Service Order for replacement controller INCORRECTLY cancelled by Xbox

OgnjenVuckovic · Sep 19, 2020

Hi, I was wondering if anyone in the community might be able to help.

I recently reported a faulty controller which was only 2months old. I got a call back from the Support Team pretty quickly and they created a service order for a new controller to be sent out to me (that was on 11-Sep). I had to return my faulty controller,
which I did using the UPS service they offer and this was successfully delivered. I was very pleased with customer service at that point and was looking forward to receiving a new controller (we have 3 teenagers using the XBox at home!). However, I suddenly
received an email on 17-Sep saying the service order has been cancelled with no explanation. Checking the details in that email, I can see that they incorrectly specified the serial number of the controller and wonder if there was a mix up at their end.

I have tried to contact Support Team again in the same way that I did the first time (ie. request call back through online chat), but despite trying multiple times have not received a call even though the online service chat said that callback was "successfully
scheduled and you will get a call in 2mins".

Needless to say, very frustrating. I feel as if someone has stolen something from me, without the ability to do anything about it.

Any thoughts or suggestions from the community would be very much appreciated.

:)

XBF Brad A

Hi Ognjen,

Thanks for reaching out to the forums. We see you have a question on a replacement. We are sorry for any inconvenience of the cancellation. Your best option is to get with support. They will be able to see why it was cancelled and such.

When you go to Contact Us, follow these steps to request a call from support:

Step 1 ----click on Contact us
Step 2 ----under what you having trouble with select Subscriptions & billing
Step 3-----under what is the issue I can't redeem a code then hit next

Step 4 ----scroll down to select request a call

Once they call explain the issue and they will be able to help you. Note that these options regularly change so just keep selecting something that gives request a call from support as a contact option.

Hope this helps.

Brad

Nandut4

can you share the e-mail Id, it is do not reply email

Nandut4

Shipping label is not displayed in the document it is showing as mentioned below

FinShanahan

When I try to put a service order in and click on the shipping address it takes me to a page that is broken. It has been like this for the last two weeks and every time I try to get the replacement the same thing happens. The controller is still in warranty and I have the correct serial number. This means I cannot place the shipping order and get the replacement that I need.

Nandut4

Hi,

It's been more than 78 hrs since I placed the service order but didn't receive any e-mail on delivery challan yet, checked spam folder as well couldn't find it.

Service Order for replacement controller INCORRECTLY cancelled by Xbox