Lost Controller 2 months ago from Fedex, Sent to "Escalation Team/Hardware Team" 6 Times;...

Lost Controller 2 months ago from Fedex, Sent to "Escalation Team/Hardware Team" 6 Times; No Help - Where to find PS5?

September 1st, 2022 - My controller was lost in the mail from the warranty claim with Microsoft. The package never made it out to me, it was lost at a FedEx Center.

I have filed a claim with FedEx, but they won't reimburse me since they are not the shipper; Thus Microsoft has to file a lost claim with them, not me (I have provided this information many times and haven't had a response in a month).

So, I filed a claim with Microsoft, it has been with them since September 6th. I have not had any action on getting my controller replaced. I have provided the following documentation multiple times:

Proof of Ownership - Receipt with $179.99 Elite Series 2 controller

Fedex Claim - They will not reimburse, they agreed the package is indeed "lost"

Serial to the device that Microsoft themselves shipped to me

Warranty Ticket outlining my device

Microsofts tracker shows the device was never received.

Microsoft Warranty Support knows what exact device was being returned to me from warranty, (enrolled to my Xbox account as well), and they have seen their own FedEx tracker. Even Fedex after a certain amount of time has deferred to LOST in its tracker. So both parties know the device has not been received by me the customer for over 70 days.

Yesterday with Microsoft Xbox Support on the line, I called FedEx and in 3 minutes had confirmation the device was lost by them, the trackingID itself shows lost, and Microsofts own trackingID that follows shows lost. Yet, there must be an "investigation". by the hardware team, the same investigation that has lasted over 30 days by the same team that has never spoken to me or assisted me.

I have been tossed to 4 different support personnel trying to "assist" my case

So, for the loss on Fedex's part, after my 2nd elite controller broke within a year of purchasing (Don't get me started on that part of this), and for the 2.5 months, I have been "completing the process" I have not received a new Elite 2 controller nor proper support.

I have been an Xbox member for 16 years, I have easily spent $2000 and countless hours using my consoles.

Never have I been so mistrusted and misused. Multiple phone calls of support "not being able to hear me" and I hear laughing on the phone. It's safe to say I have easily put in 24 hours of getting this device.

I have called 15 times and I have not once been issued a new controller, I have had this pushed to the "escalation team" 6 times. I even drove to Target for a reprinted receipt.

I am beyond shocked and beyond appalled at the support system here. Stay away from Xbox. Where can I buy a PS5?

Check my ticket out: 7007987198

submitted by /u/CheckRight3020
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