Disc Drive Errors military overseas - Need a contact to file complaint beyond customer support.

We are having disc reading errors and have contacted xbox about returning for a repair or replacement. Unfortunately because we are military stationed overseas they will not let us do the advanced exchange with a credit card hold. We use the United States
postal system and shipping rates are the same as if you mailed within the USA. Anyone know where I can file a complaint or escalate this? This was our whole Christmas to the kids so to send it off and wait weeks is more than disappointing. Hoping if it
is brought to Microsoft's attention they will be able to re-evaluate this and allow the advanced exchange. I completely understand the credit card hold and I am more than willing to abide by it. Lots of hours on the phone with tech support and email chats
have gotten us nowhere.

:)

 

Not reading FIFA 13

There seems to be a disc reading issue with your console. This can be a general issue with your console or specific to that game. Please follow troubleshooting wizard for disc reading issues from here:

support.xbox.com/.../disc-drive-solution . It might be that you will need to contact Xbox Customer support in the end, as your console might need a repair. If the wizard does not direct you to the correct page, you can find Xbox customer support contact
details from here:
support.xbox.com/.../contact-us

 

Help needed ?

Looks like its due to the update.

Xbox One Update Affecting Some Disc Drives - Error Code 0x80820002 » Gadget Helpline

I would contact Xbox Support if I was you and see how long for a patch if not return it to Game.

 

this is a funky situation and i dont really know what to say except they should accommodate this issue due to military. If a official support dosnt give you a legit answer ill see what i personly can find out to help you.

 

Thank you so much. It's been frustrating but I am convinced if we can contact the right person they will offer support and allow the exchange. Any help is appreciated.

 

In an update to this issue it has gotten worse. We were never able to do the advanced exchange so we went through the process of returning the unit in the xbox provided box and getting it repaired. It took forever for the box to reach us but once it did
we mailed it back immediately. We started the process Jan 5th. Our console arrived at the repair facility on Feb 1st. On Feb 4th our order showed up as cancelled. This is where the nightmare begins. I started calling customer support. A very nice representative
'escalated' our case and assured me I would hear from the escalation team within 4 business days. I gave it a week before checking back in. Each time I called in they assured me the team was on it and I would surely hear within 24 hours. I cannot tell you
how many tears were shed over this. Finally on 2/23 (almost three full weeks after escalating and at least a dozen phone calls on my end) I received an email from the 'escalation team' that yes they have our console but because it had been more than 30 days
the order was cancelled and they cannot repair without an active order. So they are going to open a new order and get started. This took three weeks to figure out! If anyone can provide me with an avenue to file a complaint through microsoft/xbox I would
be grateful. We have spent over a month on this process when it was a a factory problem from the start. Unacceptable doesn't do this justice.

 

I can understand Microsoft's stance on not allowing advanced exchanges, they don't allow it to PO BOX or British military addresses either. It is purely security and the credit card address and shipping address have to match.

However, that doesn't mean what you went through when you did send your console back is acceptable either. You can find information about where to contact on the BBB's website -

www.bbb.org/.../microsoft-corporation-in-redmond-wa-501264

Sending complaints via email isn't a good method of filing complaints with any company, you could also call Microsoft support and ask for a supervisor although Support and Repair centres are separate so not sure what they could do beyond log your dissatisfaction.

 

I have to say the representatives I have spoken with have all been very nice but unfortunately they were unable to figure out what was happening. I have asked them to log my complaint though. I will try the BBB's website. I'm hoping for a positive resolution
soon. Thanks for your response.

 

Let me know if you find anything on this. I had the same situation Military over sea's. But i got my xbox back broken(same issue it was sent in for) after paying to send it in and still am getting nothing. Support is back and forth on being helpful and
some of them try to tell me to deal with the local nation support(i don't speak a foreign language). I've keep all my transcripts since my first contact i was told they would do the advanced exchange...lies. But if you get anywhere on this please let me
know.