My experience with Microsoft support

Hi, my name is Vincent, the reason for posting this is to let people know just how terrible Microsoft support has been to me the past 6 almost 7 months.

I bought an Xbox Series X brand new, it was an amazing console for about 5 months, then it started crashing my digital games. I contacted support because a couple games got to the point where I couldn’t even start them up. After doing all the troubleshooting and possible fixes (including 4 factory resets) it was deemed a lost cause and I was told I had to send it to get repairs. I shipped the console very snug with an overkill on bubble wrap, just to make sure nothing happened to it during shipping. I received my console back and was told it was fixed, however, upon opening the package I saw a substantial dent in the bottom corner of the console. I figured if the console works I don’t care about cosmetic damage, but the issue was the console was now crashing ALL games on start up. The issue was not resolved and was worst than before. I called back and spoke to a supervisor and explained I was furious over this, he told me I would send it in and get a replacement console. I sent the console in and instantly got an email saying that because of the exterior damage (which was not there before sending it to get repairs and was not reported upon Microsoft techs receiving it) I am out of luck and have to deal with the broken console. After months of phone calls, sitting on hold, getting hung up on by Microsoft support reps, speaking to supervisors and managers, I was finally told it was framed FedEx’s fault, and to contact them. My claim with FedEx was declined, I was told Microsoft had to file the claim. I spoke with a Microsoft rep and he told me he would send the claim and I would hear from Microsoft again in 3 days, but 2 weeks passed and I heard nothing. I called 2 days ago and explained my still ongoing issue, and I was told my case was sent to the special services team for review. I’m now waiting for a response on their investigation. Close to 7 months dealing with an issue that I did not cause and which should have been resolved after the initial repair order, it has ruined Xbox for me. I feel as though I have been cheated out of my money, and I realized just how bad Microsoft’s support is and how little they care for their long standing customers. From what it sounds like, I am going to take a loss on my console with 0 reimbursement, and it wasn’t an issue I caused to begin with. Utterly dissatisfied and disgusted by this experience.

:)