Change to Advanced Exchange Program

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?

:)

 

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?

 

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

 

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.