Microsoft sold me a defective product and outright lied to me

brandnewdance · Dec 30, 2017

My kid loves Xbox and gaming with her friends on Minecraft and Roblox mostly. They party up and have a blast together and she begged for months for a headset. Her birthday was on October 28th, so on September 25th I ordered this

Microsoft headset. It arrived and sat unopened in a closet until her birthday. When she opened it, she loved it, and it worked great.

Forward to a few days after Christmas, December 28th, while she's talking to friends the mic just cuts out. It just simply stopped working. You could hear everything, but the mic was dead with an occasional blip of static.

So a headset she had for 2 months, still in mint condition, didn't work. I call tech support, we go through the various tests, and they confirm the headset should be replaced. Of course it's only covered for 90 days, but I was barely over that from the date
of purchase, and like I said it sat in a box for a month. Tech gets approval and tells me I'll get an email with shipping instructions to return the old headset and Microsoft would be sending me a replacement. Awesome!

This morning I check my email and they tell me that the replacement wasn't approved and much apologies. I'm sorry what? I purchased the headset on September 25th, it shipped and I probably didn't even have the thing for a week or more. Then it sat in a closet.
Opened on October 28th. Mic simply dies on December 28th. I call tech support on December 29th. 95 days total.

95 days.

You don't sell your customers defective products and then lie to them about how you're going to make it right. I feel totally ripped off.

:)

jarrellm13 · Dec 30, 2017

Poor Customer Service - Faulty Controller

It's their issue that they sold me a defective product and expect me to spend more money to correct their mistake. How are you missing that? I'm having to spend more money and time to obtain what I already purchased.

disgruntled_customer · Dec 30, 2017

Defective Console - Poor Resolution, Giant SCAM by Microsoft

Had the xbox one for 1.5 weeks. Played it once, loved it. Tried to play it a second time today and won't turn on. Called xbox customer support and they tell me that it is most likely the power brick that is defective. In order to get it repaired I either
need to buy a new one through them or pay the shipping to have it sent and repaired. So essentially I am sold a defective product and then have to pay for the inconvenience of a defective product with additional cost and time wasted.

brandnewdance · Dec 30, 2017

This has been resolved by support, thank you!

brandnewdance

This has been resolved by support, thank you!

jarrellm13

It's their issue that they sold me a defective product and expect me to spend more money to correct their mistake. How are you missing that? I'm having to spend more money and time to obtain what I already purchased.

cordeezy28

Well they obviously were aware as there is confirmation of this going back to late September prior to my buying of both titles. I know that you work for Microsoft and have an interest in taking their side, so I don't expect you to be on my side when Microsoft sells a defective product that they knew was defective when they sold it to me. I could care less what their refund policy is. My credit card has a policy that says, if you are defrauded by a company you can request a charge back at any time. In this instance, since they knew they sold me a defective product and they knew it was defective at the time they sold it and they did not disclose this to me at the time it was sold to me, then if that doesn't fit the definition of fraud then I don't know what fraud is. Is it my fault for trusting that Microsoft would sell a working product to me after taking my money? No, that is part of the inherent nature of Microsoft creating a gaming system that they allow the development of games for. It is not the consumers responsibility to make sure the game is working before buying it because we obviously cannot do that. That part of the relationship is between the company developing the games and Microsoft. In this instance it is several different developers who have games with the same issue, so it actually makes me think it is a hardware issue on Microsoft's side. I just want a refund for the games that don't work, I am not sure why that is such a difficult concept to grasp, we buy products, we want them to work. I empathize with the position you are put in whereas you must defend the position that Microsoft is in the right for selling a defective product. I already asked for a refund from EA and 2k. They both said since you bought it from the Microsoft Store, then it is up to Microsoft to refund the money which was already pretty obvious to me. I know in my position you would be asking for refund, and if I was paid to do what you do, I would take the position you are taking. So, we can go round and round all day. I will eventually just report this as fraud to my credit card company and block all future charges and that will be that.

JustinDonohue

Turns out that after 5 representatives outright lied to me there is nothing that support will do to fix it. Good service being provided here!

h8fullwayz

Not the point the point is the has not been fixed 4 going on 5 weeks that is bs. I was sold a defective product period.

Microsoft sold me a defective product and outright lied to me