still waiting on courier for service request number 1360528415

That's very unfortunate, in your case it seems that they need to bring the case to the higher ups since you received a faulty replacement for your console. Surely there will be an investigation on their end and everything will be rectified just need to wait
buddy...

If you submit an online replacement/repair you will get a service request number. You can track your order on their website where you placed your order just typed-in the service request number and your zip code, you will see there ETA (You'll get the device
before or on the said date)

If the device leaves at the service center you will received another email providing a tracking number where you can track the order on the courier's website....

Just relax, everything will be okay in the end.. If it's not okay then it's not the end.

Cheers!

You'll want to contact support directly for assistance. 1-800-4my-xbox if you're in the US/Canada or
http://support.xbox.com/contact-us

The good news is that using that number I actually talked to a human being in the U.S.

The bad news is the call took 1 hour and 37 mins and, not shockingly, the original service request had inexplicably been canceled. In addition, the service request had been entered for a phantom console serial number that was not associated with my account.
The customer support rep couldn't have been nicer but I've had it with Microsoft. The company is defined by total incompetence and it's too large to have any systems that talk to each other. The customer service agent was as frustrated as I was.

I don't play Xbox nor any other MSFT games and I will never play them nor buy another MSFT product (this is all for my kids' stupid controller). Adios!

After a couple of hours of trying and trying again I have eventually managed to chat to someone using the above advise!

The agent I was chatting to transferred me to the "hardware" department and a new service request has been set up for me.

It is a shame Microsoft makes you jump through so many hoops to speak to a live agent, but all sorted at last.

Thanks for the advice XBF Houmaidi.

Thanks for the speedy reply!

I have tried to contact a live agent numerous times and keep getting the message that "Something went wrong at our end. We’re working on it."

Hi and thanks for reaching Microsoft Xbox gamer's community. My name is Josef.
I'm an Independent Advisor and a Microsoft Xbox user like you.

Hope you're doing great today The

Sorry, do you mean the prepaid shipping label needed to send your console to repair?
Or what service request number do you mean?

PS: please don’t share personal information like your email address or similar. Here in the forums no one can access directly to your account information