[Support Failures and Endless Repair of My Xbox One]

Em abril deste ano o meu console Xbox One recebeu normalmente as atualizações. Contudo, na mesma época, eu assisti vídeos de conhecidos Youtubers que demonstraram funcionalidades trazidas por esta atualização que eu não encontrava no meu console. Fiquei
com dúvidas e entrei em contato com o Suporte Xbox da Microsoft Brasil. Foram alguns contatos em momentos diferentes e com colaboradores diferentes. Todos, mesmo que a partir de explicações diferentes e utilizando versões diferentes do software do Xbox One,
me orientaram a fazer atualizações offline do console. Isso foi feito algumas vezes, pois a cada orientação do Suporte, "o problema" não desaparecia. Eu continuava sem algumas funcionalidades. Depois de algumas tentativas, não apenas as funcionalidades não
apareciam como eu passei a ter problemas com o console. Travamentos, lentidão e por fim ele parou de funcionar. Entrei em contato mais uma vez com o Suporte então fui orientado a solicitar o reparo do aparelho. O que eu não sabia e nenhum (nenhum mesmo) colaborador
do Suporte me informou, é que as tais funcionalidades que eu achava que estavam faltando na minha atualização eram exclusivas para membros do programa Insiders. Ninguém no Suporte questionou isso comigo. Ninguém. Eu não sou Insider. Nem sei como funciona o
programa direito. Essa averiguação teria que vir do Suporte. Faria parte da investigação do problema que eu relatei. Isso fica claro para mim agora. Ou seja, houve uma (várias) falha terrível. Um problema que não havia, causado por orientações desnecessárias
e equivocadas. Com o acontecido, então, segue o meu console para a Microsoft Brasil, para o reparo como orientado pelo Suporte. O envio foi no dia 03/04/17. Chegou lá dia 04/04/17. Foi dito a mim que normalmente levaria até 15 dias. O receberia novo, talvez
com a mesma carcaça apenas. Posteriormente fui informado que o prazo máximo seria de 28 dias não úteis. Pois, hoje se completam 29 dias não úteis e eu estou sem o meu console (que está na garantia) e sem nenhuma previsão do quando e se vou recebê-lo de volta.
Também estou pagando Xbox Live Gold durante todos esses dias sem usar e em momento algum recebi um e-mail a respeito do andamento do reparo, dos motivos dos atrasos e etc. Se quer tenho um comprovante (físico ou virtual) de que meu console está com a Microsoft
Brasil. Apenas o papel do envio pelos Correios. Recentemente, em mais um contato com o Suporte, disseram que os atrasos devem ser por conta da greve dos Correios e dos últimos feriados nacionais. Poxa, foram dois (ou três) feriados apenas e a greve se iniciou
no dia 26/04; quando já estava para completar o prazo (bem extenso por sinal) que me deram para a devolução do meu console. Enfim, é de um amadorismo, uma falta de comunicação com o cliente, uma ineficiência sem tamanho. Difícil de acreditar que se trata de
uma gigante tão consolidada como a Microsoft. Sinceramente isso me deu uma "brochada", um incômodo, uma falta de motivação e quase aversão a uma empresa que eu tanto admiro, respeito, adoro. Parece radical, mas poxa vida, isso é inaceitável. Tanto o acontecido
quanto a falta de comunicação a respeito. Estou muito, muito chateado e sem saber bem o que fazer além de esperar. Não sei se entrar com uma ação no juizado de pequenas causas e etc. Realmente não sei. Assim, estou compartilhando aqui para talvez receber da
comunidade alguma orientação sólida. Como resolver essa situação? Obrigado.



