The Microsoft Console Repair Scam - the "Product shipped to customer" status that ...

I ordered a brand new Xbox One on August 20, that I received on August 25. When I turned it on for the first time, I heard this loud static/electrical noise and I wasn't sure at first whether this was normal or not, so I continued the installation process.
Then, when I tried to play Forza 5 for a few minutes, I realized that this noise couldn't be normal, so I looked it up online and realized that this was a common problem that needed to be fixed, so I arranged for a console repair request at xbox.com on the
same day, August 25, and I delivered it to FedEx the very same day. According to the tracking number, it was delivered by FedEx on August 28, even though Microsoft's email says it was delivered on August 30.

On September 1, the status on myservice.xbox.com says "product shipped to customer", with a tracking number saying it will arrive September 5 (today). Sept 1 was labor day, so I figured it wouldn't ship until September 2. It's September 5, no Xbox, no tracking
update. I've contacted Microsoft customer service repeatedly about it, and they seem to be completely clueless as to what to say. Everything they say is copied and pasted from a script. They make this big deal out of saying that the process normally takes
2 - 3 weeks, and that they're still within that timeframe. If they fix it earlier than they anticipated, I guess they hold on to the packages like a new born baby until it's been 2.5 weeks. Monday will be 2 weeks. It hasn't shipped yet today, so the earliest
it'll ship is Monday. That's 2 weeks already, and in that case, it won't be delivered at least until Thursday, which is getting very close to 3 weeks.

Why do Microsoft want to *** off customers so much?! I don't know, but I finally looked up the problem today, and I'm obviously not the only one getting *** over by Microsoft. Some people have waited over a month! Several people suggested that it often takes
a week for them to hand it over to FedEx. That's not acceptable! Some people were blaming FedEx, but they can't
ship the package, unless they have the package.

We're just people who wanted to have fun and enjoy our newly purchased Xbox One. Instead, we're paying customers that are being treated like crap, who spent $500 on a broken promise. No fun, no enjoyment... Is it worth filing a class action or should I wait
a couple of more days and see if the people at Microsoft keep their promise?

:)

 

Xbox one repair status saying shipped to customer

I sent my xbox one in for repair and when I check the status it says shipped to customer but I have gotten no tracking info does this mean they sent it back to me

 

My console help

So I have to find somewhere other than Microsoft to arrange?

 

The reason for the different dates is because that's the date that FedEx delivered the package to the address that you shipped it to. From there Microsoft has specific procedures they follow for receiving the console to the repair center location (there
are reasons for this, but I can't really go into them) and it can take 1-2 days for this to occur.

Holding onto the packages once service is complete would be counterproductive and would actually cause them more headaches.

I can understand that you have anger about this issue, but I would recommend looking at this from a more logical standpoint.

Microsoft has nothing to gain by making you wait, making you upset, etc. In fact there's a lot to be lost by upsetting a customer.

The general wait for service on a console is about 2-3 weeks. However there are times that this can take longer and that's predicated on various factors that I wouldn't want to guess at, since there can be many reasons why something would take longer than
the normal turnaround time.

If the FedEx site states that today is the supposed to be the date of delivery then that usually means today is the day it should arrive, even if you aren't seeing tracking updates on their site.

 

I'm encountering this same problem with Microsoft now. My console stopped working after 2 months. Smelled of burning plastic and stopped turning on. Shipped it to the repair center, they received the console in 3 days. Few days later got an email saying
my console has been repaired and shipped back to me. Two days later i checked Fedex site to see when my console will be delivered. Only thing Fedex reports is that the shipment info has been received. Contacted the service reps via phone and chat only to be
told the same thing over and over, that the console has been shipped i must contact Fedex. Contacted Fedex their saying they are still waiting on the package to arrive to them. Its going on 3 weeks now and i have no clue as too where my console is located.
To spend $500 on a console/electronic device to malfunction after two months of operation is beyond unacceptable. Then to have to wait 3 weeks to a month is a slap in the face to customers. My console supposed to be delivered today but fedex never received
it. That tracking number that i was provided is still showing shipment info sent.

To go through the xbox 360 debacle numerous times and now to go through this has cost my faith in Microsoft to go downhill. I do not understand why they do not have a repair/exchange center in the various states to expedite the turn around time to appease
customers. They surely sell their consoles in every state and a lot of countries.

 

Microsoft's customer service is nothing to brag about. Their chat representatives can't stop saying that "it normally takes 2- 3 weeks" and refuses to give me any information regarding my concerns. I asked them to call me (Wednesday) and they did. They were
supposed to call me back with more information but never did. The next day (Thursday), I asked them to call me again, since I can't find any phone numbers anywhere on their website. They said they tried the day before but couldn't get through, but were going
to call me again within 20 minutes. They never did.

