Question about xbox standard exchange.

Hawkeyed1 · Mar 4, 2019

My xbox one x project scorpio console began to develop problems during the middle of last December. It initially would freeze while attempting to to load games, it got to the point where it wouldn't even install games. I tried all the troubleshooting methods,
soft resets, hard reset, resetting the console, first by keeping my games and apps, and then resetting and removing everything. Nothing worked. The console was sent in for repair early january, i got the console back about 2 weeks later, with a letter in the
box saying that it had been extensively tested, and the software was reset to it's original factory state. I set the console up the day i got it back, and to my surprise it still had the same problems. It would only play games from an external hard drive,
so that led me to believe that the internal HD was failing. I contacted microsoft again, this time i agreed to the standard exchange option, even though i knew the chances of getting another scorpio edition were slim to none, but at least i would have a working
console. The console was sent in on the 31st of January, it arrived at the repair/exchange center on the 5th of february. I haven't had any contact from them since the console arrived. I have contacted support numerous times, both on the phone and through
chat. All they do is keep apologizing for the delay. I know it dosen't seem like a long time, but it is 2 weeks today since the console arrived at the center, and if you count the days it took to get there it's almost 3 weeks. They've had my console almost
12 working days, and it appears they are doing nothing. Like i said at the beginning the first time i sent it in i got it back within 2 weeks, that included transport, and them attempting to repair it. What i would like to know is if anybody else has had problems
dealing with a repair/exchange? Mine is just a standard exchange, that's why i can't understand why it is taking so long.

:)

Hawkeyed1

Hi there Hawkeye,

Thanks for reaching out. I'm really sorry to hear about the issue with the current Xbox One Standard exchange repair. I truly recommend to contact
Customer Supportfor further assistance. If you haven't already, try this article:
Help with your existing Xbox or Kinect service order.

Hope this helps.

Hello XBF Crystal P,

Thanks for replying.

I have been in constant contact with support. The latest information is they told me that they are currently conducting an investigation with regards to the package. I can't understand why they don't just send me the replacement console, unless they are attempting
to repair my console. Someone suggested that they might be trying to source a project scorpio edition console. Right now i would be happy with a regular xbox one x console.

My last contact from support was friday the 22nd of february. I will be contacting them again this week if i don't hear anything.

It will be 3 weeks tomorrow the 26th since my console was delivered to the repair center,

i think enough time has passed now to have have had this resolved.

Thanks again...

Hawkeyed1

This is pretty common. There is process to things and a checklist to go through before it's sent back. Also depending on the repair needed that can also play a part. While it "appears like they are doing nothing" That's definitely not the case.
They just haven't finished the repair order yet so they don't have any updates.

I appreciate your reply. But in all fairness if the process and checklist was carried out correctly the first time i sent the console in for repair i wouldn't be here now.

Bear in mind it was supposed to be repaired back in january. This is an exchange for a different console, so i don't know what checklist they would need to perform.

They can "repair" a console in 2 weeks, but it takes checklists and who knows what to do an exchange.

I'm not trying to be smart, but it all just seems ludicrous to me.

XBF Crystal P

Hi there Hawkeye,

Thanks for reaching out. I'm really sorry to hear about the issue with the current Xbox One Standard exchange repair. I truly recommend to contact
Customer Supportfor further assistance. If you haven't already, try this article:
Help with your existing Xbox or Kinect service order.

Hope this helps.

choppyseize

This is pretty common. There is process to things and a checklist to go through before it's sent back. Also depending on the repair needed that can also play a part. While it "appears like they are doing nothing" That's definitely not the case. They just
haven't finished the repair order yet so they don't have any updates.

XBF Jeremy Z

Hiya Hawk!

Thank you for contacting Forum support!

Just as the others have stated above that a repair process can take 14-21 business days.
Also, make sure to count the days from when you send out the console and how long it takes to ship to the service center (adding to the wait time).

Also, make sure to keep track of your order as there should be a tracking number in your Email you received from support.

Hope this helps.

Question about xbox standard exchange.