Xbox one Advanced replacement Dead on Arrival

I recently did and advanced exchange. The console arrived and upon plugging it in, it would not power up at all. I contacted support online and they told me to send the non functioning console back and to keep the one I requested the exchange for so I
could continue to play downloaded games (disc drive failure). They said I would be escalated to upper management because I'm a "special case" and that they would email me in 3 days or less. A month later (yesterday) I was charged $533 for failure to return
the console even though I did as instructed. I called support this time and they said "Oh, looks like our advocacy team emailed you 2 minutes after you called us. They will expedite your claim process." I logged into my email account and got this letter
do my disgust. (see below). I am really frustrated with Microsoft as they duped me out of my money. I basically spent $1066 for a console with disc drive failure and a free game. Thanks Microsoft.

My name is Larry and I am reaching out to you from the Microsoft Customer Advocacy Team regarding your Xbox console advanced exchange.
I'm sorry to say, an advanced exchange is no longer available online.
It is only available with an agent, and with a small handling fee attached.
And a second advanced exchange will require an additional hold on your credit card.
That cannot be waived.



The best option at this point, is to send the exchange console back in the box provided for the broken console.
Please use the shipping label included in the box, and since you will be returning a different console than expected, do us all a favor and take a clear image of the shipping label, or copy the tracking number.
That will make it easier, and faster to register the console against your account, to close the initial advanced exchange and release the hold against your credit card.



When the original advanced exchange is complete, we can set up a phone call to make a second advanced exchange for you.
There is another option available. You can select to make an in-warranty repair.
With that, you ship your broken console to our service center.
They will repair it, if possible, and either return the repaired unit, or an exchange if the repair is not possible.


You can begin that process online at



If you have any questions, reply to this email to contact me directly.



Thanks for your continued support of Xbox!



Sincerely,











I'm seriously thinking about filing a police report.

:)

 

What a nightmare!!!!

Just stopped in to say I am having the same exact problem. I received a dead on arrival xbox with the advanced exchange on the 19th and called the same day.

They want me to send my old xbox back to clear the hold and I refuse to do that. Case was escalated same day so that I can send the dead on arrival console back and get a new replacement. Still haven't heard anything, keep calling and every rep keeps telling
me the same thing.

I am beyond furious and I'll be damned if I'm gonna be without my $500+ investment for two weeks and pay a $15 shipping cost on top of it!

What a nightmare indeed Microsoft!

 

XBOX ONE Died. What to do?

wondering if you got advanced replacement just on the power supply or the whole console? I have a dead power supply and they told me advanced replacement was not an option just for the power supply.

 

I've been through 2 advanced exchanges because my original console was making a noticeable humming sound. On both occasions I was sent a refurbished console which STILL had a more serious fault than my original (one wouldn't stay powered on and one had a
broken fan).

Each time, I got in touch with support to tell them I would be returning the replacement console instead of my original, I tracked the returns and they both were received within 5 days of me initially receiving the replacements.

For the first advanced exchange, I got an automated email telling me I was going to be charged. For the second advanced exchange, an advocacy support agent emailed me 3 whole weeks after the return was received, telling me I had not sent it back.

The advanced exchange system falls apart when you send back the return console, it's like they don't have a system in place to deal with it. That and the whole case escalation thing is appalling too, it can take over 2 weeks to get a response even though
they will tell you it will only take 72 hours.

Anyone with a hardware failure I strongly suggest going to your retailer first to try and get them to do an exchange. That's what I did. I've only got negative things to say about my experience with advanced exchanges.

 

Does anyone have contact info for the people above the advocacy team? I'd wish to escalate this even further. Taking $533 out of someone's bank account due to negligence of a company employee is low. I just want my money back and also money for your broken
pos Day one so I can go buy a PS4