Service repair problems.

Johnhoy · Nov 6, 2021

Hi,

I had an Xbox One X that needed repairs in April of this year. It was out of warranty so I paid for the out of warranty repair. Instead of repairing my unit they sent a replacement unit with a different serial number. I was unable to register this unit. Now it is no longer functioning, so I created a service order under my original serial number since the warranty was under that serial number. Once they received my unit they cancelled my order with no explanation and never contacted me. After contacting support they are sending my console back without repair because the serial number was not in their system. I am now though able to register the serial number after contacting support, and told I was to send it back under the correct serial number. They only service order I can start under that SN is an out of warranty repair. What happed to the 12 month warranty for repair service? Do I have to pay for another out of warranty repair bill? I provided all the proof of the previous repair but they still insist on sending it back without repair and making me start a new service order number under the replacement console serial number. Any help out there?

John Hoy

:)

Christopher Revoredo

Well the official support page is here! https://support.microsoft.com

Christopher Revoredo

Hi there John welcome to the community forum! Christopher here, an Xbox fan just like you and has been on Xbox for years already. I would really love to make your day by helping you out. Unfortunately, I had a similar experience with my Series X, the good thing is that I contacted Microsoft directly, not Xbox, a Microsoft agent walked me through the process and I didn't pay again!

Johnhoy

Thanks for the reply, not sure how to get in contact with Microsoft. This has been a very frustrating experience.

John Hoy

Bjoern222

Thank you.

I will try again, lets start the gamble...

Ricardo Lechuga

Hi Bjoern222! My name is Ricardo an independent advisor ready to help you with this situation!

Sorry to hear about this situation, currently, due to the time it has been since the purchase, don't think the store could do the exchange even if you have the original serial number one

You would need to request the warranty again, I understand that you have done it 2 times know, and you have the bad experience of getting it damaged also, however that's the proper process, but what you could try is that on the comments section during the warranty process request, describe the situation, that you have already send it back 3 times, this has worked for me in the past

Service repair problems.