[Translation]

In April of this year my Xbox One console usually received updates. However, at the same time, I watched videos from well-known Youtubers that demonstrated features brought by this update that I did not find on my console. I was unsure and got in touch with
Microsoft Xbox Support. There were some contacts at different times and with different collaborators. Everyone, even from different explanations and using different versions of the Xbox One software, guided me to make offline updates to the console. This was
done a few times, because at each orientation of the Support, "the problem" did not disappear. I continued without some functionality. After a few tries, not only did the features not appear as I started having problems with the console. Lockups, slowness
and finally it stopped working. I contacted again with the Support so I was asked to request the repair of the device. What I did not know and none of the Support staff told me was that the features I thought were missing from my upgrade were unique to Insiders.
No one in Support questioned this with me. No one. I'm not Insider. I do not even know how the right program works. This inquiry would have to come from Support. It would have been part of the investigation of the problem I reported. This is clear to me now.
That is, there was one (several) terrible failure. A problem that there was, caused by unnecessary and misguided guidelines. With what happened, then, it follows my console to Microsoft Brazil, for repair as guided by the Support. Shipping was on 03/03/17.
Arrived there 04/04/17. It was told to me that it would normally take up to 15 days. He would get it new, maybe with the same carcass only. Subsequently I was informed that the maximum term would be 28 days not useful. Well, today 29 days are not useful and
I am without my console (which is under warranty) and without any prediction of when and if I will receive it back. I am also paying Xbox Live Gold during all these days without using and at no time did I receive an email regarding the progress of the repair,
the reasons for the delays and so on. If I have a proof (physical or virtual) that my console is with Microsoft Brazil. Just the paper from the post office. Recently, in another contact with the Support, they said that the delays should be due to the post-strike
and the last national holidays. Well, it was two (or three) holidays only and the strike started on 04/26; When I was about to complete the deadline (very long by the way) that they gave me for the return of my console. Anyway, it's an amateurish, a lack of
communication with the customer, an inefficiency without size. Hard to believe that it is a giant as consolidated as Microsoft. Honestly this gave me a "brochada", a nuisance, a lack of motivation and almost dislike of a company that I both admire, respect,
love. It seems radical, but for life, this is unacceptable. Both what happened and the lack of communication about it. I'm very, very upset and not quite sure what to do other than wait. I do not know whether to file an action in the small claims court and
so on. I really do not know. So I am sharing here to perhaps receive some solid guidance from the community. How to solve this situation? Thank you.

:)

 

Support and repair Centre Failures

Sorry you are having problems with your console. Unfortunately, there is nothing anyone in the forums can do to assist. You will have to work through support on this issue. Good Luck!

 

Support and repair Centre Failures

This is the third console I have had to return in less than a year. This console i am specifically returning now was defective when it to me. A loud whine and grinding noise coming from the hard drive whenever the console was powered on. I will accept
a console who's hard drive sounds like it will fail. I sent it back on Feb. 8 and according to the tracking number it was delivered. Now I have not had a confirmation from the service centre that it has been received much less that it is being worked on.
So for all I know it could be lost or sitting on a shelf somewhere. The chat support, has said that if the console is not returned to me within 21 working days they will look into it. This is unacceptable. I should not have to wait for a replacement, when
I was sent a defective console in the first place.

In addition I have found the chat support to be beyond incompetent. I have been given false expectations and lied to more times than i care to count. Rarely do they give me a straight answer, always trying to cover for themselves and others. Is there a
way to contact your Customer Advocacy Team, or do i just have to ake a report of all of the transcripts depicting the deplorable service I have received and mail them in physically?

 

Hey there, SrPHPFP!

I'm incredibly sorry to see the situation you are in. We are English-speaking only support here on the forums, so I apologize in advance if there's any miscommunication here.

Your situation is indeed not ideal. Digging into what I can on my end, I do see you have a few people working on getting you updates on this. Because of this, we have to wait for them to dig into what might be happening and provide updates. This will avoid
having several people looking into the same issue.

I do not want to seem like I am being dismissive. If you do not hear anything back from teams looking into this by May 8, please post back here. I can dig into the options that I have available on my side to assist further.

I understand that your patience is likely wearing thin, however I appreciate your continued patience. Please keep me updated so that we can look into further options!

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Xbox Forums Staff



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