How to get support for issue that has gone on for over 2 months

1. Ticket number is [Mod Removed]. My gamer tag is . I want this issue escalated immediately to someone with actual decision-making authority who will make it right.
   
2. Beginning in December 2015, my Xbox One began powering down on its own and then having difficulty powering back up. It would start up on a completely black screen for 15 minutes or so, then go to the green Xbox screen for approximately 45 minutes, and then
   display a system error: E200 000000EF 000000. There was no explanation for this error, and no useful information from Microsoft Online.
   
3. On February 7, 2016, I completed a service order ([Mod Removed]), and on February 8, I sent the Xbox One in for repair.
   
4. The device was received by Microsoft on Thursday, February 12th, but the status of my online order was not updated. I waited until Friday the 13th and contacted Microsoft support to find out what was happening with my Xbox. After trying
   chat, telephone, AND Twitter that day, I still received no firm answer about the status of my Xbox.
   
5. As your web site indicates, the status of the service order should change, but it did not. I explained repeatedly to your representatives that the online process was not working as intended, but was told simply told things like, “don’t you worry,” in addition
   to wildly conflicting descriptions of what was happening and what to except.
   
6. Since no one was listening, and to prove my point, I cancelled my service order. This should not have been possible, since your web site clearly says, “Services may not be cancelled or refunded once Microsoft has received my Xbox Product and has processed
   my Order.” But it turns out the cancellation was processed with no issues, which proved my point.
   
7. I tried again to get answers on Sunday, February 15th, and finally reached a floor supervisor, Kameron (L: *** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. ***) via telephone. Kameron was the first person
   out of the six I had dealt with at that point who actually gave me useful information, telling me that while FexEx showed that my Xbox actually arrived at Microsoft, it would not actually be delivered to the service center for a few days, and that’s why my
   status wasn’t being updated.
   
8. Kameron told me that the current issue with status updates was that I had cancelled the service order. I explained to her that I did so to prove the process is broken and to try to get attention when the resulting error surely popped up in the support center.
   Kameron told me that she had added extensive notes to the order and that the repair would proceed, but that I wouldn’t be able to see any status updates online until the 26th of February because of the cancellation status. I was somewhat satisfied
   that at least the issue was being addressed at that point.
   
9. However, on Februrary 23rd, I received my Xbox One back from FedEx. As I soon discovered, the device not only had not been repaired, but it had now been damaged in transit. The faceplate had been snapped off one end and cannot be placed back.
   I don’t know what other internal damage may have been caused. I have provided photographic evidence of this.
   
10. On February 25th, I reported this to Xbox support and was told that I should pursue the issue with FedEx. I noted that FedEx’s procedures online indicated that only the contract holder could be reimbursed for damage, but the Microsoft support
    rep “strongly suggested” I take the problem up with FedEx. I can provide this transcript as well.
    
11. I then filed a claim with FedEx as instructed, along with the appropriate documentation and photos, only to have it denied because FedEx said only Microsoft could file a claim per their contract with you. I can provide you with FedEx’s letter. This is what
    I told the Microsoft rep in the first place, but I was given erroneous information.
    
12. I contacted Microsoft again, and chatted with a supervisor named Kis. Kis told me that my Xbox had actually arrived damaged to the repair facility, and then told me that the repair center accused me of tampering with the Xbox. I was told it was shipped back
    to me because of the damage. I pointed out that it was UNDAMAGED when I sent it, and that it was returned to me with NO documentation, NO update, and NO evidence of it being damaged.
    
13. I expressed my anger and disgust at being accused of tampering with my Xbox and lying about it, and Kis assured me he or she understood and that this was not the service experience I should expect. I did not, and never have, tampered with my Xbox. As infuriating
    as this whole sorry episode has been, that accusation is by far the most insulting and outrageous part of it.
    
14. Kis sent me photographs of the obviously damaged shipping box and Xbox from the repair center and told me to file a new claim with FedEx.
    
15. I filed a new claim with FedEx, which was rejected, because even though I dropped the Xbox off with FedEx for shipping, it was done under a Microsoft label. FedEx’s shipping contract with Microsoft says that ONLY Microsoft may file claims. That makes twice
    that I have been told by a Microsoft rep to file a claim with FedEx when they MUST know that only Microsoft can do so.
    
16. The last encounter I had with a support agent, Glen S., was via chat and was mostly positive. He assured me he would take personal ownership of my case and see it resolved. He promised me a resolution by April 7. He then followed up with a couple of
    e-mails prior to the April 7 date. I responded to all but one of those. On March 31, I received an e-mail from Glen asking if my issue had been resolved, and informing me that he would close the case if I did not respond within two days. "Odd," I thought,
    but I responded. No reply from Glen. Five more responses over the next week. No response whatsoever. So more *** runaround from so-called "support."
    
17. I have now purchased a new Xbox One because I could no longer wait for this seemingly unending scenario to be resolved. I feel like I’ve been jerked around, given bad information repeatedly, and been treated like a nuisance rather than a loyal customer who
    has spent thousands of dollars with Microsoft in the gaming arena alone, not to mention the personal computing and mobile phone arenas where I have also been a steady customer. All I’m looking for now is an end to this miserable experience.
    
18. If you want to file a claim with FedEx and reimburse me, that’s fine. If there’s another approach, that’s fine too. Just keep in mind I have now purchased another Xbox One due to all this craziness. Please understand that I don’t particularly want to go
    through any long chat session where I have to repeat all this, so please connect me straight to a supervisor or anyone who can actually once and for all deal with this situation and get it resolved quickly.
    
19. This ordeal is now over two months long. All I want is an answer from someone with actual authority about how exactly Microsoft is going to make this right and when it will happen. I don’t need any more kind words about how I shouldn’t have to go through
    this. I don’t want any more runaround and misinformation. I definitely don’t want any more accusations about how this is my fault. I want an actual answer. I want it now. I want it from someone with the actual authority to make it happen, and I want it in
    writing. And finally, I want an apology for the ridiculously horrible lack of service I have experienced, and most importantly, for being accused of being at fault for the whole mess and for lying about it.
    

So the question here is whether ANYONE at Microsoft gives even a small *** about my case, about customer service in general, or about their customers. My experience with this god-awful ridiculous ordeal says no. Does ANYONE have any idea how I might be able
to get hold of someone who's not an absolute liar or incompetent? That would be so very great. Thanks in advance for your help.

:)

 

Unable to make purchases via xbox one store

Bump.....hope anyone else that is having this issue realizes that there seems to be no support for this issue. We may do better by filing a complaint with the BBB, given the run around and lack of acknowledgement/response. Google it; it is a painless
process....i don't know how else to get MS to acknowledge, respond, and resolve.

In fact, I'll give this one more week and that's exactly what I will do. Will keep bumping this and updating along the way.

Issue now has gone on for months, and this particular cry for help has gone unsupported for working on 2 weeks now.....

 

Beta Testing

Hey, guys! Since this isn't really a support issue for the Xbox One, I've gone ahead and moved you over into our Xbox One General Discussion forums. Hopefully the community here has tips on how to get into beta testing for videos games! Thanks for understanding.
:3

 

Unfortunately no one on the forums can help.

I know it's not what you want to hear but you would have to contact phone/chat support again as they are the only ones who can deal with this
Contact Us | Xbox Support

Also,you are not allowed to post reference or service numbers on the forums,they are for phone/chat support only.