Most Confusing Customer Service Ever

My Xbox One stopped working and I sent it in to the service center under warranty on March 6 using expedited shipping. On March 14th, they supposedly shipped it back to me. I waited a couple of days and checked with FedEx only to learn it had not even been
picked up, but that a label for it had been created by MS. I waited until the 19th and the status remained unchanged (MS said "shipped to customer March 14th" and FedEx said "Label Created"). So, I decided to avail myself of the MS Service Chat feature to
find out what was happening. The representative spent a considerable amount of time confirming the information I already had, then supposedly investigated further to determine what was happening. He told me they were replacing my unit with a similar unit and
that it was on its way. I reminded him it had supposedly been on its way for five days and he countered by telling me it was just in transit between the service center and FedEx. That was all the information I could get out of him, but I decided to wait a
few more days and see what developed. Yesterday I braved the MS Chat feature again and got hold of someone who clearly was very eager to help, but whose communication skills were not great (in his defense I'm not positive English was his primary language).
I eventually got the same basic story, except that he assured me it was on the way and that the carrier would get it to me in two days. Naturally, I checked FedEx this morning and discovered nothing has changed. My Console is somewhere between the MS service
center and some FedEx store - so far its journey has taken 10 days.

I'd like to try and extrapolate just how long this is going to take, so I have a couple of questions.

1. What is the conveyance being used: bicycle, feet, or burro?

2. How far away is the nearest FedEx storefront, since clearly FedEx doesn't pick stuff up from the MS Service Center?

:)

 

Didn't Get Free-To-Play Rewards Points

Thank you. This is the most confusing customer support ever!

 

Most confusing site EVER!

@AssuredKillerr

You can use this link:
support.xbox.com/.../change-email-sign-in-for-microsoft-account in case you might want to change it again.

And regarding the payment information, as far as I know Xbox Support is able to change the details for you, since you can't do it at the moment.

If you want to leave feedback regarding the 'Aliasses' etc you can do that via
Xbox Ideas, powered by UserVoice (be sure to check if there isn't something similar and vote for it)

 

I have an update from FedEx, they tell me my package was scheduled for delivery on March 17th - but they never got it. They also informed me that it was an international shipment. I told them that McAllen, Texas is not an international city, and they told
me the package was supposed to have been shipped from Mexico.

The plot thickens...

 

Hey there Ignatz daMouse!

I am truly sorry to hear about the repair issue! I can definitely understand how frustrating that could be. If you still have not received any updated information regarding your console's shipment status, I recommend reaching out to phone support for further
clarification. You can reach phone support from our Contact Us page. Once again, I am sincerely sorry to hear about the issue and any inconveniences this may have caused. Be sure to let us know the results after
reaching out to phone support. Thanks!

 

Thanks Mr Quimby. That link gives me three options: Chat (given up on that - see above), post on the forums (obviously done that), and Twitter (not gonna happen). It seems the mobile contact page does not offer a phone number. I use an iPad nowadays instead
of a laptop.

Regardless, after my posting yesterday the console escaped from Mexico and is now in transit from Laredo. Since I paid for expedited shipping, I hope FedEx can traverse the 6+ hour drive to Houston and have it back in the promised 2 day delivery window.

Thanks for listening to us gripe, but MS really should do something about their notification system. If it says 'shipped' it should mean 'shipped', not 'sitting in a warehouse in Mexico to wait 10 days to be shipped'.

 

Hey there Ignatz daMouse!

Great news! Glad to hear that your console is on its way! Apologies regarding the link, in the future you can reach phone support by dialing 1-800-469-9269 if you are within United States or Canada. Feel free to keep us updated when you receive your console.