What a nightmare!!!!

I am absolutely disappointed with the customer service and practical handling from Microsoft when it comes to their customer service and console replacement process. My Xbox One had abruptly stopped reading discs back on the night of March 7th. Checking
online I found out that this problem is more common than I thought (see the numerous videos on youtube about this same problem). Being a loyal Xbox customer (owning the original Xbox, Xbox 360 and now the Xbox One) I had no doubt in my mind that I would be
able to call Microsoft and have the issue handled promptly, boy was I wrong. Here is a little timeline of my experience up to this point.

Sat 3/8- Initial call to Microsoft advising that my Xbox is no longer reading discs. It would not make any noises like it even attempted to read a disc.
Microsoft puts $500.00 hold on debit card and advising that they will send advance exchange within 2 business days.

Mon 3/10 – Email from Microsoft advising that new Xbox is being shipped

Wed 3/12 – Received replacement Xbox however this new Xbox does not work either. This Xbox actually makes a loud grinding noise when you put a disc in. It sounds like the Xbox is damaging the actual disc when attempting to read it. I called Microsoft
and advised of the problem. They advised that I must send back my original Xbox, they cannot process or send another Xbox until my original Xbox is returned.

Thur 3/13 – Sent my Xbox back via Fed Ex. Tracking #: 480616071434594.

Tue 3/18 – Fed Ex advising that Item delivered on 3/18.

Wed 3/19 – Call to Microsoft – they are not showing that package has delivered.
Microsoft agrees that they can see Fed Ex shows arrived per the tracking number however has not been processed
by the receiving dept so there is nothing that they can do.

Thur 3/20 - Call to Microsoft - they still do not show that the Xbox has been processed by the receiving department, attempted to elevate my concerns to management however was told that a manager from the "escalation" department would contact me in FIVE
DAYS. (Some escalation department).

Fri 3/21 – Received email from Microsoft advising that they have received my Xbox.
No idea on if $500.00 hold was ever taken off my debit card.
Megan could not tell me.

Sat 3/22 – Megan was to call me back to f/u regarding Xbox delivery, she called and said system down.
Said she would call me back on Sunday 3/23.

Sun 3/23 – Megan never calls as promised. I called Microsoft that night, spoke to rep who confirms that my Xbox has been received and advised that he will process my advance replacement request.
Cannot waive $15.00 admin fee.

Sun 3/23 – Receive Email from Microsoft stating that they will send me an email within 2 business days when Xbox has been shipped.

Wed 3/26 – Never received the email from Microsoft (3 business days later) advising that Xbox was shipped.
Called Microsoft, spoke to Fransisco, he advised that the another replacement Xbox was indeed shipped out on 3/25. Gave me a Fed Ex tracking number of 480616079621019.
Another $500.00 hold put on my debit card and still could not tell me if prior $500.00 hold was relinquished.

Wed 3/26 –(30 minutes later) – Check tracking number on Fedex.com, says that this tracking order has not valid.

Wed 3/26 – Call back to Microsoft. Advised that the tracking number given doesn’t work.
Rep advising that it looks like Microsoft has cancelled my advanced exchange on 3/26. The rep could not tell me why. I advised that the prior rep that I spoke to 30 minutes prior (Fransisco), advised that a replacement
console was already shipped out on 3/25 and gave me a tracking number.
Rep took down tracking number, confirmed that he has no record of the console being shipped, not sure why prior rep has told me this. This rep advised that there has NOT been a console shipped out as previously told and could not tell me if there
are zero, one or two holds for $500.00 on my debit card and advised that he could not send me another Xbox nor tell me why the exchange was cancelled. He advised that amanager will send me an email within FIVE days to follow up.

This is absolutely ridiculous. These consoles are expensive and I chose to stick with Microsoft rather than go with their competitor and this is the thanks that I get. I understand that accidents and system console failures happen, however the lack of
communication and follow through has been an utter failure. We are approaching a month and I am in no better situation now than I was then. To say that I am disappointed would be the understatement of the year.

:)

 

What a nightmare...

Having a card on hold is different from them charging your card. At any rate, I believe holds only last for a certain amount of time.

Try support again, try to escalate. Unfortunately I'd imagine they have a lot of new staff and it seems like could use some better training for them as well.

 

What a nightmare...

Now they are telling me 3 more days of waiting until some "roger" team calls and helps me...WTF. I don't know what to do. They wont let me cancel either so I can ship it back to Amazon..How is this legal???

 

Apparently I am not the only one! Shameful

 

same here. They sent me a bad unit and want to charge me 15 for it!

 

Well no game for me and I had to pay the 15 and I got taxed on it so it was 15.90 total this is garbage !

 

If you know your repair ticket number, I would suggest requesting an escalation of your case to the Microsoft Advocacy department.

