Poor Customer Service - Faulty Controller

They did not advise me that I would be refunded any shipping costs, only that I would be liable for them. I was on the phone for an hour (which I wasn't upset about) so they certainly had the opportunity to fill me in on their policy.

 

Are you still within the 30 days since purchasing the system jarellm13?

If it was an online purchase through the Microsoft store, check your
Order History

- it may be worth just following through the online process of returning the entire system [item] from the Order history, and along the way maybe discovering what, if any shipping costs you have to pay. I say that because not all Customer Service agents
know what they're talking about.

It may be that you're entitled to a replacement with reimbursed shipping costs if you are within that 30 day period. I can't see it being otherwise because, as you say, they've sent you a defective product.

If you can't get a brand new replacement peripheral at no cost, and don't want a refurb, maybe get the entire refund for the Xbox One [if shipping costs turn out not to be an issue]... and go buy a new Xbox One with the money from a local store.

It's worth taking a tumble down the rabbit hole to have a look... just back out if it goes somwhere dark. =)

Here's the
Refunds Policies with links embedded throughout.

 

When my tablet stopped working Asus sent a courier, with packing material, at their own expense to collect it. It was then repaired and shipped back to me. The whole thing didn't cost me a penny.

So I'm surprised to hear that Microsoft don't offer the same level of service to their customers. Do they refund the cost of the packing materials on top of the shipping charges?

 

Yes, it's within 30 days. Thank you for the information, that's the route i'm going to have to take i believe.

 

And no Jena, to my knowledge they do not. All accessory items are not covered the same as the system itself and the customer is liable (per what I was advised).

 

They totally should. Whether they do or not... I'm not sure. Haven't read the whole policy thing because, meh, I'm not having the issue so don't want to put any leg work in. {XD

I'd contact the US equivelant of Consumer Direct/Citizens Advice if I were the OP and wasn't getting any joy though. Because with what little I know from reading the OP and skimming the terms and conditions, it seems like you have more coverage for returns
and refunds after buying second-hand crap from eBay than you do brand new hardware from the Microsoft Store. lol

 

@jerrellm13~ Ooo posted nearly at the same time. lol Your best bet is to treat your purchase as a whole product me thinks. You're not going to get a replacement peripheral because that isn't covered in the same way, so just return the whole thing, and either
get a refund or a replacement system.

 

Jarrell...I hope you push this issue, and HARD. You are absolutely correct to expect full replacement of defective product. In the last ten years consumers have let their customer service expectations decline drastically as everyone embraces this Brave
New World of online sales. There was a time when business was conducted on a personal level by human beings, and it feels like that time has been lost forever. Companies will only get away with what we let them. Microsoft is no better and no worse than
Sony in this regard. Never stop pushing back when you feel your brand loyalty is being taken for granted.

 

to be fair to the rep, they have addressed the customer as he wanted.

I am sure if the OP goes back to MS with the new information, and do what Arg suggested they will sort it.

 

That's shocking jerrellm13. So not only do you end up getting back a second hand controller but have to pay extra for the privilege.

I swear Microsoft used to give better service.