Is there anyone of a supervisory capacity anywhere that can at least read my concern?

I cannot believe the level of customer service that has been "DONE" to me instead of for me. I've been through red rings of death, replacements and now a bricking of my console following the fall update.

my previously working fine xbox one s is now a paperweight. following all support prompts, trying offline update the final word was "it is defective".

Trying to use the expedited service, it wouldn't allow me to do it, kept defaulting to printing a label. I then contacted tech support who cancelled the original and did a new "advance exchange". Used the CC on file and charged me the full amount.

I've been watching for a week and checking and when it hasn't move from "Created" I call support directly. Get someone I can't understand, who doesn't understand. I ask to speak to a supervisor, he can't transfer me, takes my number, she calls me and
is even more unintelligible than the first gentlemen, and 10 minutes into it, I'm disconnected. She called me, but didn't call back after the disconnection.

I work my way through the support prompts again and get someone else via chat. I find out both orders were cancelled. No answers, no idea why and I'm told my refund was processed immediately. The shipping charge was! BUT NOT THE PRICE OF THE SYSTEM!
And the best MS can come up with is : "wait and see"

Read through this exchange from tech support and please let me know your thoughts

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CV: 0WtcdQcyZoi1b7knAS0tcN.0.0

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Continue watching help video Shawn M is typing... Go back to chatting with support 0 new message from agent!

Xbox One troubleshooting



Shawn M

End chat

Shawn M

Hi, thanks for visiting Xbox Support! I'm Shawn M.

6:08 pm

Shawn M

Hello! Who do I have the pleasure of speaking with today?

6:08 pm

Me

Bruce Williams

6:08 pm

Shawn M

Hi Bruce! How are you?

6:08 pm

Me

Furious

6:08 pm

Shawn M

Oh no, I'm sorry to hear that! How may I help you?

6:08 pm

Me

I am expecting resolution on Repair Order: # 1401876886

6:08 pm

Shawn M

So you're inquiring about the Advanced Exchange?

6:10 pm

Me

Yes, I am wondering why I was told 4-7 days and the device hasn't shipped yet even though my account was drafted that evening. And when I call I get told the order was cancelled

6:11 pm

Shawn M

Reviewing the account it appears the order was cancelled, and the charge was refunded almost immediately after it was created.

6:12 pm

Me

I requested to speak to a supervisor and was then disconnected after 10 minutes.

6:12 pm

Me

The amount has not been refunded there is no notice on the site as to why and I had not been notified at all about the cancellation!!!

6:13 pm

Me

If I didn't call support to find out I wouldn't even know it was cancelled

6:13 pm

Shawn M

I certainly understand, I am not seeing any reason the order was to be cancelled, only seeing the transactions for the hold and the fee say "refunded" and the repair order says "cancel complete", let me see if I can find any more info on it.

6:15 pm

Me

There was 2 orders, Repair Order: # 1401868796 . It didn't give me an ability to pay extra for expedited, so I contacted live support again, he cancelled Repair Order: # 1401868796 , did Repair Order: # 1401876886 and my account was drafted minutes later
for $370

6:17 pm

Shawn M

I do show he did cancel the original repair, although the advanced exchange shouldn't have been cancelled for any reason. Allow me to look into this further to find out what happened.

6:19 pm

Me

ok

6:19 pm

Shawn M

I am still here, I am investigating as we speak!

6:22 pm

Me

ok

6:23 pm

Shawn M

So I am not seeing any reason that order should have cancelled, so what we'll need to do is wait and see if you receive anything by the 3rd of November, and if nothing is received by then, we will need to setup an escalation to at least get the hold removed.

6:28 pm

Me

Wait and see?

6:29 pm

Shawn M

Correct, when it comes to Advanced exchanges, they cannot be cancelled normally, so we'll need to see if our service center will still go ahead and send out the console as the hold is still in place, or see if we can get the hold removed.

6:30 pm

Me

I've been waiting a week as of tomorrow, you want me to wait and see if I might received something a week from now and then escalate at that point?

6:31 pm

Shawn M

As much as I would hate to have you wait longer, before we can start an investigation on it, we'll need to give it at least 10 business days since the order's creation.

6:31 pm

Me

which creation? the cancelled order?

6:32 pm

Shawn M

Correct, the advanced exchange order that is showing as cancelled, just to see if they still go ahead with the order and send out the console or remove the hold.

