Disc Drive Repair - Tracking Return Package

i expedited shipping to Microsoft but they standard ship back to me. unacceptable. tracked all the way to them. package left Louisiana went to "tennesee" ???, ended up in McAllen tx near mexico border. return tracking number doesn't work. chat gives you
the run around. no info no help no xbox one.

:)

 

question

For all errors reading discs, you need to check the Disc Drive troubleshooter:

http://support.xbox.com/xbox-360/disc-drive/disc-drive-solution

If non of those solutions work for you, your only option is to return your console for a repair.

 

Xbox One Buzzes while installing game

The buzzing is the beginning of a failed drive. In time it will not read a disc or Blu-Ray. So return or repair is best bet.

 

Mine went to the same place. McAllen, TX. It took 4 days to get there from Pennsylvania. It arrived on the 3rd of November. They sent me an e-mail on the 5th stating it was now being shipped back. Their site said it would be back by November 12th, but now
it says November 19th. Of course a day I won't be home.

I was also told it would take 5 days to update tracking information. We are now on the 6th business day going into the 7th. Still no tracking information.

What scares me the most is that my drive partially worked (if you flip it over and bump the bottom side of the xbox it would work for a time.). My fear is that they did nothing because they saw it working, and just shipped it back. If that happens I am going
to demand a new Xbox One be shipped to me (without the 400 dollar hold on my account). Or I am just going to trade it in and buy a PS4.

 

1 800 4my xbox is the number

 

Oh, good to know. Despite being told it takes 5 days to update tracking info the first time, and 24-48 hours the second time I still have no tracking information. Of course no one from Microsoft that can actually help has posted on this.

 

I'm in the same boat as you. Sent my console off on the 4th, and was given a tracking number on the 8th that hasn't updated since. The kicker is that I LIVE in the SAME city as the service center, and it took only two day to get to the center from where
I dropped it off. I ended up calling support and was told that the FedEx number I was given wasn't correct, and that only the Repair Status on the Xbox website's reliable. Support told me to give it till Friday, but I'm skeptical I'll see any progress for
this.

 

I sent my console out oct 31st. tomorrow is supposed to be the deadline for delivery. still no tracking.

 

I sent mine out on Oct 29th and it's been over two weeks and I didn't get back my console either. My console was marked shipped on Nov 7th. The tracking number doesn't show anything either. I think this issue is from Microsoft not being honest about the
whole situation. They told me FedEx has my package and it should come any day now. Now, my Service.Xbox.com thing shows Nov 19th as estimated time of completion again. I think Microsoft has to stop sending the consoles to Mexico or at least start being honest
about it. It's such a bad PR move especially with how the X1 started off. I feel like this is a Don Mattrick decision instead of a Phil Spencer one. A supervisor said my console is still in Microsoft's hands. I really hate this procedure. Hence why so many
people love Apple. When I go to the Apple Store, they replace my iPad in the store. Microsoft is a muli billion dollar company and should not be nickel and diming this hard.

 

I sent mine on the 29th of October. Got the "it's shipped here's your tracking number" on the 5th. It's now the 14th. I am told they ship them in bulk, but 8 (9 if you count Saturday) business days later we still don't have any tracking info let alone its
not even back in my hands. I swear this thing is being shipped in Mexico by donkey cart.

 

I wanted everyone to see the same banter support continues to give me. My favorite is "Your system is still with Microsoft on its way to a FedEx Drop facility." Unless Microsoft now owns a shipping company and their trucks are running on dollar store AA
batteries then that is a tale of ***. Here's the full chat convo. I made mention of you guys hoping to get some movement for you all as well.

info: Please wait for an agent to respond. The current average wait time is 22 minutes. Thank you for your patience.

info: All agents are currently assisting others. The current average wait time is 14 minutes. Thank you for your patience.

info: All agents are currently assisting others. The current average wait time is 14 minutes. Thank you for your patience.

info: All agents are currently assisting others. The current average wait time is 4 minutes. Thank you for your patience.

info: Privacy Statement

You are now chatting with 'Francisco'.

Francisco: Hello, thank you for contacting Xbox Customer Support. My name is Francisco. How can I help you today?

