Having a horrible experience with XBox One repair process

I am having a horrible experience with the Xbox One repair process.

My Xbox failed on 2/15/15. It wouldn't power on. I followed the steps on the Xbox website to troubleshoot and determined that it was a console issue and my Xbox One would have to be sent in for repair. I followed the steps on the website and opted to pay
the 20-something dollars which was to include expedited shipping and a free box and packaging at Fedex. I submitted the request, grabbed my Xbox One and headed for my local Fedex store. I get to the store and they told me that the order won't appear in their
system for 24 hours. I don't remember reading anything about that delay on the xbox website during the process of submitting my repair order. I go home frustrated that I've wasted a trip to Fedex and will need to go back the next day.

I wait the 24 hours and go back to Fedex the next day. Fedex sees the order in the system, but says it only includes the shipping, not the box or packing materials. I tell them that I paid extra to cover the box and packing materials too. They tell me that
I'll need to contact Microsoft about that. They also tell me that they've had this problem before with other customers. So this is another wasted trip to Fedex.

I drive home and contact Microsoft. The customer care rep tells me that the order shows in their system as expedited and including the box and packaging. The Fedex person must be confused. I tell the customer care rep that Fedex mentioned that this has been
a problem for other xbox returns previously. The care rep tells me everything looks ok in their system.

I go back to Fedex the next day. They lookup the order in their system. Not only does it still not reflect that box and packaging are covered, it now lists the shipping as ground, not the expedited shipping I paid for. I politely ask the Fedex agent if they
are certain, because this is sounding to me like they might not know what they are doing. They call over another agent to double check and he confirms the same. So now two agents are saying the order info from Microsoft isn't right. I can see from their name
tags that one is an assistant manager and both have worked for Fedex for more than five years. This doesn't seem like its a matter of them not knowing what they're doing. One of the two agents is a gamer and decides to help me out. They give me the box and
packaging even though the system doesn't show that Microsoft paid for it like they were supposed to have done. They also switch the shipping back to expedited as opposed to the ground status. I thank them both for their help and suggest that they have their
IT folks followup with Microsoft. Something is wrong. I leave Fedex glad that my Xbox one is finally on its way to be repaired.

Microsoft care reps had told me it would take about 14 days for a repair, so I periodically check the website for status. One day I notice a status of "repaired". I was a bit surprised because I never received an email or other notification from Microsoft
letting me that the console had been repaired and was on its way back to me. I only found it because I looked. I think "great, I'll have my xbox one back soon".

Over the next several days, I continue to check status on the Microsoft website and to check the tracking number privided on the Fedex website. I see the package move from Laredo, TX to Ft Worth, TX and then nothing.

On 3/5, I contacted Microsoft care again because the package didnt appear to be moving. The Fedex site wasnt showing any scans since the package arrived in Ft Worth on the 2nd. At this point, I'm concerned because in my experience when you dont see movement
on the tracking website, it often means your package is lost. The Microsoft care rep listens to my story and checks my account. He suggests I contact Fedex. I correct him that this is a Microsoft shipping issue and that he should contact Fedex. He gets supervisor
approval to do that and contacts Fedex on my behalf. I wait on hold. He comes back to me, tells me Fedex apologizes that the tracking isnt being updated, but that I will get the package on 3/6 as expected.

On 3/6 (today) I check the tracking status on Fedex website again, and its still not updated. I decide to call Fedex myself since Microsoft Care hasnt been very effective so far. Fedex says the tracking isnt being updated because the package is traveling
by truck. They also tell me that the truck has been delayed and I wont be getting the package today on 3/6. The microsoft care rep didnt mention either of these things yesterday, so Im wondering if he really called Fedex. I think if he had he would have known
this and told me. I'm disappointed but tell myself that shipping delays happen sometimes. But then I realize that I paid for expedited shipping. Why is my xbox being driven cross country on a truck?

So here I am, waiting for my (hopefully) repaired Xbox One with no idea if or when it will arrive. I paid for additional services (expedited shipping, box, packaging) which I haven't received. I am not calling customer care again because they don't seem
to be able to actually do anything other than look up my order. I'm writing this post in the hopes that someone within Miicrosoft with some ability to help will read it.. I've owned a Xbox, 2 Xbox 360s, and now a Xbox One and have never been so disappointed
as I am right now. If I could go back in time to the day I bought my Xbox One, I'd buy a PS4 instead.

What I think should happen next

1)Someone within Microsoft Care who is empowered enough to be able to help should contact me.

2) Microsoft should contact Fedex and find out where my package is and when I will receive it. Then let me know.

3) Refund the money I paid for box, packaging, and expedited shipping. You have not delivered on what I paid for.

4) Stop offering a paid option for expedited shipping, box, and packaging. It's not right to charge for something you can't deliver

5) Revamp your communication processes for repairs. Update your website to tell customers to wait 24 hours after submitting a repair order before taking their console to Fedex. Send email notifications to customers once consoles have been repaired. When
their package ships, email the tracking number so customers know when their repaired console will arrive. These are basic things, that I'm shocked and disappointed Microsoft does not do.

6) Start offering cross-ship again for returns. This was common practice with Xbox360 returns and should be reinstated for XboxOne if your repair process is going to be so horrible.

7) Look into your problems with Fedex. Based on my conversation with the Fedex employees and a quick search on Reddit, I am definitely not not the only one who has experienced this problem. I think there may be a some kind of system issue regarding how order
info is passed along between Microsoft and Fedex. If not, one of your two companies is messing this up.

Closing



I'm sorry if this post sounds like I'm whining. I understand stuff happens. Electronics sometimes fail. Shipping is sometimes delayed. But overall I still feel mistreated by Microsoft. There's been a lack of basic communication/notification, and I paid additional
money for services I'm not receiving. Has anyone else had this kind of problem? Is there anything else you recommend I do?




:)

 

E100 Error - Bricked Console - XBox One Day One Edition

I can't even get someone to help me process a repair at MSFT. Fortunately Amazon is awesome and letting me exchange it, and they are over-nighting me a new console. I'll have it on Monday which beats 1-2 weeks from a MSFT repair process. Either way this
has been a horrible experience all around.

 

power brick problem

Hey there Sniper! If you are having an issue with your power supply, you can request a replacement. If it is in warranty it will be free. You can start the repair process online here:

support.xbox.com/.../repair-process

 

Hey there Knobby Foot!

I am truly sorry to hear about the negative repair experience! I can definitely understand how frustrating that could be. Since your console is in transit the best way to find out an updated status on your repair shipment would be by checking with FedEx. If
you would like to inquire about a refund on repair services, you will need to reach out to phone support for further assistance.

We certainly do appreciate your feedback and suggestions. In order to make sure that your ideas for future improvements get seen by the right folks, I recommend making a post on our Xbox Feedback page. If you see that
someone has posted an idea similar to yours, feel free to vote for it. Once again I am sincerely sorry to hear about the repair issue and any inconveniences this may have caused. I hope that you receive your console back swiftly so that you can get back to
gaming soon. Feel free to post back letting us know how everything went after speaking with support or if you have any further questions. Thanks!

 

Give it 6 days dude that's when my updated its on the way now for it it was done last Wednesday and they shipped it out on the 1st

 

I know this is really late and I don't have an answer, but basically the exact same thing is happening to me. It is absolutely ridiculous and make me want to buy a PlayStation instead.

 

Hey there zBlackBlaze!

Sorry to hear about the issue! In order for you to receive support specifically tailored to you, I recommend creating a new thread. Be sure to include the details of the issue as well as any troubleshooting steps that you have tried. Thanks in advance!