My Xbox Support Nightmare

First off I would like to say I own all the Xbox consoles. This includes the Xbox original, Xbox 360 and now, Xbox One. But I have never had any real problems with the other two consoles like I am having for my with my Xbox One. I noticed, about a month
ago that there was a buzzing/static noise coming from my console. Posted it to Xbox Staff in every possible way I know how (forums,twitter,chat,phone). It appeared no one could tell me what was the issue was or how to fix it. Then a few days ago, I noticed
what sounds like the top fan is making a loud noise. As if it is hitting against some other component of the console. Again, I contacted Xbox Support through ever site/resource and again I was handed false information just to get me to go away. One lady told
me it was normal and that nothing was wrong. After sending the video I took of the issue to multiple friends with Xbox One consoles, they all said their console sounds nothing like mine. Which leaded me to believe my console was indeed defective. So I called
and told the support person about it, he was the ONLY actual helpful and caring person after talking to at least twenty plus people. He told me I could send in my Xbox One console to get it serviced. I was told it could take three to eight weeks to get it
fixed and sent back to me. I didn't want to do this because I don't have my Xbox 360 anymore, and also I pre-ordered games coming out in the next few weeks. Also I don't wanna be without any console because of an issue beyond my control. And even then, accounts
on the internet, people are saying they are either receiving a console still broken or a console that is even more broken. So I asked what other options there was to get the issue fixed. He said we can do the Advanced Exchange method. I agreed because he said
it would take two to three days to get the new console. So we go through the process and then he asks me for my credit card info to put a hold on my account. I gave him all the info he needed, and just wanted to get this issue resolved, as I was about to just
lose my mind dealing with it. He puts in the info on his end and comes back and says the card was denied. He then told me most banks have a limit on how much can be on hold at a time and that in order to get the bank to let Microsoft hold the rest that they
need I would need to contact them and authorize it. I couldn't call the bank on that day because it was a Sunday and the following day was a holiday so I had to wait til this past Tuesday. I called them and told the bank to authorize the hold coming from Microsoft.
They did on their end and I called up Microsoft again, told them the issue, and told the guy I wanted to the the Advanced Exchange Method. We went through the same steps as before and gave him the card info. I was then told it was denied again, and the guy
couldn't figure out why. So at this point I have basically given up all hope. I have a defective console that Microsoft doesn't want to do anything about, and I have no other means to get it fixed besides sending it off for God knows how long (Which I refuse
to do because I know it will just be a waste of time). Now I am pleading with someone from Microsoft.... PLEASE HELP ME!

:)

 

My customer support nightmare

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.

 

My Tech Support nightmare

As stated in my thread. Yes I did updates. It said did not require one. I tired 2 brand new controllers. I wasted over an hour of my time. I did use the USB cable. Why are consoles so difficult to use. I miss the old school consoles where you didn't have
to jump threw hoops and the issues were easy to fix. I think MS should do a better job training their Tech Support and if I new issue comes up they should report it and look into it. It's a controller! Not a Space Shuttle. Should just be plug and go. Instead
it's plug and no.

 

It's a difficult task to keep good and even level on education for support staff.

I feel your pain.

Final solution seems to be solving why your card was not accepted?

- You don't have an internet accesss on your bank so you have to phone?

- The amount MS charge/hold is available?

- Are they running this hold as credit or as payment reservation?

- if not VISA/Mastercard - apply for one of those?

Way forward is probably in one of these.

 

I don't have money on the account. But it is a hold and I am able to overdraft on the card so would that matter? Since no money is actually be taken out it shouldn't matter if the money is there or not. I just don't see how they can make me pay for their
issue.

 

Isn't that card reservation a security that you send unit back - or they charge you?

Why would they need this hold otherwise?

Unless they can reserve and hold that money until your return-unit comes in - they are not interested.

It's a timesaver that you need not await one unit sent in before they send you replacement.

Just what I think happends anyway...see to they can reserve and hold money...

 

you have to have the money available for them to do the hold. no bank will let you overdraft by $500