Francisco: I hope I didn’t lose you yet. Are we still connected?

Matt: no

Matt: im here

Matt: sorry

Francisco: No worries, how may I help you today?

Matt: I have a current SR I have been following up on

Matt: ################

Francisco: Thanks let me full the case of so I can assist you further.

Matt: The Xbox One has been shipped back to me as of last Wednesday, but has still not arrived. Not only that, but no tracking information has been updated on FedEx's site

Matt: from talking with the reps earlier this week you guys ship these in bulk from the service center (which is in Mexico)

Matt: The first rep told me tracking info will take 5 days to update on fedex's site

Matt: the 2nd rep told me 24-48 hours.

Matt: Here we are 8 business days removed (9 if you count saturday) and still no tracking information

Francisco: I understand normally the tracking number get activated once the console has reach the FedEx drop center and when you check the the tracking number it will be activated.

Matt: I have been checking the tracking number since last wednesday when I got the e-mail that it shipped

Matt: I already have done extra leg work with FedEx (which I expected the support rep to do). They tell me a label has been printed with my tracking number and my tracking number is correct, but it has not reached a fedex facility to be scanned.

Matt: I started a thread in the Xbox One support forums and many others are reporting this same thing. So I assume you guys are collecting our Xbox Ones sitting them on a shelf until enough can fit in a truck and ship them to us, garuntee provided be damned

Francisco: I understand that email is only to information you and provide you a the tracking number in advance. That the console has been release and on it way to the FedEx drop off center to be shipped to you.

Matt: It's been on its way for 9 business days?

Matt: and the support site says its on track to be delivered on the 19th? The only way that would be possible is if it hit U.S. soil today and it got 2 Day aired to me

Matt: so the 15 business day garuntee doesn't really mean anything i guess

Francisco: I can assured you that the console has been release and on its way to Fedex drop off once the FedEx receive the console the tracking number will be active and updated we kindly ask for your patient in this process.

Matt: I have been kindly waiting for 9 business days

Francisco: No worries as I will be updating your order on my end and state the you have made a follow up on this one.

Matt: I am worried

Matt: No one at Microsoft seems to be worried

Francisco: I understand you as I am a gamer my self and I can assured you that you do not have to worry we are working on getting your console back to you in no time.

Matt: This experience makes it hard to continue to support Microsoft. One would think with Microsoft's dwindling customer base they would want to keep those folks happy. There are people on my thread who shipped theirs weeks earlier than I did, and they
still havent gotten it.

Matt: If you understand as you are a gamer too, then you would understand not having something you bought on day one to support the company you like to have this type of experience. An experience that really has you seriously considering throwing it in the
trash and buying a competing system, and spending money in their market place.

Francisco: I understand your part on this one, and we are doing are best to get your console back to you, I can assure you that your tracking number will be activated very soon.

Matt: Alright I am going to bed as I just came off a 16 hour shift. One last question. At what point do we call the package lost in the middle of BFE Mexico?

Matt: 30 days? 60 days? 90 days? There has got to be some sort of backend tracking you guys have to track the packages through Mexico

Francisco: We declare the package lost once the tracking number been activated and you still did not receive the console.

Francisco: No worries I will be updating the case on my end so our service center can check on the status of the console and the tracking number.

Matt: so, if it never reaches the U.S. to get to fedex then.... it never gets declared lost

Matt: thats nice

Francisco: The console is still with microsoft on it way to the the FedEx Drop center.

Francisco: They have been delay of seen we are working with the weather and other factors on this one.

Francisco: I can assure you that we have a handle on this one.

Matt: Thanks Francisco. You have allowed me further vent my frustrations and letting me know by Xbox is still sitting on a shelf at microsoft's repair facility in Mexico

Matt: 8 business days after I was told it was shipped with an email that says "we shipped your Xbox One heres the tracking number"

Francisco: I can assure you that the console is on it way to the FedEx drop off center.

Matt: I am headed off. It would be most appreciated if it could truely be shipped today. Many others on my forum post would also like theirs so they can play the games that are coming out.

Matt: you just told me its still with microsoft. unless microsoft has the slowest moving truck in the world then that is not the case.