 

Level 1

Posted 27 Mar 2014 1:26 AM

REALLY, STOP TELLIN PEOPLE ON THIS FORUM HOW GREAT THE X1 IS. IT FEELS LIKE YOU ALL WORK FOR MICROSOFT. MY SYSTEM WONT READ THE DISC INSERTED AND SO I WENT THROUGH THE PROCESS TO GET MINE BACK WITH FED EX. SO I GO TO THE FED EX STORE AT OFFICE MAX, AND I
KNOW ITS NOT A FED EX STORE BUT COME ON MAN THEY DIDNT HAVE A BOX TO FIT THE X1 SAFELY WITH THE BUBBLE WRAP, SO THE GIRL SAYS YOU CAN BUY ONE OF OUR BOXES LOCATED IN THE BACK OF THE STORE. I LEFT THE BRICK AT THE COUNTER HOPING SOMEONE WOULD STEAL IT. I LOOKED
AT THE BOXES THEY HAD TO OFFER, 18X18X12 14X14X14 12X WHO CARES AT THIS POINT. SO I CALL MICROSOFT WHEN I GET HOME AND I AM TALKING TO THE GIRL ON THE OTHER LINE AND SHE SAYS WE HAVE TO GET BACK TO YOU IN 24 HOURS. SO CALL BACK TOMORROW.REALLY? I ASK TO TALK
TO A MANAGER AND I GET REDIRECTED TO JOE, WHO IS COOL. AND STILL WONT WAIVE THE 15$ TO GET ADVANCED SHIPPING.(GET A SYSTEM BEFORE YOU SEND YOURS IN.) SO I TALK TO HIS BOSS AND SAYS THE SAMETHING. 1:35:40 MINS ON THE PHONE. I SAY, ILL JUST USE THE REGULAR
SHIPPING METHOD. FOR A PRODUCT THAT IS WARRANTIED FOR 1 YEAR THEY EXPECT YOU TO STOP PLAYING YOUR 500$ (MINUS GAMES) PRODUCT AND SHIP IT YOURSELF FOR AN ADITIONAL 15$ DOLLARS AND A 500$ HOLD ON YOUR CREDIT CARD. THAT IS BAD BUISNESS. SO I CHOSE TO SEND IT
IN EXPADITED FOR 10.50$ AND WAIT 14 DAYS FOR A DISC DRIVE ISSUE. WHEN I HAD THE YLOD FOR THE PS3 THEY SENT ME A BOX AND 3 GAMES TO MAKE IT SMOOTH OVER. WHY DID I BUY THIS NEXT GEN GAMING SYSTEM? TO PAY 15$ MORE DOLLARS TO GET THERE 4 MONTH OLD PRODUCT FIXED
DUE TO THERE COMPANY WANTING TO RELEASE TOO SOON AND INSTALING A RUSHED DISC DRIVE THAT THEY DIDNT WANT IN THE FIRST PLACE. WHEN I GET MY CONSOLE BACK, IF I GET THE BRICK BACK? I AM GETTING THE NOT TO MENTION SYSTEM.

 

Yes I have had my claim "escalated". I was told that it will take up to FIVE days to hear from them. Some escalation. Still waiting.

 

From my own experience, this sounds right on par with what I have come to expect from them. I have yet to hear a story where someone actually had a smooth transaction when getting faulty xbox one equipment replaced. Sad, isn't it?

 

I will never again purchase an Xbox or any Microsoft related device. I am 23 and have been a supporter since day one but enough is enough. I have yet to find an Xbox Support worker - via phone, email, or forum - that gives a damn about the customer, or issue
at hand. It's as if the workers are malfunctioning robots that don't know how to address humans. I pride myself on being understanding; I accepted the issues that are supposed to come with a brand new gaming system, but c'mon. I have had more issues on this
system than I have ever encountered before. Actually, I had a Microsoft router that used to give me a bunch of issues, so scratch that. I just don't understand what Microsoft is about - aside of failing. Xbox was, in my opinion, Microsoft's bright spot, but
instead it feels like a bunch of scam artists effed me over. However, I am more ashamed of myself for not switching to Sony a long time ago. Sorry, Sony - my money should have been yours, all along.

 

just shipped my system back at 12:00 to day and I had to pay 14.99$ plus tax 15.89 to fed ex to pack the item. I called xbox waited on hold for 36 mins and told them what happened and they said that its a fed ex problem not a Microsoft problem the guy was
nice about it though. finger pointing from a multi billon dollar company? why not try to fix my concern?. I don't make stuff up man. I just want answers for this diabolical service system.

 

Well I'm sorry for you guys hard luck on this issue. I however have a friend that sent his back per the instructions and they replaced it with-in a day or two and he was gaming again by 3 days later. So it does happen sometimes that you get your console
back in a decent amount of time.

 

@razcle21 Your experience definitely makes mine seem like a walk in a park. Bought the Titanfall bundle at BestBuy 03/27/14 at around 7p.m. with one of my best buds. Went straight home doing 90 on the freeway, set it up, got to playing around 8ish. Both
my friend and I immediately noticed that the select button isn't properly functioning. So I decided to chat with Microsoft support, they made me do a bunch of resets and what not. In the end, support suggest I return the controller at BestBuy for replacement.
This is less than 4 hours of owning the product. Next day I go in and have it replaced, no big deal since I'm still excited about Titanfall. 3 hours later, the controller has disconnected 3 times randomly. Again, customer support, we do a bunch of resets,
blah blah. I was with the guy for about hour and a half, he tells me it's the controller again and that he'll start the replacement process. I find out halfway through the process that it'll take about 10 business day for me to receive a replacement. And that
I will have to pay for shipping it to them. Spent over $600 on the product and I get faulty equipment, I understand it happens but with me sending in the controller, that shiny new console is as useful as a brick. So now I have to drive all the way back to
BestBuy tomorrow and have the controller replaced, again. Love the way Microsoft treats us "valued" customers.

 

Mar 29th and still no word from the escalation advisory team.