Change to Advanced Exchange Program

SpeedGolfer · Apr 27, 2014

I bought my Xbox One in December last year. This past February, my kinect quit working. I contacted support and successfully received a replacement using the Advanced Exchange Program. XB sent me a new one as long as I secured it with my credit card and
wouldn't be charged as long as they received my original one. Once I received the new one, I packed my old one in the box that I received my new on in and place the prepaid shipping label on it and returned it with no problems.

Well, today my 2nd kinect stopped working today and I tried to use the same program. Here is what transpired as I contacted support. First, I tried to go online to set up the exchange, but didn't see the option to have one sent. I then contacted support
through chat. They informed me that the option was not available online, but I could do it by calling 1-800-4 myxbox. The first person I spoke to mentioned that they changed the program because too many people were abusing it. He mentioned that he was in billing
and transferred my to hardware support. I then spoke to Lisa and she told me the changed the program and I now have to pay $10 to use the program or I can send it in on my own and wait 2-4 weeks for them to repair my kinect for free. I then spoke with her
supervisor Daniel and he told me the same thing. I questioned why and he told me that previously it was a "promotion" last time. But the first guy I spoke with mentioned it changed due to abuse. I don't understand. They were very unwilling to help me beyond
their statement "that's the best I can do". I paid full price for my Xbox One and several games. I understand the being an early adopter, you risk certain things, but this is ridiculous.

First, the kinect failed while under warranty. It was replaced with a nice program. I was without my kinect for a little over a week.

Then, the 2nd kinect fails and I can't use the same program that was used before. There is a precedent here.

Third, I'm given mixed messages about why the program changed: abuse, promotion, shipping, service fee. Which is it?

Fourth, nobody is willing to help satisfy my concerns. I mean, you are going to stonewall me over $10? It's not the $10, but the precedent set and the likelihood that I'll be dealing with this with multiple kinect sensors. I paid $499 fpr the console. Now
it's being bundled for well under that and you want to penalize me?

Anybody else have this problem?

:)

Admiral TryHard · Apr 27, 2014

order in progress

I have an order in progress for the advanced exchange program because my xbox was DoA. Will the status of my order change to shipped or in transit when they actually send the exchange?

My original receipt said I should receive it in 2 business days, so that should be Monday right?

dactylstrangle · Apr 27, 2014

How to change XB ServiceOrder to Advanced Exchange Program?

HEllo, unfortunately I have to return my XB1 as it is dead but I selected the normal return Service Order without fully realising how convenient the Advanced Exchange Program is.

Now that I want to cancel this service order I am finding it impossible, the Irish MS helpline is offline until Monday and there are no options online to change this.

PLease help.

What is also really annoying is when I try to query my Service order, it has zipcode as a required field, this should not be the case for Ireland as it is not manditory on the Profile creation form and it will then not accept any format of zip code so it
will not proceed, aaargh

Donniehun · Apr 29, 2014

Hi,

The supervisor was right it was a promotion for the Advance Exchange(AE) during the initial phase of the release. AE is an expedited service which now cost $10 for Kinect. This service is a premium service hence the fee. If you wish to get your Kinect repaired
for free you can choose the standard repair, as far as I know the repair in the US should not be longer than about 2 weeks (from door-to-door or drop off point) of course the maximum is up to 28 days. That's been said the AE is a premium and as such it costs
extra. I hope this info helps you understand why you were asked to pay $10 for AE.

PS.: Console AE is cost $14.95 extra on top of the hold on the credit card.

Donniehun

Hi,

The supervisor was right it was a promotion for the Advance Exchange(AE) during the initial phase of the release. AE is an expedited service which now cost $10 for Kinect. This service is a premium service hence the fee. If you wish to get your Kinect repaired
for free you can choose the standard repair, as far as I know the repair in the US should not be longer than about 2 weeks (from door-to-door or drop off point) of course the maximum is up to 28 days. That's been said the AE is a premium and as such it costs
extra. I hope this info helps you understand why you were asked to pay $10 for AE.

PS.: Console AE is cost $14.95 extra on top of the hold on the credit card.

bigbenx88

As someone who went through the same thing, and knows someone that works there, let me lay it out for you.

When you send your component back, it gets scanned in at the service center loading dock, i.e. they scan the code on the shipping label and that tells them to shuffle it off to the "Kinect department". They will pop it open, verify the serial number and
then update the repair order. This whole process, from the point it's received on the dock and then checked in the appropriate warehouse, can take anywhere from 4-7 days.

Now the actual charge, even though they tell you 15 days, doesn't actually go through until about 30 days. MS knows that things happen and they give you a lot of leeway. The posts from others on the forums are just one side of the convo. And that 15 days
doesn't even start until you receive the new unit, so you have until 4/17 before you even get the warning email, which you'll probably never see because they'll have it checked in long before that.

And good on you remember to get your return shipping tracking number. With that in your possession you're golden. Good luck, not that you need it.

G1NGERVIT1S

I too am in a similar predicament. After hours of troubleshooting online with a representative, they deemed it was necessary for me to send the xbox one in for repair. I was kind of upset that it would take 14 days so they offered the advanced exchange option
telling me I would receive a "new" xbox one. I quickly agreed but after talking with the representative I found out that it was going to be used. After a couple of more hours online with the representative and her manager I finally caved and told them to ship
me the refurb.

Then after leaving the xbox one unplugged for over 12 hours it miraculously started working again. I called that day to cancel the service order and I was informed that the refurb was already on its way to being shipped. I was informed to send the refurb
back and I would not be charged so I declined the package from fed ex.

19 days after the console was delivered back to Redmond, WA, I recieved a $424 charge from them for the console.

At first they wanted to claim that I had received the xbox one and that I had not sent one back. After telling the guy to enter my tracking number into FedEx's website, and not use whatever system they use to track their service information, they guy was
on board with me and said that they would refund me. I was told it would take 14 days. I was very upset that their mistake had caused me to miss out on some of my vacation that I had been on out of the country (I was using the hotel receptionists phone) so
I asked to speak with a manager. They guy told me I could not speak with a manager, but after relaying to him how much of an inconvenience they have caused me he put me on hold without saying a word.

After about ten minutes on hold with no way of knowing if anyone would ever pick up the phone I again, I was finally able to speak with a manager. His reason for the charge was that the process had been broken by sending back the same console. I told him
this was unacceptable because they had the console 19 days prior to the charge, but he insisted nothing could be done.

Finally, I recieved an email telling me that the funds would be refunded but it would take up to 30 days.

Needless to say, unless I can get some help here, I am going to Playstation and Linux or Apple and I will never look back. This whole situation has made me lose my faith in Microsoft and makes me realize that have worse customer service than Comcast.

seamas11

I've had a similar problem as others in this thread. Basically I shipped back an Advanced Exchange Xbox One Console and now they're saying they still can't find it - 3 months later. So they're charging my credit card for the console. I don't have the
tracking number, but can't they just look it up from the pre-paid shipping label? Has anyone had any recourse with this problem. I know we can cancel the credit card and block the charge, but then I'm assuming Microsoft will just send this charge to collections
and our credit will get ***...

MajorIris

Please create a new thread to assist you better.

DO not revive old threads.

Change to Advanced Exchange Program