Brand new Xbox Series X broken.

You read right, I finally got my hands on the elusive Xbox Series X! (If you are struggling to get it I highly recommend following a drop bot on twitter, they tweet a link whenever the Series X/S is restocked) However, when I finally got my Series X I was crushed to find out it just wouldn't turn on. The point of this post is mainly to help those who also receive a faulty console and what they need to do, and to gripe about the support system Microsoft has to maybe inspire a change. Should this happen to you waste no time at all, the time on the warranty is ticking. I ended up calling Xbox Support and this is where everything went down hill. I tell the support person the problem and he says let me go and ask someone about it. After nearly 30 minutes of waiting he comes back and says unplug it and plug it back in. I'm not upset at the advice I'm upset with the time it took to generate this solution. I had already tried it but tried again and it didn't work. He then runs me through the process of getting the problem situated. I had bought my Series X from Best Buy. The first thing I was told to do was check with Best Buy to see if they could replace it. Best Buy wont replace only refund. So I have to go the route of shipping it to Microsoft and have them repair it.(This was after another hour long phone call with support).

I am emailed a shipping label and told Microsoft will cover the shipping fees; however, I have to drive it to a UPS which is closed on Sundays and the store closes at 6:30. I typically get off work at 6:00 so yesterday I got off early just to get this done. When I arrive the UPS workers notify me that only the shipping is paid for and not the packaging. Note the people on support informed me multiple times not to ship it in the original Series X box, so I didn't. I had to pay for packaging because the only spare box I have laying around is a pizza box, I find it extremely hard to believe that most people have a Series X sized box just laying around their house. I tell the UPS guys that the package is fragile and all that and the full packaging price comes out to be $22 including all the material to protect the Xbox and Print the shipping label (I don't own a printer). After this annoying process I call Microsoft support again to see if I can get compensated for this. The guy I talk to says he has no idea so I ask to speak to a manager. He says no problem and to hold while I go get him. An hour and a half later the phone line disconnects and I never spoke to a manager.

Finally I speak to someone who can answer the question and he says that any compensation won't happen until I receive a working Xbox, but also says packaging will not be reimbursed because I could choose the packaging. This makes no sense because regardless of if I can choose the box the material still costs money. So long story short, at the moment I am paying $22 because Microsoft sent me something that was broken. I would have never had to go through this painful process if I never received a broken Xbox. Because I did however, I am now paying $22 to get something fixed that I never broke.

In conclusion here's how I feel. I understand being sent a broken Xbox, mistakes happen and that doesn't bother me too much. But literally having to pay for someone's mistake, that is bs. I understand the support was trying to help and I was polite to them, but thirty minutes to tell me to unplug it and plug it back in, ridiculous. Finally the man who put my on an hour and a half hold just for the line to eventually cut, awful. I loved my Xbox one and love Xbox in general, but this experience has more or less changed my mind. Depending on what happens after receiving the repaired Xbox, I don't know if I will keep it. I might return it and try out another console. I shouldn't have to spend 10 hours of my time and 22 dollars of my money to fix your mistake.

:)