Substandard support and lied to by not 1 but 3 different representatives

info: Please wait for an agent to respond.

The current average wait time is 0minutes.

Thank you for your patience.

info: Privacy Statement

You are now chatting with 'Sherwin'

Sherwin: Hello, thank you for contacting Xbox Customer Support. My name is Sherwin. Please give me a moment to review your question.

Sherwin: I am really sorry to know that your XBOX has been delayed on delivery.

Sherwin: Were you able to received a tracking number with FedEx?

John: I received an email on the 30th of April it was shipped to me and I contacted you guys twice last week about it and yesterday. I was told last week it had been shipped but when I talked to FedEx they told me it
had not. Both times last week I was told FedEx was wrong or the system hadn't updated... then I look at the tracking and it shipped yesterday???

Sherwin: Oh, I definitely know how it feels that shipment is delayed for some reason. I know that this is already a hassle on your part checking in the update. No worries. Rest assured that I’ll do my best to assist and help you with this.

Sherwin: May I please have the tracking number, John?

John: let me check my email

Sherwin: Sure.

John: [Mod Removed]

Sherwin: Thank you. Let me take a look real quick.

Sherwin: Thank you for waiting, John.

Sherwin: As I have checked the tracking number information, it is already in Transit.

John: yeah... as of yesterday

John: My problem is I was emailed by you guys on the 30th of April that it had been shipped

Sherwin: The XBOX's recent update has already departed at FedEx location.

John: then when I contacted you guys twice last week I was told it was on its way, FedEx was wrong, and I would receive it any day

John: yesterday the person I talked to from Microsoft told me it will be here.. at my house... by the end of the day... Yesterday

Sherwin: Oh, I see. Let me clarify things for you right away, John. This time, I will make sure you will be getting the exact info and not false information you should get.

Sherwin: Thank you for waiting, John.

John: Oh I believe fedex... my problem is why was I told by 3 different ppl that my xbox was on its way and My account said it had been shipped yet fedex said it had not and when I contacted you guys I was told 3 times
it was on its way.....

John: I know its on its way now... because fedex shows it is... I don't appreciate being lied to by 3 different representatives of Microsoft

Sherwin: I apologize truly to you, John. In fact it is not acceptable that you have been provided false information as per the status on your console.

Sherwin: I know how this feel on your part and just contacting us will took most of your time. And it would be bit of a hassle on your part.

Sherwin: The good thing is, FedEx status update is precisely accurate in regards to their tracking information. Rest assured, since the console already left FedEx's premises, you will receive the console within 3-5 business days.

John: so basically... I get an apology for being lied to... "Im sorry you were lied to but at least now you know its on its way"....

Sherwin: I understand you are now frustrated on how you were informed in regards to your shipment with the previous specialists, John.

John: No its fine... clearly I can't trust Microsoft and when not 1.. but 3 different specialists lies to a costumer Microsoft policy is simply to say sorry but at least you know its on its way.... I will never use Microsoft
products again and never use the substandard warranty.... over 20 DAYS to fix it? I could have had it back in 1 day from a repair shop for less then I paid you guys

Sherwin: I assure you this time and as a man on word, you should receive your console with in 3-5 business days.

Sherwin: Basically, 3-4 weeks should be enough to have your console repaired. And once you have the console with you. you should be getting as well a free 1-Month GOLD subscription with us.

Sherwin: Also, a 90 days post warranty. It will start by the time you have signed and received the package from FedEx.

John: I already have 12 months gold

:)

 

Lied to by support reps!

You need to return the items with the receipt to wherever you bought them and tell them they are defective. They should be able to exchange them for new items. That's really the only thing you can do, unless you want to send the controllers back to Microsoft
to be repaired since they fall under warranty.

You have a 90 day automatic warranty for accessories:
support.xbox.com/.../warranty-and-registration-faq

Xbox One Wireless Controller Help | Fix Your Xbox One Controller

 

Lied to by support reps!

If you just bought it it's called a sales receipt. If it's open and you received broken item stores are still doing gift exchanges.

If you have had a controller and worn the thumb sticks down due to excessive play then haha get with reality dude. One controller is not going to last you a lifetime on ANY system. I go through 3-4 controllers per console cycle since the 80's. You probably
need a new controller every few years just like everyone else. No controller lasts forever.

 

Thing with this is, and to be fair most people who work support there internally aren't aware of this either, when you get that email, it's just an email saying that it has been shipped (which it has) and that they've reserved a tracking number for you...
for when it gets to FedEx. Let me explain.

What most people aren't aware of is Microsoft's Xbox Service center isn't in Texas, it's in Guadalajara, Mexico. So when you get that email, it has been shipped, but FedEx doesn't do their transport in Mexico, they use another third party that tosses it
on a truck and then hauls it to the border, which takes days. Once it hits the border, just like any other freight coming into the US, it has to go through customs. Then, once it's done there, it goes to FedEx's distribution center in McAllen, TX. Once
they have it and it's scanned in, that's when the tracking number becomes active and then you can either call them to track it or do it online.

So at the end of the day it's just a lot of miscommunication. Yes, they shipped your package when the said they did. Yes, you have a valid tracking number that's reserved for your package once FedEx actually takes possession of it. I hope this clears
up any confusion. If you set up a same unit repair/standard exchange, it should take from beginning to end about 3-4 weeks. I'd say as long as you're in that time frame, you should be alright.