Major problems with Microsoft Support.

Hi all

Long story short i have a faulty Xbox One. Microsoft sent me a new one to which i paid £15 for the premium service to recieve a new one in 2 working days. Which is great as it was on time. I took my faulty Xbox One to the UPS collection point. For some unknown
reason UPS sent the device back to my house even though it clearly states From me but to Germany. After many hours talking to microsoft + UPS , Microsoft sent me a new label to send it back again. Problem is they sent me the same label , ie same tracking number.
So as far as UPS are concerned that order is closed so will not pick up the device as Microsoft need to raise a new job not just print out the same label.

So this will escalated within Microsoft and again, another label was sent to me but sadly..it was the same label. UPS will not deal with me as ofcourse i do not work for Microsoft. The esclated microsoft staff members promised i would not be charged for
the faulty xbox not being returned because it is not my fault.

So guess what...Microsoft charged my account for a new xbox of £400. After all this i tried to take it to another company and just pay myself.

But DHL cannot match up the post code to the address in germany so i cannot even send it. I have asked for an address but im now not getting any replies.

I have saved every convo i have had with Microsoft as proof. I have spent so far over

8 Hours dealing with Microsoft

1.5 Hours with UPS

£15 Microsoft Premium returns service

£400 Charged for not sending the device back

£50 in calls so far

I have now emailed Watchdog here in the UK as i am getting no closer to sorting this utter disaster out. It is utter crazy how something so simple has been a disaster.

:)

 

Ready to install not loading...HELP!

There are issues with the store at the moment. Xbox Live Service Status | Xbox Live Service Outage

One of the Microsoft data centres is experiencing major problems

 

Anyone experiencing disc error?

i would recommend contacting microsoft/xbox support and enquire your problem there.

 

Any one got any suggestions on how to solve this mess? Looks like im not the only one by reading the forums. Its stressing me out big time

 

Hi Llewellyn5,

I can understand your frustration, it's seems that a few people are having these issues with Microsoft Support and 'Premium Services'. Did Microsoft charge directly to a credit card or debit card for the new Xbox One?

 

To my debit card. I did not imagine a company as big as microsoft could mess it up this much

 

I'm currently waiting for my Xbox repair console to come. It has been a 6 week wait and all anyone tells me is that my order is being processed.

 

Finally had a updated email, Microsoft say they are sorry for sending a incorrect label again and are talking with UPS..

I wont hear back till next week. Considering this has been ongoing for 7 odd weeks now.. all needs doing is some one pick up the phone..dial UPS...tell them to come collect a box from England..its that
[Mod removed] easy. Shocked by all this...

Has any one else resolved there issue yet? I see others having problems too

 

Still ongoing.. to think this started in MARCH!!!!

Had an email over the weekend saying there still looking into it..

All they have to do is phone UPS & tell them to collect the sodding thing

 

Quick thing about credit cards and debit cards...

Microsoft most likely placed an authorization of the new Xbox onto your card. That means they asked your bank to hold the funds aside so you don't spend it. On a true credit card, it will show up on your statement as a pending charge. On a debit card,
it shows up as a charge. Even though your debit card has a VISA or MasterCard logo on it, it doesn't run as a credit card. Since your debit card is directly linked to your checking account, the authorization holds the actual money, whereas on a credit card,
they hold credits.

As for waiting 7 weeks, that is ridiculous, so sorry it's happening to you...

 

Llewelyn, all I gotta say is, "Wow". I'm not sure what went wrong, but I think I can clarify a couple things for you. In all honesty though, where I'm really confused is as to why UPS won't just take the package. It has the new label on it and they have
the address on file, there really is no excuse not to take it. I really think the issue is stemming from a UPS screw up. But I digress.

As for the charge, I'm sure they did what they could as fast as they could and though they'd have it cleared up by that point, but the system is automated in that regard, if fewer hands touch it then it's more secure. Essentially the process is this:

1) You set up an Advanced Exchange and pay your 15 and then you set up your pre auth on a credit card or debit card of your choice.

