Turn around time on complaint

iK3RM1T · Aug 26, 2020

Does anyone know the estimated turn around time on resolving a complaint?

I had recently sent my xbox to be serviced whilst it is still under the 12 months warranty due to a power issue. I received it back today with a "tamper letter" stating that my xbox had been returned as it was sent as upon investigation it appears to have
been "opened, modified, or tampered and/or the serial number appeared to have been altered or removed".

I bought the Xbox from new and have not opened, modified or tampered with it in anyway, I know that would void the warranty. I have also not altered or removed the serial number which is clearly still visible and untouched, however on it's return I saw a
scratch over part of the barcode above the serial number alongside a large scratch mark over the top of the console which was not there went I sent it to the service centre. It was sent securely and I can only assume it has been damaged in transit or at the
service centre. Again the serial number can still be easily read.

I have found this whole situation grossly unfair and lodged a complaint today. Which I assume will have to be resolved before my console can then be potentially repaired and returned to me.

So back to my question, what would be the expected turnaround on resolution of a complaint? I use my console for everything, streaming tv and movies alongside gaming with my friends and have already been unable to use it for over 3 weeks.

:)

iK3RM1T

It's not banned, console was bought from new and has always connected to xbl. Still does if it powers up.

ngocphi

Should.be noted if the console is banned it also voids the warranty

Have you checked ?

Iif you can turn it on you will see if it connects

Unfortunately those arent appealable

ngocphi

Thats not where the seals are

And wont do you any good

If you flip the console upside down you will see a sticker thats silvery holographic and its covering where the cover is connected tp the bottom part of the console as with most consumer electronics dvd or bluray players

Also all xbox and ps4 and switches have an internal gravoty switch qhich they plug the console in to see if its flipped and it tells them right away if its voided

Keep in mind unlocking your console for developer mode also voids the warranty unless you are an actual dwveloper (people use it for unauthorized apps)

iK3RM1T

I spoke with someone at customer support today who has escalated the case for me but couldn't give me any further details as to why the console was considered as tampered with. So I am waiting to be contacted back now.

The console has not been opened up or tampered with, I can repair electrical items but I wouldn't be stupid enough to do that with something that is under manufacturers warranty. The seals would not be broken. So I can only assume it's because of the scratch
on the barcode above the serial number which was not caused by me, alongside the additional scratches to the casing of the console. As I said the serial number is still clearly visible as you can see from the imagine below. If this is the case I find it a
very poor excuse to void the warranty.

All I want is the console to be repaired so I can use it again!

iK3RM1T

The warranty sticker is still there and hasn't been removed, the console hasnt been flipped unless it's been poorly handled whilst in transit to the service centre. I honestly to god haven't touched the damn thing, so I can only assume it's because of the
scratch across the barcode on the serial number which again, was not caused by me along with the rest of the damage.

Anyway I still haven't been contacted regarding my complaint so I don't think the turn around time is very quick.

Turn around time on complaint