Controller Lost in Transit

see with support what can be done.

https://beta.support.xbox.com/

Unrelated to the thread, I'm about done with microsoft. The new playstation is gonna put em outtakes business anyways, why bother at this point

And so I'm in the same place as the customer above!

No indication as to how to claim suggested refund, no offer to reorder the controller, no admission that it is lost, not delayed!

Anyone got any ideas?

The customer complaint telephone number is incorrect

I'm pasting a previous thread, now closed but with 56 supporters!

I'm not mad, there's just no resolution to this bar a formal complaint. I've written to support today....

I'll paste again until this is resolved, if I have to!

Not fair, teen son saved and waited for years to purchase!

Previously posted, mirrors my experience

LO

Loyal_CustomerCreated on March 14, 2019

Warning ordering online - Lost package

Hi, Everyone

DO NOT ORDER ANYTHING ONLINE.

----------------------------------------------------------------------------------------

First of all, no matter how much your product that you order online is, a signature will not be required to deliver. If you are willing to risk it, stay right next your door all day long to meet your delivery guy to receive your package.

-----------------------------------------------------------------------------------------

Secondly, this is important and scary part. A Microsoft customer service is infinite loop. Here is my case. I recently ordered surface pro 6 and cover, and became lost package. Since the day I lost my package, I started to call Microsoft and FedEx.

Answer from FedEx: "your product is expensive, it is Microsoft's fault because they didn't ask for a signature. Please call your shipper."

Answer from Microsoft: "it is carrier's fault, they did not successfully deliver the your package, but we are going to create a case for you. Please call us back for the update"

(***Anyone who makes a case for lost package, please keep your eyes on your email. In my case, they tried to close my case for 2 times without my confirmation - check your email frequently. I had to call them back to open my case up again)

Here is a point which the infinite loop starts. I called them back for every 2 or 3 days because they kept repeating "Sorry for inconvenience you are facing, but there will be an update from investigation team. They are waiting for a confirmation from FedEx.
We can't do anything for you right now because they(the investigation team) are back-end teams. Only thing we could do is leave a note and wait for the update." I talked level-1 agent, sales department, and even supervisors. You will get same answers from
them all the time.

From that point, I chose to call FedEx directly to know why FedEx is not providing information what Microsoft needs. However, An answer from FedEx shocked me. An agent from FedEx said "Sir, we already answered back to Microsoft, I do not understand why Microsoft
told you that they did not receive the answer from us!". I called Microsoft about this information but didn't get any update from Microsoft. 2 days later, I called FedEx again. An supervisor from FedEx told me "Okay, here is what we are going to do. Since
you've been waiting so long, tell Microsoft that make a claim against FedEx about your lost package. When they do, we will reimburse the money of the lost package, so you could get money back. Now, we are happy to help you and you are happy to get your money
back right?" I thought that it would be the end of story for my lost package. BUT NO! NO! NO! I called Microsoft and talked to supervisor about this. Now, you can guess what their answer is haha. (keep repeating same answer - "didn't get any update from investigation
team. please wait your update after few days (mostly 2 days) ")

I haven't got any result from Microsoft yet. Now, even calling them makes me frustrated. Even though FedEx agreed to reimburse the money, if Microsoft investigation team doesn't update, you will be stuck between two big companies. Try to avoid situations
that you have to call Microsoft customer service. They will make you crazy sooner or later.

* Moved from Surface

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Last updated May 19, 2020

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The shipping company has referred me to Microsoft.

It is Microsoft responsibility to ensure reliable carrier.