Device Support says out of warranty despite purchase of Microsoft Complete for Xbox at purchase

Ziggy UK · Dec 15, 2019

Hi there,

I've got a launch Xbox One X that I purchased with the three year warranty Microsoft Complete. I have the order number, confirmation.....everything....but when I go to the Device Support website, it says Out of Warranty. I tried during the summer to get
a repair on my Design lab controller (bought at the same time so covered by the warranty also) but gave up after a LOOOONNNG call where telephone support refused to acknowledge I had Microsoft Complete.

Can I send an email to someone in Support with my order number and get my Xbox One X repaired under warranty? It looks to me like the hard drive is faulty as I've tried everything to reset it, including an offline system update but it's not going past the
'Something went wrong' page.

:)

Smwutches

Support no longer uses an email, but you can contact them by chat or request a call back at http://support.xbox.com/contact-us and they should be able to help you set it
up.

Eruff9069

Did you cut the warranty sticker? If so, then your warranty is void. If not, then, I don't know what to tell you.

Ziggy UK

Did you cut the warranty sticker? If so, then your warranty is void. If not, then, I don't know what to tell you.

No, I didn't cut any sticker. When I go online to book a repair, it asks me to log into my account. It then shows that the One X is out of warranty and asks me to pay over £230 for a repair..... But I have Microsoft Complete 3 year warranty. Tech Support can't
book in a repair until the warranty status is fixed on my account so a ticket has went in to the back office team to fix the warranty status. Hopefully I'll get it sent for repair by Monday. Object lesson is that, even if you purchase Microsoft Complete and
a telephone adviser says it's activated, keep your Microsoft Store receipt.....

XBF Eladio M

Hey Ziggy

Thank you for taking the time to post this on the Xbox Forums. We understand that you were experiencing difficulties with being able to set-up a repair for your console and controller due to some discrepancies with your warranty status.

We appreciate your providing us this insight in regard to the type of assistance that you have received by reaching out to Xbox Customer Support. However, at this state, this falls out of our scope of abilities to be able to further assist you as this case
been escalated to a higher tier to get this sorted out.

Due to this, we will now be locking this thread. If you have any other questions or concerns that differ from this matter, please, feel free to create a new thread and we will cater to you there.

Thank you for being part of the Xbox Family and we wish you a wonderful day.

Ziggy UK

Just to update, got assistance on Web Chat finally. Operator took original order number which proved I purchased Microsoft Complete at same time as Xbox One X so she has raised a ticket with back end technical support, I presume to change the 'Out of
Warranty' status. I'm going to try and get my Design Lab controller fixed at the same time (the RHS bumper and d-pad are flaky) but the X is my main focus.....can't contemplate not getting it fixed for the holidays!!!

Device Support says out of warranty despite purchase of Microsoft Complete for Xbox at purchase