For weeks XBOX support has been lying to me about my console replacement, how do I get a...

I returned my console which was delivered to the service center on May 7th. I called on the 10th because the support page didn't ever update to show it was received, that person told me that the hardware support team was sending a replacement in the next day or two. No problem, thanks for the info, would have been nice if the website tracker was updated. A couple more days pass I've still seen nothing on my ticket even showing it was received, They said there was an issue with the original ticket so they opened a new one, and then told me that hardware support had not sent a replacement, but would once the new ticket was opened and they could link to it, again ok no issues. Days pass still nothing. I asked multiple times for a phone call and never received one, asked for a manager to contact me and the best I got was our support person told you that you had to wait for an update. More time passes I talk to a another person who informs me that the hardware support team has already given the replacement console to UPS but there is a delay in the tracking number being sent out. Alright but at this point I know that I've basically heard plenty of stories just to get me off of the chat, but I've never had a problem with any of my returns until this one , I give them the benefit of the doubt. Again "shocking" no updates not communications, I contact support again and give the support person a list of questions I would like a manager to respond to since apparently even after multiple interactions you are not allowed to contact a manager /supervisor I get an email telling me that someone had already told me I had to wait while basically avoiding my questions except to say that someone tried to call me, so I provide a list of my call logs from my phone company to show them that no one ever has and ask them to point to the calls that they supposedly made....no reply from the "manager" I speak to yet another new person who tells me that once again they are going to solve my issue and they will be the last person I have to speak to on this because they understand my frustration, because at this point I'm openly telling them that previous people have lied to me about my return. Here is most of the chat with any personal info taken out

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thank you very much for the details Brendan, I'm sorry to read you have a current case you haven't received any updates for, don’t worry, I will do my best to help you and check all my resources in order to provide you with the best assistance regarding your issue today! I want to kindly let you know my responses may take 2-3 minutes, I would like to thank you in advance for your patience and comprehension, please bear with me on this chat so we can get this sorted together.

ok thsnk you

Thank you for your patience, sorry for the delayed response. I am able to see there's an order in progress for your Series X console, and also there's a tracking number that generated could you please tell me more details about the current order ? did you send the console ?

Yes, so the original console was sent against a ticket from Apr 9th

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that is the orignial tracking number

Apparently the serial numbers did not match so they opened this second ticket, but they already had my console

Do they not put notes in any of these support requests I've made?

there are several cases created on your account so I checked the one you shared at the beginning, this one stated there was an escalation for an investigation process and you will receive updates but it seems this hasn't happened, we would like to apologize for all the inconveniences and I will make sure to get this sorted for you Brendan

please allow me 3-5 minutes to consult with our hardware team in order to get the more information or update about your order

OK thank you, I'm just tired of being lied to about this, I should have already had my console back by this point, and no one is willing to call me or do anything so far except just tell me somone will contact me and then do nothing to follow up

No worries Brendan I will make sure to get this matter addressed properly and will check what would be the next steps

thank you a lot for your time and patience Brendan, I was able to consult with our hardware team and they have further checked the case, the console will be shipped next week around Monday - Wednesday and you should receive it from 3-5 business days after it's shipped

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I called today and was given a different story, how do I contact someone who can actually give me a real update and resolve this issue?

:)