complaint against [Mod Removed]. Escalation Analyst Global Escalation Support

Hello my name is [MOD REMOVED].

This complaint surrounds the exchange of a faulty xboxone and the way it is being handled by
[Mod Removed]. Escalation Analyst
Global Escalation Support.

I purchased an xboxone in December 2013. The disc drive went faulty in June 2014. I reported this through the proper channels. The xbox console was returned to the service center.. i was told by online microsoft support
and over the telephone ( 0800 587 1102) that i would receive a BRAND NEW CONSOLE.

The console arrived at my home, a refurbished one, all the top was scratched. I telephoned the support team and informed them that i was clearly told that i would receive a BRAND NEW CONSOLE . They said the issue had to be
resolved by the escalation team.

I received a e-mail from
[Mod Removed]. Escalation Analyst
Global Escalation Support.:

Dear Paul,

My name is [Mod Removed] with Xbox Global Escalation Support.
I'm very sorry to hear that your repaired console returned to you scratched.
I can completely understand any frustration that has been caused.
Unfortunately, in order to resolve your issues, another repair order will need to be created.
If you wish to create another repair order for your console, I will gladly contact our Service Center to exchange your console rather than repair it.
Please reply to my email if you would like to proceed with another repair order.

I'm sorry for any misinformation you have received.
Our Service Centers are not stocked with brand new consoles.
Our Service Center exchanges consoles that are Microsoft Certified and refurbished.


If you have any questions or I can help further, please reply to my email, and I'll be happy to assist you.

Hope you have a good day.

Sincerely,

[Mod Removed].
Escalation Analyst
Global Escalation Support
Friday - Tuesday: 9:00 AM - 5:30PM CST

Clearly this is contradictory to the Microsoft Warranty which states:


b) If Microsoft determines that the Xbox One or Accessory malfunctioned during the Warranty Period under Normal Use Conditions, Microsoft will (at its option) repair or replace it, or refund the purchase price to You, unless
a mandatory provision of any local law applicable to You provides otherwise. Repair may use new or refurbished parts. Replacement may be with a new or refurbished unit.



Clearly a brand new console can be sent as a replacement. This has also been confirmed by three online support staff, which i have the evidence.

My issue here is that i want a BRAND NEW CONSOLE in replacement for the faulty console. The faulty disc drive has been acknowledged by Microsoft on a number of xboxone's. As i purchased a BRAND NEW XBOXONE i expect a BRAND
NEW XBOX as replacement as the issue causing the fault is/was down to Microsoft.


There is no reason whatsoever why Microsoft should not send me a BRAND NEW XBOXONE and thier own warranty confirms this.

[Mod Removed] Escalation Analyst
Global Escalation Support.: and the online support team clearly have different policies. I would tend to believe four independent online advisers and a telephone support
agent.

All i want is a BRAND NEW xboxone in replacement for the faulty one, not a refurbished second hand item.


I have been informed that Microsoft will get this posting and take up the issue.

Please contact me at [MOD REMOVED]


It may be a good idea to have an official complaints procedure.


[MOD REMOVED]

:)

 

Lego the Hobbit DLC codes not working

This is the email I received from the escalation department. Basically saying we know there is a problem but we don't want to do anything to fix it. Since this will fix itself with no effort on their part, they will not do anything. Typical Microsoft.

Service Request: [Mod Removed]

Hi Lee,

My name is Tierra with Xbox Global Escalation Support. I am sorry to hear about your issue with Lego Horbit downloadable content (DLC) and will be happy to help. Let's go over the next steps for getting this issue resolved.

When looking into this more, I was able to confirm that your codes are valid. However, the codes are not available at this time to be redeemed until 5/13/2014. I suggest holding the codes for a couple more weeks and then redeeming them to your account.

I sincerely apologize for any inconvenience this may have caused you. If you happen to have any concerns regarding this issue, please respond directly to this email and I will be happy to help. I want you to know that it was a pleasure working with you.
Thanks again for your continued support of Xbox!

Sincerely,

Tierra

Escalation Analyst

Global Escalation Support

© 2014 Microsoft Corporation. All Rights

 

Achievements pop up in the wrong language

contacted support again, got transferred to global escalation support

they gave up gonna get transferred to another department and I've been waiting on an email from them since thursday

 

Hey there

I understand your frustration. Though you did receive what it says in the warranty outline, which is a refurbished console. I too would be a little annoyed if I purchased a brand new console and only got a refurbished one as a replacement but taking a step
back to look at the bigger picture, when your console became faulty it was 6 months after you purchased it. I guess what I am trying to say is that your console wasn't exactly 'brand new' when it broke. So maybe that factors into why you are not getting a
brand new one in exchange.

Aside from that, I am not completely sure what you are getting at. Are you wanting to issue a complaint? Or are you wanting a brand new console? I don't think anyone here can help you with that seeing as you have already received a replacement console that
falls within the boundaries of warranty outlines.

I hope this helps.

Many thanks,

Cloud

 

I had a problem with getting the black screen. I purchased mine in Jan. 2014 and the problem started in late June. I sent it in for repairs but crossed my fingers I'd get a new one. I didn't expect one so I see you point Cloud. It just so happened a week
later the same problem with the black screen happened again (Damn it). This time I requested a new one but they cant. Apparently they only do repairs or send back refurbished devices. I think thats fair, but if it happens again I think I would want a new
one.