Please Help - Broken Xbox

Transp M · Sep 14, 2022

Seeing if I can get some community or Xbox support. Been a microsoft / xbox customer for 20 years, all consoles, PCs, laptop, software, and with multiple companies usage. However, may switch over my personal and company accounts on how I am being treated by their customer service and support. Here's the story....

-Purchased an Xbox series X full price about a year ago

-The Xbox kept shutting down constantly "due to ventilation / overheating"

-Tried troubleshooting all solutions with power, ventilation, restart console hard and soft, removed cache, ensure room was cool

-Created a ticket and sent in for repair as per xbox support instructions. They confirmed warranty and repair would occur.

-Received returned xbox (with absolutely no padding or cushion rattling around in a box)

-The shut down problem would still occur

-Calling customer service, they said they can do nothing for repair as they said the console was already serviced and "opened up"

-There was no service or opening up of the console, so this is either a lie or a grave mistake. No way would I do so, or else jeopardize the warranty. I asked for pictures of the service or tampering in an investigation.

-They are saying no replacement, repair, or even a credit or partial credit for their broken console.

-The customer service would not escalate or provide another contact as I was speaking to someone in Central America

Please help on any suggestions or contact. My businesses were all shut down by covid, and the xbox/gaming helped me through that time. But certainly can't afford another console. This seems like the worst possible service for an obvious previously broken console that should be an easy repair or replacement. PLEASE HELP.

:)

Tezzerrific

which country are you in, local laws help, if UK go the CRA route (consumer rights act) this will make them sort the issue by law. other countries have similar laws, if you are in the US then sorry you are out of luck.

Kathy A.

Hello Transp M,

We hope you are doing well. Thank you for posting in Xbox Forums. We are happy to help.

Sorry for the inconvenience you have experience regarding your console repair. We understand that you are trying to get your Xbox Series X serviced for the sudden shut down issue that persist even after repair. Let us check on this together so you will get back to gaming.

We would like to know more about your concern to have a better understanding, we would like to ask for further details.

Since you have contacted support, may we ask for the case numbers from live support team? Please send it through private message by clicking here: Private Messages - Microsoft Community

Or go to your account (Transp M) and select View Private Messages.
May we ask when or what month did this sudden shut down issue happen, date of repair and return date?

Please ensure that this support article was followed while positioning or setting up the console: Set up your Xbox Series X|S console | Xbox Support

We look forward to your response. Kindly let us know, if there is any misunderstanding or clarifications of our description by sending us a reply.

Sincerely,

Xbox Forum Moderator

Microsoft Community

Kathy A.

Hi Transp M,

Thanks for patiently waiting.

We receive an update from the team that checked your case number. The team found out that the serial number was tampered and any modification to the device voids you with the warranty. Therefore, it is out of warranty.

Regards,

Kathy A.

Thanks for your update through Private message, Transp M.

We will be checking your case number and will get back to soon.

Regards,

Transp M

This was never touched. they may have touched the serial number.

This is just wrong and I will continue to post until I get a fair resolution.

Please Help - Broken Xbox