Console in repair for 56 days!

I agree, mistakes happen. The service center might have misplaced the console or something. But that mistake isn't the problem here, it's the fact that it has taken this long for anyone to even try to fix this. I've had to call support 20 times before someone
finally got back to me about it. It's such a simple problem to fix, all they had to do was call the service center and tell them to ship me a console, problem solved in 15 minutes instead of 2 months. Instead I had to resort to calling them daily, explaining
my problem over and over again and hoping that this time someone would actually fix this. They also haven't committed to refunding me yet, it just sounds like they probably will. I'll likely have to call again and again to get them to do that. This isn't the
first issue I have had with MS in the decade I have been using their consoles, so I wouldn't say I am giving up on them quickly. This is more of the final that broke the camels back than anything else.

:)

 

Multiplayer xp not saving

Same problem here, some one needs to contact ubisoft, I've been lvl. 56 for days

 

5 DAYS!!!!!!!!!!

4 days, 11 hours, 56 minutes, 34 seconds.

 

What entitles you to a $500 console for free exactly?

 

Who said anything about entitled? I said I will be supporting Sony from now on, the only way that could possibly change was if they sent me the new one, end of story. I'm not paying $500 to experience this kind of poor customer service again.

 

It happens. I hope you get your 360 soon. It is poor customer support to take this long to get something to help. I've dealt with bad support in my day, but I never had to wait 56 days for my console to come back to me.

You'll eventually get your console or a new one soon enough.

 

61 days and still no solution on the horizon.

 

I feel for you, but hang in there...

I have had a similar issue (not with X1), but it took about 2 1/2 months to fix my issue.

The process:

Once the customer support agent has escalated your issue to the customer care advocacy team, that team will email you and let you know they are currently looking into your issue and will email you soon (4-5 business days). Keep in mind that team doesn't
work on weekends. If you have received one of those emails from that team, STOP calling the customer support agents and only REPLY to the advocacy teams emails. Those emails get sent directly back to that advocacy team agents inbox and notifies them you
emailed them. Calling customer support after they have escalated your issue to the customer care advocacy team will only frustrate you and the poor agent that has to explain to you to keep working with the advocacy team.

After my issue of 2 1/2 months of waiting. For my personal situation and inconvenience they issued me 3 months of Xbox Live Gold and 2 free games, plus what they had owed me ($35 in Xbox currency).

Just like everyone else is saying on this Thread, but I am going to be blunt. Things happen. There is no magical button to hit and make things work for everyone. All businesses deal with Hardware/Repair issues when releasing a brand new product. No...
They cant foresee every issue. What matters is how long it takes for them to fix the issue (2+ not acceptable) and what compensation they offer for your inconveniences...

 

Hey, thanks for your response. I am in email communication with someone from the advocacy team. Basically she said they would figure it out, that was last Tuesday though, and they don't have any updates.

My console was a 360 btw, not an XBOX ONE. It's just super frustrating because of the lack of transparency and how simple this should be to fix. All they have to do is call the service center and tell them to send me an XBOX 360. I didn't send my hard-drive
or anything, so I don't care if the console they send me is the original one.

 

Wow! I didn't notice you said 360. No excuses... Somebody has dropped the ball evidently. Hang in there bro! They will compensate you for your inconveniences... I am assuming they have called the service center by now, but they probably got a reply
from the service center with something they didn't want to hear, so now they are trying to figure out what they can do for you. The whole situation is odd and weird. One of those, one-offs... This is NOT a normal situation for their repair orders and that
is why Its taking so long.

I am interested in knowing, what was wrong with your 360? Why did you send it in for repair?

 

I sent in in because the cd-tray wasn't recognizing the games properly. "Please insert disk", "Can't read disk" that type of stuff.

The advocacy team member I am communicating with through email said they would contact the service center to figure it out. That was on the 20th of March. When I email them asking about progress I just receive the same canned email response with no estimation
of how long any of this will take or how exactly they plan on fixing this. I recommend they just forgetting about my console and send me a different one, but they ignore that idea and basically just tell me to keep waiting for an unspecified length of time
again. I offer to drive to the service center that is an hour from my house and pick it up myself and they reject that idea and tell me to keep waiting they'll figure out. I suggest they just refund my money, keep my console and send me the money a new 360
costs and I'll just get a new one from the store, same answer. There is nothing I can do, no one I can talk to without getting per-writtern responses back from and still no mention of how or when I will be compensation.

I'm so done with XBOX after this. I just can't believe how little urgency anyone has towards getting this straightened out given how incredibly simple the solutions are.

 

67 days and still no updates.

 

69 days now, and the latest email I received from the advocacy team today was again noncommittal with no time-frame, no word on compensation, nothing, seemingly no progress has been made in the weeks they claim to have been working on it. Another generic
pre-written response (it seems like they just choose sentences from a list and past them into paragraphs).

I emailed back requesting to simply receive an XBOX 360 console by the end of next week. Which I don't think is a very ridiculous request given the fact that there are still 2 days left in this work week and that the service center is a 1 hour drive from
my house. But I'm sure I will receive another standard message with nothing even close to a personal response or a committed answer.

Does anyone have any advice here? Is there anything I can do?

 

So I just got off the phone with customer service to try to launch a complaint about this process. But to launch a complaint I have to do through the advocacy team members who are the ones who are actually working on this already.

That's like trying to complain about my order at a fast food place but the person who fulfilled my order won't let me talk to the manager or anyone else about it, my complaint has to go directly to them, making it pointless and ineffective. So I can't talk
to anyone other than the advocacy team and they won't give me and concrete information about anything.

 

We've now hit the 70 day milestone. Latest update is that they are still trying to get information from the service center. No estimated date of return.