Called Microsoft support 6 times now still no resolution please help!

I’m posting here because I’ve been through a nightmare over about 2 months now.I’ve already contacted Microsoft support 6 times now and have came here as a last resort.The basics of my case are I ordered an Xbox controller and accidentally entered the wrong shipping address and after contacting Microsoft and going through a couple conference calls between them and Fed Ex,it was decided that the best solution was for me to request my package be held for pickup.However I was never able to request the package to be held due to problems with it being delayed in Fed Ex’s system,and after 3 days of delays I called Fed Ex again and was told my package was lost and that I’d need to contact Microsoft for a refund.Since then I’ve spoken to 3 different people at Microsoft,one of which was very rude and had issues understanding what I was trying to explain.But all 3 calls were escalated,and on the last 2 calls I was told each time that I’d receive a response back in 24-48 hours but have yet to receive anything yet.I know that over 7 calls and close to 2 months now that things have gotten complicated and so I want to provide a timeline with as much info and dates as possible.

-On either May 9th or 10th I placed the order for the controller.I say the 9th or 10th because I remember it as the 9th but the order confirmation email I received was on May 9th at 11:44 pm but the email says “Thanks for shopping with us on May 10th”

-On May 12th I received the email notifying me my order had been shipped and that’s when I noticed I had forgot to update my address.I moved in the last 6 months and haven’t made a purchase from Microsoft since the move,and forgot to update my info before placing the order.Also where I moved from is only about a mile away from my present address and on the same street so it was an easy oversight.And so I made my first call to Microsoft support on the same day May 12th.I called and explained the situation and was put on hold while the representative contacted Fed Ex.Well somehow the Microsoft rep. had gotten disconnected while I was on hold and I was left with the Fed Ex representative.But they explained to me that they and the Microsoft representative had came to the solution that Microsoft was just going to refund me and I’d have to call them back for a refund and then just place another order.

-On May 13th I called Microsoft support again and explained what had happened the previous day.I was put on hold once again while the representative called Fed Ex and when they returned they told me that they had came to the solution that I would just need to go to Fed Ex’s website and request that the package be held for pickup at my local Fed Ex location.

-On May 14th I tried to request the package hold but received the message “There are no available options for this package at this time” and so I figured I would just try again the next day.

-On May 15th when I tried to request the package hold a second time I received the same message as the day before.But I noticed that the package’s status had been changed and that it was now “delayed” so I figured maybe that’s why I can’t request a hold right now.

-On May 16th the package’s status had changed again and it now said that the delivery had been rescheduled for a new date,although I can’t remember what the new date was.But I also still couldn’t request for the package to be held.

-On May 17th when I checked,the package’s status had been changed to “delayed” again and it still hadn’t moved from it’s location in Lexington,Ky.I also still couldn’t request the package to be held and so I became frustrated and called Fed Ex’s support.Once on the line with a representative,I was asked the tracking number,and once they had it pulled up the representative told me very promptly that they had lost my package and that I’d have to contact Microsoft for a refund.And before I could even get a word out,I was hung up on.

-And so on May 18th I tried calling Microsoft support once again,using the same phone number I had contacted support before with,but for some reason no matter how many different ways I tried to tell the automated agent that I needed to talk with an actual person about a refund it would not connect me to anybody.It kept telling me that for refunds I just needed to go online and request the refund.I tried calling back a few times once I thought of other ideas on how to get it to connect me to an actual human,but from then on it would pick up and I’d only get silence for about 2 seconds and then it would just hang up on me.

-At this point I’m really getting frustrated with the situation and willing to try anything,and so on May 18th I went online and tried to just request a refund that way,like I was advised by the automated representative.Well I pull up my order and request the refund,and it tells me to print out a return label and ship the controller back and then I’ll get my refund.The only problem with that is I never got the controller!

-And like I mentioned I was willing to try anything at this point,so on May 19th I printed out the return label and also printed out a note fully explaining my situation.I placed the note in a box and sent it off hoping someone at the return center would read it and be able to provide some help.I also put multiple ways of contacting me,including my phone number.

-On May 20th I dropped off the return at UPS and it had a scheduled delivery date of May 25th.

-On May 25th I kept checking the return tracking info to make sure it was delivered.It eventually did get delivered and so I figured I’d give it 24 hours to see if the return and my refund would get processed.

-May 26th was a Friday and then May 27th-29th was the Memorial Day holiday and so Microsoft support was closed.

-On May 30th I called Microsoft support and once again explained the whole situation up to that point.I was told that the case would have to be escalated to the escalation team and that they would make the decision.I was told to wait 24-48 hours and that I’d receive a call from the escalation team letting me know what had been decided.

-48 hours passed and I still hadn’t been contacted and so I decided to check my email and seen I had received something from the escalation team on May 31st.They told me that since it had been over 2 weeks they couldn’t submit a lost package investigation with Fed Ex and that I’d need to contact my local police department and file a police report saying that my package had been stolen or lost and then I would need to go to my bank and request a chargeback on the purchase.Apparently though they didn’t pay much attention to my case because if they had they would’ve noticed that the majority of my purchase was made using my Microsoft account balance.The total of the order was $49.25 and out of that $40.17 was from my Microsoft account balance and only $9.09 was paid using my bank.

