The saga of the 'quick' Advance Exchange that is taking FOREVER.

I originally called for support on my broken Xbox One on 3/8. I elected to use the Advance Exchange feature, hoping to get a quick replacement. Unfortunately, FedEx mis-delivered the replacement to the wrong address, so I didn't get the replacement until
3/14.

So, I eagerly hook up the replacement, only to discover that it will not power up!!!. Then, to add salt to my wound, when I talk to support about this, I'm told that they cannot send out another replacement until they receive the first one back. I don't
understand this policy, as I told the support rep that they could put another hold on my credit card for the second replacement unit. So, now it's the weekend and FedEx doesn't open until Monday.

FedEx tracking shows that the unit was received by the Microsoft facility in TX on Thursday 3/20. So I call MS support and now I'm told that it may take a few days to 'process' the return. I'm supposed be dealing with a huge COMPUTER company, that need
DAYS to process a return? This sounds more like a disorganized Mom & Pop shop.

So, I call back this evening. Now I'm told that the issues was escalated to the 'Tier 3' support when I called on 3/20, but it will take 1 to 7 DAYS to receive an EMAIL from this group and that there is no way I can talk to anyone in this group; I must
simply wait.

So, I continue to be punished by having to wait for a replacement for the replacement that didn't work! You would think that Microsoft would be embarrassed by this and would work hard to get me another unit as quickly as they could. But, noooo, they're
doing everything they can to make this situation as bad as it can get. No wonder the PS4 is out selling the Xbox One.

P.S.

This rant is going on Facebook too!

:)

 

Exchange controller taking forever

Hey again Serious!

If you've been calling and they keep telling you a couple more days, I suggest calling again, asking to be escalated to the Advocacy Team, and letting them know that the time frame that you've been given.

Let us know how things go! ^_^

 

Exchange controller taking forever

Mine is just shipping back to me it will have been a full month it took to get it back.