My customer support nightmare

The customer service I have had from Xbox over the past eight weeks has been utterly useless.

My first issue, was that the xbox one i got for christmas had a faulty disc drive which wouldnt read any discs.

I then received a second Xbox one via an advanced exchange which had exactly the same issue. Im then referred to the specialist team who took nearly 2 days to email me, only to tell me to call up and arrange a second advanced exchange.

I arranged this exchange and a week later still no Xbox. So i call customer support again to find my third console has actually been delivered to the other side of London and that i would AGAIN be referred to the specialist team to deal with it and was
told they would email quickly.

Nearly 2 weeks and two phone calls later I still have no email and ,to insult to injury, I have now today received an email to tell me that as my faulty console from my second advanced exchange (which I never received) was never received back, I've been
charged £326 for a whole new one!

In total I have made 6 phone calls, sent 3 emails and live chatted once over the past eight weeks and I am no closer now to having a full functioning Xbox than I was at Christmas when I unwrapped my new console to find it to be faulty!

This is beyond a joke, for something that costs so much the service ive had for my faulty item has been nothing short of ludicrous!

:)

 

Customer "support" - (Chat support nightmare)

Same thing is happening to me. It's a surreal experience when you get lost in the bowels of the 'customer support' of Microsoft. 2 separate chat support personnel told me by Advanced Exchange box had been shipped. After nothing arrived the 3rd support
tech tried to tell me the same thing but when I demanded a tracking number they were unable to provide it. 12 days and counting and there has been minimal movement as to getting my xbox one repaired. Incredibly frustrating.

 

Customer "support" - (Chat support nightmare)

To start off, I would like to state that I have been an Xbox fan since the original came out with Halo. I've been loyal since. With my recent experience with Xbox and their customer support, it has made me wonder why I've spend so much money with them.

Last month, after dealing with the disc reading errors over and over, and having to put in Destiny 15-20 times before it would read, I decided it was time to send it in. I ended up sending it in to Xbox to have it repaired. I even paid extra to have it shipped
there and back with "2 day" shipping.

After sending it in, I waited a few days and then I received an email stating its been received. I would check the "status" on myservice.xbox.com and it said, "Product has been received" with no additional information. Then a couple days later it stated
that a replacement product has been shipped. So I thought, Wow, that was easy. In the email it did say that I should wait 2-3 days before the tracking information will update. So I waited 2-3 days and pulled up the tracking and it still showed, "Not Found".
I waited 2-3 more days and it said the same thing, so I went on the xbox support page and tried to contact Xbox, to try and find out where my Xbox was. I could either wait 45 minutes to talk with someone or wait 20 minutes to chat. Since I figured the "Chat"
support would be just as helpful as calling someone, I decided to chat.

After waiting the 20 minutes, I was connected with Mark A. I explained my issue and Mark tried to help me out. He said, "Mark Andrew: I have found that your Xbox is already delivered back to the courier. However, before the courier handle it, it undergoes
checking with the Logistics Quality checking."

Now I understood that as, at this current moment, the courier has my Xbox but before it could be delivered back to the courier it went through a Logistics Quality check. Which makes sense, since it would help to send a replacement that is broken. BUT later
I find out that isn't the case.

Here's how:

"Mark Andrew: This will be the last day that the console can stay on the Logistics office.

Alexander Lee: So It should appear on the courier's tracking info after 4 days?

Mark Andrew: So, from today, it can be delivered to you 2-3 days.

Mark Andrew: The unit can be placed to the courier dock for delivery today."



So after reading that I understood that it actually hasn't been picked up by the courier but that it would be on the dock for delivery today. Since I just wanted an estimated time for my delivery, that's all I needed. I was expecting 2-3 more days, like
Mark said.

I waited the 2-3 more days and checked the tracking, which still showed "Not found" when I click the track order. I waited another day, just for good measure. Still couldn't find where my Xbox was. So I went back to Xbox support and again, had to pick between
a super long wait and a shorter wait. I picked the shorter, thinking the individual would be able to help me.

I was connected with Brandon S. Brandon read my question and after a few minutes came back with this response, "I believe I may have found the reason for the delay. So it is in Fedex possession right now, and when I check the tracking number they provided
I see that they posted a message saying "A winter storm is causing potential delays and disruptions in the northeastern U.S.". When I read that he believes the package was in Fedex possession but that its being held up by a "Winter storm", I knew this wasn't
going to be fun. Its been a few years since I've been in Geography but the last time I checked, Texas isn't apart of the "Northeastern" U.S. I also wasn't aware Texas had a lot of "Snow storms".

So I went on to explain that Fedex posted that on their website for informational purposes only and not directly in relation to that shipment. But his response was, he can not guarantee anything once the package is picked up. He also asked if I have tried
contacting Fedex, which I had. I explained that they haven't picked it up and have no record of it. He responded with:

Brandon S: That's odd.

Brandon S: They are the ones that provided that tracking number.

Brandon S: Did they lose it in shipment?

To which I asked him, what he was looking at that showed it had been picked up. To which he told me to go to the myservice page and look at the status, “product shipped to customer”. I explained that just because the Xbox website states “shipped” doesn’t
mean that it has been picked up by the courier, usually it just means that the shipping label has been created. I also told him that I have talked to Fedex for the second time and they stated that the shipper creates the tracking number and Fedex wont have
it in their system until it is scanned and received.

