New xbox issue and terrible support

I just bought an xbox one just had it for just over a week. I noticed it wouldn't turn on. Controller would light up and blink but console wouldn't power up. I hit the button and it would turn on that way and the controller would not pair. Ran the normal
self troubleshooting batteries power cycle xbox ect ect controller does however work when wired.

So now i turn to the xbox site for support was going to use online chat but the wait for the call back option was faster which seems weird but whatever. I get the callback within 30 seconds. Gets a call back number first thing then we start his list
of troubleshooting. All do not work so he decides that something needs to be repaired so we start that process and says i need to register and to give him the s/n at some point here we get disconnected and I wait for a callback after 10 min i get nothing
so when i try to call back i get the automated which ends up sending me around for another 5 min.

So i go back to the site and see again that the chat option is at about 10 min and callback is still less then 1 min. I do it again and i get a different person and go over most everything again this one takes about 20 min all in all while annoying but
gotta go over everything. Again it is decided that something is broken or defective so she tells me that we are going to replace my controller and tells me that I will be getting a "loaner" while they repair my controller. I would have to pay nothing.

I get the email from her with instructions that I need to ship the controller myself so I need to pay to have it shipped to them . I do the online chat and go over with them and apparently all that he can do is apologize for them not clearly explaining
it to me and that I would have to pay to ship it to them.

Is this the normal level of service I can expect from the support? Should I even bother and have the entire console exchanged? Or just be done with it return the whole thing and not worry about any Microsoft products in the future?

TLDR I have to pay to ship it to them when I've only had it for 8 days. While its not a lot of money its just the point of the matter

:)

 

Security issue - terrible support

My email address was recently associated with another user's XBOX live membership/gamertag/live id (or whatever else you may call it). I found out when I received an email, to my gmail address I have owned for many years, stating that "you successfully
activated Prepaid 3M Xbox LIVE Gold on Wednesday, May 01, 2013". I called XBOX support and spent few minutes trying to tell them what had happened, and was silenced with "there is nothing I can do to help you". They recommended I post on the Microsoft
account forum to see who was using my address and, an even worse solution, contact Google to see who was using my address. I posted on the forum, where they in turn said I should change my password, which I already had, and I could contact XBOX support. Funny.
So I contacted XBOX support again and spoke with a nice lady named Pam, who explained that she couldn't help me, but respectfully transferred me to her supervisor (named Angela?) who initiated the worst support phone call in history, and ended the remote chance
of me buying any sort of Microsoft product again, excluding the most necessary Office applications that Microsoft has monopolized. I spent at least 30 minutes trying to explain my situation, asking her to just do something, with her only response being, "if
it's not in my system I can't do anything". She went on and on about how she couldn't give any information to somebody if it wasn't their account, which I appreciated. So, then I asked her to look up my account by name. She found it and asked me some security
questions, only at the end she said she couldn't verify my account. I gave her every bit of information I had on the account, and she didn't want to admit that it was me. While she was trying to explain her reasoning, I went ahead and changed the billing contact
email address I had on file to a different email address. To my surprise, not only did I not get an email to that address asking me to confirm it, I received no email at all! I then pleaded with the lady on the phone that this was a serious security issue
and should be dealt with. She refused to hear me out. She continued to say that I should get with my local law enforcement to file an ID fraud complaint with this person since the initial confirmation email was addressed to an actual name, and that I should
contact Google to see who was using my address (obviously Google will have information on a Microsoft product account, that makes so much sense, since they are competitors and all). I continued to beg her to at least escalate the security issue complaint,
send an email to someone, or just do anything. She ended the call saying "I've told you 3 times that I can't do anything and Microsoft regulations say that I must end this call now. Goodbye". Ha! I was so mad I was shaking. I immediately called back and spoke
with a young lady who completely shocked me. Not only did she apologize for what I had experienced, she was able to find my account, change my email address (to an address that she had no idea if I owned it or not, but this shouldn't be her problem), and even
find the account that was using my email address. Unfortunately, due to security reasons I can actually understand, she couldn't do anything to that account without speaking with the owner. Now, there should be a policy in place to deal with fraudulent email
address use and they should be able to contact that account holder, but let's take this one step at a time, judging from your support supervisor personnel. She kindly agreed to send a note to whoever she could regarding the security issue I pointed out, that
one can easily change their contact email address to whatever they want, with no confirmation or security policy whatsoever. So, this brings me to my point (thanks for reading this far). Please address this security loophole and fix it. I believe it is quite
obvious that there should be a confirmation before you are able to officially change your email address, and that you should know beyond a shadow of a doubt that the person initiating the change owns that email address.

 

Security issue - terrible support

> Now, there should be a policy in place to deal with fraudulent email address use and they should be able to contact that account holder

This does not fit any definition of fraud, but instead it looks much more like the person who signed up for Xbox LIVE with their own money typed in the Gmail.com addresse incorrectly when they made their account. When they find
that they used the wrong addresse and can't use the Xbox LIVE Gold subscription they paid for, they will call Support, and the agent will help them find their mistake and get them moved off your Gmail addresse.

Used to be, there were no validations of email addresses - but it's been required for months, now. You can't sign up for a Microsoft Account using a third-party email addresse without confirming that addresse is theirs. You can
confirm that at http://account.live.com if you wish, to demonstrate that loophole is now fixed going forward.

 

take it back to the store you bought it from, they have to replace the faulty goods, simple as that, no need to mess with Microsoft

 

I bought it online From dell with the 100$ back a few weeks ago so not just an easy return. the phone support told me this way would be faster and easier. I'm just deciding now is it even worth to exchange or just return and be done with it.

 

"I'm just deciding now is it even worth to exchange or just return and be done with it." - Izde

I'd return it and be done with it.

If you still want one, buy another one somewhere else. They're cheap.
IMO.

 

Return or replace? That choice is yours and yours alone.

Just remember, their are no refunds on digital games purchages (least thats what I heard) so if you bought any, you might want to consider having the console replaced as opposed to a refund.

 

This is why I prefer brick and mortar...take the bloody thing back for a new one if faulty. Chances are if you send it in for a repair, you're just going to get a refurbished. Send it back for a refund would be my advise.

Peace, J.R.

 

It's not any harder to return something to Dell than it is with any other retailer...

 

Dell has brick and mortar stores, though around here they are harder to find than Best Buy, Walmart, Target, etc.. Seeing as he bought it online, I would guess maybe there isn't a Dell store near him, or why wouldn't the O.P. just take it there for a exchange?
Bought a few things online that had to be exchanged and never had a problem driving to said store for a swap; personally wouldn't deal with sending a new product in for repair.

Peace, J.R.