Neverending Series X Issues + Support

I really wasn't sure where to share this story because it's honestly unbelievable and considering I've been loyal to xbox since the 360 came out I thought I'd just share my experience with the xbox series x and calling support.

In total I've spent about 5 to 6 hours with support over the last few months. It all started when I used affirm to buy my xbox from Verizon as it was the only store with it in stock relatively soon. I then started to experience connection issues with my xbox. I fully reset the console, updated the controllers, started from a new setup rather than an existing backup and I tested my controllers with other xboxes to ensure it wasn't the controllers themselves.

Verizon didn't let me return the xbox as it couldn't process the return since it was through affirm but that's another story.

So I decided to send it in for warranty repair. I sent it a total of 3 times and it still was experiencing the same issues every time. Each time resulted in xbox trying to troubleshoot with me over and over. It was a minimum of 30 min to an hour each time, truly inefficient although each were very kind in their approach. I think that the transferring of knowledge between support agents and the system for following up on niche cases isn't super fleshed out.

Then on the third time of sending in my console, 2 months into this entire process and 2 months without my own xbox, ups ended up losing the shipment and it wasn't until a week later that I was notified only when calling UPS to find this out. I called both Microsoft support and UPS and Microsoft said I had to file a claim for the xbox via ups in order for any steps to be taken. A problem for which was not my fault at all and which ups admitted to losing it. So I filed the claim and contacted Microsoft support 3 or 4 times, with the case needing to be created each time even though I had already created it, and the relevant information be given to Microsoft each time.

I still have yet to receive a replacement xbox and I have really lost a lot of faith in Microsoft as a whole and their ability to both resolve hardware issues and provide adequate support to this issue. The support team is very helpful but I think they don't have the right tools to enable them to provide the best support they can. Considering I spent almost 600 dollars on this console, none of this should be an issue....

:)