6:32 pm

Me

not acceptable

6:32 pm

Shawn M

I understand how you feel in this matter, however it is the best course of action. I have taken over the case the order was created under initially and will monitor what happens for the next week, if you still haven't received anything on or after the 3rd
of the month, we'll need to setup an investigation to find out what happened. If we were to set it up now, and our service center did infact send the console, it may cause problems on completing the full exchange. \

6:36 pm

Me

Imagine you bought a car, then the manufacturer tells you if you want to drive it on the street, they have to update it. Otherwise you can drive it in your yard. Then the update keeps the car from running at all. Then they say if you ship the car to Detroit,
they may have it back in 2 weeks or so maybe. But, if you pay full price for a new car, they’ll ship it out, then you can swap later. Than right after they take your money, they cancel the order, don’t tell you at all. Then when you ask, you get no answers
and let’s wait and see if maybe your car shows up, and then maybe it won’t. But let us know if it doesn't otherwise it may interfere with you getting your car anyways?

6:39 pm

Me

So no, I don't thing you understand how I feel at all.

6:40 pm

Me

I would like this escalated immediately. I would like a call from someone in a supervisory capacity to call me this evening. They already called me once before they hung up, they can do it again.

6:41 pm

Shawn M

Sure I get where you're coming from, what I can do alternatively is have someone that higher than me monitor the case until the 3rd, and monitor what happens. When it comes to Advanced Exchange orders, we cannot touch the order or make any changes until
at least 10 business days have passed, else if we were to send out a console or remove the hold, it may cause problems for the existing order.

6:47 pm

Shawn M

There's still the chance the console will still be sent out, as the hold is still in place as you mentioned.

6:48 pm

Me

So the bottom line is: my bank account was debited immediately NOT HELD (there is a difference), the order was cancelled on your end, somewhere. No one knows or can find the answer why. No one can tell if my order has shipped or not. Does that about sum
up the situation?

6:49 pm

Shawn M

You are correct, so we need to at least give it 10 business days since it was created to see if they go ahead and send out the console or refund the hold.

6:50 pm

Me

Or I can dispute the charge immediately

6:51 pm

Shawn M

Yes you can dispute the charge, however doing so may cause other issues on the account's billing in the future.

6:54 pm

Me

I commend you for reading the company script. But you and I both know this is wrong. I switched from sony to xbox when they first came out 16 years ago. I will definitely be rethinking the PS4 vs scorpio This is shoddy service at best.

6:55 pm

Shawn M

I'm sorry you feel that way, I have offered the best course of action in order to get this issue resolved, and have went ahead and handed the case to someone higher than me who will monitor it and contact you back by the 3rd to give further assistance and
setup the investigation.

6:57 pm

Me

Sorry to take it out on you. But this is a violation of the mail order rule. It would be one thing if anyone knew if it had been shipped. But when I can't even get that answered while I'm out of my money.....wait and see doesn't cut it. A supervisory should
be doing more than monitoring.

7:01 pm

Shawn M

Once a console has been shipped, you will be provided the tracking info to your email, if no email is received by the third, We'll look into getting the hold refunded.

7:02 pm

Me

And I was told 4-7 working days. Tuesday is day 7. If I don't have it on Tuesday, Wednesday I will dispute the charge.

7:03 pm

Shawn M

Normally once an order has been created, the console is sent out to be delivered within 4-7 business days, although this is an unusual case which we need to give more time.

7:05 pm

Shawn M

I hope I didn't lose you. Are we still connected?

7:08 pm

Me

No I'm still here

7:09 pm

Me

I am willing to give it more time. It needs to say shipped, by Wednesday morning.

7:10 pm

Shawn M

I understand, I have advised of the specialist who now has this case of that.

7:11 pm

Me

Thank you, can you email me a copy of this chat?

7:12 pm

Shawn M

You are welcome to copy the chat transcript into a word document and save for future reference.

7:12 pm

Me

Thank you and have a good evening.

7:13 pm

:)

 

Cannot download XBOX Live Profile

Greetings Trinipilot!

Could you ensure that the hard drive is properly attached.

Do you have a USB flash drive with at least 16MB storage capacity and a minimum of 15MB/S read speed?

 

Help with sprinting!!

Okay, so I am not carrying anywhere near my carrying capacity. I am actually about 100 under my carrying capacity but all of a sudden I can no longer sprint. My character will sprint for about 1 step and then stops and walks. Why is this?

The only thing I can think of is that I had just recently been tasting ingredients to learn what they do, Could one of the ingredients affected me? My stamina bar is also full. Is this a glitch of some kind or is there something I am missing?



Thanks for any help!

 

Sorry for the inconvenience. You'll probably need to call about any issues you may have.

 

Tried that already, didn't work.