How to return faulty Series X

noxxevo · Sep 30, 2023

Hi.

I bought a new Series X, it arrived earlier this week.

Unboxing it I noticed a scratch on the front panel, I immediately took a picture and contacted the retailer. They made me go to their shop for no reason as there they said returns and warranty goes through Xbox support. I got a number which only played a recording telling me I need to contact through webpage and then hung up.

I've tried literally days now to follow the steps but it always ends up saying I need to contact retailer. When I answer the box that doesn't fix my problems it gives me option to message here or another gamer, phone call option is greyed out. My retailer keeps telling me to contact Xbox support. My brand new Series X is still sitting in it's box and I have no way to fix the situation.

:)

noxxevo

Thank you. This is how I see it also. I will fight with them next week about this again.. If they after my current efforts do not replace my purchase or help in some other way I'll have to contact a board that handles consumer problems in my country.

RainingRoses

Okay, so the reason why I asked was partly out of curiosity, but also (mainly) to check both the refund Terms and Conditions and consumer rights for your country and the specific retailer as they legally have to follow these (in addition to EU regulations as Finland is in Europe).

I’d point out the above to them and reference the following:

https://www.ecc.fi/en/themes/online-shopping/defective-goods-and-warranty/

https://www.ecc.fi/en/themes/online-shopping/returning-goods/

https://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/index_en.htm

Then again, if it’s only a small imperfection on the console (I haven’t seen how significant or noticeable the scratch is, so not sure if you can hide or remove it in any way) and everything else is okay, then it honestly may not be worth the hassle if the retailer is being difficult and if the complaint and return process (refund or replacement) takes too long. I’m not defending them and I’d probably still pursue it, just saying that it all depends on whether you consider it worth spending your time and effort on

Let us know how it goes.

Tezzarrific

the retailer is obligated to replace the system or you can demand a full refund. do not go through microsoft.

KindGryphon

That's odd. Typically a retailer is your point of contact for a return. The only thing you can do through Xbox is submit it for a repair through the warranty. https://support.xbox.com/help/hardware-network/warranty-service/getting-your-product-serviced

If OP used the warranty wouldnt they typically get a refurbished system back in most cases?

If they would then honestly if i were the OP id be pushing the retailer to do a return because i personally wouldnt want a refurb console in place of a brand new one that i just bought.

noxxevo

I'm in Finland and I bought it from my mobile operator's store (they sell all sorts of electronics nowadays).

How to return faulty Series X