Brandon disagreed. He stated that Fedex picks up the order, prior to creating the tracking number and prior to putting the shipping label on and prior to them scanning it into their system. He continued to state that Fedex with then create the shipping,
tracking and label and put it on themselves.

Okay, I ask anyone in any sort logistics job, shipping job or any sort of job that requires packages to be shipped by a 3rd party. When does a 3rd party ever pick up a package with out any sort of shipping information already on the
package? I have worked with Fedex for a long time, I am a warehouse manager that ships thousands of packages a week and WE create the shipping labels, using a Fedex program, we then put the labels on the package ourselves and then place it on the dock for
Fedex to pick up, THEN SCAN. When they scan it, using wireless scanners, it automatically updates the tracking indicating that it has been picked up by fedex.

But alas, Brandon disagreed. He then stated that since Fedex took possession of it, he wasn’t going to do anything and that I would need to contact Fedex, again. So I asked him what I could show to Fedex that stated they had picked it up. To which he didn’t
respond. So I asked again and he stated:

“Brandon S: Check the order status on myservice.xbox.com

Brandon S: It shows product outbound and right next to that it says fedex.”

He then stated, “Brandon S: I need you to understand how this works Alexander.

Brandon S: But in no way,shape, or form are we the ones that have your package.”

. Then as if that answered all my questions and concerns in regards to my lost $450 package, he asked, “Brandon S: Did you have any additional questions for me today?”

That conversation unfortunately took 45 minutes and instead of finding out where my package was, according to Brandon, it was now lost and there was nothing he would do to help. So since, Fedex didn’t have it or any sign of it. I was now missing my Xbox
and nothing to do about it.

So I called another number. I was connected with and individual in the Support center. Unfortunately, I did not get this individuals name because he was the only one to help me out. After doing some research, which only took him 45 seconds, he informed me
that not only did Fedex NOT HAVE THE PACKAGE but that even if they did, Xbox would send me another if it got lost somehow in transit. He explained that the moment Xbox took possession of it, it was their responsibility and they would get me a new one, regardless.
He stated that there was an issue with the order and that it would be sent out. But he again confirmed that it wasn’t shipped but that it would be soon. And like he promised, the next day I was able to finally see that my package was picked up. On the Fedex
tracking page, it shows the package was picked up on the 19th. 2 days after the conversation with Brandon and a full week after the conversation with Mark.

So after being lied to by 2 separate individuals, who both stated at one point or another, the package had been picked up by Fedex, and a month later, I’ve finally know when my Xbox will arrive.

Oh and to finish this horror story off, my Xbox was not sent with “2 day” shipping like I had paid for. It’s being shipped ground so I will need to wait another week to receive it. The whole process to well over a month. Just to get a replacement product.
They didn't fix my Xbox but sent me a replacement. So there was no "repair time involved".

I post this not in “revenge” or out of anger. I just was unable to find any other way of leaving feedback for the “Chat” customer support. They need to understand that if they don’t know the answer to a question, they should not make up answers. They, if
possible should find out the answer or point the individual in the correct direction to get a correct answer.

Needless to say, I will never decide to take the shorter route and pick the “chat” option. Waiting the extra 40 minutes and get a correct answer is definitely worth my time.

 

Sorry to hear the experience you are going through mate, its similar to mine at the moment, though yours is definitely worse. I've also had an email telling me I'm going to be charged for not returning a faulty replacement console even though it was clearly
received by Xbox almost two weeks ago and all the support staff I've spoken to have all acknowledged it shows up on their end as received by them.

I am waiting for any form of contact from the 'specialist team' and I've been waiting almost two weeks. This seems to be the problem. I will be furious if after all this waiting they don't even do anything to drastically speed up sorting out my problems. The
normal support staff have been as helpful as they can be but once cases are escalated to the specialist support they don't seem to be able to do anything to help. I don't get it. Look around this forum and the Internet, you are not alone with this, just make
sure you let them know of your horrible experience because if enough of us do that, maybe they'll take notice.

 

Yeah sounds like you are going through some pretty horrific service too. I've been told that there is a "high volume of complaints" at the moment, which is what I'm currently being fobbed off with. With the severity of complaints that we have, both worth
well over £300.

It's scandalous really, having a customer support team that can only go to one level of helpfulness and then completely crumble after that, becoming absolutely powerless.

I just wish I could get a name or contact details of someone who I could speak to directly to deal with my case. At least that way I would at least get the impression something is being done, rather than just picturing some guy in America twiddling his thumbs
at a keyboard rather than typing my email.

 

Yeah I know exactly what you mean. I've spoken to 5 different support staff in the last 2 weeks and for the most part, I'd say 3 of the 5 have been really helpful, gave the impression they genuinely cared and seemed proactive in trying to speed things along.
But at the end of the day, you're at the mercy of the specialist 'advocacy team' and we have no means of directly contacting them, all we can do is wait and hope they actually do exist and are working as quickly as they can.

One of the support staff told me yesterday they couldn't locate the faulty replacement I sent back to them, they then checked the tracking number and were like, "Oh, it shows we received it... but we don't know where it is". Awesome. Sounds like they misplaced
it at their own service center, that's my fault, definitely owe them £300 for that.