Francisco: I understand I rest assured I will be updating this case to have the this issue rectified for you.

Matt: I realistically expect the tracking info to be available by Monday. If there is nothing then at that point I will be contacting an escalation point.

Matt: via phone

Matt: thanks again Francisco

Francisco: Sure let me provide you the numbers.

info: Your chat transcript will be sent to [Mod Removed - Please don't post personal information] at the end of your chat.

Matt: I got them already.

Matt: Thanks anyways.

Francisco: You are very much welcome Matt.

Francisco: I will also add this chat session on the case notes.

Francisco: If you have more issue with Xbox Live please contact us so we can assist you further Matt.

Matt: I don't have issues with Xbox Live I have issues with getting my *** Xbox back, but I am tired, so I am going to bed now. Thanks! I have also saved the chat log as I do with each chat log.

 

Hello Everyone....

I want to put everyone at ease with factual information.

I also had my xbox one repaired and felt a little mis-lead during the return process. (Expect approx 21 days +/-)

1. In short, what happens is you should get an email saying that the product has shipped.

2. You can go to Myservice.xbox.com and you will notice that the tracking information is not active yet (you cannot see that the package was scanned and picked up to be shipped to you)

3. What actually happens is the process of sending Xbox One units back to customers is based on the number of units available to ship.

4. In my situation, I got an email on a Saturday but the Xbox One was not actually picked up until 6 days later. The reason is because there were not "X" amount of units ready to be picked up by FedEx so my Xbox along with other customer's items waited
until the "X" number was fulfilled.

Every case is not exactly the same, so the employee that would call me was very apologetic and also did research. Together we were able to determine the following had occurred.

MY ADVICE TO YOU ALL:

-Do not get upset or mad at the person who is in contact with you

-Be respectful, nice and problem solve with them as they are not shippers or members of the packaging side of things.

-Understand that they are doing their best but in the end, its up to the folks who ship and process each shipment.

We can all express that adjustments and changes should occur in the process to meet our needs but lets do our very best to understand that within 5 - 7 days your item will be scanned and shipped out to you.

**Disclaimer** this is based on my experience and a few others who i was in contact with around the same month of our Xbox One's being exchanged for a refurbished xbox one.

 

excuse me sir, after being told oh so many stories. forgive me if I don't hold my breath but this is just unacceptable. first of all. nothing sits at fedex for 6 days unless its a customs hold. texas to louisiana is never a 15 day shipment when Ms received
3 business days after i shipped from Lafayette LA. to McAllen TX with full tracking ability. just to be given several different excuses from Microsoft. deadline is today. just got off the phone with MS now im told add two more days. " which Monday is three
days away. moved to escalation add more days to see what they are going to do. who do i believe. Microsoft - saying it shipped, fedex never picked up anything, the Ms supervisor that says its on the loading dock. support chat is unable to access what they
need. phone support reading a call center script that changes call by call. I just asked for a straight answer!!! Where is my xbox 1.

I did that calm thing. but I have been lied to by Microsoft multiple times on this issue. when is enough, Enough. now im being told by microsoft there is a "ten day blackout for tracking". fedex wants Microsoft to call fedex. its so called "partner". in
this ordeal. but of course, Microsoft refuses to contact or conference with myself and fedex "there partner" to resolve this. i even offered to make the 3-way call myself. but that was told that wasn't gonna happen.

 

now im being told thanksgiving is when I shall receive my electrical child. another 2 full weeks. should hve been told that from the jump. misinformation is what support is giving.

 

Hey everyone I personally know how it feels and I'm not trying to dilute any feelings or any experiences that you had because believe it or not I've had those exact same experiences.

I'm not trying to suggest that the way things are being handled are okay or that they are the best way to handle repairing an Xbox or exchanging hardware for customers.

What I am doing is communicating to others experiences that I can validate and that I can attest to you so that if there are any questions or if anyone is curious of what to expect. These are my actual experiences and I understand why you're upset.

I just thought to share my personal experiences so that people know that sometimes things don't work out the way that they want them to but that Microsoft the company does have our best intent and mind and there may just be some opportunities that the company
can look at to better ship receive and process repair orders in the future.