Microsoft Tier 3 Support Escalation

I originally called to report a broken Xbox One Kinect sensor on March 4th. I provided my credit card billing information and confirmed my shipping address to participate in the advanced replacement. I was told that a replacement would ship in the next
few days, but I saw nothing. When I checked the status online it showed that the sensor was shipped to an address other than the one I confirmed on the phone. I contacted Xbox support and was told that the issue would be escalated to Tier 3 support/Advocacy
team to handle the request and that a "special note" would be made in my ticket. I heard nothing so I reached out to Xbox support again on the 26th of March and was told again that the issue was again escalated to Tier 3, and that a but that I would hear
from them shortly as there was nothing more that could be done by the agent I was talking with. I heard nothing again as of April 1st so I reached out to support again and was told that it was still with Tier 3 and there was nothing that could be done. In
the meantime I've been charged the replacement cost of a Kinect sensor since the defective sensor was never returned. So here I am almost a month later out $149.00 and still with no fully functional XboxOne. I would like for my daughter to soon be able to
feed the animals again in Zoo Tycoon please.

:)

 

Contacting Global Escalations Support

Well its a good thing that you were contacted by the Escalation team. (Think of them as Tier 3 support, while chat/phone is Tier 1). But as far as i've been told and experienced you can't directly contact the Escalation team, but they contact you. (Unless
they give you means to contact them back upon initial contact with you). What did the women from the Escalation team tell you?

 

Tier 3 Support

Hi there,

-

I'm sorry to hear about these problems, but unfortunately the people at the forums can't really do anything about this issue.

Also this is a support forum, which is used for questions and issues the people here can solve. The problem you are having (not having received the console and repair etc) is something you will need to contact Xbox Support about, and you might want to also
post this in the feedback forums so Microsoft will be able to act on it, so it won't happen in the future.

 

Did you grab the service request number for the escalation? If so, I would recommend calling in and give the agent that number to see if the escalation was taken by a advocacy specialist agent (Tier 3). Usually they email you rather than call. And sometimes
the escalation can be denied if the agent that filed it didn't put the correct information, if so then there will be notes on why.

 

I do have the service request number and I was told by two agents and their supervisor that it was being worked by the advocacy team, but it has been two weeks since the advocacy team started working my case and I have heard nothing. The supervisor I spoke
to at xbox support said that they were structured in a way that there was no way to escalate to them and that I would just have to wait to be notified when my issue is resolved, which would happen most likely via email.

 

I see. With the situation your having, I would recommend to reply to the advocacy team as soon as they contact you. Its very likely that the Kinect is in someone else's hands, so I would assume that Microsoft needs to investigate with FedEx to figure out
what happened. As far as a timeframe, it's up to the Advocacy agent to when they will contact you once they have a solution. The repair center also needs to confirm where the Kinect was shipped, so we could be waiting a little longer. Feel free to pm me if
you hear anything else.

 

This is just really the worst customer service. I'm having to wait for a month and pay $150 to resolve a problem that was not my fault for a part that is under warranty. The proper thing to do would have been to ship me another sensor while Microsoft tried
to resolve what happened to the sensor that they sent to the wrong address.

 

Grtdayne,

I feel your pain. I'm out $534 through the same process on a console. The Advocacy Team took over a week to reach out to me. I replied with information that I had already given multiple times. No response for two days. I email today and mention that
I'm seeking legal counsel (Xbox refuses to open a claim with FedEx, and Fedex can't open/pay me because Xbox paid the shipping) and I got the fastest reply I've ever seen telling me he's shutting down my request and blocking all communication.

 

I'm going through the exact same thing. Almost word for word. This is the worst customer service I have ever had. What happened to Xbox? It never used to be like this. They used to comp you and solve your problems asap. These days it's lies and passing the
buck. They should pay you interest on your money that they have. I bet there will be a mass hardware recall for a lot of their products. I have 2 controllers that are both faulty. They lost one of them and won't call me back. What a disaster. No respect for
consumers. Oh my headset that came with the system also doesn't work. Botched system launch.

 

My issue is just with a faulty Xbox One Kinect sensor. The Xbox won't recognize it anymore saying that it's disconnected. It just seems really lousy to cause this much grief over a part that retails for just $150. Who know what it actually cost them to
manufacture, but probably much less. Just replace the thing already.

 

ive had £202 taken out of my account nearly two weeks ago and have been waiting for the sodding advoacy team to contact me - my rent is due tomorrow and they dont actually give a ***!!!!!!

 

Hey there TotalSTEDMAN!

I am sincerely sorry to hear about the issue and any inconveniences this may have caused. I would definitely reach out to phone support to find out the status of the issue. You can reach phone support from our Contact
Us page. In the future, please go ahead and create a new thread. This way you can receive support specifically tailored to you. Thanks in advance!