Denied Xbox series X repair

Hi ,

We really do appreciate the time you have spent with us here on our platform.

We understand the inconvenience caused. We will be glad to assist you with this.

To better understand it correctly, may we ask if you have responded to the email you received?

As per description, it is out of warranty situation but we suggest responding to that email and ask them if there is another way to have the issue resolved.

We hope it worked out well for you.

Sincerely,

Geri M.

Xbox Forum Moderator

Microsoft Community

Hi! So in this mail was only one option - to call my local microsoft department based in Poland. Which I did. Man who answered my call told me that this is a strange situation and they should include in mail information about my Microsoft Complete and if it covers this repair. He told me that he will contact repair department (in Germany) and I should expect an information from him in 3 days. (Still no info) Unfortunately after they send me this mail about declined repair, they sent immediately console back to my place. And the courier should arrive today. I do not know what to do. The weirdest thing is that my console was in perfect shape excluding this loud fan. So I do not know why they found a problem which is not covered by the standard warranty. Maybe something was damaged during delivery? (console was well packed) I'm in dead end and I don't know what to do. Please help

Edit. Before I left the package at the pickup point I took a photos how I secured and wrapped my console in delivery box.

Hello morswinn,

We totally understand your concern right now and would like to sincerely apologize for the inconvenience that this has caused you.

We know how important it is for you to be able to rectify this issue at the soonest possible time. However, we have realized that this issue of yours would be dealt better by our live support team so that they can properly check what’s going on with your device and applications. They are more equipped with all the tools and resources to get your problem diagnosed. Kindly follow the steps below to contact our live support team.

1. Contact us | Xbox Support
   
2. Select the " See Contact Options" or "Request a Call" button
   
3. Select the following drop-down menu options in the following order:
   What are you having trouble with? - Hardware & network
   What's the issue? -Warranty, service & repair
   
4. The third box will ask you to describe your issue "request a call" and then select the "Next" button.
   
5. The next window will provide you with support articles based on your request and we recommend reviewing the relevant articles before selecting the "See contact options" button.
   
6. On the final window, you will be presented with multiple options. We suggest selecting either the "Chat online" or the "Request a call" options to speak with someone. Be sure to provide as much detail as possible.
   

Make sure that you are in the same region/country. (Unted States...etc.)









We hope this helps and it is even better to connect with the correct support where you can get dedicated assistance, the experts there will provide accurate answers for you.

If you have other concerns, you can create a new post here.

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We wish you a good day!



Kind regards



Xbox Forum Moderator

Microsoft Community

Hi! Quick update. I've just received my Xbox. First of all, I've provided the correct delivery address but UPS messed up and delivered the box to different place and different person. It costed me some nerves since the responsibility lied on me to call UPS courier and ask him to relocate the package once again. Also I was scared the other person could damage my item.
Secondly, the package box was damaged with few big holes. My Xbox has some scratches that haven't been done before by me, the housing/plastic cover is wrongly assembled and unfiting the device.
As a third point I'd like to highlight that no one from the fixing/repairing department still contacted me at all. There was no particular reason why the Xbox was sent back to me without repair since I have my Microsoft Complete extra guarantee.
Having all the above in mind, I would like to claim for a brand new console. Because of those damages, lost time and how upset I was during all this day. Here are few photos.

I called support on November 15th. And I explained the situation. They said they will investigate this situation. So far no contact from them. I was only told that it takes so long because they do not have contact with the repair department.

Hi morswinn,

We really do appreciate the time you have spent with us here on our platform.

We understand the inconvenience caused. We will be glad to assist you with this.

To better understand it correctly, may we ask if you have responded to the email you received?

As per description, it is out of warranty situation but we suggest responding to that email and ask them if there is another way to have the issue resolved.

We hope it worked out well for you.

Sincerely,



Xbox Forum Moderator

Microsoft Community