Charged 17 times for a power supply replacement by Microsoft and no refund in sight!!

Francisco Valenzuela · Aug 20, 2014

I write this post in the fading hope that someone from Microsoft really thinks on customer needs and decides to help.

My story began last Sunday (August 16th), when I ordered a power supply replacement for my new Xbox one.

I registered my xbox one on service.xbox.com and proceeded to order a power supply replacement for my console. At the end of the process I got a 37 EUR charge for the process (I had to mail my power supply to get a replacement), so I went ahead and introduced
my credit card details, to initiate the process. Little I knew about what was about to befall me!

A couple days later, I went to check my bank account and I noticed that some unexpected charges with the name "POS Microsoft/Xb 16" were appearing suddenly on my statement.

I got scared at this point, and I called my credit card company at once to inquire about the matter. They confirmed that 17!! charges of 37 EUR were debited to my account, and they recommended me to cancel my credit card immediately to avoid them to continue
charging me. I did so, and they recommended me to get in contact with Microsoft to ask for a refund, because due to these charges my account was in red, and I was due some bills by the end of the week.

I did so at once, and after 2 hours of explaining my problem, they concluded that they didn´t have a record of them charging me for anything, and more so, there was no record of me ordering a part replacement. My SR part order didn´t appear on their system,
and when I went to check in my profile, no such order existed either. Good thing I saved the invoice!

A customer service representative, agreed to escalate the case to the Microsoft Advocacy Team with number
1258873750, assuring me that in 3 business days maximum I would obtain a refund of those unauthorized charges, and that I should not worry, as they will treat my case with the highest priority.

As of today, I don´t have a single answer from Microsoft, and everytime I call I only get the usual "they are working on it", and the usual copy/paste response:

We do apologize for the inconvenience, Don't worry I can see here that is currently worked on and as soon as they can find a definite and permanent resolution they will contact you. As soon as they contact you, you may coordinate with them directly.
What I and my team can do is to create a follow up request that is tagged as high priority. We will also state that they should go for the permanent resolution which I believe they already know. Also I believe that the reason for the delay is because our Advocacy
Team is trained never to sacrifice the quality of their work for time. Rest assured the amount of time they are taking in helping you in this one is directly proportional to their intent to have a permanent resolution.

This is without any doubt, the worst customer service experience I´ve ever suffered, and at this point, my only option seems to be to contact my bank again and try to get those charges rejected and pushed back as unauthorized.

Not only I have to contact them every time I want any info, but so far, I haven´t got a single email or call regarding this issue, that at this point I can only call theft.

In good conscience, I cannot recommend anyone doing business with Microsoft, and I would urge everyone to think it twice before buying any product from them.

:)

armedandnerdy · Aug 20, 2014

My Xbox One just had a manic seizure

my power supply failed the day after I bought it. Microsoft told me it could be a few weeks for replacement... so I brought the xbone back to costco and they refunded me, and I bought a new one. Dealing with microsoft sux. If you can return it.. do it!!

KymerVP · Aug 20, 2014

Power supply bad; won't turn on. Reset... bad power brick

Power supply is bad.

Diagnosed....Need new power supply cord.

Please give phone # for Microsoft OEM replacement power supply brick.

onyxishere · Aug 21, 2014

Sorry to hear it. Unfortunately you'll need to keep dealing with phone support as this is a billing issue that only they can deal with.

However, you can now use that service number they provided and their claim that you never ordered anything to get those charges reversed at your bank's side.

onyxishere

Sorry to hear it. Unfortunately you'll need to keep dealing with phone support as this is a billing issue that only they can deal with.

However, you can now use that service number they provided and their claim that you never ordered anything to get those charges reversed at your bank's side.

AquarrzSudnnym

This Support about power supply has quote "
Power supply and cord

The original Xbox One comes with an external fan-assisted power supply that measures 6.69 x 1.88 x 2.96 inches (about 17 x 4.8 x 7.5 cm). The size is the same in the 100-110V, 220-240V, and 100-240V versions.

Important

Microsoft does not license any non-Microsoft accessories that plug into the Xbox One power socket. Using any accessory other than the standard Xbox One power supply may damage your Xbox and void your warranty.

Xbox power supplies should be used only in the regions where they’re sold new. Don't use a power supply built for a region whose power requirements differ from where you are.
Don't use an unlicensed accessory, such as a non-Microsoft replacement power supply, or any accessory that plugs in-between your Xbox and its power supply.
The Xbox power supply contains a fuse to help protect your console from power surges and excessive voltage. This fuse can’t be replaced. " unquote

HassanB

Hi,

What is the color on the power supply when the console is turned off? (It should be orange), when the console is turned on? (It should be green). If these are not the colors you are seeing then please make sure you are directly connecting the power supply into
a power outlet and not a power strip. If that doesn't work, try another power outlet.

If that doesn't work then that means you'll need to order a replacement power supply from the Microsoft repair site located
here. If your console is under warranty it would be a free exchange, if not it's a $35 charge for a new power supply.

scoobydoo901

so how much would xbox charge me to get a replacement power supply i know it like 35 to 50 is there tax on it.

Obsessive Power

Hi,

Power Cell? Do you mean the power brick, as in the external power supply? There is no 'power cell' in the Xbox 360 consoles.

Microsoft no longer make or support Xbox 360 console power supplies. If you believe your power supply is failing you'll need to replace it. Unfortunately Microsoft no longer sells these, but there are plenty of places you can source a replacement.

I doubt you'll find a 'new Xbox 360E'.

Charged 17 times for a power supply replacement by Microsoft and no refund in sight!!