Why is it so difficult to get a new power supply?

Okay so it has been almost a month and I still do not have a replacement power supply. I have called multiple times and been told to wait. On top of not having my Xbox One to use, Ive wasted a month of my yearly gold subscription, wasted 2 pre-orders (Thief
and Titan Fall), had to pay for shipping since Microsoft doesn't send shipping labels for their accessories, and have spent hours on the phone trying to get answers. Here is the timeline of my problem.

Feb24: Notice Power Supply is out. Call Xbox Support to request a replacement. Update address for replacement to be sent.

Feb25: Power Supply shipped to Microsoft with confirmation #

Feb27: Power Supply Received by Microsoft

March 6: Call and asked if new one is being sent. Told that receiving is backed up and to wait a few more days. Made sure address was correct.

March 10: Call and asked if they have checked my power supply in yet. Told that receiving is backed up and to wait a few more day BUT they do see it. I gave them the tracking #. Made sure my address was correct.

March:17: Call and asked if new one is being sent. Was told they haven received my Power Supply yet. Gave my tracking # again and they see it. Was told to wait a couple more days. Made sure my address was correct.

March 19 AM: Called and was told they haven't received it. Gave my tracking # again. Told to wait 4-5 days in order to have it escalated to tier 2 help. I asked where I could make a complaint with overall service and was told to go to the Forums. Shortly
after hanging up with Support I received an email with instructions on how to send my power supply back because the last operator some how closed my old ticket and created a new one.

March 19 PM: Call to see whats going on with the latest email and they re-open my old ticket and told me someone had closed it out earlier. I give tracking # and make sure my address is correct. They then wait with me on the phone and get it escalated and
give me a new ref #. They told me I should hear by them on Monday or earlier.

March 20: Receive an Email with a tracking number saying power supply has been sent.

March 24: Check tracking # to see location. Notice that its being sent to the wrong address. I call Xbox Support and was told there is nothing they can do but they don't see my updated address. He checks around and see's that the old ticket had my new address
but the newer one did not. I was told that the Service Reps must have dug up old ticket after going through the entire situation and seen the new address, but the newest ticket that was escalated had my old address. I was told to call FedEx and have them
re-route package. I call FedEx and am told that the package is being sent through Smart Ship. This means FedEx delivers it to USPS. Was told they cannot re-route it and that I should keep tracking the package and when its finally delivered, call and see if
they can forward it. I submitted my change of address through USPS before I moved so I should be alright here.

Why the heck is this so difficult? At the start of this I thought that a multi-billion dollar company would have no problem getting this handled and boy was I wrong. I just seperated from the military (Which is why I was always checking the address) and
as unorganized as the military can be / is, it has never amazed me to the level that Microsoft has this past month. This has been a true horrific experience in customer service. Ive had over $850 tied up and waiting in a box because I cannot use my Xbox One,
my 5 games, or BF4 Premium. So thanks Microsoft / Xbox Support. You have really let me down.

-Chris

:)

 

Why, why, why is it so difficult to download new puzzles?

I love doing puzzles. Both on computer and not. What truly irks my nerves is how uncooperative this game reacts and how tragic the support seems to be. Is it really that difficult to get it functioning correctly. I truly dislike finishing a group of
puzzles and select my next set. Of course I can purchase them just fine, they just won't download. What kind of crap is that?!

I really don't want to give up this happy hobby. Please try better than your best to find a permanent working solution! Or I fear you may lose potential players and risk very bad reviews.

 

Why is it so difficult to group up?

To party up you need all the members to have open or at least moderate NAT. For more info: Xbox One NAT Error | NAT Type Help

 

This could be my exact experience, except that when I finally got my replacement PSU it died too.

 

Well its now the 31st and still no PSU.

 

I feel your pain. After I shipped my PSU back for replacement I had a chat with support and was told, with a straight face, that I should be prepared to wait 3-4 months.

I get the whole 'under promise - over deliver' angle...but c'mon...this feels like 1985 mail order.