Microsoft and their Advanced Exchange program

I bought an Xbox One on release day, but it was defective. So I called the retailer and as expected, they didn't have any extras for replacement. So I called Microsoft, and after an understandably long wait for support, they were extremely helpful and offered
the Advanced Exchange option. I took them up on it, giving them a credit card number (debit for my checking acct, big mistake), knowing that I would send the replacement back before getting charged for it. This process started on Nov 22nd.

But, before I received the replacement from MS, I was able to exchange it with the retailer and all was good. So when I received the replacement from MS, I sent it right back to them via their prepaid shipping label (brand new, not opened) on Dec 5th and
they received it in Laredo TX on Dec 11th at 11:18am, according to fedex tracking.

Well on Dec 13th, I receive an email from MS telling me I better send back the extra console or I would be charged $533.75. So I contacted support and got reassurance from Bradley that I would NOT be charged for the console since I had proof that I sent
it back. These are his words, "Yes the system pulled up your account for me and verified everything here. So, you don't have to worry here since I have documented everything.
Rest assured that you will not be charged for the faulty device." He bolded that last sentence, not me.

But then I notice Monday morning, January 13th, 52 days after I started the Advanced Exchange, that my checking acct was charged $533.75 from Microsoft. So I promptly called support again and they said that they would put in a request for "escalation" to
contact me to see if I can get a refund. Ok, fine. More than 24 hours later, I have heard nothing from them. So I called again 15 minutes ago and they now say that it can take up to 7 days for them to contact me. Seriously? Seven days?

They waited 52 days to charge me for an Xbox One that I have proof I sent back to them, and now I have to wait up to 7 days for the next level to even *contact* me to see if I can get a refund. Who knows how long after that before I actually get the refund.
And since I used a debit card, my checking account is now short over $500 until they decide to get around to contacting me.

The point for posting this is three-fold:

First, I wanted to see if posting my experience will get someone at MS to speed this process up a bit, since they never should have taken my money in the first place.

Second, I wanted to warn anyone reading this to PLEASE think twice about using their Advanced Exchange program because you might get charged even if you do the right thing.

Third, if you do decide against better judgement to use Advanced Exchange, PLEASE don't use a debit card. Use only a credit card where you have more protection and a bogus charge won't affect your personal cash flow.

I don't have a credit card, so that's why I used my debit card. I will never do that again. And I will be canceling that debit and getting a new number, removing any trace of a credit card from xbox live and microsoft, and using ONLY prepaid cards for both
xbox live and spending money.

:)

 

Advanced exchange program question

As someone who went through the same thing, and knows someone that works there, let me lay it out for you.

When you send your component back, it gets scanned in at the service center loading dock, i.e. they scan the code on the shipping label and that tells them to shuffle it off to the "Kinect department". They will pop it open, verify the serial number and
then update the repair order. This whole process, from the point it's received on the dock and then checked in the appropriate warehouse, can take anywhere from 4-7 days.

Now the actual charge, even though they tell you 15 days, doesn't actually go through until about 30 days. MS knows that things happen and they give you a lot of leeway. The posts from others on the forums are just one side of the convo. And that 15 days
doesn't even start until you receive the new unit, so you have until 4/17 before you even get the warning email, which you'll probably never see because they'll have it checked in long before that.

And good on you remember to get your return shipping tracking number. With that in your possession you're golden. Good luck, not that you need it.

 

Advanced exchange program question

Hey all,

So a few weeks ago my kinect randomly bricked and stopped receiving power. There was no way to fix it so I called MS and they arranged an advanced exchange for me. It was arranged on 3/26, and everything went smoothly. I received the new Kinect on 4/2 and
it works flawlessly. On that same day I slapped the return label on the box and sent my old kinect back. According to the tracking number, they received it yesterday (4/8), but they still haven't took the hold off my card. I called support and asked them why
they haven't took it off and they said it is still within the time frame of them not scanning it into the system. The lady said she put the tracking number onto my account as a reference that I sent it back. She said I should be fine and wait until Friday
(4/11) to see if they take the hold off. So obviously I shouldn't be worrying about this, but all these posts from people who went through the exchange on these forums can say otherwise. I have seen so many people being charged, even though they sent their
product back to MS. I don't know, maybe it could be my anxiety taking over. So my question is to those of you who did the exchange; how long did it take MS to take the hold off your cards after they received your defective/broken product?

 

I've seen a hold for the amount, but it wasn't an actual charge. Are you sure this isn't the case? Holds show up, but do not go towards your available balance.

Sorry to hear you had a issue.

 

Hey there Haydanmeister! Apologies, but according to the Advance Exchange Policy located here (support.xbox.com/.../warranty-faq)
You're responsible for sending the
non-working product in within 14 days after receiving the replacement product to avoid having your credit card charged. You did not follow the Terms and Conditions that you agreed to, so there
for, your "debit card" was charged. Please follow instructions next time.

