What a nightmare!!!!

I have been waiting since 3.11.14 for the "Escalation/advocacy" team and have had zero communication, standard support only says "they are working on it"...... They told me 3-4 business days when the started the case and its near 3 weeks now

 

Ive been waiting over 3 weeks too to hear from advocacy team and contacted them 4 times.

My first machine broke, wasnt repaired when they sent it back and the replacement is broken too. I just keep being told "theyll contact you in 5 days, 72 hours, 48 hours" etc and i still havent got anything. Last guy even said he would phone me as soon as
he knew something and that was a bunch of BS too.

 

I bought a ps4 end story..sorry i`m a die hard fan since 2003 but after the messed-up firmware i changes my mind.

 

I bought the Xbox one to play Madden and Titanfall. I have a brand new unopened Titanfall on my desk and can't play it. It would be nice if Microsoft would follow up with their support. What could be causing the escalation advisory team to fail on their
follow up? I can only think of three reasons.

1) They are completely understaffed and cannot keep up with the volume of calls.

2) They do not have enough replacement Xbox consoles available and really don't care since they already have our money.

3) Support management lacks the proper oversight and allows all of these claims to just fall through the cracks.

 

they finally mailed me today and fixed my issue, just short of 3 weeks

 

Great news Cobol. I'm hoping that i can have the same outcome. The experience will be a lot longer than 3 weeks when it is all said and done. I don't even have another replacement xbox on the way yet. It was canceled for some strange reason.

 

Its probably a combination of all 3 Razcle. I guess its a good thing that they send a new console out in advance of packing up the old one to send to them. I just have to go through 5 minutes of reset crap everytime I want to play a different game now.

Cheers

 

3/31 - Still no response from the Escalation Advisory Team. Nada!!

 

Wow thats very poor treatment i hope my xbox doesn't break.

 

Just stopped in to say I am having the same exact problem. I received a dead on arrival xbox with the advanced exchange on the 19th and called the same day.

They want me to send my old xbox back to clear the hold and I refuse to do that. Case was escalated same day so that I can send the dead on arrival console back and get a new replacement. Still haven't heard anything, keep calling and every rep keeps telling
me the same thing.

I am beyond furious and I'll be damned if I'm gonna be without my $500+ investment for two weeks and pay a $15 shipping cost on top of it!

What a nightmare indeed Microsoft!

 

Just wanted to add I called again today for like the 10th time and I was told before they can do anything I have to send my xbox one with the disk drive issue back. I can still play downloaded games and watch Netflix on it. I refuse to be without it for
2 weeks. I was told they will charge me the $500 hold if I don't send it in soon.

I have alerted my credit card company and explained my situation. They are prepared and will not let the charge go through.

 

Good for you Zoom and a good tip regarding the credit card hold...I may have to resort to that myself as my replacement Xbox is coming in either today or tomorrow. If I plug it in and it does the same thing I know for sure the issue of reading disks is
software related. If so, why in hell did they tell me to go through the exchange deal???????!!!!!!

Cheers

 

4/1 - Still no contact from the Escalation Advisory team.

 

I got an email today saying my new Xbox has been shipped...we'll see how long it takes to arrive.

Cheers

 

It will get better. A lot of Corporate restructuring going on now at MS. Give it time