Warranty Service Repair - Return Shipment

RebuiltMussel71 · Sep 23, 2023

I sent my Xbox series X in for warranty repair on 9/7/2023. According to the Microsoft website the device arrived at the warranty repair center in El Paso Texas on 9/13. My next notification was on 9/15 saying my device was on its way and providing me a FedEx Tracking number. As of today 9/22, fedex is showing that the device has not yet been picked up from the facility in El Paso.

I tried calling the Microsoft support contact number on 9/21 and spoke to a gentleman that said he looked into the issue and it would be picked up later that day. I called back at 4pm on 9/22 after seeing it still had not shipped and was greeted by a very rude customer support rep that ended up hanging up on me after saying that the delay was due to issues affecting shipping at the port. I'm pretty sure there are no ports that the shipment will go through between El Paso Texas and Pennsylvania. Then I was told that the shipping issues caused the shipment to be returned to El Paso...but again according to FexEx it never left El Paso so how did it get returned? After questioning what I was being told and asking to speak with a supervisor, the customer service rep hung up on me. The second customer service rep hung up on me when I questioned why he was telling me that Microsoft was trying to move the shipment between service centers and that my device was currently trying to get out of Mexico which is why the port issue was causing the delay?!? I am so very confused at this point. Unless the Microsoft warranty website is completely wrong, my device should be in El Paso, TX.

It is frustrating that there is seemingly no way to speak with a person who has any direct ability to understand what is going on with the situation. Even the first customer service rep was just reading to me off the same screen of info I could see.

Disappointed in Microsoft's customer service to say the least.

:)

CarTzy

Hello RebuiltMussel71,

Thank you for posting in the Microsoft Community.

I apologize for the inconvenience and frustration you have experienced with your Xbox series X warranty repair. I understand that you have been waiting for a long time and received conflicting and unsatisfactory information from our customer service representatives. This is not the level of service we aim to provide at Microsoft.

Please be guided by the fact that here in the community we have limited access to this type of information, and we do not recommend sharing personal information on a public forum as well. For this reason, I kindly request you to contact the live support team and request to speak with a supervisor, who are better equipped to handle your case. You can reach them by following the steps below. Thank you for your understanding and cooperation.

Please use this link: Contact us | Xbox Support
Scroll down and look at the lower left side if you can see the page matches the country/region you are currently located.
If not, please select the country/region it is showing and select the correct one among the list.
Make sure to use to check the available contact times of the support.
Select the "Contact Us" button
Select the drop-down menu options that will match your concern.
The next window will provide you with support articles based on your request and we recommend reviewing the relevant articles before selecting the "See contact options" button.
On the final window, you will be presented with multiple options. We suggest selecting either the "Chat online" or the "Request a call" options to speak with someone. Be sure to provide as much detail as possible.
If you cannot get connected to the support, please use the Virtual Agent and enter this exact phrase, "Talk to an agent".
Should you encounter same issue and have an error message please let us know so we can forward your findings to the Internal Support Team.

M3tal Daz3

To file for repairs: https://support.xbox.com/en-US/my-account/warranty-and-service/getting-your-product-serviced

You will get the shipment data when you file your request

The Viral Cyrix

Your warranty states it needs to be returned to Microsoft service center for repair or replacement.

Jesse E'

Hello, My name is Jesse. I'm an Independent Advisor and a member of the Microsoft community and I'd love to assist you today.

Kindly check out this guide on how to pack and ship your Xbox device for repair https://support.xbox.com/en-US/help/hardware-ne...

Hope it helps

x Sarasaurus x

It depends if the headset is directly a xbox headset you can have it repaired if it is still under warranty.

If it is a third party I.e turtlebeach then you will have to return it via their support services to have it repaired or replaced.

In any case if it is under warranty then try visiting this website if it is not under warranty there may be repair cost involved.

Device support

Follow through that website and click on the accessories drop down for more information.

Warranty Service Repair - Return Shipment