Warranty/Claim Issues Lack of customer service

NVS888 · Nov 23, 2022

I put in a claim at the start of Nov, paid the money for a replacement, and get an email saying delayed, but when opening the link and going to the status page it says "delivered".

Since I am unable to reach anyone from Microsoft and they use these useless bots that might as well not exist since the lack of information or support I am stuck.

At this point I can get fair trading involved, maybe they will bother to contact me then or they can actually introduce a system to contact them like every other functioning business.

The Virtual Agent, call back has said "try again" for weeks, the phone to contact Microsoft locally just refers back to the virtual agent online which is useless.

This is just frustrating how bad the customer service is and the lack of ability to talk to an actual person from their Warranty/Claims department doesn't help.

:)

NVS888

Tried using 3 numbers so far, same result.

Now it shows as "currently unavailable" either that or you can go into it enter a number and it says "retry later currently unavailable"

NVS888

That got me through to someone, they gave me a case number.

So they told me to contact a courier company, without ever being given a tracking number or even the company they used to send parcels.

Tried their phone support today it still remembers my last call a week ago for xbox help and prompts me to go to the call back online and doesn't let me talk to anyone or change any of the prompts.

So to sum it all up

They've taken my money,

They've sent me nothing.

They've told me to contact courier companies without giving me a name or tracking number.

Still exactly the same place i started.

I will just raise an Ombudsman request this time. I've given up.

JosefLBohorquez

I see, did you tried reaching the Microsoft sales department instead?

https://www.microsoft.com/en-us/store/b/xbox-deals

Maybe they can assist you on this one (where says “questions?”)

NVS888

Unable to start a chat, only gives me access to virtual agent and if i request call back it always says try again later or currently unavailable.
Happens on Work PC, Phone and at Home.

I know nobody on the forum could help, but maybe someone from microsoft will see the post and notice the call back system isn't working in Aus or at least for me.

JosefLBohorquez

Hi and thanks for reaching Microsoft Xbox gamer's community. My name is Josef.
I'm an Independent Advisor and a Microsoft Xbox user like you.

Hope you're doing great today despite this NVS888

That’s odd, is this happening no matter if you try to start a chat or callback?

If yes, may I know if you tried using a different Wi-Fi network, a different device or if maybe you’re using a VPN, proxy, firewall or similar service turn all the protections off and try again?

PS: please note that here in the forums no one can call you back or view your account information directly

Warranty/Claim Issues Lack of customer service