Faulty Xbox damaged in transit, labeled as "Tampered", $70 extended warranty voided

Hey anyone and everyone, I am having serious issues with my Xbox One experience.

I recently decided to trade my Xbox 360 Slim in for a brand new Limited Edition Call of Duty: Advanced Warfare Xbox One on the November 3rd Day Zero release. It was beautiful.

After a little bit, I noticed that COD:AW kept on crashing to dashboard. After some fruitless troubleshooting with Xbox Support, I had the good idea to factory reset, download some free games, and then download COD:AW. Turns out, this worked, which indicates
a bad sector of memory.

Soon after, I tried to play a BluRay disk, and the optical drive just clicked repeatedly and did not read the disk. The same occurred with DVDs, so I sent my Xbox One in for repair.

A little over a week later my package arrived in at the Microsoft repair facility. After obsessively checking the Xbox MyService website for a week and a half, it finally showed that my Xbox One was on its way back. I was so excited! I did notice that my
warranty showed 1 Jan 1900, which was concerning since I had purchased the extra two years, but I decided not to worry about it until my Xbox came in.

Another week and a half later, my prized console came back. I opened it up and noticed that the console was warped and had lots of damage. You can't really tell from that one picture,
but the corners are warped and shattered, there is major damage to the venting (almost half were sheared at the bottom). I also noticed that the anti-tampering sticker had not be re-affixed properly and there was a letter included that said my expensive warranty
had been voided due to tampering. I knew this was probably due to the damage incurred from shipping, so I called Xbox Customer Support again to get it sorted out. They told me that I could never get my extended warranty back, and that I would have to pay for
out of warranty repairs, which could be up to $150. I explained to them the situation, but they would not budge: the console has been listed as "Tampered" and would never get an extended warranty again, even though it was only the external anti-tamper that
was damaged, and not the internal one (I had to press them a little bit to get this information).

After calling back the next day, when the higher-ups were there (I asked for an escalation), I was informed that nothing had changed and that I would have to contact FedEx and file a claim, even though the shipping was paid for through contract with Microsoft.
They would not work with FedEx for me. So I contacted FedEx, who asked me to fill out a claim form and include receipts, pictures of the damage, and the damaged shipping box. I called Microsoft back and asked them for any documentation, pictures of the console
or shipping box, or the box it was shipped in. Unfortunately for me, the warehouse workers do not do any of these things, and the burden of proof was on me.

Has anyone encountered this and had the situation resolved?

More damage pictures

:)

 

broken tray on 360 slim

[quote user="Barryware511"]

it is my understanding that if the seal has been broken or tampered with, MS wil not even look at it.

[/quote]


That is correct. If the seal is broken, it means that the warranty is voided. Microsoft will not repair it.

 

Warranty was voided.

My warranty was voided without explanation other than "it was tampered with". Any way to get info on what was tampered with? and how to appeal?

Thanks

 

On Day 39 with no resolution. I filed a claim with FedEx per Microsoft's direction, after they refused to file a claim for me. A week later, I received a letter stating that my claim had been denied as Microsoft's contract with FedEx specifies that only
the shipper may file a claim. After contacting Microsoft support, they still refuse to work with FedEx even after giving them the letter. Neither company is taking responsibility for the issue.

I have spent $80 on packing, shipping, and gas in order to get this fixed. I have spent 9 hours and 4 minutes working with Microsoft and FedEx on this issue and my $560 COD:AW Xbox One with voided extended warranty is still not fixed.

 

The same thing happened to me. I got a thermal shutdown error. I called in for repair, shipped the xbox one the same day. As above I got feedback that my xbox was on the way back same time frame and I got the news the same way by looking at my account and
seeing warranty void. I have a few scratches from traveling on the console. Some idiot labeled my xbox as tampered with which the sticker is still in tact. Why would I purchase a warranty and open my xbox thats just stupid. I'm just about done with xbox. Thanks
for losing an unvalued customer.

 

the same thing just happend to me but i was shipped a new console then accused of tampering with the internals of the old one (after they claimed i did not send the old one back that is) then when i provided proof of delivery i was told i "messed with the
internals" WHAT A JOKE i dont even know how to open a friggn xbox thats why i sent it to them im done with xbox as well cancel your card so they cant charge you. SAME exact console to the dang call of duty one mine had a really loud fan.

 

Did either of you get a resolution? Microsoft support still won't honor my warranty and are claiming that no shipping box damage was noted at McAllen or the Mexico repair facility.

You should file a report with IGN, they have this thing called "IGN Has Your Back".

This issue is starting to look like a trend, and I think IGN will help resolve it if we all report it to them.

 

Supriseingly yes. I received a email from "global escalatetions" today with a apology and a code for a free 12 month. Never seen them own up to somthing but I have to give credit when it's due. Haven't tried the code yet but it's official mail so I assume
it's valid. I don't know if they saw my post here and looked into or if it was the chat I had with them or the email I sent but someone listened to my side and investigated

 

Did they reverse the tampering tag on your Xbox as well? How long did it take before they fixed the issue?

They are trying to get me to pay $150 to fix my Xbox out of warranty, which is a complete sham considering I paid $70 for the extended warranty. Even if i did pay to have it fixed, my extended warranty would be gone forever.

They offered me $60 of free xbox live, which is stupid because my Xbox is still broken.

At this point, I just want a refund. This has been an awful experience...

 

For mine they did send me a new Xbox so idk why would they send a new one if my old was was tamperd? I just think on mine someone made a mistake. Yours does sound like more of a mess I always wondered what happens if somthing was damaged in shipping surprise
the shipping company won't pay for it who would have thought? The box my Xbox came in was also damaged but not the contents thank god.

 

Hey there JTizzleSkizzle, HOT RODxTHA GOD, A42YearOldArab !

I am truly sorry to hear about the repair issue and I can definitely understand how frustrating that could be. It looks like you have already been in contact with the appropriate teams and If you have any further inquires, I recommend reaching out to the
them for further assistance. If you would like share feedback and experiences, feel free to make a post in our General Discussion Forum. Once again I am sincerely sorry to hear
about the issue and any inconveniences this may have caused.