Disappointed with xbox support.

Discus and support Disappointed with xbox support. in XBoX on Consoles to solve the problem; Cliff notes.. Super bummed with xbox Let me first say I've purchased two xbox 360 consoles. The first one red ringed twice and eventually gave out... Discussion in 'XBoX on Consoles' started by JiDs-1C6EE60A-9917-4CF9-BB1B-9DA49F88118C, Mar 17, 2014.

  1. Disappointed with xbox support.


    Cliff notes.. Super bummed with xbox

    Let me first say I've purchased two xbox 360 consoles. The first one red ringed twice and eventually gave out after a good 4+ years. My 2nd xbox 360 is still running like a champ (Still hooked on GTA V). I understand nothing lasts forever but quality service
    is something every company should strive for...

    On November 21st after work, about 4pm my friend and I decided to stop by one of the local Game Stops to see if there was a line for the new xbox one. Well there was 3 people standing in line. Come to find out they had also not pre-ordered, like us, and
    were told that there was a chance that some extra xbox ones were available. Super stoked on this we decided to wait with them. I live in the east side of Washington where it's always below freezing that time of the year. But it was worth it. We would be the
    first of our friends to get a xbox one (hell yeah!). Well long story short they had 7 extra units and after waiting forever in the freezing cold at midnight we scored our xbox ones. Even getting them before the people who pre-ordered and showed up at midnight
    just to pick theirs up. Awesome!!

    Well almost exactly 3 months later of purchasing this **** machine I came home from work to find my xbox one not powering up. I honestly wasn't even sure where the power button was since I always use the controller. Having prior experience with a faulty
    xbox 360 I check xbox.com for troubleshooting tips. After moving the xbox one to my different tv in my bedroom and checking the power supply and then plugging it in I see a firework show and smoke pouring through the top vents (I had moved the xbox one on
    the floor and my face was right above these vents so I got front row seats to the show). I immediately unplug it. Super bummed I contact xbox support. They seem very concerned about what happened and I even get a surprise call after talking with nice tech
    support person, from a manager promising a replacement right away and very apologetic and making sure I was okay. "don't worry you'll get a call from our special response team within 24 to 48 hours and they'll get you set up right away with a new xbox one"

    Well 2 days past. Then a week... ..So maybe they forgot me. I contact support again and get connected to a service troubleshooting rep. He seemed really concerned and told me not plug it in and that they would take care of everything right away. "The response
    team was on the case and everything would be taken care of. We'll call you back in 24-48 hours."

    Another week goes by and then another. It's been 3 weeks and nothing. So I contact support a 3rd time and recite my ordeal. I am told by another very friendly support rep they are very sorry for the long wait and that I would contacted via phone asap. I
    get a call again from a very friendly troubleshooting rep with a Irish accent. He was definitely on my case and even guided my through getting my forza 5 game disk out. I had forgot there was a game still in there. He guaranteed I would get a call asap and
    that I was moved to the top of the list because somewhere someone along the lines had made a mistake during one of my previous times contacting support. It was Wednesday 3/12 so I would for sure get a call by Friday 3/14 from the proper department that handles
    replacement xboxs. I never lost my cool one time with any of the reps. They were all very nice, as well was I.

    Well Thursday and Friday comes and goes and then so does the weekend. It's now 5 days later. That is ~120 hours after my last call. ~648 hours after my first promised call. I'm not even sure how many hours I spent on hold on the phone and talking to support
    reps. Let me say I rarely ever get mad. Not today, I'm not mad I'm furious. I feel taken advantage of. I spend money on a product with a promised warranty service from one of the biggest companies in the world. A company that was good to me in previous instances.
    I will say that every person I had communication with was very friendly and I'm not a bit upset with them one bit.

    So finally today, one day away from being exactly a month after my first contact with xbox. I request a call and get another very friendly support rep named Matt. Sorry Matt but I'm annoyed. After he can't get his supervisor on the phone I'm honestly not
    sure if it was my attitude or what, but he was finally able to start a service request process. Wow I will have a working xbox one soon. I have some apparent unreasonable requests but we finally got the ball rolling... Well unfortunately Matt says it will
    be 2 to 3 more weeks until this replacement process goes through. Are you joking me after I already waited a month?? Sorry xbox but you may have lost a die hard xbox fan. I hope you step up your game for others with similar issues. I will be happy to get a
    working xbox one but you lost my trust. Feel free to look over my Service request if you even care.

