Defective brand new xbox

Recently I got a brand new xbox ( warranty till 1/20/2019) , connected to the internet update with latest patch. Installed a game to verify whether box is working well. Throughout the process the xbox emitted a grinding & periodic click/rattling noise.
The noise was even audible with game music on. Even after running it for another 3 hours the noise dint stop, concluded that unit was defective and decided to contact Customer Care.

The customer care asked to send the box in for repair but as it was brand new box I requested a cross shipment. After some to & fro they cancelled the $15 premium fee (which made no sense as why I should pay for a new box). They have put a hold on my card
for full value of xbox i.e. $326. Thinking the issue was resolved I logged out.

Two days later checked the service order on my account to track the order status. But there was nothing other than "Advance replacement" (catchy word for giving you refurbished used ones) fees charged. Decided to contact the Customer care who in turn responded
that there was no order in the system! All of them stood cancelled but credit hold on my card is still present.

1) Why is there is no replacement for a brand new defective box ? Why is customer penalized for buying the new box?

2) Why is there still a credit hold on my card ? why the full amount of $326 charged when the replacement is only for console? (which is pretty deceptive to give the impression that a new box is being sent)

Can you please let me know what I should do with the defective unit? Should I wait for it to go completely non functional.

:)

 

New XBox 1 Scorpio Shipped With Defective Controller

Brand new XBox Scorpio was shipped with a defective controller (Dpad right button is shorted).

The unit is out of stock at place of purchase.

Not only due I have to pay shipping for a brand new product that is defective and never been used, but

Microsoft is going to ship me a reconditioned controller.

 

Hard Drive Transfer.

Since it's brand new, exchange it with Amazon as defective. Amazon should provide a free return label.

 

1) That would be taking it back to where it was purchased for an exchange. That should always be the first thing you do if you bring home a defective product.

2) You would need to contact support about the hold. Most likely it's something that may take a couple of days to fall off.

 

The Advance Replacement process can take a day to process but the shipping method is "2 Day". If you contacted support on the weekend, most likely the order was processed on Monday and you should have it by Wednesday. Cross shipment has never been an option.
The $15 is to cover the cost of the shipping. Your other option was to return the system to the retailer.

"Why is there is no replacement for a brand new defective box ?"

- You would always want to return the product back to the retailer for them to exchange the purchase. There is a 15-30 limit on that return window.

"Why is there still a credit hold on my card ?"

- It's to insure that your original console will be returned.

- When you receive the replacement console, there will be a shipping label within the box.

- Please make sure not to include anything else other than just your original Xbox.

- You will have 14 days to return the Xbox to the repair center before the HOLD becomes a charge

If you are 100% sure that there is not a repair order for an Advanced Replacement (if it was canceled) then that Hold can take up to 24 hours to clear.

At this point, you might want to make one last call to Xbox Support if you're not 100% sure that there is no replacement Xbox on its way. Make sure to have them do a lookup by the console serial number, not just the gamer tag and confirm that any order listed
is canceled.

Upon confirming there is no order on the way, contact your retailer about the issue with the Xbox and you'll have to return the console and everything that came with it.

Please make a note of your email address and gamer tag. When you exchange your Xbox for a new one, all you'll need to do is just enter in your email and password after it's updated and then you'll be set.

 

I don't get why people buy a console, then find out its faulty and then go "I know I'll call Microsoft"

Why not just take it back to where you bought it from? I mean I always buy consoles from brick and mortar stores so that if something is faulty, I have a place to return it. I will never buy a console hardware from the internet, far too much hassle returning
it.

 

appreciate the response.

I got the xbox as a gift. Person who gifted it contacted the dealer. (He lives in socal and myself in norcal).

1) The dealer who sold it, no longer has stock of xbox.

2) As posted I have already contacted them, more than hold it is the process which is bad. How can order get automatically get cancelled? Fee for premium service got reverted but not the hold for xbox , why?

 

Read the above post,

Not every one buys from brick & mortar store or live near one. Most of the sales take place online.

Having bought so many electronic items online ,RMA procedure is bloody simple. Send back the item in its pristine form and they replace it with a working one.

I have done this with electronic items like RAM, graphic card (GSkill,EVGA does not even ask for a bill) ..etc they have replaced it without any issue.

Some of the stores do not accept open box items and each item has its own return policy.

Question is should someone buy your product with a well known "MANUFACTURING DEFECT" and run around for a replacement. If the replacement is a refurbished product then why not buy a second hand product instead of new one?

The fact is I was under impression MS would have a policy similar to other companies but seems they have such 3rd rate service that they don't accept their own product.

Telling the customer to shove their product up in the retailer's ass is great way of providing customer service. No guesses whether I would be interested in buying their products in future.

 

Thanks for the response.

please see my above post.

"It's to insure that your original console will be returned."

Then they should charge only for the console, thats called being fair.

"If you are 100% sure that there is not a repair order for an Advanced Replacement (if it was canceled) then that Hold can take up to 24 hours to clear."

When the service order is no longer active (this was confirmed by Customer care who said they put in a new order again) , they need to remove the hold immediately. I know how credit card works, transaction does not happen immediately. But if you note
that premium upgrade fee got immediately reverted but the hold still remains in-spite of order being cancelled. (Why the order got cancelled is still a mystery to me)

customer care confirmed that order is cancelled.

As I said the dealer no longer has any stock. (Returning a gift is not something graceful to giver ......err say beneficial to me either)