Online support complaint and headset complaint

If a piece of hardware breaks outside of the warranty you are not entitled of a replacement. If it's still in warranty you can request a repair or replacement through
https://myservice.xbox.com/

That's very unfortunate, in your case it seems that they need to bring the case to the higher ups since you received a faulty replacement for your console. Surely there will be an investigation on their end and everything will be rectified just need to wait
buddy...

If you submit an online replacement/repair you will get a service request number. You can track your order on their website where you placed your order just typed-in the service request number and your zip code, you will see there ETA (You'll get the device
before or on the said date)

If the device leaves at the service center you will received another email providing a tracking number where you can track the order on the courier's website....

Just relax, everything will be okay in the end.. If it's not okay then it's not the end.

Cheers!

So an update to my situation. I called and called to get the issue resolved and after speaking with a manager was able to get an advance exchange set up for me at no cost to myself what so ever which is good because it is the right answer to keep a customer
happy when they received a bad console for a repair. How ever I contacted my local Microsoft stir and explained my whole situation that I was having with the support line and asked if they would be willing to do a one for one exchange so I can get back to
playing especially since I have pre ordered Titan fall and they had no problem with doing so. So today I will be driving about an hour to get my new xbox! I recommend if you have a Microsoft store nearby you should give them a call and see if they are willing
to work with your situation you might have. The MS Store was more willing to corporate and make me a happy MS customer and keep my service than the MS Support team in TX.

I honestly had a terrible experience with customer support, my console is still defective and i called customer service and set up an advance exchange. First i been told it will take 5 working days, 1 week and i have not received anything not even an email
about shipping the console, on top of that i been lied to on each time i called customer services. Terrible customer support and i hope i will never deal with them again

Hi LB...

Yea thats what ppl might have different experiences.

As mentioned in my earlier post, try following up with them frequently(really bull doze them) and you have the right it get it corrected, since you have payed to MS and its their duty to sort it out...