"Customer Service" LOL

Had an incredibly discouraging experience with Microsoft/Xbox Support over the last week. To preface this experience, my 5 month old Xbox one X randomly froze during gameplay last week and prompted me to restart the console. It would never turn back on.
So I decided to take it in to the closest Microsoft store to hopefully receive the fastest possible solution. The Microsoft employee I dealt with could not understand what was wrong with my Xbox but assured me since it was under warranty it would be an easy
exchange. I filled out the return shipping address information and was told my Xbox would get overnight shipping on Monday and I would receive my new Xbox no later than Friday of that week. Tuesday morning I looked at the tracking info to see if my Xbox
had arrived at the service center, then I noticed that it was being sent via Fedex ground and would not arrive until Thursday evening. Even though it took longer than I was told, my new Xbox should be getting sent back to me the next day, so I was told. To
complicate this process further I don't have access to the 15 year old email associated with my Microsoft account, which is where all the communications from Microsoft were going (return tracking info, etc).

Today I connected with one of the virtual representatives on Xbox.com to try to get my return tracking info, and that experience was a new low in customer service. The entire conversation the rep asked me questions to things I had already given him information
for previously in the conversation. Numerous times I had to ask for "John D" to rephrase his statements because they were such broken English I couldn't understand what was being said. His solution to my problem was to cancel the service order altogether and
then create a new one with a new email address once I got my defective Xbox back. He told me the whole process would take roughly 14-21 days Obviously I did not take this route, so I called xbox support shortly after. While the phone representative was
able to give me access to the repair order information, I unfortunately found out that my new Xbox was not going to be sent to me the next day like the Microsoft store rep told me. Microsoft actually has their own 6 step repair process which my order was
only in step 3 of.

All in all a really bad experience with Microsoft. Starting with their premier Xbox becoming defective less than 6 months from purchase then by being told completely false things by the incompetent store representative and then finally talking in circles
with an online service agent. If I hadn't just dumped $500 into this defective Xbox I would easily make the switch to the PS4.

:)

 

Banned console

I have contact the PET Head guy...no reply...So i give up...Buying me ps3...cause xbox have a poor customer service....I get better customer service at a ghetto chicken place..LOL...

 

Random Disconnects from Live

LOL A!recon, this whole company was based on stolen ideas starting from the very top. Do you really think they will offer us anything free for that matter? MS doesnt give 2 ships about customer service or customer loyalty. You can tell by the god awful
customer service they provide....

 

If you brought it from a retail store, go back to them and theyll exchange it for a new one they have in stock. Thats how it works in New Zealamd and Australia. It can be a pain to deal with the manufacturer. void buying hardware directly from Microsoft
unless its a physical Microsoft store. Support is far better than Facebook, its just the repair process that is bad. Ive never had to go through such a think and dont expect to ever.

 

I cant believe the amount of people that buy a product, and within three months the product goes faulty and then phone up the manufacturer to get it fixed.

TAKE IT BACK TO THE SHOP YOU BOUGHT IT FROM!!!

In the UK and I presume the majority of the world, you buy a product from store X, it is the responsibility of that store to either replace it or get the item fixed. Nine times out of ten the store will simply replace it there and then and then send it
back to the manufacturer to get fixed.

How is this so difficult for some people to understand?

 

That may be true in the UK but not in North America. In North America you have until the end of the return/exchange period (which most of the time is 30 days depending on their policy) to return/exchange a defective product. After that it is up to the manufacturer
to provide repairs or replacements. Again this is at least how it works in North America.

 

How is it so difficult for some people to understand that the whole world doesn't work the same or have the same policies?

Sadly the U.S. doesn't have great consumer protection laws like some other areas. Typical return periods are 30-90 days, but almost always 30 days or less for electronics.

 

I had a very similar instant with the Microsoft Store as well. Your lucky that they where able to help you at the store with the service. I booked a appointment at the store to find out after going to the store that they could not
do anything for me. I went online followed the process, got my replacement system back after 2 weeks. The unit was DOA. I had to do the process again, this time they told me to include my power supply in the same box. Got my replacement unit for the DOA unit.
However, I did not get my power supply because I was told that the power supply should have went in a separate box. (I was instructed differently). Now I have a Xboxone and no power supply. The whole ordeal has been going on for almost 3 months. The only credit
they want to give me is 2 months of Gold membership. Whoopee, I have several subscriptions that are associated with my xbox including, that total way more than what they are offering me. I am feeling taken advantage of like you.

 

Uk NZ and Australia has legislative rights that cannot be excluded by any contract. If it does the law overrides the contract. Thats how it works. Depending on the country. And microsoft is based in these countries too thus fall under the jurisdiction of
these countries too.

In NZ/Australia retailers are obligated by law to assist customers with an exchange refund or repair. If sent for a repair, their offices in nz and australia are required by law to waive the delivery charge for products under warranty.
And electronics get a minimum 12 month warranty as it is required to last "a reasonable time" "be durable and fit for intended purpose". Paying money for an expensive elite controller and only having a 90 day warranty is unacceptable. Some governments have
higher standards to help stop taking advantage and help stop manufacturers from exploiting consumers. For instance i think is the u.s or somewhere those it seals little stickers are broken that voids your warranty type of stickers are illegal. Cause legit
customers recieve their devices they sent for repair claiming you opened up the console or electronic device when it was the manufacturer who rushed that build and didnt seal the device with manufacture if this seal is removed... stickers.

 

Wow...I'm sorry for that experience