How do I get support for an Xbox Design Lab purchase I never received?

Astonz · Nov 6, 2022

I purchased an Xbox Design Lab controller a little while ago and I never received it. I received a notification that the controller had been delivered, but it was nowhere to be found.

After a long time waiting for Fedex to get back to me, they told me it got delivered to the address they were given and then they provided me that address. The only similarity between that address and mine was it was in the same city.

I'm finding it impossible to get support from here. There are no options for purchasing support there and so if I choose another option and try to get a call back, it just fails and says "Something went wrong on our end. We're working on it".

There's no options for just logging a ticket for them to get back to me. Normally if there are shipping issues, the correct action is to contact the seller to take it up with the shipping company but I can't find any contact information.

Is my only option to contact my credit card company to request a chargeback?

:)

Georges C.

Hello again, choose some category so that you can enter the chat, the option to enter the chat with a player appears in the system , but will have to go through this process of the virtual agent and then will be attended by someone who can help you.

Astonz

But that's the problem. I'm trying to contact Microsoft support directly, but none of these options are relevant

And even if I choose another option, there is no chat option (only an option to 'chat with a gamer', which obviously wouldn't help). During service hours there is an option to ask for a call back, but that doesn't work because of the issue in my first post.

That doesn't leave me with many options, unfortunately.

eds1989

It is pretty poor.

I did eventually manage to fudge my way through the VSA and speak to someone, and they had a record of my issue from multiple previous attempts to contact someone, and they got a ticket opened straight away.

They've apparently shipped my missing cable now, but it's ridiculous how difficult it was to just speak to someone! Especially as they resolved it so quickly. Imagine how much less frustrated I'd have been if it went straight to them in the first place!

Come on Microsoft!

Astonz

It's pretty ridiculous.

I did find that I could get directly to the virtual agent by going here:

https://vsa.services.microsoft.com/en-nz/v1.0/

(or for you in the UK you'd probably then this would be the one for you: https://vsa.services.microsoft.com/en-gb/v1.0/ )

Unfortunately, when I ask it to speak to a human agent, it just says 'escalate' and it's broken from there.

I feel like it could only be deliberately broken if every method of escalation is broken simultaneously, right?

eds1989

This is the dumbest situation ever! I have been going round in circles for hours trying to get through to the right team about my order query.

I have the same issue as the OP, although I am in the UK. I just need to speak to someone, but every time I request a call back, it says something went wrong.

I see no option to enter a "Chat" with a real person via the virtual agent, and calling the Microsoft Sales Support team, they just passed me to Xbox technical support, who, unsurprisingly, couldn't help!

This is infuriating, as I just need to query a missing cable from my order, it's not a difficult query.

Is there anywhere else that Design Lab support information is published so I can just bloody call someone?

Cheers

Eds

How do I get support for an Xbox Design Lab purchase I never received?