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

Discus and support The saga of the 'quick' Advance Exchange that is taking FOREVER. in XBoX on Consoles to solve the problem; 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.... Discussion in 'XBoX on Consoles' started by OddByte, Mar 24, 2014.

  1. OddByte
    OddByte Guest

    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!

    :)
     
    OddByte, Mar 24, 2014
    #1
  2. Mister Cerb
    Mister Cerb Guest
    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! ^_^
     
    Mister Cerb, Mar 24, 2014
    #2
  3. HisSvt2
    HisSvt2 Guest
    Exchange controller taking forever

    Mine is just shipping back to me it will have been a full month it took to get it back.
     
    HisSvt2, Mar 24, 2014
    #3
  4. RobertBuckalew Win User

    Exchange controller taking forever

    their policy on controllers has just COMPLEATLY turned me away.....I have to use MY gas to take it , I have to use MY money to pay for it, and who knows how long ill be without it?......all this AFTER I bought the COMPLETE warranty and was told this WOULD
    NOT happen.....trying to talk the boy into just getting rid of it and cut our losses now
  5. WhyS0Seri0us11 Win User

    Exchange controller taking forever

    Well they got me setup for advocacy team to contact me but they never did. Anyway after 30 days I have finally got confirmation that my accessory is on the way so I have looked at the tracking number and I guess it will take 1 week for the controller to
    arrive! Are you kidding me?! You guys have been super late to send me my controller then you still be cheap about sending my controller? Come on!
  6. WhyS0Seri0us11 Win User

    Exchange controller taking forever

    I have been calling online and they keep telling me to wait a couple more days but now that it has been 14 days one guy was able to push this to the escalation team? But he said it will take them about 5 days to contact me?
  7. Mister Cerb Win User

    Exchange controller taking forever

    Hey there Serious! In this situation it looks like the best course of action would be to use the
    Contact Us page to set up a support call with a repair specialist who will be able to check your repair status with you. ^_^
  8. HisSvt2 Win User

    Exchange controller taking forever

    Mine is just shipping back to me it will have been a full month it took to get it back.
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The saga of the 'quick' Advance Exchange that is taking FOREVER.

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