Controller warrantee - customer service escalation

I would like to address my concern to a Customer Service Manager, but I can’t seem to get a contact name or email. I can’t find ANYWHERE to contact someone, so I’m grasping at straws - someone on the telephone support line suggested here as the forums
are monitored and answered by employees. Perhaps someone can help me.

I bought an x-box controller for my son for Christmas. On the weekend it stopped working. I spent more than 5 hours chatting with 3 different on-line support people (I got disconnected twice). The second person told me the controller has a 3
month warrantee and it had expired. I wasn’t impressed that it was only a 3 month warrantee, but I get why it’s not a year for a controller.

After that chat I located my receipt and discovered the purchase date was 1 day under 3 months. I tried the “Disagree with Warrantee" option on myservice website, but it wouldn’t let me check “Yes” that I have a receipt. It defaulted to “No”
and I couldn’t change it. That was frustrating enough, but then after 2 hours of chatting with the 3rd support person I found out it’s not 3 months it’s 90 days, and mine was purchased 91 days before. So the warrantee had
expired. If you want to get right down to it… it had only been expired about 12 hours when I started my first chat about the issue.

All the support people were very cordial, in fact the third person told me that
“I understand how you feel about it, if only we can do anything about it, we would love to but the system won't allow us…”
and “but even though I want to do it for you…”
Essentially, yes you have a valid point, I would like to help you, but let’s blame the system/process I have to work with. Your process is 100% logical, but seems completely devoid of common sense. What kind
of customer service will not allow you to do what makes sense. I’m not asking you to warrantee a product that I bought a year ago. We’re talking about a matter of hours. When it comes to customer services sometimes common sense needs to prevail.

I tried to speak to a supervisor, but no luck, I tried to get contact information for a manager, but they would not give it to me. I understand the person I was speaking to was just doing her job, but I have to say,
I leaves me with a REALLY bad taste in my mouth about x-box. Your company is OK with selling a product that lasts less than two months (although it was purchased on Nov 15th, it wasn’t used until Boxing day); it’s OK with
not standing behind the quality of its product by hours. My son is 7 and has many years of gaming ahead of him, but this experience has completely turned me off x-box. Can someone please pass this on to
a manager for comment. Please reply to: [Mod Removed] Thank you.

:)

 

Plastic marks!

A friend of mine had scratches on his Xbox One ootb. Escalated above the usual customer services and it was replaced.

 

Registering for Xbox Live Gold

No Answers from Microsoft. I am SO UNHAPPY with POOR Customer Service - no Service. No Escalation Path and this is a crazy problem. Anyone Help ????

 

As you have already stated, " it had only been expired about 12 hours when I started my first chat about the issue" there is nothing that can be done from the forums. You were out of warranty unfortunately. The forums are largely manned by volunteers (ambassadors
like myself) who are just other gamers trying to help people out. Sorry. Phone support would be the only ones with any possibility of helping.

Also, since this is a public forum, you really shouldn't post your personal contact details as anyone can see them.

 

Thanks... I'm just a mom with an x-box for my 7 year old - I don't know how this all works - I wasn't sure how someone could get back to me. I was told from the telephone support person that an employee would get back to me if I posted here. It was the
only option I was given. And I specifically told them I didn't want to post in a community forum... oh well, just adding insult to injury. Sigh...

 

Hey there, InertRope860! I am incredibly sorry to see the situation you are in with your warranty. I wanted to let you know that I have passed your information along to the appropriate teams. Please ensure that the information on this gamertag that you are
posting on is accurate on account.live.com so that they can reach you.

You are more than welcome to post up interactions on this thread so that we may be updated on the entire situation. Thank you so much for bringing this to our attention!