Nightmarish First Experience with Xbox Series X (and Outlook password reset)

Hi Microsoft team, I have had a ridiculous experience with your products for the past 24 hours. Here is my feedback as it pertains to XBOX, the XBOX app, and Outlook email password resets.
After months of trying to get an XBOX SERIES X, I finally got it YESTERDAY and was super excited. I am 30 years old but it was extremely great to get something you have wanted for a long time. I took it out of the box and plugged it in.

The Xbox guided me towards downloading the XBOX iphone application which I have downloaded and activated. The app tied to my XBOX. It suggested I log in with my Microsoft account.

Here is the first mistake - I made a new Microsoft account. I wasn't sure what "my" Microsoft account was. And I thought it might be good to create a new email for this application and my new xbox. I made an outlook account and was looking forward to using it.

The APP then suggests I make a very difficult password to keep my new account safe. OK! The suggested password is about 16 digits long and is a series of letters and numbers. My phone remembers all of my passwords so I think, sure, let's use that one. It should save into my phone, right? (Spoiler alert: it did not save anywhere).

Here is my second mistake - the XBOX then gives a few security and safety features that are longer and a little difficult to digest. To make a long story shorter, I chose a setting that APPARENTLY requires the difficult insanely long OUTLOOK password every time I try to use my XBOX gamertag. Didn't fully digest that at the time as I was excited and following Microsoft's recommendations.

So now I have my new outlook, tied to my new gamertag, on my new xbox. I downloaded Fortnite (because me and my friends played Fortnite for years) and I wanted to try it on the new system. Fortnite asks if you want to link your Microsoft account to your Fortnite account and I think, OK! I have my new safe outlook and I want to keep fortnite safe so - sure.

So I played a game or two yesterday. I'm having a headset issue so I think "I'll just reset my xbox real quick" thinking my headset would work. I turn the xbox back on and it asks for my password. I have a password? Oh, its that super long, hard to remember thing? It wants that EVERYTIME I TRY TO PLAY A GAME? Well, I do not remember it, clearly and cannot log into my gamertag - and my FORTNITE account by extension. WHOOPS.

Here's what happens next:

1. I go to the app - The APP doesn't allow you to reset your password, for whatever reason. I try all buttons and options. Nothing. So I get concerned.

2. I got to Microsoft's website - contact us. This is absurd - I cannot contact anyone at Microsoft. To Chat with a support representative, or to receive a Call from Microsoft, you need to give a password. I do not have the password for my outlook. I attempt to call Microsoft as there is a phone listed on Google, and this phone sends me back to the website I cannot use.

3. I go to Microsofts "reset password form" - I have a lot of thoughts on this form that I cannot fully express in a discussion post. Needless to say, it is a terrible form for the situation I am in. Some examples: It asks questions that have no answers "what emails have you sent?" (I have sent none), "what xbox do you have?" I have an xbox series x, which is not an answer listed. It asks for an XBOX LIVE NETWORK ID and then you click "Whats this?" and the website explains it is your CONSOLE ID, but when you enter your CONSOLE ID it is invalid. I would love to chat with anyone at Microsoft about this form. I have alot of thoughts of how you can make it better. Really. I will email you, I will call you, I will fly to Seattle. Let me know. Needless to say, the form denies me ownership claiming I have given insufficient responses. I try again. Denied.

4. My wonderful girlfriend suggests making a new Microsoft email (from which I am posting now) and a new gamertag, and she does that. But now my FORTNITE account that I have played for 3 years is locked behind this password from hell.

5. I now have a second new microsoft account which I use to contact the support team. I chat with a representative who confirms the only way to get assistance will be to use your nightmarish password reset form. I go back to the form and with his guidance, submit a new third request. It has been about 18 hours and I haven't heard anything (remember this as it comes into play later).

6. I set up a Microsoft call and the phone rings, I answer. Microsoft asks if I would like to speak with someone and the CALL DROPS ON ME. Why? Apparently your phone service shuts off at 5:00pm local time. This is laughable, you guys NEED to look into this. If you are planning to drop the call at a certain time maybe stop letting call requests 15 minutes beforehand?

7. I give up yesterday, defeated. I don't want to use this new gamertag because I want my fortnite account as well. I go to the sleep and wake up hoping my second form request has a response. It does not. - Important context: Epic Games will not let you unlink your Fortnite account on their end from your Microsoft gamertag. They give a message "hey if you do this, you will permanently be unable to link your Fortnite account back to your xbox". So I am stuck on their end as well.

8. This morning, I now try to set up a call with Microsoft and walk through this situation again. We speak for probably an hour. He tells me some key details that were not ever told to me, such as the form can only be submitted TWICE (re-read point 5), and then will not take additional requests. I can try again in 24 hours - 24 hours from when? From the second request? The third? Do i have an outstanding request? I'm not sure when that 24 hours expires. He explains no one in Microsoft customer service can help with this issue. There is no human I can speak with either by phone or email or chat who can reset a password. No one can do anything. They can only direct me to this password reset form which has already denied me twice, and I have no reason to believe it will ever approve my form. The form is seemingly not read by a human, but by an AI that is guessing if I am who I say I am.

I think it is clear if I were to speak with someone that I have an Xbox Series X sitting 5 feet away from me that is mine. And I think I can give enough information that should hopefully make this story clear. I made a series of mistakes that I take ownership of but I am surprised by the failure of your user design, and the lack of technical support options.

Please, can somebody help me reset this password?

:)