Why is Microsoft Ignoring Customers With Hardware Issues?

7marksthespot · Nov 18, 2020

I received a defective X Box Series X last week and shipped it back. The tracking number says it was delivered the following Monday and there has been no update since. I am disappointed with the lack of communication on Microsofts end. I put in a request
to talk to a customer support representative, and that request was canceled by Microsoft. They've updated their website to refuse any chat or voice communication with related issues. Every step of the way I have been ignored. Now my order status says "Send
us your device within 30 days or your service order will be canceled." I have sent it to you, and my attempts to contact support have been completely ignored. Due to this, I am concerned that Microsoft will cancel my order even though I followed instructions
on their automated service page. I understand that problems can happen, but I find it unacceptable that Microsoft refuses to communicate. I've been a member of X Box Live since day one, and I've spent a lot of time and money on the xBox - my faith in Microsoft
to make this situation better is very thin. As of right now, I don't believe Microsoft will follow though on this warranty repair.

Why is Microsoft refusing to communicate with users that have hardware issues?

:)

Smwutches

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7marksthespot

These moderators are deleting any criticism towards microsoft.

dierkules

I have the same issue. My Series X stopped working after two days, it just wouldn't power on anymore. I followed the instructions and sent it back via UPS. The UPS tracking code says it was delivered but it does not show up in the open service request.
My order status is the same as OPs. This status is just not that reassuring. How long am I supposed to hope and wait for the status to change? A little bit more communication from MS side would just be nice.

OldManScud

COVID. That's pretty much why this is an issue. But also every launch has hardware issues and Microsoft has always taken it seriously. Back in the 360 days of the red ring epidemic, they dumped millions of dollars to make things right for users. And they
did.

That said, rather than have you jump through hoops to talk to 2 or 3 techs to get them to the point where you have to send it in to service, you are just getting to send it in from step 1. They are pretty much saying to you, "It's broke? Okay, send it in,
we'll fix or replace it." Done.

My Series X network port stopped working on day 4 after a game crash. It sucks. No getting around that, feels like getting the preset you always wanted for your birthday and having it break the first day. I was gutted, but I'm actually glad I didn't have
to go through troubleshooting 101 for a couple hours on the phone.

Hang in there, friend. It's a bummer. But you're not alone and at least there is a solution.

Ser Galendil

Still have this issue, four months on... What a way to treat your customers, Microsoft - simply ignore them all together.

Why is Microsoft Ignoring Customers With Hardware Issues?