Unacceptable Customer Service

After months of hype and anticipation, I got an Xbox One Day One Edition back in November. Unfortunately, I discovered that my Xbox One came with a defective power supply unit. The next day, I submitted an exchange order online, and chatted with a customer
service agent who informed me I would be getting a new power supply in 3 to 5 days. She told me not to send my defective power supply out until I got my new one.

After 5 days went by with no replacement power supply, I contacted customer service again and they informed me that I had been misinformed and would need to ship out my defective power supply first. I shipped out my power supply a few days later, and according
to my tracking number, the defective power supply arrived at the Xbox service center on Friday, December 13th. I waited a week without getting any updates on the status of my exchange, and contacted customer service. I was told that everything was
fine and it normally takes this long to get a replacement, but that I would have my new power supply by the end of the following week.

That week also passed without me getting my new power supply, so I checked online only to find that my order had been cancelled. I requested a phone call from customer support to find out why, only to have the customer service agent hang up on me because
her computer was updating. I had to wait half an hour to get another call, at which point I was again bounced around due to computer updating. I was finally informed that my order was automatically cancelled because it had not been resolved within thirty days,
but was told that this shouldn’t matter and I’d be getting my power supply by January 2nd.

Sure enough, January 2nd came and went without a new power supply, and customer support called me to see if I’d gotten it and told me this was a highly unusual case and that I would have to have my problem transferred to “a higher agency.” This
higher agency was supposed to contact me within 1-2 days. It has now been three days and I haven’t heard anything new, nor have I received my new power supply.

I have had my Xbox One console since launch day and was hoping to be able to use it during my winter break. Now I’ll be starting my next semester in less than a week and won’t be able to take my Xbox One back with me because it doesn’t have a power supply.
I have never had such a poor customer support experience with any product in my life. The fact that I spent $500+ for a gaming system I haven’t even been able to use in over a month is absurd. If it weren’t for the fact that
Halo, my favorite franchise, is a Microsoft-exclusive franchise, I can assure you I’d be ditching this console and getting a PlayStation 4. I might still do so, depending on who long it takes for me to actually get a new power supply. Hopefully you pay
a little more attention to supporting the people who support your products.

:)

 

Unacceptable customer service

"Hi Xbox members, are you having trouble redeeming a game code for Call of Duty: Advanced Warfare that came with a console bundle? We are currently hard at work trying to get this fixed. Thanks so much for your patience while we get this figured out. We'll
update you again when we have more information."

They aren't even committing to a 30 minute update anymore. Is there a moderator or some kind of PR/Customer service rep that can chime in here for us?

You sold a "Day Zero" bundle, and it's called "Day Zero", meaning it should work ... today.

 

Unacceptable customer service

Any reply from moderator / rep would be nice....

 

Microsoft doesn't actually read these forums, or so I hear.

 

Well they don't seem to have a general contact email, and I doubt they'd read a handwritten letter. I'd like them to read this, though, so if there's anywhere they're more likely to see it, please let me know.

 

forums.xbox.com/.../default.aspx

You can leave feedback on their service in the feedback forums,but you will get no response from them.

They are supposed to read the feedback,but i doubt they do.

-

Other than that jelhunted is right,microsoft never visit their own forums.

 

Jelhunted is most likely right, it is doubtful that Microsoft actually checks feedback remarks. However if you want to catch attention you can file a complaint with the better business bureau and inform them of bad business practices/Support.

 

This is becoming the norm unfortunately. Big business has a single goal: extract the maximum amount of money from their customers.

Then they build a support structure and insulate themselves from it. Out of sight, out of mind, let the "high-tech" foreigners on the other side of the planet deal with the customer.

Microsoft is simply doing exactly what all the others are doing.

 

Thanks for the suggestion, if yet another week goes by without any communication on their part or, more importantly, my power supply, I'll get in touch with BBB.

 

Rising, you are far more patient and understanding than I would be after being handled like that. The BBB will contact Microsoft and give them a certain amount of time to fix the issue. It will get their attention. Judging by your story, that is what
you need right now.

Hth

 

dont get in touch with the BBB contact the FTC they will surely put the heels to microsoft and microsoft wont get away with some BS reply!!

 

Called MS support about this stuff last night:

9pm CT USA

I'm told "The reason I can't find much information about this HDCP issue for the Xbox One is that the Xbox One doesn't use it. We don't use HDCP. I just found this on the Internet, one of our forums actually. We don't use HDCP."

That is slightly paraphrased, but not by much!

I said something like I'm sorry but what you just said is absolute bunk, no question. Thanks but no thanks and hung up the phone. I have a voice mail now from Microsoft support and I think I'll just leave it until later. Can't be anything very important.

Jeez

 

The BBB has NO influence on company policy, all they do is rate a business if people complain. Seems like user miscommunication IMO. What did the tracking number/s say, Why could you not call support instead of waiting??? Remember by the time things
work, The new Halo game maybe availible.........

 

This sir is the reason why I ended up returning my xbox one, and will be taking my 40k Gamerscore somewhere else. I spent 40+ minutes on phone support for the lady to say "I don't know what to do"...

 

I've been screwed over and over again, this is my 3rd 360 that is now breaking down on me for no reason, i take care of my things there's no reason this should happen…Open Tray and Unrecognizable Disc pop up all the time for me and now xbox.com is *** down
i can't redeem any codes, Im getting errors left and right on this damn site...