xbox customer service

I recently returned my elite xbox controller with all the accessories and I was not told not to send them, so I sent everything even the case, I was still in warrenty so they sent me a new one without anything else, and now they want me to wait 14 days before
I can use it this is [Mod Removed - Profanity] and I spoke to the manager, if she even was...
[Mod Removed - PII] and she ended up disconnecting the chat on me...so here is the chat. IM GOING TO PS4!!!

Hi! This is Jane Claire ( Manager). How are you today?

not to good thank u

Oh, I'm sorry. I will be providing you the information about your concern today.

Please allow me a moment to check on the case.

ok thank u

As per checking on the case here, I understand that you want to get the accessories that should come with the controller replacement today, correct?

well only because I was not told not to send them.

I understand how you feel but I believe there was an email sent on how you to pack your controller.

It was indicated there not to include any other accessories.

no the only email I got was the one I sent in the message

I didnot receive an email like that

That's odd because all customers with a replacement order are send with that specific email. No worries, just wait for 10-14 days to send back the accessories and if you still won't get it on that time, please make sure to get in contact
with us.

We cannot send it right away cause as per policy we need to wait for that duration to send back the accessories that should come with the replacement controller.

I don't wanna wait 10 to 14 days... u can't tell me u can't go into you computer and send them to me, I'm sure ion I wanted to buy them I could get them right away

this is unacceptable, and I will post this chat on all social media.... I was not told not to send the accessories. and I didn't receive ANY EMAILS OTHER THEN THE ONE I SENT

I get that and I know how you feel. We need to wait for the process and I can assure you that you will be getting the accessories that you included in the package back. We will respect that decision but the best thing that we can
suggest is for you to wait.

Is there anything else I can assist you with today?

YES

u need to send me the stuff I paid for

I don't wanna wait 14 day

and I should have to wait 14 days because your agent can't do their jobs

shouldn't*

Sorry for this inconvenience but I have already provided all the details/ options we have regarding this issue. I don't want to take much of your time today so we thank you for your time today. Thank you for contacting Xbox customer
support. Have a great day ahead!

Your Xbox Support agent Jane Claire B. has ended your chat session. Thanks for visiting Microsoft Support for Xbox.

Welcome to Microsoft Support for Xbox. How can I help?

Please be aware that if you switch apps or change focus to another window while working with us, you may get disconnected from your chat session. To ensure the best support experience, please stay active in this chat window.

Thanks for contacting Xbox, my name is Francis N., how can I get you back to gaming

I recently had an exchange for an elite controller, when I sent back my controller I sent it back in the original box with the case and all the stuff that came with it

when I recieved my controller today all I got was the controller

Thank you for sharing the details of our concern. Truly Appreciate it!

By the way, before we proceed. May I know who I'm chatting with please, so I can address you properly.

I was not told that I didn't have to send back everything...ya [Mod Removed - Removed to protect PII]

Thank you Nzo, I truly appreciate your time in reaching us with our concern today.

Just in case we get disconnected, please use this link to reconnect back to me.

https://partner.support.services.mi...ity=false&mode=live&partnerId=xbox&theme=xbox

Going back to our concern, normally the instruction should say to not include any other accessories aside from the device that will be replaced or repaired. But no worries, those accessories that has been sent, are being separated when
they are receive on our service center for safe keeping. Since your controller will be going to an entirely different department.

Those accessories will be sent back to you, same starting on the date when you receive the controller\device. By which you should receive with in 7 to 10 days, if not earleir

so now I have to wait 7 to ten days before I can use this controller that is un executable, I'm sure u can see my previousconversation and see I was not told this, and I can send u the email I received that did not state this either

unacceptable*

Sadly this is our standard procedure, since supposedly. Those accessories should not been sent with the order. At this time since you already receive your controller. Those accessories that was sent with the controller, will be sent
back to you.

well this should of been explained to me, and yet it was not, my controller was in warrenty so I shoaled of been told not to send those parts.... I figured I was getting a brand new joystick in the box. this is the sulky of one of your agents for not explaining
this, I shouldn't have to suffer for this. I spent over 200 for one joystick, I don't not wait to wait 10 days to be able to use it when its not my fault

something needs to be done today, or I will be post this all blogs and social media...

Actually it was on the email that was sent to you. On how to properly pack your device.

It would route you to this page : https://support.xbox.com/en-US/my-a...viceTracker_EN-CA_Z1A_RepairTicketCreated_ROW

Please don't open this link directly on our chat window. Kindly open this on a different browser or tab.

Packing instructions:

that is not the email I got and I sent back an controller not A SYSTEM

On the email you receive, it says

Step 1: Prepare your device or accessory for shipment

Then " Learn How to Properly Pack your Device or Accessory "

Its a hyperlink that you could click, and will route you to this page.

Informing you how to properly pack the device being sent to our service center

that has nothing to do with the email I got, I was not directed to that page, and I was not told not to send back my accessory

and I didn't send back a system

I send a joystick

[Mod Removed]

and usually they don't come with accessories

Ths was the email that was sent, sorry. It seem it got mashed up.

Yeah, but since this is an Elite controller, it has those accessories.

I know that and I was not told not to send them, and I can't even see what u sent me

Microsoft

Device Type: EliteController Serial Number: [Mod Removed - PII] Order Date: 2019-08-19 Order Number:
[Mod Removed - PII]

Hi Nzo, Information regarding your Microsoft return shipping label ✓ — ◯ — ◯ — ◯ Order created 2019-08-19 Device received Device shipped Estimated delivery time 6-8 business days* Your shipping label is attached. Please follow the steps below to return your
device or accessory to us before 2019-09-18. After this date, your label will expire and your Service Order will be cancelled.

Step 1: Open and print your attached shipping label. Step 2: Attach the shipping label to your package. Please be sure to cover or remove any previous tracking labels. Step 3: Take your shipment to any UPS location for drop-off. To find the nearest drop-off
location click here

You will receive an additional email with instructions to properly prepare your device or accessory for return.

If you need immediate assistance please contact us *Expected delivery date is subject to change.

Access your

this is the email I got

Oh, I thought you could. But yeah, the instruction about not sending any accessories are on step 1.

On which email did you receive this one Nzo?

[Mod Removed - PII]

that's the only email I have with you guys

How many email did you got?

just that one

That's odd, I can see more than one email, having same instructions.

not sent to me

[table][/table]

Which has this instructions

I have one email form u, the next is from ups

and if u see it, u should also see that it wasnt open.

that's because I did not receive it

Sadly, I can only see the emails being sent, can't load what's on your email.

would u like a screen shot

I have no reason to lie

But then again, that's beyond the point. Sadly Nzo, there is no possible way to expedite this process, as those accessories that has been sent with the controller\console will be keep for safe keeping, and will automatically be sent
right after the case has been updated.

you work for xbox u can easily sent me them... I don't wanna here there is nothing u can do

I donot want to wait 7 to ten days, that's bull and u know it. I work for costumer service so I know there is things u can do

Nzo we are an entirely different department from where your accessories are at this time, as hard for us to say this, but there is just so much we can do, but sadly our support is limited on cases like this. What we can assure of however
is that those accessories that are being keep for safe keeping will be send back to our customer.

But it will be through this standard procedure, by which you should receive it on this time frame, if not earlier.

I need to speak with your manager

Sure, I can arrange you a chat with her, but then again. Since we are following same line of support. She will most likely provide same information that I already have provided.

I wanna speak to her thank you.

Sure, kindly stay on the line as she prepare her tools

ok

Thank you for patiently waiting, please stay on the line. I will now transfer you

ok

:)