    Service reference number: [Mod Removed]





    Mod Edit: Please do not post reference numbers on the forums. Thank you.



    :)
     
    JiDs-1C6EE60A-9917-4CF9-BB1B-9DA49F88118C, Mar 17, 2014
    #1
  2. Ev1l5anta
    Ev1l5anta Guest
    Forza-branded Fanatec CSR and CSR Elite Racing Wheels

    I already got my XBOX One but am very disappointed with the wheels supported. I'm really looking forward to the support of FANATEC.
     
    Ev1l5anta, Mar 17, 2014
    #2
  3. How to Play my own music? onedrive and xbox music dont work

    DanRocks - have XBox Support made any contact at all with you over this?

    I am beginning to think there is no point in using this forum, and am quite disappointed that the official XBox Support page is giving users next to no support.
     
    ExploitedZebra, Mar 17, 2014
    #3
  4. kingvas78
    kingvas78 Guest

    Disappointed with xbox support.

    2 days...... I had a brand new X1 waiting for me. MS support has yet to disappoint me.....

    -
     
    kingvas78, Mar 17, 2014
    #4
  5. I get mine tomorrow. Only took 3 days. Did you not to the advanced return?
     
    Michael1003-5B696F17-699D-4CBB-8880-870CD16DE0C3, Mar 17, 2014
    #5
  6. RippenHarra
    RippenHarra Guest
    Why didnt you just take it back to GAME?

    I am going to add, Xbox Support for Australia is pretty bad.So bad i reported them to Fair Trading to sort my problem out, which they did.
     
    RippenHarra, Mar 17, 2014
    #6
  7. SigmaTheDJ
    SigmaTheDJ Guest
    That sucks man. Given the circumstances, I don't see why they didn't sort out an advanced exchange for you the first time you called. I'm not surprised you're disappointed and I don't really understand why it would take so long. I hope you get it sorted
    out soon.
     
    SigmaTheDJ, Mar 17, 2014
    #7
  8. Disappointed with xbox support.

    Disappointed with xbox support. [​IMG]

    Enjoy
     
    TechnicColt91, Mar 17, 2014
    #8
  9. I'll try and get in contact with them about an advanced exchange. That seems more reasonable. Thanks guys!
     
    JiDs-1C6EE60A-9917-4CF9-BB1B-9DA49F88118C, Mar 18, 2014
    #9
  10. Update.. 1 week later and I'm still waiting for a shipping box they are providing me to send in my broken xbox. No advanced exchange option available for me. unbelievable.
     
    JiDs-1C6EE60A-9917-4CF9-BB1B-9DA49F88118C, Mar 25, 2014
    #10
  11. kaeruNkame
    kaeruNkame Guest
    Why is there no advanced exchange for you? I did AE with my dead kinect and it was replaced in a reasonable time frame.

    Hope you get it sorted!
     
    kaeruNkame, Mar 25, 2014
    #11
  12. Every time I've contacted support about this I get put on hold for the majority of the call and then promised a call back from someone who can help. Which never happens. It's infuriating.
     
    JiDs-1C6EE60A-9917-4CF9-BB1B-9DA49F88118C, Mar 25, 2014
    #12
  13. Disappointed with xbox support.

    Well my replacement box disc drive is grinding noise and wont read now and because of the ticket not being closed im not in the same boat as you
     
    Michael1003-5B696F17-699D-4CBB-8880-870CD16DE0C3, Mar 25, 2014
    #13
  14. SigmaTheDJ
    SigmaTheDJ Guest
    Have you tried asking to speak to a supervisor when you call?

    What I would do is call again, briefly explain to the customer support agent that your console had some kind of electrical fault and died and that you have been waiting for weeks for the issue to be resolved, with several promises of callbacks from Xbox
    support being broken. Tell them that you want an advanced exchange and if they cannot offer you one for some reason, ask to speak to their supervisor. If the supervisor will not offer an advanced exchange, ask what the reason for that is and come back and
    post it here, because I really don't understand why they didn't do the advanced exchange the very first time you called, as it's the appropriate option for a console that literally fizzled out and died and there's even more of a reason to offer you one now
    that you've been left hanging for weeks.
     
    SigmaTheDJ, Mar 26, 2014
    #14
  15. Bummer man I hope they get your ticket closed and you get taken care of.

    Thanks sigma I'll try again and report back.
     
    JiDs-1C6EE60A-9917-4CF9-BB1B-9DA49F88118C, Mar 28, 2014
    #15
Thema:

Disappointed with xbox support.

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