Escalation/advocacy department please respond!

SR#[Mod Removed], it's been over 2 weeks now. I've had issues since my first preordered one console. Can you please explain your process so all of us just waiting for an answer know what's going on? Why would you send me a console with
an error code for a advanced exchange? That's 3 now that don't work! I think for us loyal Xbox customers that have supported your brand over these years deserve atleast to be treated better than this. Why don't you guys give us your smart phones for 2 weeks
and let us know how you feel when you don't know when we are going to give it back and not sure if it will even work when you get it! Might be a bad example but I hope it illustrates some of my frustration.

:)

 

What a nightmare!!!!

If you know your repair ticket number, I would suggest requesting an escalation of your case to the Microsoft Advocacy department.

 

Escalation team/Advocacy group

Give the support hotline another call and ask immediately for the advocacy team. The advocacy team and simple basic support seem to forget to call back and respond alot to customers.

 

The whole escalation process is incredibly frustrating, it can take weeks to get a response from the advocacy team. I had an issue with my original console, processed an advanced exchange and was sent a console with a loose front plate and the console couldn't
stay powered on. Sent it back and eventually processed a new advanced exchange, I was then sent a used Xbox that had a faulty fan. Sent that one back and replaced my original with my retailer.

I would stay clear of the advanced exchanges from my own experience and unfortunately, all you can do is wait for the advocacy team, an email or phone call will come... eventually. I received an email 3 weeks after confirmed delivery of my 2nd advanced exchange
back to Xbox from an advocacy team member who didn't even have the tracking number and assumed I hadn't sent it back. The customer service is appalling.

 

Yes it is- it also doesn't help that you never talk to the same person and sometimes can be given completely different information. I was told I was getting a new replacement and like I said got a used one that already had an error code. Microsoft where
is your quality control department, customer relations department? Do you not see what's going on or are you just ignoring us?

 

Generally, a warranty is your promise, as a manufacturer or seller, to stand behind your product. It is a statement about the integrity of your product and about your commitment to correct problems when your product fails.

Doing some research on what the law requires for a warranty-stay tuned

 

The implied warranty of merchantability is a merchant's basic promise that the goods sold will do what they are supposed to do and that there is nothing significantly wrong with them. In other words, it is an implied promise that the goods are fit to be
sold. The law says that merchants make this promise automatically every time they sell a product they are in business to sell. For example, if you, as an appliance retailer, sell an oven, you are promising that the oven is in proper condition for sale because
it will do what ovens are supposed to do—bake food at controlled temperatures selected by the buyer. If the oven does not heat, or if it heats without proper temperature control, then the oven is not fit for sale as an oven, and your implied warranty of merchantability
would be breached. In such a case, the law requires you to provide a remedy so that the buyer gets a working oven.

 

thats wonderful to hear. I have been sent to them because I purchased and got billed for an extended service plan, but MS has no record what so ever that I did. It was on my account, its on my credit card, I got a reciept email, but now its gone 100% missing.
They told me I would hear from them in 3-4 business days......

 

Yea pretty sure they told me 24-48hrs when I talked to the 1st guy. Then it was 5-7 business days, then 4 business days from the 2nd time I had called, to "they are pretty busy and lets give them 7 more business days and if they don't answer I will do another
advance exchange for you"

 

well at least in my case its not about not being able to use the console, its just the service plan, which if they don't fix I will just dispute the charge with my credit card company, that MS failed to deliver the product, i.e. attaching it to my account.
I have all the proof I need for MS to do the right thing, question is will they.

 

True- well hope it works out. I really wish I got that warranty now-just never thought it would be this bad.

 

Still no answer- absolutely nothing!! How can you treat people like this? Over 3 weeks now, was suppose to be 5-7 days!! Can you please explain what is going on?

 

1 week and counting on mine, that don't contact me in a week or so, just going to dipute the charge for the undelivered esp

 

14 days and counting, not a word and normal reps won't say anything

 

I'm on my 4th XBOX One. I purchased a Day One edition and wrapped it up for XMAS for myself. Once I set it up (on XMAS) the DVD ROM would not take any kind of disk. After setting up Advance Exchange (after 8 hours of my time repeating myself) I received
my second console (two weeks later)which was broken on arrival. The TV output wouldn't work. I called again and another $550 on my CC for Advance Exchange I received my third console. This was completely dead when I started it. I immediately called and
was told someone would get to me in four days? What? M$ you sent me a broken unit, replace it? Well as we all can see, our hands are tied. I called daily and was told iseveral things from "it's way" (but couldn't provide a tracking number) to the advocacy
team is very busy (must be because the product sucks). I opened the ticket up on FEB24, 2014 and finally received a call on March 11th. Far from being ***, I setup advance exchange again. Received a confirmation email but no tracking number. When I looked
up my service order after three days it had been cancelled. No reason, just cancelled. I immediately emailed the advocacy team (as you can't just email the representative directly) and called into the support line to find out what the heck? They didn't
know why and said they were having trouble setting up advance exchange for this case (with a $20,000 limit on my CC) and the only option I had was to send the unit back with a provided pre-paid FedEx shipping label. At my own cost to box it up, I sent it
back. They received it Monday, March 17th. No confirmation that they received it. In fact when I called they said I received the replacement on Feb24. Support doesn't even read their own case notes. Frustrated beyond belief I had no option but to wait.
I finally received an email saying they were working on my console. I don't want them to fix that piece of crap, I wanted a new unit. Sorry it's refurbished. I'm still waiting for an update. If I was to do this to my customers, I wouldn't have any. If
all my options are to speak to a front line that is completely useless and wait on an advocacy team that isn't much better I'm stuck waiting again. It's been well over a month now to replace a broken unit they sent me. So far I have not been able to use
an XBOX console since, well November when I bought my Day One edition. I'm happy I'm not the only one, but is sounds as if M$ still doesn't get it. Please M$, if you even read your own Forums, get this message loud and clear...Your warranty and support are
worthless. integrity has been tarnished. It's not like I spent a few bucks, we spent at least $499 not to mention the games we had to purchase too and abandon our XBOX 360 investment. Boooooo M$.