Who else has bought Microsoft Complete and been cheated?

arikmoon · Nov 14, 2023

I bought an Xbox Series X bundle at the beginning of 2022, it contained a console and the Xbox Series X Carbon Black controller.

At that same time I also bought the Microsoft Complete Warranty, which was supposed to cover the console for an additional 3 years and up to 2 standard controllers.

Well, this weekend my Carbon Black standard controller started failing so I called for my extended warranty (Microsoft Complete) coverage.

The technician was rather quick to understand the issue and said they were sending a replacement controller. Wow, fantastic I thought.

Today I go to check on the status of that order and they’re not replacing my Carbon Black controller, they’re sending me an old Xbox One controller from 2017.

I called back today to try and get the issue fixed, but was instead talked in circles about how the Microsoft Complete plan is for the console only, console only, console only… (even when I have the relevant statement from the PDF THAT SAYS: ‘BUNDLE PRODUCTS: When purchased as a single, in-the-box package (an “Xbox Product Bundle”), Coverage for up to two (2) Xbox standard controllers OR one (1) Xbox Elite controller is also included under this Plan (as applicable and included in Your Xbox Product Bundle purchase).’).

But they still are replacing my Carbon Black controller for an Xbox One controller?

I’m not asking for any big favors here. But this seems like a big bait and switch.

I bought Microsoft Complete expecting:

Broken Carbon Black controller = replacement Carbon Black controller.

NOT

Broken Carbon Black controller = replacement Xbox One Controller (2017).

Anyone else have this type of experience?

:)

arikmoon

Thanks for the reply, but unfortunately I’ve tried calling support no fewer than 3 times regarding this issue.

There’s a definite language barrier in understanding the problem, because the agents keep telling me that my controller isn’t covered, but they’re more than willing to send me an Xbox One controller which makes absolutely no sense.

I also reached out to the X (formally Twitter) team and they seemed to understand the issue and are escalating it.

My intention was to post my experience here to see if others have any tips on how to resolve this confusing extended warranty process.

A warranty should cover the the items I bought, plain and simple.

If I have a warranty for widget XYZ and it breaks, I expect a replacement widget XYZ.

CarTzy

Hello arikmoon,

I sent you a personal message. Kindly respond to it.

CarTzy

Hello arikmoon,

Thank you for posting in the Microsoft Community.

I'm sorry to hear that you have been experiencing issues with your Microsoft Complete warranty. This sounds like a frustrating situation and I apologize for any inconvenience this may have caused you. Unfortunately, this is not something that can be resolved here in the community. You will need to contact our live support team by phone or online to get further assistance with your warranty claim. You may follow the guide below to contact our live support team.

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.

Quenxo

I have encountered this cheat a number of times since the original post (along with a number of well known cheats who never get banned). This player has been cheating every time i've seen them so there is no way the enforcement team investigate every complaint.

It seems there is one rule for cheats and one rule for everybody else. If a genuine gamer were to send a racist message to another gamer they would get a ban for sure but if you are cheat you can do what you like.

The fact that complaints for cheating have been routinely ignored for years has led to a culture that cheating is permitted.

ATLJAY7

i can see where you guys are coming from but you guys pretty much paid for it some one in microsoft really gooofed and made it avaliable for 0 microsoft. the problem has been fixed xbox wont be banning people because users didnt crack or cheat the system
they basically bought something that was priced at 0. which the mistake was done by Microsoft those who got it got it lucky bastards.

Who else has bought Microsoft Complete and been cheated?