Microsoft and their Advanced Exchange program

I too am in a similar predicament. After hours of troubleshooting online with a representative, they deemed it was necessary for me to send the xbox one in for repair. I was kind of upset that it would take 14 days so they offered the advanced exchange option
telling me I would receive a "new" xbox one. I quickly agreed but after talking with the representative I found out that it was going to be used. After a couple of more hours online with the representative and her manager I finally caved and told them to ship
me the refurb.

Then after leaving the xbox one unplugged for over 12 hours it miraculously started working again. I called that day to cancel the service order and I was informed that the refurb was already on its way to being shipped. I was informed to send the refurb
back and I would not be charged so I declined the package from fed ex.

19 days after the console was delivered back to Redmond, WA, I recieved a $424 charge from them for the console.

At first they wanted to claim that I had received the xbox one and that I had not sent one back. After telling the guy to enter my tracking number into FedEx's website, and not use whatever system they use to track their service information, they guy was
on board with me and said that they would refund me. I was told it would take 14 days. I was very upset that their mistake had caused me to miss out on some of my vacation that I had been on out of the country (I was using the hotel receptionists phone) so
I asked to speak with a manager. They guy told me I could not speak with a manager, but after relaying to him how much of an inconvenience they have caused me he put me on hold without saying a word.

After about ten minutes on hold with no way of knowing if anyone would ever pick up the phone I again, I was finally able to speak with a manager. His reason for the charge was that the process had been broken by sending back the same console. I told him
this was unacceptable because they had the console 19 days prior to the charge, but he insisted nothing could be done.

Finally, I recieved an email telling me that the funds would be refunded but it would take up to 30 days.

Needless to say, unless I can get some help here, I am going to Playstation and Linux or Apple and I will never look back. This whole situation has made me lose my faith in Microsoft and makes me realize that have worse customer service than Comcast.

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 ***...

Please create a new thread to assist you better.

DO not revive old threads.

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!

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.