2) They send the order immediately to the service center and they confirm the pre auth and then start processing your order and get it shipped to you.

3) You receive your new console. This is where the timer starts. Now they tell you that at this point you have 15 days to get your old unit back to them before you get charged. Now MS understands that things happen and more often than not they are things
that are out of your control. To that end they actually give you 30 days before you actually get charged.

4) So one of two things happens at this point. Either they get the old unit back and close the ticket and release your pre auth and it falls of your account, or they don't and then they finalize the pre auth and take their money.

Now you did everything right, none of this is your fault, and as I stated before I don't think this is MS's fault either. You've been charged, and that really sucks, but it's going to be easy for them to sort this out and get you credited back as soon as
you get your old unit back to them.

I know this info doesn't help solve your issue, but if you're anything like me then being informed about what on Earth is going on makes it a little easier to swallow.

 

Thanks for the reply Ben,

Yes the first error was indeed UPS's fault as it clearly says To Germany.. But from that point the fault goes back to Microsoft

As stated I have spent now 9 hours dealing with Microsoft alone. Even today Microsoft have sent me a 4th label for the xbox but again..for the 4th time its the same label ie same tracking number

So that job as far as UPS is concerned is closed. If you go on the tracking number on today's label it says delivered to my home address. This is even when I told Microsoft they need to arrange a NEW job.

I did pay the Advanced Exchange but its linked to my debit card.

The problem since UPS delivered it back to me is dealing with Microsoft has been living hell. Online Chat they say they will do everything they can to help, And honestly I do believe them but they lack the power to make things happen but I do think they
would if they could.

The team im dealing with now, the "specialists" from America take too long to reply and clearly don't listen/read as why would I have received the same label for the 4th time..

Its not rocket science, After all this they should have simply contacted UPS and arranged for them to collect it from my house.

Its honestly going no where my situation and kept every single chat/email/phone call times..

To say this is stressing me out is a understatement.. I used to think Microsoft was the worlds saviour in being a big company, doing things for the good of people but now its just a typical big company..no communication between departments

 

Contacted support letting them know AGAIN the wrong label on Tuesday..It is now thursday and still no reply.. this is usual ...

 

Sorry for your troubles, OP. I haven't had experience of this particular issue but from having to deal with my own problems the way Microsoft are dealing with (not dealing with) your problem sounds very familiar to me. (Speaking to someone new and having
to explain - and convince them - of your situation each time, being offered the same 'solutions' each time despite having explained that said 'solutions' do not work etc.) Your situation is a lot worse than anything I've had to deal with though, and despite
my experiences I'm surprised that even now, when you've been wrongly charged so much, they're still not taking the issue seriously.

Sorry that I can't say anything helpful. I just wanted to reply really to bump the post because people *need* to see this.

 

Thank you for bumping this Mr Hairs

An update is without receiving an email from Microsoft UPS turned up to my house while I was at work. Luckily my wifes parents were babysitting my son as she was also at work.

So they have now took the faulty Xbox. The driver knew about the on-going story with my situation. I hope it gets there as its been collected off the same tracking number but my fingers and everything else is possible.

So sadly it looks like because I had to resort to posting on here some one/some thing has finally got my situation moving.

But even this was luck due to some one being at my house during the day time..There was no communication to say UPS will be here on X date & time but im very very glad its gone and I have a receipt that its gone!

I work for a Global company myself so I know too well the restraints staff can have in a big company but something like this shouldn't happen and should be sorted so much quicker.

To think this was March when this saga started and its only just gone back in the first week of MAY.

I hope in future Microsoft no one ever has to go through what I have.

One major thing Microsoft needs to sort is communication. Not sure I mentioned above but I contacted Microsoft UK. Even that team cannot contact Microsoft US by phone. I was told over the phone I cannot be transferred to the US team (HQ) And that even if
they wanted to contact them they have to email them like I have to.

Anyway... fingers crossed I will update when my device reaches Germany and I heard back from Microsoft