Third time sending in Xbox for repair. What should I do?

Grant W. · Nov 28, 2023

TL;DR I've now sent my Xbox in to be repaired three times and it still does not work. What do I do?

My Xbox Series X was not playing 4K movies correctly and the apps were not working properly so I created a service repair case with Microsoft Customer Support.

Since then, it's been truly horrible. These people are either lying or not equipped to do their jobs.

All I want is to find a way to get a working Xbox.

To start, they said my shipping materials (e.g. box, packaging) would be paid for with the free shipping label. It was not. I had to pay for that. Not a big deal compared to what was to come.

When I received my Xbox back in the mail from their service repair team, they said they ran rigorous technical tests, but there was absolutely no indication if either of the issues my Xbox is experiencing were fixed.

Since receiving my Xbox back in the mail, the issues continued, so I started a new case. I spoke to a Microsoft Support support team member, Joemari John, on the phone and he connected me with a supervisor. I provided her a detailed explanation on both of the issues I am experiencing. She typed notes the entire time and said that she was typing them out exactly as I dictated them to her. She also said she would email the notes to me as I dictated them to her. When she emailed me, a five-plus minute dictation of notes somehow became only two sentences.

I tried to follow-up via email with Joemari multiple times but he stopped responding.

Xbox technical team sent back the same note with a refurbished Xbox. This new Xbox was not able to properly play games. I tried troubleshooting on the phone with a Microsoft team member on Saturday, November 11 and they said if the troubleshooting did not work, I would have to do ANOTHER service order. The troubleshooting did not work so I filed ANOTHER service order with another Microsoft team member, Axel.

I received a new refurbished Xbox device in the mail on Saturday, November 25 and this new device can’t even download the necessary software updates for me to use the Xbox at all. I can’t even get it downloaded to get to the home screen.

Axel stopped responding me in the days leading up to me receiving this new Xbox so I started a new case. This new customer service agent said they have a policy where if you've tried to fix an Xbox four times (I have only done it three times but I ran with it based on this since it seemed like there was some light at the end of the tunnel), they will replace it with a new Xbox. I asked three times for them to confirm it would be a BRAND NEW Xbox, not a refurbished device, and they said that it would be. But when I asked for them to confirm this via email, they said they are not able to send emails to customers, which I know is not true because every service agent prior has emailed me after our call has been completed. After some pressing on my end, the service agent admitted it might be a refurbished device and not a brand new device. He put me on hold to look into things to see where to go from there further, kept me on hold for over 30 minutes and when the call was disconnected, he did not call me back, despite asking for my call-back number early on in our call.

So I chatted with a customer support specialist, Raven, and they looped in their supervisor, August Angelo. They really seemed like they were actually trying, but at this point, I truly have no confidence in Microsoft Support's ability to get me a working Xbox. I am still waiting to hear back from Raven and August, hoping they get back to me though.

I'm completely losing my mind here. How is THIS the quality of support that Microsoft provides? Xbox devices are SO expensive. Is this seriously my only option for getting my Xbox fixed?

What should I do?

:)

Grant W.

Hi Grant,

Thank you for responding and I understand your frustration. I apologize for the inconvenience you’ve faced with your Xbox devices. We will further investigate your case and let you once we have an update.

Sincerely,

Belen T.C.

Microsoft Community Moderator

Do you actually work for Microsoft?

If so, do you work in the Microsoft customer support centers? Because so far, the people that work in those centers have been a complete nightmare to deal with, as outlined in my original post.

It's absolutely INSANE that a company as big as Microsoft has this bad of customer service. I can't even believe that I've had to talk to this many people, send in m device this many times, post here on this forum and I still do not have a working device that I paid $499 for. Ridiculous...

Belen T.C.

Hi Grant,

Thank you for responding and I understand your frustration. I apologize for the inconvenience you’ve faced with your Xbox devices. We will further investigate your case and let you once we have an update.

Sincerely,

Microsoft Community Moderator

Grant W.

As I stated in my original message, I am still waiting to hear back from Raven and August.

If I was to contact Xbox Support again, what would change?

It seems like they're just going to send me refurbished Xbox devices until one of them happens to work... And even if they do send me a refurbished device that does happen to work when I receive it, given their track record of sending Xbox devices that do not work properly, how do I know the new properly working device will CONTINUE to work correctly?

I didn't buy a $499 Xbox Series X so it can work for a year or two. I bought it so it will work until the next Xbox comes out.

I replied to your private message.

Belen T.C.

Hello Grant,

Thank you for posting in Microsoft Community.

I apologize for the frustrating experience you’ve had with your Xbox Series X repairs. It’s disheartening when technical issues persist despite multiple attempts at resolution. Since you have already tried multiple service orders and have not received a working Xbox, I suggest reaching out to Xbox Live Support again and explaining your situation. You can reach them on this link: Contact us | Xbox Support

I have also send you a private message so we can further investigate your case. I would really appreciate if you could reply to my message.

Sincerely,

Microsoft Community Moderator

Grant W.

Hi Grant,

Thank you for responding and I understand your frustration. I apologize for the inconvenience you’ve faced with your Xbox devices. We will further investigate your case and let you once we have an update.

Sincerely,

Belen T.C.

Microsoft Community Moderator

Do you actually work for Microsoft?

If so, do you work in the Microsoft customer support centers? Because so far, the people that work in those centers have been a complete nightmare to deal with, as outlined in my original post.

It's absolutely INSANE that a company as big as Microsoft has this bad of customer service. I can't even believe that I've had to talk to this many people, send in m device this many times, post here on this forum and I still do not have a working device that I paid $499 for. Ridiculous...

Why can I not respond to your most recent private message? Why are you not fully responding to all of my questions?

Since I cannot respond to your private message, I will copy and paste it below in italics and then continue on with my respond in bold.

Hello Grant,

I apologize for the delay and any inconvenience you’ve experienced with your Xbox and the support interactions. I have checked your case numbers, and I can see that Xbox Live Support is already working on getting a replacement for your Xbox Console.

We highly suggest waiting for an email update from the Xbox advocate working on your request.

Sincerely,

Belen T.C.

Microsoft Community Moderator

I am fully aware that Xbox Live Support is already working on my case with my Xbox Console. However, I have already sent me Xbox in to be repaired THREE TIMES and they have not been able to get me a working Xbox device. What is going to be different this time?

This is INSANE and absolutely RIDICULOUS. Also, Belen, again, who are you? Do you work for Microsoft? Do you work in their service centers like the other people who I've been talking to via chat and phone calls?

Again, This is completely ridiculous that I paid $499 for an Xbox Series X and that your support cannot get me a working Xbox. INSANE.

Third time sending in Xbox for repair. What should I do?