Escalation/advocacy department please respond!

I am now almost to the end of week 3 waiting. I have contacted standard support twice only to be told they are still working my case. I lectured them on the total lack of respect for the customer by making zero effort to communicate. In my case its an
Extended Service Plan I purchased that was on my machine/account then went MIA. I have provided CC records and email receipt yet nothing has been done, at least in my case I can still game. all started on 3.11.14

I love that its the customer advocacy team, yet they won't talk to, update or communicate with the customer in any way for weeks. They get max two more weeks, then I do a charge back for failure to deliver the product. After 8 360s realy starting to wonder
why I did not jump ship to ps4

 

Just an update, I received an email from the Advocacy Team saying they see I receive my replacement console? What they haven't even sent it yet! Still waiting on a tracking number....Just another case where the right hand isn't talking to the left hand.

Now I'm not even sure I'll receive one as they think I already did

 

Okay, just received my "repaired" Xbox that was originally sent broken and it dies 16% through updating itself. Now the power button doesn't work.

Personally I get $250 for what I do for a living. I've spent over 35 hours trying to get this resolved.

That's $8,750 of my own time. Don't buy one....you will only feel like you've been ***!

 

Update- called after never receiving anything from the advocacy dept for 4 wks- the guy told me that 2 days prior the advocacy dept had emailed me and since I didn't respond in 48hrs( after I waited 4wks) they closed the case! Too bad they sent it to the
wrong email!! Nothing I or the person helping me could do- either start all over or just give in and do another advanced exchange. I just did the exchange again. Well, got it and ghost(cod) didn't work so I tried titanfall and it worked. Well after waiting
so long, I was content to just not play ghost( paid for a season pass) and just play titanfall with some buddies. Now titanfall doesn't work- serious issues with this product!! Don't let them tell you these are just isolated rare problems because the guy
who helped me last told me "something has to be done about the manufacturing, I get 5-6 calls like this a day." Wish I had better news for you but I think the poo poo is going to hit the fan with all these issues!

 

Honestly, from my own experience I wouldn't deal directly with Xbox unless I had no other choice. The support staff are friendly and are as helpful as possible, but that is the problem, the majority of the time there isn't really a whole lot they can do.

Depending on where you got your console from originally, you should be covered under the warranty by the retailer anyway, I purchased an extra year with mine also. After two failed advanced exchanges where I was sent refurbished (and still faulty!!!) replacements,
I simply wandered into the shop where I got my console from, showed them my receipt (and extended warranty) and they gave me a new console in 5mins.

My console was working fine but then developed a disc drive fault (It was caused by the beta update, but Xbox refused to acknowledge this despite numerous attempts by me to point it out.) Again, I got my console replaced with no problems at the shop. The
new console had the same problem (Beta update again) and eventually Xbox acknowledged the issue and now the disc drive works perfectly fine after a new beta update.

Moral of my story, if at all possible, do your replacements with the retailer. Xbox clearly have no idea what they are sending out, no guarantee you will get a brand new console and even if it is someone elses 'repaired' console, it might still have faults!

What I would try not to do is to make the assumption all of the consoles are broken and take some big 'high and mighty' stance against Microsoft. Yeah, the service you are getting from there here is awful, but once you get a working console in order the
Xbox One really is a great machine, I just wouldn't hold my breath on getting a perfect working one from them directly, I'd do my business more pro actively and take it up with the retailer.