New series X has arrived but with a broken disc drive. Why am I getting appalling service...

Well, i didnt mean just suck it up and do nothing after that i just meant for now. Until you get your registration done, request repair or replacement when its available, then they'll email you a shipping lable. Its easier and more efficient in dealing
with Microsoft's micky mouse, out sourced, customer support. Those people are jokes. Back in the day when you contacted 18004myxbox they were there when you needed them and in most cases got the job done. And i didnt mean to soumd offensive, again, the only
point i was getting across is your XBSX can still perform for you but you'll have to deal with it until your repair order is accepted. It sucks you cant use your disk drive and get going straight out the gatethe way you deserve to and expected to. However,
to think some out sourced customer support is going to hand out game codes is unrealistic. Anyone could come up with a story like that and get free codes so thats not even going to be the realm of possibility. Not saying your story isnt true but especially
when you're dealing with an oit sourced customer support you cant expect and rabbits out of the hats from them thats for sure. I fell your pain though, its just a big hassle, your not getting what you paid for right up front, you have to adjust and make expections
to utilize your hardware. Then at some point your going to have to send it away for a few weeks for replacement which apparently cant be done now from what you say. However, when you go and register your XBSX in your microsoft account try and start a repair
request right away. I mean that representative may have not know her **** from a whole in the ground. Its hard for me to imagine they cant just replace your drive by sending it in. At the very least if you request repairs from the device page it may say when
repairs are available or it might just spit out a shipping lable right away i dont know. I do know the shipping lable is good for 30days when they do send it. Let me know how it goes from here. Happy hunting.

Well that is true you wont know when you'd get it back yet they should give you an estimate. Id be willing to bet though that the MS repair place will have some back stock to replace it as well as parts. However, if you go youtube and see how easy and simple
it is to take apart the console one of the first things that comes out after the shell is off is the disk drive. You dont even need to start taking out the mother board or anything else. Its like bam, you take oit 8 screws and you're at the disk drive. I think
the whole thing with "if we cant repair we will just replace it" is a standard disclaimer in the most extreme cases. If they are offering you the chance to send it in and the disk drive is indeed bad no doubt the official reapir department will have them in
stock. Moverover, what if its just something simple as a wire got lose and they just have to fix that without needing to replace the drive or enitire console. In your situation id be willing to bet theyll have it repaired and sent back in a few weeks.

On the note of how you feel with MS support I completely understand. The customer support is just a nightmare on so many levels. You have every right to be dismayed by it. On the other hand the process to send the console in and have it repaired and replaced
worked well for me in the past. I can only assume they are all geared up and ready to go at the repair department. Last thing they need is another scandal. Im sure the repair department learned many lessons from the era of the RRoD issue from the 360 era.
Recently, they had a class action law suit against them because of how the elite series 2 only had a 90 manufacturing warranty and the failure rate was too high. I just got mine repaired last week. They cant afford a PR nightmare in a case like yours where
your console came defective and they cant replace or repair it because their repair department isnt stocked up. I cant imagine MS operating on that level of irresponsibly. The idea they wouldnt plan ahead of time and calculate to cover a percentage of the
inevitable defective units is quite frankly unfathomable. Therefore, on that basis as well as always getting my stuff fixed and returned from them id just send it away to get fixed. Or just enjoy the console without the drive for a few months when you fell
like its safer to do so. Eitherway, i feel like i did my job connecting you with how to register and request repairs for your console so the rest is obviously up to you. But at least you got that option now and wont have to deal with Microsoft's out sourced
pitiful customer service representatives.

Hi Trinitarian,

Thanks for responding again. Firstly, I didn't think you were being offensive and I appreciate you even responding in the first place.

I had already registered the device and started to take your advice on the warranty side. After entering my shipping address I went to the replace or repair option. However there was only one choice and that was to send it in for repair. They then made it
clear that if it couldn't be repaired it was only then that it would be replaced.

Now as you pointed out that might normally mean a couple of weeks without the console waiting for it to get back. But with the situation as it currently is who is to say that wait wouldn't be for months, especially if people are fighting over them.

Another (of my admittedly many) issues is that why should I accept the same box back but "repaired" instead of a brand new one.

With regards to the game codes that is by no way my main issue, just as a matter of politeness and fairness I thought they would either offer or accept my idea of giving me one. I mean, I have already spent over £100 on games for this console, I'm don't
want to pay out yet again on downloads when there is probably very little chance Microsoft with recompense me.

I don't deny that I am a very moralistic person and I have spent my whole working life providing excellent customer service. This is both because it was the professional thing to do and I couldn't bring myself to do otherwise. I think this is why I am getting
so annoyed by this situation. A large company takes my hard earned money, provides me with something shoddy, and then won't take responsibility. That is the kind of behaviour sticks in my craw.

I would imagine that these posts are monitored by Microsoft staff. but the chances of them reaching out to me, or any of us, in order to resolve it are slim to nil.

Thanks again

I don't feel this is a matter of "just sucking it up". This is more of a question regarding customer service. Nor am I saying that on the grand scale of things this is a matter of great consequence. In a world where people are dying from Covid, the fact
that my console doesn't work isn't hugely important. But a professional company such as Microsoft should have a better response than this.

But thank you for your advice on the registering the console with Microsoft so to organise a warranty replacement. It's just that I am of the opinion that Microsoft should be automatically doing that on my behalf.

Well i guess its a glass half full case. You atleast have the XBSX. Just suck it up and get some digital games or gamepass for now. In a few months when stock is back up go to your microsoft account

and make sure your console is registered under your devises. The warranty should be good for a year so you can start a claim right there in your microsoft account without the headache of dealing with microsoft's outsourced subpar customer service. You'll
be emailed a shipping lable once they are caught up and able to fix or replace your console. Im all digital. If i had your defective console i wouldnt even know it was defective. I never use my disc at all. Heck for all i know my xbox one x disc drive might
not even work lol. All in all, id just register the box on you microsoft account and keep trying to get a ticket every week until it goes through, in the mean time id just take advantage of the rest of the console. Buy those games you got on disc digital.
Go to gamestop or sell those disk games on ebay to get a few bucks back for them for now. I have a worse story then yours yet i wont bore you with it. Suffice to say id rather be in your shoes lol. Good luck