Open Letter to Microsoft about Customer Service

Dear Xbox,

My name is Grant Groomes. I wanted to inform you of a recent experience I had with your product and Customer Support Team. I purchased an Xbox one X on launch day. I was excited and looking forward to playing on the world’s most powerful
console. However, after only a week of having the console it started to have severe problems. It refused to play games and would always give me an error message saying “the game took too long to start”. I decided to get in touch with Customer Support to resolve
the issue. The following list is a brief account of the past 4-5 weeks of events.

1. Sent in Xbox to have it serviced.

2. Received Xbox after roughly 2 weeks of waiting, the SAME problem existed.

3. Contacted Support and was offered an advanced exchange for a New Xbox.

4. Received New Xbox and went to drop off defective Xbox at FedEx the SAME day.

5. FedEx refused to take the package and insisted that a new shipping label was needed.

6. Contacted Support the next day to sort out the issue, was told I would be sent a new label soon.

7. A few days go by, I follow up with support and was ensured that a new label was coming and that I would not be charged for a new console in the meantime.

8. Around 2 weeks go by, no label has been received nor was I contacted by Support.

9. Received email from Xbox informing me that I was going to be charged for a new console due to the defective console not being received.

10. Contact customer support, was transferred 5 times to multiple departments, put on hold for over an hour, was told that I would be contacted the next day with information about a new shipping label.

11. The next day came and I was NOT contacted by any means.

12. The following day I contacted support again, this time the representative was able to contact the necessary people and I received a new shipping label within minutes. This rep. was helpful and the whole process took
less than 30 minutes.

I have been a customer of Microsoft and Xbox for all of my life. I have purchased many products and have spent thousands of dollars over the years. This experience has caused me a lot of stress and anxiety over the past month, and has left me questioning
my future loyalty to your brand. I felt like I had to take the initiative every step of the way, and that I went above and beyond on my end. I am very disappointed in the way I was treated and in the way this issue was handled.

Sincerely,

Grant Groomes

:)

 

Open Letter to Microsoft about Customer Service

Dear Xbox,

My name is Grant Groomes. I wanted to inform you of a recent experience I had with your product and Customer Support Team. I purchased an Xbox one X on launch day. I was excited and looking forward to playing on the world’s most powerful
console. However, after only a week of having the console it started to have severe problems. It refused to play games and would always give me an error message saying “the game took too long to start”. I decided to get in touch with Customer Support to resolve
the issue. The following list is a brief account of the past 4-5 weeks of events.

1. Sent in Xbox to have it serviced.

2. Received Xbox after roughly 2 weeks of waiting, the SAME problem existed.

3. Contacted Support and was offered an advanced exchange for a New Xbox.

4. Received New Xbox and went to drop off defective Xbox at FedEx the SAME day.

5. FedEx refused to take the package and insisted that a new shipping label was needed.

6. Contacted Support the next day to sort out the issue, was told I would be sent a new label soon.

7. A few days go by, I follow up with support and was ensured that a new label was coming and that I would not be charged for a new console in the meantime.

8. Around 2 weeks go by, no label has been received nor was I contacted by Support.

9. Received email from Xbox informing me that I was going to be charged for a new console due to the defective console not being received.

10. Contact customer support, was transferred 5 times to multiple departments, put on hold for over an hour, was told that I would be contacted the next day with information about a new shipping label.

11. The next day came and I was NOT contacted by any means.

12. The following day I contacted support again, this time the representative was able to contact the necessary people and I received a new shipping label within minutes. This rep. was helpful and the whole process took
less than 30 minutes.

I have been a customer of Microsoft and Xbox for all of my life. I have purchased many products and have spent thousands of dollars over the years. This experience has caused me a lot of stress and anxiety over the past month, and has left me questioning
my future loyalty to your brand. I felt like I had to take the initiative every step of the way, and that I went above and beyond on my end. I am very disappointed in the way I was treated and in the way this issue was handled.

Sincerely,

Grant Groomes

 

Open letter to Microsoft regarding Customer Support and Service

Hey Grant!

Thanks for posting the info. I hope it does get noticed here. Xbox Support does not work in the forums here.

The advanced exchange is tricky at times since a hold is being placed on your card and you've only got 14 days to return the console.

I hope the console is working well since all this happened.

 

Hi there,

I understand where you're coming from, but creating multiple threads/cross posting in the forums is against the

forum rules.

You've created the same thread
here, here and

here.

Feedback/suggestions are best posted on the
feedback site so the right people will see it.