Disc Drive Repair - Tracking Return Package

KillerSainTzGuy · Dec 2, 2014

I just got off the phone with support, they finally told me the truth. Its still in the repair center.

NewBlacksmurf · Dec 2, 2014

^ looks up at my other replies......

"...that email doesn't mean it was shipping. It only means that the shipping label was printed. When it ships you will be able to use the tracking #

They will ship once there are "X" amount of units to fill a FedEx truck. "

JustinSane1991 · Dec 3, 2014

I received my email saying that my console had shipped accompanied by the tracking number on 12/1, it's now 12/3 and the number still says there is no record on FedEx.com, I'm hoping there will be a change by the end of this week. I'm expecting to get my
console next week, the return date on my repair status says 12/11, so I'm hoping that that still applies. From what I understand the replacement Xbox One they are sending me comes out of Mexico and the agent told me it takes 5-7 days from the day that you
receive that initial "it has shipped" email to be sorted at the shipping facility before it gets shipped to your residence. I just want to play GTA V and Halo: MCC! :'(

NewBlacksmurf · Dec 3, 2014

My last repair took 7 - 10 days before the tracking # worked. I do not know the schedule but that was my experience. I have another repair pending and my email was sent on 12/1 as well but my service request suggests this will be resolved by 12/8 so it
should ship by 12/8

JustinSane1991 · Dec 4, 2014

It's now almost December 5th and I still cannot track my Xbox One with the tracking number emailed to me on December 1st. I've called customer support multiple times and all they tell me to do is wait... If I don't see some kind of change with this tracking
issue by Monday (Dec. 8) then I'm going to give a very angry call to customer support. The myservices.xbox.com site says estimated completion is December 11th, and customer support has assured me I WILL have my console on or before that date. I will keep you
guys posted.

XavierNH · Dec 5, 2014

hi i am from mexico, my xbox one was received on 2 december in the service center, how much do i have to wait for my console?

CODER X1 · Dec 5, 2014

im still waiting on a replacement console and forza disc it chewed up and spat out and that was about 6-7 months ago lol

JustinSane1991 · Dec 5, 2014

I just checked out my tracking number and it actually works now! I'll definitely be receiving my console by next week it looks, best of luck to anybody on this thread that is still having problems. My advice, keep on top of checking the tracking number,
it will work eventually. Mine took almost five days from the time I got the email saying that it shipped to when it actually worked.

NewBlacksmurf · Dec 5, 2014

^ Yep we seemingly are on the same pickup truck.

It still bothers me that they always sit for at least a week

JustinSane1991 · Dec 7, 2014

Just to give people an idea on how long the whole standard exchange repair process for the Xbox One takes I figured I'd make a little timeline to share my experience.

11/18/14 - Called support and made the repair order to send my Xbox One in for repair due to faulty disc drive (grinding sounds, not reading discs, etc.)

11/19/14 - Received email with FedEx label, printed label and packaged my console.

11/20/14 - FedEx picked up my broken console from my residence.

11/25/14 - Console was delivered to repair center (Laredo, Texas).

11/27/14 - Email from repair center confirming that console was delivered.

12/1/14 - Email from repair center notifying me a replacement console has been shipped back to me accompanied with the tracking number. Tracking number didn't work for several days, kept coming back as 'Not Found' on the FedEx website.

12/5/14 - Tracking number finally registers on FedEx.com and I am now able to track the progress of my console. The expected delivery date didn't show right away but after a couple hours after the tracking number initially worked it now said a scheduled
delivery date of 12/10/14.

Assuming I do in fact receive my console on Wednesday (12/10) which I have no doubts that I will then the whole process, in my experience, took 21 days (including weekends) from the day the console left my possession.

MRCOOL57 · Jan 11, 2015

Seems everyone is getting the same excuse. Why are they sending emails saying the device is shipped and its still sitting in some repair warehouse? If its shipped then it should be shipped but if its not then no label should be printed saying the device
is shipped. Almost everyone I know misses their xbox when it is gone and saying it is shipped is a tease saying its on its way home. THIS IS NOT ACCEPTABLE MMICROSOFT!

Misses Quinzel · Oct 31, 2018

Hey there, MRCOOL57! Most times, the email is sent when the label is printed, not when it's shipped. The email states that it can take several days before the tracking number is updated. This thread is a little old, and there are some Feedback suggestions
that you could check out in here. If you need assistance with any support issues, please post up a new thread detailing what you're running into and troubleshooting you've completed. This way our community can get you the individual support that works best
on the forums.

LYKTACAMP

Funny, I'm having the same issue with shipping and the tracking number. Bottom line is, Microsoft simply doesn't care enough to do right by the customer. I have had mine in twice now for the same repair and the comment I received with support was "Be patient,
all new electronics have bugs, it's to be expected." I paid $500 for this console, $100 more than the PS4. I didn't pay this money for a console to expect issues! My kids tell me at least once a week that they wished they would have got the PlayStation instead.
So disappointed. Guess what console we will be buying next time!

Steve79420

I Was Pretty *** To Find Out That Xbox One Is having Failures After The 360 Fiasco. I've Never Had A Problem With Any Other Console Or Computer. Now It Sounds Like They Have Repaired My Console And They Are Just Sitting On It? So If I Call And Complain They
Will Ship It Out Right Away? Next Time Around I Might Have To Go Back To Playstation.

zLockNLoad

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.

Ritsv

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.

KillerSainTzGuy

I just got off the phone with support, they finally told me the truth. Its still in the repair center.

Disc Drive Repair - Tracking Return Package