Customer Service Complaint.

Hello,

Firstly, I don't think this belong here but it seems to be the only forum I can find that I may get a response from Xbox.

Roughly 10 days ago someone from Support open a service request for me to have an "Advanced Exchange" which started off fine. I received the Xbox and then set it up, I then noticed it made a different noise than my original Xbox One so used the Phone Support
to check it out before I packed up my old Xbox One to send to yourself. He explained that although it's a different it doesn't sound too worrying and that I shouldn't worry due to my Replacement console having another 15 months (Roughly) of warranty on this
replacement device and that if any issue arise I can simple use the Advanced Exchange Service again.

I checked it out myself in "My Devices" and it was there, awesome.

It is now around 2 weeks since I received the replacement and then sent my Xbox to you, I have heard nothing from you, I have no idea where this Xbox is or even if I have had the hold on my account removed or not so I contact the Chat Support where I sat
for near an hour and got nowhere as they simply had no idea what was going on or what they where doing, I then asked for them to arrange someone to phone me which they did.

I then spoke to a guy who couldn't find my request on you system and heard a lot of "Oh, that's odd" remarks whilst he searched around, I was full of confidence at this point. I then offered to give him my SR Number which got us onto a similar page but even
then he said that he couldn't find anything about my order and that I should have received an Email saying the £340 hold on my account was removed and they had received my Xbox but for some reason it's not even in your system anymore.

I had also noticed that on "My Devices" the replacement console now says "Standard Warranty: Expired Feb 6, 2015" which is not what I saw when I first contact the Phone support and contrary to what I had seen with my own eyes (I remember seeing
the "Buy Extended Warranty option and was going to purchase once the hold on my account was removed). I explained this and was now told that this should have been a 3 month extension, I explained I wanted back my 15 month I was already promised and HAD but
with no success. I then asked why my page says Expired when it should be at least the 3 months where he told me "It's 3 months on my screen" where I responded with "I'm supposed to just hope I have it then? and was told "Yes". Super Professional Xbox, well
done.

I also explained that my Service button says "Service Unavailable" and cannot be clicked and that it says "To appropriately handle this issue, please Contact Support for
further assistance." I'm assuming Phone Support is "Contact Support" ? but was told to just phone up if I have an issue, so I still have this on my account.

I seem to be getting issue after issue these last few months and have nowhere to express my concerns. I can phone, granted, but after reading the above do you think I value that option? The other way is the write a letter but this doesn't promise a reply
and would probably be skimmed, thrown away and forgotten. I have an issue here and neither Chat or Phone know what to do.

I've been with Xbox from the start, I'm an Ambassador & Preview Member feel like I'm being treated like a child, not a customer.

Incredibly disappointed.

:)

 

Customer services complaint

Many people here are Helix. I'm 99% sure Hassassinade is too. And oh hey, I dinged Level 2.

On Topic: Um yeah.... Tell us about your troubles stranger. Stay awhile and listen.

 

Customer services complaint

And here I was thinking I was the only one working with customer support posting around here.

As stated above you should definitely post what you are trying to do on the forums. There are alot of people here who know how to troubleshoot most issues.

Otherwise contact support again. Best of luck with your issue getting resolved!

 

Hey M ahh tt!

Sorry to hear about the issue, I can definitely understand how frustrating that could be. I understand that you have already been in contact with phone and chat support and I am sorry to hear about the confusion. In order to make sure that we can point
you to the proper direction to find out the status of your repair, you will need to contact phone support again. I know based on your previous experience this may not seem ideal, but phone support would definitely be the proper channel to find out this information.
As far as your warranty information, your repaired console will receive a 90 day warranty or the balance of your original warranty, whichever is longer. For more information regarding Xbox One warranties, check out our Xbox
One warranty and registration FAQ page. Once again I am truly sorry to hear about the issue and any inconveniences this may have caused. You can reach out to phone support from our Contact Us page.
Feel free to post back after you have reached out to phone support letting us know how everything went. Thanks!

 

Can I assume that if this enquiry, lodged hours after mine, is answered that mine is in the too hard basket?

 

Mister Quimby: If he was promised a 15 month warranty, then he should be given that. But to be honest, it seems like the quality of support via phone has gone downhill lately. They have a bad habit of passing people off when they're the ones who can help
us..

 

Completely agree with xTye.

As for phoning support It's simply not happening, the current free time I have I enjoy playing my games and or relaxing, not getting stressed out by bad support. There may be some good guys there by all means, but I haven't got the patience to hunt the down.

I also also promised a Day One Edition Controller after my first needed repair, I was sent a standard, I got told to sent this in so I could thee get my Day One, Guess what. Another standard. I'm then told I can leave my "complaint" in the chat as the bosses
will read over them and respond (I'm nearly a week in now) No matter who I speak to, what day it is or whatever the issue, I seem to get no where.

