Xbox customer support is a complete joke.

I brought a Xbox One on day one. When I got it home I found it had a faulty disc drive. I took it back to the retailer who had sold out and said it is best to send it back to xbox for replacement. I paid the £391 holders fee for the 3-5 day advanced replacement
promise on the 2nd of December. It is now the 4th of January and I'm still waiting. I have called close to 20 times now and not one member of staff can help me. I have had on staff member not understand the English language, I have spoken to a "supervisor"
who said he would find out personally what has happened then call me back in an hour. I waited 3 hours, called back and was told the person who's name I was given does not exists. I have had two people give me email addresses who say they will keep in contact
and have never replied to me and another 3 say they will be in touch in 24 hours which never happened. The 3-5 day replacement is a lie to begin with. What they don't tell you until you have paid is it takes 3-5 days to send a console from them to UPS then
another 3-5 days to go from UPS to you. I have been given a tracking number after asking 8 times for it and UPS still haven't received the console. This company is a joke and I have been treated disgustingly.

:)

 

Customer support is a joke.

Huh... good to know, wish that was more clearly stated on the page, would have saved me a lot of time being angry about it. Oh well. Thanks for the clarification.

 

Customer support is a joke.

The free change is only available if you were given a randomly generated tag and not one of your choosing. Since you have a gamertag you chose, you've technically already used your free change.

 

im having major issues to mate, feel your pain, total joke

 

[quote user="Jericho Kane"]I brought a Xbox One on day one. When I got it home I found it had a faulty disc drive. I took it back to the retailer who had sold out and said it is best to send it back to xbox for replacement.[/quote]They lied to you, if not
about stock then about how to handle a faulty product when DOA.

It is better to wait for stock than it is to deal with Support during the initial retailer return period. Even if you don't have one for a few weeks.

To resolve your situation you'll want to post in the
Xbox One support forum and possibly tweet @XboxSupport. The forum is monitored by Microsoft staff 9am-5pm PST Monday-Friday.

 

Unfortunately the retailer didn't have any stock and now it's passed its 30 day returns window. I've tweeted tones and have had no reply or acknowledgement at all. I honestly believe I won't get a replacement at all. @Mayhem, let me know if you get yours
sorted and I'll do the same.

 

i took mine back to retailer in the end up and exchanged it mine was past 30 days if something is not fit for purpose its the retailer who has to sort it out, not MS m8, pain in the *** but what can ya do!

 

My power brick broke December 27th. Twice told 10 days and twice nothing happened. On the line with support again, still expecting disappointment. Now I just want to return it, but can't since they have the power brick and a game is still stuck in the system.
Crap system with even worse support.

 

Hmm luck of the draw with customer service? A buddy of mine got his advance console within a week the first week of dec I believe. He even had to have his kinect replaced later. No advance on that but did get another one back before or around Xmas.

 

Dont let the retailer tell you 30 days has passed thats bull. You have one year from receipt of purchase if a item develops a fault to have it replaced or a have refund, its the Law.

 

In he US it isn't the law for the retailer only the manufacturer.

 

Sorry for your issues OP but mine was the complete opposite story.

Around the start of January i started getting the disc drive issues so i called and set up a advanced exchange on January the 4th, received my new console January 7th works great no issues at all. Sent my broken console January 8th and received my email
stating they had received my broken console this morning January 11th and the hold is now removed the hold on my CC. My extended service plan was moved over to my new console and im now gaming on a fully working console.

 

I should of made it clear the law was for UK as OP was using £ I assume he is from the UK.

 

Yes, in the UK you also have the sales of goods act, so even if its passed the 30 days you still have rights.

Also you should have just waited for the goods to come back in store, it would have been much quick and is the retailers responsiility.

 

^^ exactly what I was trying to say but DaveyBoy said it clearer. lol