Supply Chain Woes, Customer Service and that empty spot under my TV

I sent my XBox One in to get the optical drive replaced.

Because of issues in the past with shipping, I opted out of the up front replacement, because I understood that there was a non-zero chance that I'd be the proud owner of a $1000 Xbox, and figured it would only be a couple of weeks. Since we're still in
that general timeframe, I can't speak yet to whether or not the original turn around date is correct.

Also, I appreciate the fact that I've gotten multiple emails from XBox support, indicating that my console was recieved and that it's almost through the repair process.

However, one of the emails I received (which was almost a week ago) contained a FedEx tracking number, but when I went to look it up on the Fedex website was told there was no information. This (understandably, I think) kind of freaked me out, so I went
to chat support where I was told to "wait a couple of hours and check again".

To make a long story short, after several days, multiple phone calls to FedEx and more chat sessions with Microsoft, I now understand that the repair service has to issue the tracking number quite a bit ahead of time so that FedEx can build a manifest that
the bonding customs warehouse uses to "pre-clear" everything they're shipping. It does not upset me that this process is in place, what bothers me is that the process was not explained to me at all, and as the customer the only thing I was made aware of is
that I have a tracking number that doesn't work.

Now, it would cost Microsoft next to nothing to explain that process and set my expectations accordingly, which makes me wonder why it's not being done in the first place, especially when you consider that Microsoft stated goal was for the XBox One to be
the hub of the living room. The system is down, and people are going to care very much when they can expect it to be up again.

Thank you very much for taking the time to read this.

:)

 

Still waiting for my XBOX one power supply replacement!!

I am not one to complain, but I spent almost $800 on a new XBox One console and games for Christmas. The power supply failed after only a month of use. I created a Service Request on 2/16/2014. It is now three and a half months later and I still don't
have a replacement. Customer service has now suggested that I purchase a new power supply rather than continue to wait for my replacement because they can't even find the one I sent in and don't have record of ever having received it. (For the record, I
still have the UPS receipt as well as electronic confirmation that the package was signed for.)

I caved in under mounting pressure from my children and ordered a new power supply through customer service. I pray that the same folks that lost my original shipment are not the the ones responsible for sending me my new power supply.

Stay Tuned!!

 

Annoying Power Supply problem.

Well, i placed it somewhere behind my LCD (LCD is placed on furniture and my power supply under it. Well, Xbox is the first thing under the TV, then the Power Supply under the Xbox). So you guys were saying that it is nothing to worry about. The noise is
more , more silent now. If i sit at 2 metters away from the TV (That's how i sit usually), i don't even hear it.

Bad thing is that the power supply hasn't the same amount of "cold" air like when it was placed near the TV(like the first time), but at least it is more silent, not totally silent, but more.

I will have problems if my power supply will stay like that?

 

Sorry you had this drive problem, hopefully you will get your console back soon and enjoy it as you deserve to, good to see someone with a cool approach to the problem, good luck for the future.

 

As an ex employee of their support team I can tell you from experience that the reason they didn't tell is because they honestly didn't know.

It's common knowledge that most people won't like the fact that MS's service center is in Mexico. Now some level headed people like us understand that it's not a big deal. But to cover their rears, they just choose to omit that information from their training
regimen. Even now I still talk to a lot of people that have worked for Xbox services and they had no idea where the main North America Service Center is.