Getting a repair service request for an Xbox Series X

Chan2victory · May 9, 2023

Hello there!

My Xbox Series X was on the title screen for Hollow Knight when it suddenly turned off. I tried unplugging it and plugging it back in and saw sparks at the base of the device. It hasn't been able to be turned on; there appears to be no power going into the device. After a call with Microsoft Support ended with the device sparking again without turning on, I was told the device could be sent in for free for repair. The representative said they would call back and follow-up but nobody came back to me.

I called Microsoft Support several times over several months because phone calls weren't returned, Microsoft representatives hung up on me and non-automated follow-up emails weren't sent to my email. I was able to reach a representative that repeated again that the device can be sent in for free repairs with a packing label being sent to my email, but that representative hung up on me too and never emailed back the packing label.

After several months when the warranty of the device expired, I finally got a non-automated email saying warranty expired and that I would have to pay more than half the cost of the device for a repair that was promised to be free two times prior.

I feel scammed and frustrated; this was my second Xbox Series X after my previous one also had a graphical issue appear three months into having it. I have not had any working Xboxes for the length of a warranty period (1 year).

Any help would be greatly appreciated.

Thank you!

:)

Chan2victory

Hello, Geri M.!

Thank you for your answer.

Although the device is out of warranty, the free repair was promised prior to the warranty expiring.

I do not think "the best possible thing to do is to purchase a new one" from a consumer standpoint because none of the Xbox Series X devices have lasted over a year and Microsoft appears to have given representatives a way of ignoring warranties. If future warranties don't work as well, that's $1200 per year in devices assuming similar quality of hardware and in service.

Thank you for providing the instructions for speaking with Microsoft representatives, but I do not think live support is the best option as I've spoken with ~50 Microsoft representatives and have lost many hours to hang-ups and lack of follow-ups.

If there are any other options for receiving support, help or escalation would be greatly appreciated!

Thank you,

Geri M.

Hi Chan2victory,

We couldn't imagine how you're feeling right now, but it turns out that since the product has already ended its warranty the best possible thing to do is to purchase a new one. Considering that the product is out of warranty, you are most likely will be declined for refund or replacement. Although, you are still free to contact live support and see if there's something they can do with the situation. That's out take away for this case.

Please use this link: Contact us | Xbox Support

Scroll down and look to the bottom left side if you can see that the page corresponds to the country/region in which you are currently located.

Otherwise, select the country/region you are showing and select the correct one from the lists.

Be sure to use to check the available contact times of the support.

Select the "Contact Us" button

Select the drop-down menu options that will match your concern.

The next window will provide support articles based on your request, and we recommend reviewing the relevant articles before selecting the "View contact options" button.

In the final window, you will be presented with several options. We suggest selecting the "Online Chat" or "Request a call" options to talk to someone. Be sure to provide as much detail as possible.

If you are unable to connect to support, use the Virtual Agent and type this exact phrase, "Talk to an agent."

Troubleshooting that you can try in case you were unable to contact the team. Update your device and browser, use your browser's InPrivate window , or try a different device or browser, or connect to a different network.

We hope this helps and it's even better to connect with the right support, where you can get dedicated assistance, experts will provide accurate answers to you.

If you have other concerns, you can create a new post here. Create a new question or start a discussion (microsoft.com)

Thank you for understanding.

We wish you the best of luck!

Kind regards,

Moderator

Microsoft Community

Ricardo Lechuga

the steeps are for the series X also, if doesnt work, Follow these steps to request the service:

Sign in to the Device service and repair page with your Microsoft account credentials.

https://account.microsoft.com/devices/select-de...

****If your device doesn't appear, add it

Select the device that you want repaired.

Follow the onscreen steps to complete your service order request.

PlushRelic54582

Hello, As Your Xbox Series X won’t turn on, there’s probably an issue with the internal power supply. i would recommend returning it and asking for them to exchange it for a new console or
you have the option to send it for repair but sending it for repair wont be cheap. but your console should still be under warranty so it should be free.

if your sending it for repair use this link-Xbox repair request

JosefLBohorquez

Hi and thanks for reaching Microsoft Xbox gamer's community.

My name is Josef.

I'm an Independent Advisor

Hope you're doing great today despite this Nikhil

Additional information is needed, please tell me:

What console is the one that you want to get serviced?

Xbox One, One S, One X or Xbox Series X/S?

Where the console was purchased (physically) and the address used, both are from the same country?

Did you tried using a different device and try to request the repair service?

Or did you tried selecting a different but accurate category in your repair request?

Getting a repair service request for an Xbox Series X