 

Well, iNb4 Ownage, I appreciate the professional tone in your reply. But let me explain some things:

First, the gentleman on the phone told me 30 days, and the paperwork I received said 30 days. Second, regardless, I sent the replacement console back within 14 days. Just by doing some SIMPLE MATH with the info in my original post, you could have avoided
the unprofessional and embarrassing post you have above.

I contacted MS support on Nov 22nd. I shipped the replacement console back on Dec 5th. Even if the 14 day return period started the day I called them, I was within the 14 day window. But the 14 day return period doesn't start until I receive the replacement
product, which was Nov 28th. That would have meant I needed to ship the replacement product back by December 12th. Not only did I ship it back within 14 days of receipt, but MS *received* the unit on Dec 11th, which is *before* the 14 day window expired.

Are you actually an Xbox Live Ambassador? If you're representing Microsoft, then you should write replies that don't have a condescending tone in them.

So, the 14-day answer has officially been debunked, yet my card was still charged. Any other answers?

 

BusGod, yes I'm sure it's an actual charge. The total has been removed from my account. Thank you for your concern though. I'm hoping to hear from "escalation" soon to get this matter resolved.

 

Hi again Haydanmeister. I apologize that I didn't make myself clear to you on the first post, but if you noticed, I bolded "You're responsible for sending the non-working product" I didn't mean that you didn't send it back in time. You sent them back
the console that they sent you, not the non-working console which was the one you where suppose to send back. There was no need to do any "math" but thanks for trying.

 

iNb4 Ownage, I apologize that I mistook your post to mean I should have sent it back within 14 days rather than 30 days. But your post did still imply an attitude that I did something wrong without confirming that.

I called MS the day before I shipped the package back telling them that I didn't use the console they sent me, and the gentleman I talked to thanked me for not opening it and for letting them know and to send it back as-is. Do you really think that MS saw
that it was a sealed box that they could immediately sell again, and then said to themselves, "he didn't send us back a broken console so therefore we're going to charge him 2 months later for a console that we have now"? C'mon.

If MS is going to charge me for it because it wasn't the broken one, then I want the new console back before being charged for it. This is simply a stupid mistake on the part of MS and I'm paying the price for it. My complaint wasn't and isn't about any
level of service I've received or the Xbox One itself. The console is amazing and the customer service I have received so far has been exemplary.

My complaint is that MS charged me when they shouldn't have and they are taking their sweet time reaching out to me to give me a refund. I wanted to share this experience so that others could reconsider if MS offered them the Advanced Exchange option.

 

Update… got an email from MS today saying that they did receive the console and they're issuing me a refund, but it will take 1-2 billing cycles. What? In my mind, a billing cycle is monthly. But that better not be what he's referring to.

No apology whatsoever. Just a canned notification that I'm getting a refund in a completely undefined amount of time. Regardless, I'm happy that the refund is on its way.

But just a warning to anyone out that might be offered the Advanced Exchange option for a defective console… PLEASE do not use a debit card. Use only a credit card where you have more flexibility to contest and reverse bogus transactions. And I recommend,
because of this experience, to ONLY use prepaid cards for xbox live and not allow a credit or debit card to be attached to your account.

Have a good day!

 

Did you get the refund?

I'm working through a similar issue, although I'm trying to avoid the charge to begin with. I was told by the escalation group over a week ago that they'd take care of it, but then I got the email warning me that I'll be charged. Now I can't get a response
from them.

 

Same exact issue. The replacement they sent me had the same issue as my console, so instead of re-downloading everything I sent back the replacement. I sent back within 10 days of receiving using the shipping label Microsoft provided. They charged me
$520 and are saying they can't find the console I sent back. What recourse do I have to get my money back? Microsoft has $520 of my money that doesn't belong to them. Took 2 weeks to even get a response back from them when I was told 3-4 days 'max'!

Horrible customer service, horrible response time, everything about this process has been unacceptable.

Why do these consoles even have serial numbers if they don't track them in inventory?

 

I am still waiting for my refund cause I sent back the new console that Microsoft sent me,and they claim they never received it.me and ms and Fed ex were on three way to confirm that it was sent back and we got tracking number.and still to this day have
not received my refund.it has been three weeks since its been escalated by this ghost advocate team.Will not give Microsoft another dime until they give me my money back

 

Please create a new thread to assist you better.

DO not revive old threads.

 

I've had a similar problem as others in this thread. Basically I shipped back an Advanced Exchange Xbox One Console and now they're saying they still can't find it - 3 months later. So they're charging my credit card for the console. I don't have the
tracking number, but can't they just look it up from the pre-paid shipping label? Has anyone had any recourse with this problem. I know we can cancel the credit card and block the charge, but then I'm assuming Microsoft will just send this charge to collections
and our credit will get ***...