Controller fail, support fail, RMA fail, escalation fail, just wow.......

Ok I'm just making sure I get this posted somewhere because the ineptitude of xbox during this process has been mind-boggingly painful. TL;DR, xbox support doesn't know how to resolve an escalation or read prior chats very well, IMO. Controller disconnects
randomly, multiple controllers, keeps occurring.

Dates are approximate, as I don't have the chat history. Time spent is a conservative estimate as well.

3 months after getting xbox: controller starts randomly disconnecting. weird. Read up online, find out this is a somewhat known issue, try some troubleshooting myself. It's rare so I just deal with it. ~ 1 hour/.

6 months: getting worse so reach out to xbox support. they do troubleshooting over the phone with me for ~ 2 hours. Ask me if the issue is resolved, I'm like "well it's RANDOM so I have no idea". Issue eventually pops up again.

9 months: still happening, nothing like playing a re-spawn restricted zone on Destiny and having your controller randomly disconnect. Give it another go with support, this time I'm going to push for an RMA. They talk me into more trouble shooting instead, I
(foolishly) oblige, takes another ~1.5-2 hours or so. They ask if it's resolved, I'm like "well it's RANDOM so I have no idea". Issue eventually pops up again. Grrr.

Just over 12 months: chat with them again saying hey it's happening again you guys, and I get the "well you're outside of your warranty period now". I admittedly lose it a bit, because it seems as if their "troubleshooting" was just buying time to get me
past the warranty window. So I don't accept their answer and ask for a manager to review it, etc. They finally say they'll RMA it. I ask them to RMA both the console and my controllers because I really am sick of dealing with this but they only RMA the console.
OK fine, so I go through the whole process, send the console, sans xbox (our sole media device, so sans movies.etc) for 2+ weeks, spend at least 5 hours between all the chat time, prepping for shipping, picking up at fedex, unpacking, updating, etc.

1 month after getting RMA: it happened again, no flipping way! I live in denial, fearing the pain I had just experienced.

2-3 months after getting RMA: Still disconnecting, this time while playing elder scrolls which I just bought imperial edition of so am having a terrible UX for how much money I've paid. Should have bought a PS4 or a steam box or something. I reach out to
xbox support again, so help me Jesus. Thankfully they don't say anything about being past the 30 day RMA window, but they DO try to start from square one with the troubleshooting process. I've already done the process, I tell them, I'm very familiar with the
issue (I'd assume more familiar than the person chatting with me, by this point in my venture). So they say OK we'll do another repair. I say "I've spent like near 10 hours on this by now, I don't want a repair I want a replacement, and if you can't grant
that please escalate, I think this isn't getting the right attention it needs". After 1.5-2 hours on the chat, the representative starts the replacement but ignored the fact that I mentioned I wanted them to replace the controllers too. He then says he'll
have a manager reach out to me via email, sweet because I can't believe how much of a time suck this has become.

2 days after the above: still no word from manager, oh no I have to chat with support again, and this time they don't have any of the info regarding the replacement of the console and controllers I discussed, nor do they have a manager that is going to reach
out to me. I spend another 30 minutes with this person just to get this status info and a phone number and now am calling support and asking for an escalation.

12 total hours sunk. Fully functional xbox for only 3 months of the 15 months I've had it. Burned $700 on the console/kinect/controllers/games. Still have no idea how they're going to resolve or if it will. Wondering if I'm an idiot to sink another $60 for
Fallout 4 into this console or other holiday titles. Wish me luck, calling shortly.

:)

 

Escalation Team Fail

Hey Omnislash CS, at this point I think you may want to try this. Go ahead and send a tweet to Xbox's twitter support account. It's public and it kind calls their bluff so to speak and brings the issue to a public eye. If you aren't getting anywhere at this
point, that's at least a place to start. Hope it might help you out.

 

Escalation Team Fail

So this is the story.

2 months ago, I got an XBOX ONE Titanfall edition. I play it for about 3 minutes before it crashes. None of the supports advice worked so he said it was faulty and had to be repaired. I did the standard exchange because the advanced exchanged would not
work for some reason. So I send it in, and a month goes by without an XBOX. SO I contact support and they assure me everything is fine. It gets put to escalation team. Escalation team contacts me and all they do is assure me it is on its way. After another
2 weeks wait with no luck, I contact them again. He reprocesses my order and tells me to ignore any notices of ups labels etc, and it was just protocol. 2 weeks go by again with no success, so I contact them again and they reprocess my order again. I have
emails telling me that they understand that they have to RETURN my xbox to me. Yesterday, I get an email from escalation telling me that he reprocessed my order and wanted to ask me if I received my label so I can return my xbox. I DON'T NEED TO SHIP IT
TO THEM I JUST WANT MY XBOX BACK. I contact a regular support agent and she understood that I need my xbox back and she told me that with all the notes previously noted that there is no excuse for a misunderstanding.

Every time I contact the escalation team, explaining to them in great detail what has to be done, all they do is mess something up. I am starting to think that I will never get my XBOX and that I have wasted $500.

Is anyone having a similar problem and was it resolved?

 

Long shot, but do you update the controllers? I know that you probably did this already. Do you use the rechargeable battery packs? My issue was kind of the same, I had to buy new battery packs and this never happened again.