Microsoft Service Center lost the item that I sent to them for repairs

Annoyed Customer 35635271 · Apr 20, 2023

Wondering how i best move forward with this issue, as the Microsoft customer service has been 0 help with my issue.

I requested a repair for a Black Series 2 Wireless Xbox Controller due to a broken bumper(classic), in March. I received the shipping label in my email and packaged up my broken controller. I placed the controller in another Xbox controller box that I had, it was for a White Series 2 Xbox Controller, the one that comes without any accessories (no charging case, paddles, or additional analog sticks.). Before Putting my controller in the box I removed the paddles. SO in the box was:
- the original Black Series 2 Wireless Xbox Controller

- the original analog sticks

- the original dpad

I kept the charging pad/case, charging cable, paddles, extra analog sticks, and additional dpad. As the Instruction said to not include any accessories. I wrapped the box in duct-tape and then placed the shipping label on front, and put packaging tap across the top. Dropped off the package and went on my way. Confirmed with the tracking information that the package was delivered to the service center in El Paso, Texas on the 5th of April.

Microsoft recently sent back my product. However, the box I received contained two items.

1. A new USB to USB-C Xbox Controller charging cable

2. A letter stating that my product could not be serviced because it did not fit the warranty. (Because it was a cable not a controller).

So somehow Microsoft has lost the controller I sent to them, and is saying that I sent a charging cable. Which is physically impossible, because as i stated, my original charging cable was not sent with the controller and is literally sitting on my desk plugged into my Xbox right now. Now I have 2 charging cables, and no controller. They not only did not repair my controller, but DIDNT even send it back to me. I immediately called Xbox customer support. Who are now asking that I open a claim with UPS. Although UPS confirmed delivery of the package 14 days ago. The customer service rep, said that the Service Center included pictures of the items. When I asked if the box they took pictures of was a black/silver box wrapped in duct-tape he confirmed that it was not. In the pictures it appeared to be a small green box.

How is it my responsibility to open a claim with UPS over an item that Microsoft clearly received based on the tracking information. Either the service center mixed up my package or lost my item entirely. How was my package with a shipping label with my name and address mixed with a different box completely unrelated to mine and marked as my service item. Where is a Microsoft customer expected to go when their own service center loses a customers product, and then are completely unwilling to investigate the issue properly? Im missing a controller that I paid $150 for, and they are refusing to find any resolution to the issue. What can I do here?

Signed,
A customer who now has two charging cables and no Xbox Controller to charge with them

:)

Yuri Nk.

Hello, first it's a pleasure to be able to help you today.

My name is Georges C. Welcome to the community.

Hello Annoyed, this forum is for public viewing and unfortunately as independent consultants we do not have access to some data or your account, we cannot verify what happened to your case.

By your description you contacted Xbox support, so you should contact them again so they can help you.

Annoyed Customer 356

I know its public and yall cant solve the issue for me. Im wondering what else I can do other than call the out-sourced service center Microsoft uses. They clearly have 0 escalation policies in order to deal with cases where they lose someones product during a service.

I dont want to be bounced around to employees that can only read off an online portal and see what the service center marked on my account. I want to speak with someone who can investigate lost or damaged products that were in the care of a Microsoft Service Center and either have my product found and returned to me or replaced.

I want to contact someone who can actually resolve my issue, not leaving me feeling like Microsoft lost an item that belongs to me, and now im expected to move on with a new charging cable as a consolation prize. Its terrible customer support to handle a failure at their own service center and pass the loss onto me, the customer who purchased the item originally.

Annoyed Customer 356

Its why I wrapped the box in duct tape, absolutely no way to see any graphics or indication it was a box for an Xbox controller. It was basically a silver box covered in ductape and a shipping label by the time it went out.

Also i 100 doubt it was replaced in transit. That would require a UPS driver happening to not only opening my box and wanting a broken controller, but also somehow having a Xbox Controller charging cable and a small green box on their person to swap the label onto. Which again from the description was not even on the box in the Customer Service photos.

The service center 100% mixed up my box while in-taking orders with a box for a charging cable and marked it as my item.

ngocphi

And this is why you arent supposed to use same boxes

You don't want people having any idea what is inside the box

I keep amazon boxes for that reason

IGhostI v1

^^^ Microsoft is not the only authorized repair center. There are many authorized repair centers approved by Microsoft. I sent in my old console into an authorized repair center through walmart and never had an issue and was never open to any enforcement
action.

Microsoft Service Center lost the item that I sent to them for repairs