Series X arrived with broken disc drive. Why has Microsoft after sales service been so poor?

I ordered my new xbox series x directly from Microsoft online store and was fortunate to make the preorder. The console arrived yesterday but I then found the disc drive was broken and will not allow either game discs or blu rays to be inserted. I went to
the support page and requested a call back and was told this would take 90 minutes. Four hours later I received a call from Microsoft saying the help lines were closed and I should call back tomorrow.

Requested another call today and spoke to an advisor. He understood the issue, confirmed that the console would have to be replaced and I was given a case number. He then put me through to the sale department who would organise this for me.

Spoke to the sales department and the call taker didn't seem to have a clue what to do. She repeatedly told me to go straight back to the Xbox.com/support page (from where I had come from originally). I explained that I could not see why she could not sort
out this issue personally. She tried to guide me through the process and had me read out to her what was on the page. Whenever she heard me saying something hopeful she had me click on it. None of it was of any assistance. I remained polite and calm throughout
the call but eventually reached the end of my patience and asked to put through to a supervisor.

Spoke to the supervisor who then told me that as there were no consoles in stock I would have to wait for more to be manufactured and then try again to get a replacement. I explained to him that I understood it was possible there was a lack of consoles at
the moment, but surely I shouldn't have to try my luck next time stock comes out, and hope that I get lucky. Surely my request should be put at the front of the queue and I should be sent one automatically when they are available? But apparently
not. Even though, through no fault of my own, I have been provided a damaged machine I would have to try my luck. I relayed to him that this was not satisfactory and had him provide me with a website through which I could make a complaint, but just having
had a look at it, it looks like an extremely complex process.

I then explained to him that I had purchased two games for the console on disc but obviously could not play them even though the rest of the system worked. I suggested that as an act of good faith I could be compensated by way of a digital download so I
could use the console until a replacement could be sourced. He said that this could not be done. It was clear that he either was not listening or was unwilling to help and I terminated the call.

Annoyed that this should be left like this I found a customer support number and spoke to another advisor. She, in essence, told me the same thing. But eventually relented and said she would progress this complaint further. She provided me with another case
reference number, said that she would email me and that I should then wait 24 to 72 hrs for further advice. A. She has not emailed me back B. I have no trust in her claim I will be contacted.

I want to point out that throughout these calls I have remained calm and polite. The call takers themselves have also been polite but they just appear to be either unable to provide an answer, unable to work out how to process the problem or indifferent
to my issues. I get the impression that for obvious reasons they are working remotely and I could even hear them whispering to other people in the room asking for advice.

My issue is surely this is not how a company as large as Microsoft should be dealing with things. I would have thought the process should have gone something like this. 1) Microsoft send me a product. 2) I find the product is faulty and I go to the website
for instructions 3) I find a direct number that can deal with complaints and faults and not the option of a frankly useless "virtual agent" 4) I speak directly to a person at Microsoft who logs the issue and accepts that a replacement will have to be arranged.
5) Either send out a replacement or put me on a list where I am automatically sent one when the become available 6) In the meantime, as an act of good faith, I am given a digital game download or some other form of compensation.

My question are why hasn't it been dealt with in this manner and when will Microsoft give me a straight an

:)