Series X repair and terrible customer service experience.

My series x has a graphics card issue, sent it back to Germany ( from ireland ) and it took 9 days in total ( great turn around ) but they sent back the same console with the exact same issue which is absolutely disgraceful. I got straight onto support who offered me the advance exchange, put me on hold for 10 mins and then said they dont do it anymore??? you just offered it to me!!!

I was then told the only option I had was to send it back AGAIN but this time expedited and they would give me a refurbished console instead. Its now been 6 days and it hasnt even left the service centre. Judging the time it took first time around it will fall outside their expedited time of 9 - 11 days. I was then told UPS was the problem and to contact them and if they couldnt resolve it to call back and they would raise an escalation. Called UPS who as I already knew would happen was told they had not received the package yet. Tried to request a callback from support and I got a message saying my daily callback limit had been reached??? one call back is the daily limit?? they basically blocked my number and you cant even call them yourself ??I made a new outlook account and got a call back on a different number so I could request an escalation and the guy told me he couldnt do it until it goes beyond the time?

Why do all of these agents not follow the same process? I get offered things that are not available, promised manager callbacks and told to call back so something can be done only to be told an hour later that it cant?

Its driving me crazy that I am now 3 weeks without my console and absolutely nobody in support cares.

There is a total breakdown of communication between the customer service centre which sounds like its based in Asia and the repair centre in Germany.

Why is it so hard to get a call back from a manager or supervisor?, I have requested a call back 3 times now and been lied too about it the first two and still nobody seems to care.

:)