Support reps started to lie to "ease the pain" then and there? - NOT the way to do ...

So just to explain my reasons for the title. I have had my Xbox One since March 2014.

From that time 'til now this is my history with it:

1st return: Disc drive error. Exchanged it to a brand new one with the retail store.

2nd return: Fans started to make heavy buzzing sounds. Talked to Xbox Support. Got Advanced Exchange.

So far so good.

3rd return: Got black error screen with a code at the bottom. Had had this happen before and fixed it then with Offlince Diagnostics tool. This time though that didn't help either. When i tried it booted up to the "Preparing console" loading
screen, went about 10%, restarted and landed me back at the black error screen.

Contacted Xbox support, and was told it was because of hardware issues, and that the Xbox had to sent in to the Service Center. He processed an Standard Exchange talking like that was my only option then and there. I sent it in. At a later point I was talking
to a different Support Agent, that pointed out that i could've gotten Advanced Exchange and asked if I wanted it. To late in my case since I already had sent mine in. Several weeks later I got my console back from the Service Center. Which brings me to the
4th return.

4th return: I opened the package that i got back from the Service Center and was quite surprised to see the console being covered with scratches. Im a type of person who takes good care of my belongings, and I expect to get things back in
the same shape as i sent it, especially from the Service Center.

I contacted support straight away. Explained the problem and sent pictures of the console. I was told by the Support Agent that it should not have happened, and that I needed to send the console back in to the Service Center again. I then asked for an Advanced
Exchange, and the Agent aswered that she would start the process. But given that the console just came from the Service Center her supervisor wanted to review the case and i was to be contacted within 24 hours.

72 hours later i contacted Xbox Support again, because I hadn't heard anything, and was told that my case was to be reviewed by the Engineering team this time, and no way of telling when they would do that.

150 hours later i was contacted by phone from Support. The Agent i spoke to then verified my issue, and we talked a bit back and forth about it. I also mentioned that I there should be started a process for Advanced Exchange on the console, but when the
Agent checked it turned out that the process never was started. I was also told that I would not get Advanced Exchange at all, even though I got her to verify I already had it done before. I was left with Standard Exchange as my only option, but was assured
that this would not be a repair case, instead it would be a replacement case. And that the Service Center only needed to receive my scratched console to ship out a replacement, which would save me some time. Compensation for the case was also going to be included.

I was not happy with not getting Advanced Exchange after all, but okay with the other plan the Agent explained. And so I shipped my console again.

When the console arrived at the Service Center, i contacted support to verify that things went after planned, but was told "that the console so far was in for tests, and that the Service Center had not found any error, and that it was functioning as normal.
So it should be sent back to me within 2-3 days." It took numerous attempts to actually get the support agent to understand what my console was sent back in for, and what I had been told by the other agent that phoned me. It ended with she just answering the
standard "I get you, (insert name her). Im a gamer too. I hope you understand" answer. I was getting quite unpleased with the fact that i could be sent the exact same console back to me with nothing done to it, that would be such a waste of my time.

I contacted another agent, which looked into the notes at the Service Center, and told me that the only remarks she could see noted on the order was that the console was in for standard repair. And that i just had to wait to see what the engineering team
did. And that generally Xbox doesnt do anything if there is cosmetic damages. Which i think is nonsense. That would be the same as you delivering your car for service, and when you get it back the paint job is messed up. Or am I the only one to think like
that? Several of the agents, acts as if they will do everything, and has told me that they will update me with statuses etc. None of them have done so. Only thing I've gotten is the system mails.

To close this off, after i got a system update mail, I saw that the case number was the same but the console serial had changed. So i assumed they had replaced the scratched console. i yet again contacted Support just to verify if that information was correct.
The agent couldn't say for sure, but thought so. I then asked if anything had gone through in regards of my compensation. She answered that the replacement console was my compensation. Which I also think is off: A - Because a replacement (Repaired) console
is what I would expect from any business trying to be serious, when it returns damaged from their Service Center. B - Because I was told different by other support staff.

Im quite surprised how hard this case have been. I could go on about every thing I have been told which later turned out not to be true. And it really puts a thorn in my side when it comes to Xbox. Like why not say it as it is from the get go, it might
be somewhat harder to hear straight up, but it is so much worse to be told something, then later find out it was just lies.

:)

 

1080i

[quote user="IceStorm III"]

[quote user=""]Well now, that was sure nice of them! =)[/quote]It's also a lie. No customer support representative has any authority to make any promises like that.

[/quote]Well, then! That's just terrible for them to say something as sordid as a lie! =(

 

Remake cod 3!!

You are a retard.