Xbox Customer Advocacy and Exceptions Management Team leaves me hanging

I purchased an Xbox One for my son for Christmas. I preordered in June as soon as they became available for preorder. I received it around Thanksgiving, and immediately wrapped it and put it under the tree until Christmas Day. This was a mistake on my part.
I heard that there were problems with the Xbox One and that many had faulty CD drives. I figured it had to be a minuscule number and surely wouldn’t affect me. I was wrong. Christmas day came and my son opened his gift, and of course immediately wanted it
fired up. We got everything hooked up, fired up the first game. (Forza 5). It actually played, until we tried to eject the disc to put in a new game.

That is where the wheels fell off so to speak. The unit would not eject the game, and would no longer play the game in the unit. Spent several hours on the support forums trying various fixes to get the disc ejected. All failed. Logged onto to Xbox support
chat and went through the process of explaining my situation. I was left with a choice of sending in my Xbox one for repair and waiting 3 to 4 weeks for its return or doing an advanced exchange. The advanced exchange sends you a new unit (well new to you at
least) and when you get it you put your old one in the shipping box and send it back. Of course there is a catch, you have to give them a credit card number and they will put a hold for the full purchase price of the Xbox on your card until they receive the
old one back. This being Christmas and my son’s main gift, I really had no choice in the interest of my own sanity, but use the Advance Exchange. I was worried about the Forza disc being stuck in the game and it being returned to me. I was told by representative
that they would put a note in my ticket and the game would be returned once it reached the repair facility. It all sounded good to me and I proceeded.

I received the new unit the next day, and packed up the defective unit and sent it back. New unit worked fine. I received an email saying the repair facility had received the defective unit and the hold on my credit card was removed. I was thinking to myself
that for a bad situation this worked out pretty well. I was wrong. Four weeks later I had not heard anything back from Microsoft in regards to the game that was stuck in the original machine. I contacted support, and they told me that they would have to refer
me to the Customer Advocacy Team and open a ticket with them. I proceeded with opening a new ticket. A few days later I got an email from “Jeremy” a Customer Advocacy team member who explained to me that he had contacted the repair facility and they could
not find my game disc, but they would be happy to generate a token for a download version of the game if that would be acceptable to me. I emailed him back and said that would be acceptable. This should have wrapped everything up, but once again I was wrong.

Three days later, I had not heard back from"Jeremy". Maybe he didn’t receive my email or something. So, I contacted support again with my Customer Advocacy ticket number and asked if there was a problem. The representative told me my ticket was open and
that my reply was in there. The representative then went on to tell that he couldn’t issue me the game token, and that to give them 24 hours. Unhappy, I waited 24 hours and surprise, surprise no response. Contacted support again, this time I spoke to a customer
representative named “Ian”. Ian told me my ticket was still open and that he would flag it to be expedited. “Ian” proceeded to tell me that I was now in good hands and that this problem would be taken care of and that he would personally check on it and ensure
that it was resolved and that I would get download token. He took my email address and my telephone number and basically pulled every lever in the book to reassure me that it would be taken care of.

And guess what, I still haven’t been contacted. It still isn’t taken care of, and now it’s the weekend. I know the first thing my son is going to ask me when he gets home from school is if he can play Forza. I am almost at the point of going and buying my
son the game again, because while I’m upset at being jerked around by Microsoft Xbox support, I am absolutely furious at my son being dragged along for the ride. The only thing that is stopping me is the fact that I do not want to give them anymore of my buisness.

:)

 

Xbox Live Code error Xbos-0x80169CF9

I am still receiving the error code 0x80169CF9 and I have not received a reply to my email that i sent on 12/19/13 to Austin Xbox Customer Care Advocacy Specialist Customer Advocacy & Exceptions Management Team.

 

Big Mistake

Microsoft Customer Advocacy and Exception Management Team TEL 1-866-425-9899 EXT 1144179 Monday - Friday 7am-230pm
PST

 

Well that sounds frustrating.



Sorry you're having such a hard time.



Loads of ONE's are working fine but that's no help to you or your son.



It's one of those frustrating things that you're just going to have to get through.



I encourage you to remain polite through the entire process.



When you finally get your Forza download I think it would be fair to suggest that due to the amount of delays and frustration that you've been subjected to that you should get some further compensation. Have something in mind like a specific game, some
MS points or a year's worth of LIVE.



Tell the people you're dealing with that you're not happy and you want to escalate this to Microsoft's High Level Complaints department.



In the end, if you've been reasonable enough you're bound to get some compensation.



But the hard bit is the wait.



Let us know how you get on in the end.

 

Cliff notes version? Please?

 

[quote user="Lestat573"]

Cliff notes version? Please?

[/quote]

• Pre-orders Xbox One for his son in June.
  
• Receives Xbox One at launch, and immediately wraps it up for Christmas.
  
• Opens console on Christmas day to play Forza 5.
  
• Tries to eject the Forza disc, but the disc won't eject, and no longer plays the game.
  
• Spent time in the support forums trying to find a solution, but found nothing.
  
• Talked to Xbox support online chat, and was given the options to send it in, and wait 3-4 weeks for it's return, or use the "advance exchange" program for them to send a replacement console, while their console is fixed. Advance
  exchange requires a credit card number that they will put on hold for the potential purchase cost of the console.
  
• The OP chose the advance exchange, because it was quickest to get a console back to his son.
  
• The OP was concerned that because the Forza 5 disc was stuck in the console, and the support staff member reassured him that the disc would returned to him.
  
• Gets the exchange console in the mail the next day, and sends the defective console into repairs.
  
• Gets email confirmation that the defective console has arrived at repair centre, and is told the credit card hold has been removed.
  
• Four weeks pass, and no word is given on what happened to the Forza 5 disc.
  
• Contacts support again, and support refers him to the "Customer Advocacy Team".
  
• Receives an email from "Jeremy" of the Customer Advocacy Team explaining that they had talked to the repair facility, and was told the disc could not be found.
  
• OP is offered a code for the downloadable version of the game as a replacement.
  
• OP emails back accepting the offer for downloadable version.
  
• Was given no reply in 3 days, and assumed that the email may not have gone through.
  
• Call Xbox support, and uses the Customer Advocacy ticket to find out what happened.
  
• Support tells him that the ticket is still open, and the email the OP sent is on file, but they were unable to send the game code at that time.
  
• Support asks him to wait 24 hours, and they would contact him.
  
• OP was never contacted, so the OP called support back, to be told that his case would be "expedited", and was once again told he would be contacted again.
  
• Still not contacted, and very frustrated by the run around he's getting.
  

A quick aside to the OP.

Even though it's the weekend, support still operates. Keep on their backs about this. You don't deserve this run around.