US/forms/request-refund