Issues with Xbox UK/EU Support

Hello all,

Recently, my Xbox Series X (purchased February 2023) would not turn on. As soon as it was plugged in to a power socket/outlet, the power button would flicker on then immediately off, and the fan would turn on and run at a very high speed, and would not shut off unless I unplugged the console. Throughout, the console would not power on whatsoever, and the power button was unresponsive. I have videos of this happening.

After going through all the advice on the Xbox Support website, I contacted the retailer who I purchased the console from. They advised me as the console was well within the manufacturers 12-month warranty, to log a job with Microsoft support to have the console looked at. I logged a job with the support team, who advised me to send it away to the service centre in Germany.

I took photos and videos of the console before sending it away, as I was wary of sending something like this away with a courier company.

I received an e-mail to say the package was received in Germany after 4 days. The day after it was received in the service centre, I received another e-mail stating it was on it's way back to me but no further information. Surprised by the turnaround, I logged in to my Microsoft account to see that the warranty status for the console had changed from "In warranty until 23 Feb 2024" to "Warranty expired, Ended on 11 July 2023" which was the date at the time - They had "ended" my warranty that day. Unsure what that meant I requested another call from Xbox Support, who informed me that the warranty was invalid due to "internal modifications" to the console, but all the information would be included in a report sent to me along with the console on it's return.

I'd like to say here, that nobody (I nor anyone else) has even attempted to access, repair, modify or any way tamper with the console, prior to it being sent away to the Xbox service centre.

The console was sent back to me, and when I opened up the package (which I have recorded in a video, due to my frustration with the service I'd received) it was obvious that the console had been tampered with since leaving my possession. Warranty stickers on the back of the console had been damaged to get to the screws in the back, and the console had damage to the front panel, on two corners. None of this damage to the console or warranty stickers were present when I sent the console away, and I have photos and videos to show this.

The "report" received was a generic letter that stated the warranty was void, but it could be for various reasons. Nothing about the supposed "internal modifications" which have apparently voided my warranty.

I have spoken to Xbox Support over the phone every day this week, to try to make some headway on what has happened. The good people I've spoken to have tried their best to make some headway in finding information about the supposed reasons for the void warranty, but I am still none the wiser. I have tried to escalate with their teams multiple times, being assured a manager would call me, but I never receive any calls back.

I outright asked for an address I can send a written complaint to, and was told the only one was "*** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. ***" but have frustratingly found out today that this e-mail address is invalid.

I'm really disappointed in the service I've received. I'm truly upset about my console not even having a repair attempted, despite the fact that the warranty stickers and damage all being done since it has left my possession.

I can't find a way to escalate this in writing and I'm hoping someone on this forum can either point me in the right direction to get some meaningful support, or better yet, for Microsoft/Xbox to readdress my case.

I'm not asking for the world - I just want my in-warranty Xbox repaired or replaced, and put this whole ordeal behind me, so I can enjoy the usually excellent customer experience I've grown to know and love from Microsoft.

I appreciate any and all help

Simon

:)