Need support but the support team has failed me for 6+ hours

hukedonfonix · Dec 9, 2022

Not really sure that the xbox community is the right place for this but I've exhausted all my options.

I have been on more than 10 phone calls since 12/1 with Xbox support agents totaling more than 6 hours on the phone all because every time they fail to send me my RMA instructions and shipping label. I have spoken to 2 different managers that assured me they would get the email sent in 1-24 hours however I've received nothing to this point (3+ days later).

My latest call to them I was given a phone number to call from a manager, the number was to a local Microsoft office that only handles sales and has nothing to do with Xbox support. The receptionist acted like I was crazy and then transferred me to the Xbox headquarters who promptly said to go online for support, completing the circle and leading me back to here.

Has anyone managed to get out of this loop when the support team fails to deliver both literally and figuratively?

:)

Georges C.

Hello, first it's a pleasure to be able to help you today.

My name is welcome to the community.

Hello Hukedonfonix, in your report you mention that you have already contacted Xbox support so that they can issue your RMA instructions and shipping label.

I assume you are trying to send a console or accessory to Microsft's warranty, if so you have already filled out an online form, if so the shipping label is sent to your email within 24 to 48 hours.

If you haven't requested the warranty yet, I think it's weird that support doesn't help you in this process because they can make you a warranty procedure and also create a shipping label for your equipment.

hukedonfonix

Hello again, I fully understand your point, however here in the community unfortunately as independent consultants we do not have access there is some data or your account, or tools to be able to check the status of your warranty or even create the shipping label.

Understood, I haven't asked for any of that and provided the information myself where possible. I am not asking for a direct fix for my hardware issue, I am asking if anyone has had success with another method of support as at this time the only way that I have found to talk to someone about this issue is the call feature on the support website.

hukedonfonix

As mentioned I've contacted support more than 10 times at this point and each time I was told I'd receive RMA instructions and a shipping label via email but nothing has been delivered. The product was purchased 2/10/22 and is still under warranty for another 2 months, but at this rate I honestly have low confidence I will ever receive the shipping label and that's why I'm looking for other options.

Georges C.

Hello again, I fully understand your point, however here in the community unfortunately as independent consultants we do not have access there is some data or your account, or tools to be able to check the status of your warranty or even create the shipping label.

XBF Meryem R

Hello there!

Regarding your issue, please try reaching out to rewards support for more assistance Microsoft Rewards | Xbox.

Need support but the support team has failed me for 6+ hours