From information I've gathered online (take it with a grain of salt!), their service center is not really in McAllen, Texas. They ship it across the border to Mexico (McAllen is right by the Mexican border) to the actual repair center(s) in Mexico. The hold
up is when they transport the consoles back across the border and through customs. When they clear customs, the consoles are handed over to FedEx.

All I want is honesty. Don't tell me that it's been shipped, when that's not the case. If you give me a tracking number, I can guarantee you that I'll be checking that tracking number 10 times a day, and when I don't see any updates for three days, it makes
me very frustrated. "Shipment information sent to FedEx" is all my tracking number says too. That was posted September 2. Still no update and no package.

 

Yes M$ support is terrible! Sorry to hear your having problems.

 

Whenever i get my console back I'm going to sell it. Looking over the forums it seems as though there is a lot of problems with the Xbox one. It wouldn't have bothered/upset me as much if there was an exchange center in the various states as there are many
places to purchase this ALWAYS BROKEN CONSOLE.

 

My replacement unit have been shipped by UPS and usually arrive within three days; two if I'm lucky. What I have noticed is UPS NEVER rings the bell, they just leave a $400 package in front of my door. the first replacement unit they left in front of my
neighbors door.

 

So technically you're on you're third unit wow!!!!

 

I still on my first unit. But it takes time for them send it to you. And it possable the console was stoleing from a fedex worker. I do not know why they want steal a console without it power cord and brick and controller. But that my geuss is. If you hear
nothing by end this month.[Mod Removed]

 

I can't really comment on the reasons why there are discrepancies (as mentioned) in the shipping. However, there is a reason for them as I said earlier. I realize others already mentioned information as to why they believe the shipping discrepancies occur.
Alas, I'm not allowed to confirm or deny the accuracy of that information.

I can tell you that if Support shows the console has shipped, then they have generated a label for that machine and service is complete. At that point shipping should proceed at a fairly normal speed. If it doesn't and nothing is showing up when it is supposed
to a few days later, then I would definitely proceed to ask to be escalated to Tier 3 support.

They handle all of the 'exceptional' cases and can investigate and find out what's going on.

 

I'm having this same issue. Delivery date says tomorrow, 9/8/2014, but it just says that the shipping information was sent to FedEx on September 2nd. Clearly something has happened just recently. I'm not quite sure what, but others are having the exact same
issue.

I'll have to wait and see tomorrow, but jeez. This is ridiculous. With Destiny coming out on Tuesday, and having nothing to play it on, it's a pretty annoying situation. I wouldn't care about that so much though if the tracking updated. I can't tell if it
was actually shipped or if there was just a big mistake and it's still waiting to be updated. Guess I'll find out tomorrow.

Waiting is okay by me. It is. I just hate not knowing what's happening with my extremely expensive console and not knowing if it was lost in the void. I've repaired my Xbox 360 many times now and this has never happened. It appears that this week has caused
some odd mishaps to occur. The delivered on 9/2/2014 date seems to be a bad sign.

 

Just another quick post. Saw a thread about this exact issue occurring before. Apparently Microsoft says they shipped the console to you, when in reality they only prepared it for pick up by FedEx. So what's happening right now, as far as I can tell, is
the notification we all received about the Xbox One being sent back to us is actually a notification that means, "Your Xbox One is ready to be picked up by FedEx."So FedEx hasn't actually gotten our console yet, just the info. The shipment date we see is the
estimated delivery for an item that, if it was actually picked up the day the shipment information was received, would have arrived at it's destination.

Instead what we get is a notification that says it was shipped back, but wasn't, and is in fact only READY to be shipped back, and after a week or so of that notification from FedEx, will update and say that it was shipped and is coming. So I expect either
tomorrow, 9/8/2014, or Tuesday, 9/9/2014, I will see a new update stating it's actually been picked up and shipped to my house. Which means another week of waiting. Yay.

 

Yeah, that's what's annoying me the most... I preordered Destiny and now it looks like I'll get the game before the Xbox returns. So instead of actually PLAYING the game, all I can do is admire the beautiful artwork of the Destiny cover and dream what my
life would be like if I had been playing Destiny right now...

My tracking number's been saying "Shipment information sent to FedEx" since September 2, so hopefully tomorrow (Monday) is when it'll finally update and they'll ship our consoles. Which means it'll arrive just before my 3 week "bought an new Xbox One but
can't use it because it's in for repair" anniversary.

I ordered a new monitor along with the Xbox. The monitor was defect as well, I sent it back, and they ship me another one overnight when they received it. It took 2 or 3 business days. Microsoft is proud that it takes 2 -3 weeks. Wake up Microsoft!

I want Microsoft to know that I do own a Playstation 4 as well, and that things like this really makes me want to make the full switch to Playstation!