How do I make a complaint about a 'service order'?

CapabilityBrown · Jan 12, 2022

Hello,

I had thought that returning a faulty item, under warranty, would be a simple affair, but apparently not.

I was gifted a wonderful Xbox Elite 2 controller in October 2021 (originally purchased from the Microsoft store), but during December it started to have stick drift. Updates did not resolve the issue, so I raised an order in my account to have the controller replaced under warranty. I received an email confirming the return, and stating that the returns label would be sent in a separate email. It also stated that the label was stored in my account (in case I had trouble getting it).

I waited 3 days, and no further email arrived. I checked my account, but could not trace the label.

I then embarked on contacting Microsoft support (by telephone). I was put through to the Xbox team. On the first occasion, I was told the email would be reissued, and that I would receive it within 24 hrs. It did not arrive (spam, etc. checked). On the second occasion (2 days later), I was told that the email was sent again, and that the support agent would phone me by 6pm that evening to check all was well. No email, and no phone call. On the third attempt (a day later, this time by chat), I was told that there was a problem with the system, and that I would be contacted by email within the day to ensure that I got the label. No email.

It's now ten days since I raised the service order, and I'm no further forward.

Is there anyone who can point me in the direction of some help, or information on the complaints process?

Any help appreciated.

:)

Georges C.

Hello, first it's a pleasure to be able to help you today.

My name is welcome to the community.

Hello CapabilityBrown, I sorry that this situation is occurring, as this forum is public viewing and unfortunately as independent consultants we do not have access there is some data nor your account, unfortunately the best way for you to get some information about your control, or the shipping label is with xbox support, but please contact via chat and ask to continue your process.

When you opened the warranty service order you must have issued a number, pass that number to the agent, and it will continue the procedure.

https://support.xbox.com/en-us/contact-us

CapabilityBrown

Hi,

In the end I had to cancel my order, and re-create it. This time I got a link to a label. Pity someone couldn't figure out that the process had failed somewhere the first time.

Anyway, the label is a UPS label, which I was directed to use and bring to UPS collection point. No good to me as there are no UPS collection points, or locations where I live. In the end I had to phone UPS and (after being told that there must be some error with my address), I finally got to speak to an agent, who has arranged a collection (by another courier) tomorrow.

All of this goes to show that a process may work well for the majority, but when it comes to remote locations, there doesn't appear to be a way to customise returns.

I would like this fed back to Microsoft, but there doesn't seem to be a conduit for that. It will certainly make me think twice about ordering from Microsoft store again. Just glad it was a controller, and not a laptop, etc.

Many thanks for your time taken to respond. I will bear it in mind for the future.

Kind regards.

D4vid 360

I believe you can only "rate" him/her after the chat is closed. When i did one, i had to chose a rate between 0 and 5 stars and i had to leave a comment. Maybe someone knows another way, but i believe you can only complain here leaving a feedback, but
it would be general feedback, unless you specify it: https://beta.support.xbox.com/contact-us

Nathan De Graw

My complaint is about the service, and the fact that i still cant get live. How does that not make sense? Getting hung up on is a valid complaint, someone interjecting their opinion of what i should do on fathers day isn't right in any customer service environment.
I fail to see how my complaint is weird just because its not about my xbox? Terrible customer service is a completely valid reason to complain.

Mister Taurus

Hi there,

Thank you for reaching out to us. Can you clarify what kind of support you're seeking, some details should help us understand the issue that you're seeing. Of course, keep in mind that if it's a change in services, that you can make such suggestions over
user voice website. Otherwise, you can reach out to a support line for help with issues that can be immediately addressed. We're here to help.

How do I make a complaint about a 'service order'?