Contacting Global Escalations Support

So 12 days ago my Xbone stopped working correctly. What began as a small issue with Fallout 4 freezing, thanks to inept Xbox chat support, ended up being a console that doesn't work at all. Fast forward a bit and I was told that due to that crappy support,
my console was broken. And since it was support's incorrect advice that broke it, I was entitled to a free repair.

I was later told that agent was wrong and I am not guaranteed a repair, but I must be approved for one. And while the original agent told me 1 day, the process is actually 1-3 days.

So after day 3 I contact support again. Now it takes between 3-5 days.

On Saturday, I get a call from Microsoft while at work, and an email. The email says something about my console not working, but then says that as far as she can tell from what agents put into the notes, my console works just fine now. LOL. Whatever.

It says to reply right to the email if I have any questions or concerns. I try to reply, I get a delivery failure notification. So I have been on chat with support for over two hours trying to get help with this. She spends an hour going through all the
reference numbers associated with my account (instead of making one ID for this issue, there are like 5 or 6, so every time I contact support, they take an hour going through all of it) and then tells me the only way to reply to the person who emailed me is
to hit the reply button LOL.

So this is literally the only option I have. Posting this here and hoping someone forwards it to the right person and I can get in touch with someone who can tell me what the heck is going on. I was contacted by someone named Stephane at Global Escalations
Support. How do I contact that department? Thank you.

:)

 

Xbox one repair issues

Received an email from Global escalation support today. Sorry for the delay still investigating my case is what it says. Let's see what happens next.

 

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

 

Well its a good thing that you were contacted by the Escalation team. (Think of them as Tier 3 support, while chat/phone is Tier 1). But as far as i've been told and experienced you can't directly contact the Escalation team, but they contact you. (Unless
they give you means to contact them back upon initial contact with you). What did the women from the Escalation team tell you?

 

What did they have you do that broke it ?

 

According to one of the agents the offline update attempts messed up the software on the console and the only way to fix it is with a repair. Apparently preview members have more issues than non-preview members so they are able to get free repairs.

Calle2k, her email basically consisted of an apology for the issues I am having, she then asked if she was correct in assuming my console is now working (what gave her that idea is beyond me) and gave me a one month Live code. Which is worthless, of course,
with a console that doesn't work. It also said to feel free to reply if I have any questions or concerns but any reply I try to send is instantly met with a delivery failure notice.

 

Hmm, that sounds weird, as they are the top level of support.

I would contact support again, explain the recent events and make them Escalate your case number.

If they answer that your case is already Escalated tell them what happened with the email that gets delivery failure notice, and ask for them to contact you again.