-At this point I was fairly sure that what I had been told by the escalation team wasn’t going to work because I would only be able to request a chargeback for the amount of $9.09 which is what was charged from my bank account.And so before I called Microsoft support back I actually came here to this forum and made a post explaining what had happened.I was responded to and told that I was indeed correct about my situation and that I would need to call support back and explain that the majority of my purchase had been made using my account balance.

-So on June 1st I called Microsoft support again.This is where I encountered the rude representative.I explained what was going on and was put on hold while she said she was relaying the info to the escalation team.When she came back she wanted to know why I had waited until May 30th to call about my case.I explained to her that I had called a few times before that and tried to walk her through the date of events so far but she seemed to either be not listening or not comprehending several of the details I was telling her,and would frequently interrupt me to try to disprove me.She eventually realized a rough outline of what I was telling her though and put me on hold once again to relay the info to the escalation team.She came back and said they wanted to see proof that I had contacted support before May 30th.And so I told her I had an email from Microsoft support on May 14th informing me my case was being closed from where I had contacted them on May 12th & 13th and they had contacted Fed Ex and ultimately came to the solution that I would just need to request the package be held.I also told her I had the email from me requesting the manual return on May 18th and even still had the receipt from UPS when I shipped the return back on May 20th.I was put on hold again while she talked to the escalation team and when she came back she wanted me to provide a screenshot of the return I requested on May 18th,which I did,and then she changed her mind and told me I’d need to provide the earliest contact I had from Microsoft.So I provided her with the email I received on May 14th notifying me my case had been closed,which was the first email I had about the situation.I was told once again to wait 24-48 hours and that I’d get an email from the escalation team.This was on a Thursday so by the time 48 hours had passed in business day time it was Monday.And after dealing with this for this long I hope it would be understood that life happens and that on top of working and then having to come home and sit on the phone for sometimes over an hour trying to get this resolved,that eventually other things tend to build up when I’ve had to dedicate as much time to this as I have.

-And so by the time the 48 hours had passed it was Monday June 5th and I had other things I needed to get done so I didn’t get the chance to call back until that Thursday June 8th.But when I called back on June 8th I talked to a wonderful representative.She was very understanding and sympathetic to the trouble I’ve been through so far and after explaining everything,she was able to not only keep up with the mess of a situation I was explaining,but she said she was also able to see where I had originally called on May 12th and even brought up the reference number from the original case before I even offered it to her.But she took down a summary of the timeline of events and said she was able to provide proof to the escalation team that I had contacted support as early as May 12th and that she would forward it to the escalation team and that she felt so sorry that it’s taken this long to resolve this issue that she would personally call me back with the result of the escalation team’s decision.She said that it’d be another 24-48 hour wait though and to give it 72 hours just incase.I felt really good after this call though and thought for sure it would get resolved.

-And that last call to Microsoft support was on Thursday June 8th,so by the time 72 hours business days passed it was June 14th and since then I’ve been busy and have just gotten the time to type all of this out so that I can make a last attempt at getting this resolved.Which by the way has taken me the last 2 days of free time after work just to get all this info together and typed out.

Also I just want to state a few things about the situation while I’m here.First off I’m not even picky about how this is resolved.I’ve went along with the idea of a refund because that’s what is brought up by the representative every time,therefore I figured that must be the easiest solution for Microsoft.It doesn’t matter to me though and if I had my choice I’d personally rather just be sent a replacement controller so I don’t have to go through ordering another.I ordered a red controller but at this point the color doesn’t even matter and I’d be happy to receive a plain black one.I’m also open to being sent a code for a $50 Xbox card which is only 75 cents more than I spent.Which honestly one of the reasons I’m being so vigilant about this is the $40.17 that came from my balance is what was left from a $50 Xbox card my girlfriend got me for my birthday earlier this year.My girlfriend also used to be a Microsoft support representative years ago,so every time she comes over and sees me still playing with the broken controller she asks why I still haven’t received the new controller.And you can imagine the shock she’s in every time I explain to her what I’ve been through.We’ve both been Xbox customers for at least 15+ years now and we actually met on Xbox Live.The first Xbox I owned was the original,I haven’t owned a Playstation since the PS2,and every time I’m asked my opinion on which is better,I always answer Xbox.Partly because I don’t like Sony as a company,but mainly because I’ve always believed Microsoft and Xbox to be the superior company/console.However though I’ve never had to go through as much trouble as I have with this issue from any company ever,much less companies as big as Microsoft and Fed Ex.The main issue here lies on Fed Ex if anyone is to blame though.How they only keep info in their system for 2 weeks makes no sense.And if a package is lost like mine was,do they not take note and open an investigation themselves into what happened?How do they know if their employees are stealing?But I really don’t care because at this point for me it’s the principal of the matter.I paid $49.25 for a controller,which $40.17 of it was a birthday gift and I never received a thing.I did forget to change the address but it shouldn’t be that big of an issue for a shipping company as big as Fed Ex who ultimately lost my package anyway.If there’s any info needed from me please just ask and I’ll be happy to provide my order number,my support case reference numbers or screenshots of anything mentioned in this post.Just please someone restore my faith in this company!

:)