Xbox console serviced and sent back to us broken- Whole NEW issue!

vx Yo Mama xv · Sep 28, 2015

To Whom It May Concern,

Approximately 2-3 weeks ago we shipped my sons Xbox one to the service center because it stopped working and gave an error code. Today we received his Xbox one and it sounds like it is going to explode when a disc is inserted. This is a totally different
problem from the one we originally had. Imagine the disappointment my 12 year old is experiencing! Not to mention the frustration I am feeling as a mother. Given the cost of an Xbox one console it is upsetting that it can break in less than a year’s time.

My question is…how could a service technician send this Xbox out broken? Do the consoles not go through vigorous testing? Why is it I have to send my Xbox console out to go through the WHOLE process over again?????? Now, it was explained I could pay to have
one quicker, BUT is it fair to have someone put a $400 hold on your bank account for doing so. I feel this is totally unacceptable. I realize I am one voice, but if Microsoft values their customers, every voice should matter. My son had surgery on Friday,
imagine if that Doctor fixed him the wrong way and sent us home. Different situations, but the concept is the same. Everyone has a job to do and customer satisfaction should be #1! It’s completely unacceptable to send out a broken product and then allow the
customer to suffer for it.

Thanks for the disappointment Microsoft!

:)

SleetyCreator14 · Sep 28, 2015

They sent the replacement console, without power and HDMI cords, sent mine back with the old console

I returned my Xbox One S under warranty and I sent the whole system back for a replacement console. They did not send power or HDMI cords with the console, but I sent mine back with the broken one. Now we have a new console with no cords!! What am I supposed
to do???

i cannot find a contact phone number so I can get real help with this. Any suggestions?

M3tal Daz3 · Sep 28, 2015

Xbox one Elite Controller grips - Rubber falling off.

The new Elite 2 controller seems to have answered the past issues. To get your controller serviced:

https://support.xbox.com/en-US/xbox-one/accessories/wireless-controller-broken-wont-work

Mister Maka · Sep 29, 2015

Afternoon vx Yo Mama xv.

Really sorry to hear your replacement console came back with a separate issue. That definitely shouldn't be the case, especially with disc drive sounds like that. Let's get you in contact with our
Phone or Chat support team to take a look into your service request, we wanna see you with a working console!

Mister Maka

Afternoon vx Yo Mama xv.

Really sorry to hear your replacement console came back with a separate issue. That definitely shouldn't be the case, especially with disc drive sounds like that. Let's get you in contact with our
Phone or Chat support team to take a look into your service request, we wanna see you with a working console!

Sword Style

I had to cash in on my warranty a couple months ago when the disk drive on my Xbox One completely took a crap on me. I opted to use the advanced exchange program. They put a $400 hold on my credit card and sent out a new console immediately.

So it was a total of 4 days from the time I first placed my service request, and when my brand new Xbox One came in the mail. I then put my broken console back in the box the new one came in and sent it back. They released the hold on my credit card a few
days later. Honestly, I was really impressed by the ease and speed of the whole process. Great customer service.

Huggs1

The whole escalation process is incredibly frustrating, it can take weeks to get a response from the advocacy team. I had an issue with my original console, processed an advanced exchange and was sent a console with a loose front plate and the console couldn't
stay powered on. Sent it back and eventually processed a new advanced exchange, I was then sent a used Xbox that had a faulty fan. Sent that one back and replaced my original with my retailer.

I would stay clear of the advanced exchanges from my own experience and unfortunately, all you can do is wait for the advocacy team, an email or phone call will come... eventually. I received an email 3 weeks after confirmed delivery of my 2nd advanced exchange
back to Xbox from an advocacy team member who didn't even have the tracking number and assumed I hadn't sent it back. The customer service is appalling.

JediGanja

I sent my broken Xbox One that has never worked properly for the entire year that I have owned it, and they sent it back broken with this issue.

PS4 superior.

BI6 R3D

I sent my broken xbox one back on launch day, they received it on Tuesday, still waiting for a replacement to be shipped back. I was told that a new one would be sent out as soon as they received the broken one but they have had it for 4 days now and nothing???

Xbox console serviced and sent back to us broken- Whole NEW issue!