Xbox One Advanced Exchange Debacle/ Horrible Customer Service

I am stationed overseas, in Germany, and recently purchased an Xbox One via Gamestop.com and after receiving it, noticed a loud clicking sound emitting from the hard disk area. I log onto Microsoft.com and start chatting with a rep. They tell me that
I need a replacement Xbox One, and it would be very simple to get me one, despite me voicing concerns about me being at an APO, AE address. They pointed me to the website to start an advanced exchange. To my surprise, when I went there, that option was not
available. I was confused but I had already ended my chat session, so I enabled another one. This service REP again told me to do the same thing, but I told her I did already and it did not work. She put me on hold and then after a long wait told me they
would need to call me on the phone. The problem was I have a German phone number and they could not call me. So I said I will call you guys.

I spoke to a very professional and polite gentlemen, Robert, and after going through the WHOLE story for the third time was told that option would not be available to me due to my location. He apologized for the previous REPS giving me BAD information.
He was, or at least seemed, genuinely upset about not being able to do anything for me and offered me a free game code (which I later found out was a 360 code). He then told me I needed to go through German support.

So I call German support them and they tell me this is the first time they have ever dealt with this situation, but assured me they could take care of me. They requested my physical address and stated my Xbox One would be an US SPEC Xbox, but then
after getting to the credit card billing information, there was a problem, my billing and shipping address did not match, uh oh. Now, after an hour on the phone with her, she told me she could not process it, and told me another department in Germany would
call me back within a few days. So I wait, and wait, and wait, no call. I call German support, tell them the story for the millionth time it seemed liked and provided him the REF number. At this point, I had changed one of my credit cards billing addresses
to reflect my shipping address; problem solved, right? Nope. He stated the problem should be resolve now, since I updated my billing information, and when he was going through the process ran into problems on his screen. The system wanted me to pay 99 Euro,
when in fact it should be free. The REP was puzzled and had to speak to mangers many times, and came back and told me he had no idea why the screen reflected I needed to pay and how sorry he was and that another department would call me no later than a week
later.

A week passed, did someone re-contact me; sure didn’t. So I now re-establish another hail-mary chat session. I run through the whole story for the billionth time, and provide the REF number, blah blah blah. This guy again starts spouting the same
procedures the previous sleuth of people told me. I now inform him, being the expert on Microsoft procedures I am at this point, that I could not in fact due the advanced exchange online because I am overseas. Anyways, after another hour-long conversation,
the work around is I have to use an intermediary service (APObox.com) to ship the console to me since Microsoft doe not ship to APO. Eureka! Finally, a solution! The only issue now is that yes, they will ship it to this address for free, but I have to pay
for the service to ship it to me. So I ask if there is a free game possibly I could get for incurring this expense and ALL of my troubles, and they tell me no. I say, well a previous REP gave me a code, but it was a 360 code, which I have NO use for. He
seems confused, and asks me for the email, which I provide, but stated that they quit proving free games for HD problems at the end of December. Me, now infuriated, not because of the stupid game, but just the sheer audacity for a HUGE company not to take
care of their customers, who, through no fault of their own, have been drug through the mud all because something so silly as just replacing a defective Xbox One, ask for a credit of some sort. He tells me he could maybe give me a “T-shirt” which I tell him
is a laughable offer. We proceeded with the workaround, and needless to say the advanced exchange was processed. This senseless, horrific customer service is unacceptable, and for them to just say “sorry” but we wont give you anything is audacious.

Apologies for the dissertation, but I felt someone needed to know. How is it I am the FIRST American living overseas who needed a replacement console? Crazy!

:)

 

Service ????

Nine days old Xbox One console and then
System Error

Then Advanced Exchange service for a new console

Three days processing time.

Why so long to ship a new
Xbox One ?

A dissatisfied customer.

SR [Mod Removed]

 

Customer Service Debacle #1229783452

isnt this game on games on demand ..like waw mw2 and ghosts which are hacked to death, dont microsoft own games on demand yet they are knowingly selling hacked games? do you understand my point?..in otherwords ms dont give a damn

 

[quote user="B1985sFinest"]How is it I am the FIRST American living overseas who needed a replacement console?[/quote]Xbox One and Xbox 360 apparently have differing support infrastructures on the back end.

Any particular reason you didn't just exchange it via GameStop?

 

Sorry to hear you received faulty console but your case gets quite complicated due to you being stationed overseas. MS US, MS UK, MS EU etc have very different procedures and laws governing them. I would guess that being in Germany and wanting US speced
Xbox would cause a problem through their replacement policies and procedures in the first place.

At least its all sorted now but your case is/was indeed bit unique