What am I really supposed to do here? Continue phoning until I strike it lucky and get someone that could solve my issues?

Maybe I should just sell the lot, take a trip the the roulette table and pick a few numbers. I feel my chance of winning £ to pay for the things I should have received, or more to the point - promised is higher than trying to resolve it with yourselves.

 

I was also told that I would be sent £15 into my account due to the controller issues, over a week in and nothing.

I now assume it's a case of forget the case, move on and hope it goes away.

Where do I contact someone with knowledge and authority?

 

Hey there, M ahh tt! In regards to your Day One Controller issue, if you sent in your controller, you will receive a normal controller back in place of your Day One Controller. Your defective controller should be sent back to you. Once the repair order has
been completed, it can take up to 2 weeks for the currency to be added to your account. If you are unsure if the order is complete, or if you haven't received your Day One Controller back, please reach out to phone or chat support following the link Mister
Quimby provided above. Please keep in mind that this would have had to be done all over chat or phone support. The phone and chat teams do have processes for if the credit was not added to your account if it has been longer than 2 weeks.

However, if you did not send in a controller and you were promised a Day One Controller as compensation, I am unsure where the support agent got that information. The Day One Controllers are no longer manufactured, and we would be unable to send one out to
anyone.

Please give them a chat or call and then let us know how that goes! We are definitely interested in your case, and want to make sure you are taken care of. I am very sorry to see the situation you are in, but the proper avenues for these situations are the
phone or chat teams.

 

Perhaps I didn't explain myself correctly.

Before I sent my Day One Edition controller in for repair (Roughly Sep 14) I spoke with support and was Guaranteed that I would receive a Day One in return. If this wasn't the case then I would have kept it and purchase a new controller myself.

Due to a repair/replacement taking as long as they do I purchased another so that I can play my Xbox (Understandably).

Once I received the new controller I didn't manage to open it up until a few weeks on and open a request a little later where they apologised and Guaranteed me again that I would receive a Day One Controller (Why else would I send a functioning product back?).

I then receive the new controller and I'm back to step 1 with support, and offered a measly £15. Surely you're aware the Day One is worth more than +£15

The £15 is clearly not what I wanted and if people had done what they where supposed to do in the first place, I wouldn't be in this situation. I'm supposed to sit back and just accept that? If I was told this in the first instance, we wouldn't be here,
right?

Then to add insult to injury, I am told I have a new 15 month warranty on my replacement Xbox that then suddenly disappear to being expired and I cannot even click the "Service" option. To top it up, the person I spoke to on the phone "Doesn't know how to
resolve it" despite there being an Error message telling me to contact them to get it resolved. That's the short version anyway.

I do apologize if I sound unreasonable here but I wouldn't be trying this route if the phone and chat where resolving me issues, I have tried.

 

That is a different situation entirely, as the controllers were only no longer manufactured at the end of the year. I have sent your information up to the appropriate team. Please ensure your contact information on your account is correct on
account.live.com so that they may be able to reach out to you.

 

Hey,

I've wrote so much here and there I didn't know what I had wrote and what I hadn't.

Thank you

Do you know of their usual hours? I will not be home during weekdays until after 6pm GMT.

 

I do not know their normal hours, but I do know that they attempt to contact you in different ways. If they cannot reach you via phone, they will reach out via email to find the best time to contact you.

 

So... It's been 3 weeks since I have received a reply.

It's been made clear tat despite being told I could have 15 month Warranty, I will not be getting it. I accept that, but both of my issues still remain.

As I explained in my last email, had I not been told that I had a 15 month warranty to cover the replacement Xbox I would not have kept it and would have requested a different one due to the noises I could hear. This is the reason I contacted support in
the first place and was told specifically that I had a long warranty and if the sounds became a serious problem then I was covered - Now I have an Xbox I'm worried isnt up to standard - and I'm stuck with it because of your errors.

My second issue was the Day One Controller. I'm continuously told that this isn't possible and that they have no record of this at all, yet it was easy enough for you to show chat logs from another issue. I asked about the £15 I was offered as compensation
and they also have no record of this.

It seems funny that as soon as I ask information on these chat logs and how far they got back, the emails stop.

I know I'm right and there is nothing I can do about it, I'm told this is as high as I can possibly get in regards to customer service. I'm not getting a reply and I'm left here with nowhere else to go.

Now what?

 

Hey there, M ahh tt! Any information on your next steps should be in the last email you received from your customer advocate. Please refer to that email for any and all questions you may have, and for information on who you should be in contact with next.