Microsoft Warranty Problems

I just want to make sure everyone is aware of what the "procedure" is for if they lose, mishandle, or otherwise screw up your service request to them.

I sent my controller in to Microsoft for service on 12/13/13, they said that I should receive a new controller to replace it within 10 days after getting the defective controller. I waited patiently for 2 weeks before I started getting on chat every few
days to check on the status. Each time they told me "not to worry" and that "it would be shipping out in the next 24-48 hours" but it never did.

I requested a call on 1/5/14 to speak with someone in hardware about the controller, to see what is going on. The support agent noted that the order had accidentally been canceled on their side, and was likely because someone "forgot to click the correct
button after making the service request". He put in an escalation and said I would be contacted with a tracking number for the controller within 7 days.

On 1/12/14 I received an email stating I should send in my old controller for service and that a new one to replace it would be sent back. At this point, they still have my controller, so I have nothing to send to them. I called up support again and they
said "Oh, I'm sorry, it appears the escalation agent didn't quite understand the notes on this service request, I'll make a note and they'll get back to you in 7 days".

It takes, 7 days to get a reply apparently. Just a reply too, they can't promise a resolution or anything other than a reply.

At this point, since release day, I've had my controller for my Xbox One less time than the service center has.

I am no longer being patient with Microsoft. If you make a mistake while handling an order, you should still fulfill the order within the original promised deadline, or at LEAST have competent enough staff so that someone can give an actual answer,
other than telling the customer to wait another 7 days each time.





I should have been able to sit at home and play my Xbox One with my Day One controller for at least a week or two now.

:)

 

Disc tray issues

Signs of future problems to come, if you have warranty on your Xbox 360 I recommend contacting Microsoft or go to the store where you bought your warranty for replacement.

 

modded and rapid fire controllers

I order to avoid any future problems or questions that may arise, always use official Microsoft Accessories to avoid voiding your warranty or damaging your console.

 

This sounds like it belongs here (forums.xbox.com/.../default.aspx). I'm sorry this happened but i don't think it was intentional.

 

They have no clue what they are doing, that is why I returned my xbox one after I had issues with my Kinect. It had dead pixels which you could see in the night vision mode. I set up an advanced exchange, meaning you give them your card info, they send you
a new one and when you get the new one you send the old one back. I never got the new one... I did however get a email stating They show I have the new one and they are now going to charge me for not sending the old one back. I tracked the package, and it
shows it was never even giving to Fed Ex, seems very ignorant to get automated emails like that.