Xbox One - Faulty and having a nightmare customer support experiance

My Xbox One stopped working last week, I phoned Xbox one Customer Support and went through loads of checks, eventually the Customer Support Guy said the console was faulty and he would send a new one out, I went for the advanced option where they put a hold
on your card for the amount of a new one and they send you a new one out asap, when you receive the new one you have 16 days to return your existing console before they charge you.

Basically the Unit showed no signs of Power and didn't turn on, the Orange light was on the Power Supply only when the Power Supply was connected to the console.

Received my new console today, unpacked it and packed the old one away. Connected it all up and exactly the same issue, orange light on Power supply and no sign of power to the console. Phoned Customer Support and they say oh it must be the power supply
then, no f'kin sht Sherlock !!!

So now the fantastic process is for me to send my Power Supply (At my expense) to the European Repair Centre in the Czech Republic and when they receive it they will send me a new one, I mean are you serious ???? They say it can take between 6 working days
and 20 working days.

In addition I now have a new Xbox one console when my old one is probably perfectly fine but my old one has to go back as it will be confusing to xbox if I return the new one.

I asked customer support how do I make an official complaint and apparently I have to wait for a mail confirming my case is closed and there is an option to make comments which I supposed to believe will be read by some manager who will take my complaint
seriously.

I am VERY disappointed with my experience with this Hardware Failure and Customer Support.

Thinking of just going out tomorrow and buying a PS4 and when I actually get this piece of cr*p working again just sell it on ebay.

Many Thanks

lbart

:)

 

Kinect is unplugged

Im having the same issue. Microsoft customer support keeps handing me back and forth from place to place.

This is a nightmare.

 

My customer support nightmare

Yeah I know exactly what you mean. I've spoken to 5 different support staff in the last 2 weeks and for the most part, I'd say 3 of the 5 have been really helpful, gave the impression they genuinely cared and seemed proactive in trying to speed things along.
But at the end of the day, you're at the mercy of the specialist 'advocacy team' and we have no means of directly contacting them, all we can do is wait and hope they actually do exist and are working as quickly as they can.

One of the support staff told me yesterday they couldn't locate the faulty replacement I sent back to them, they then checked the tracking number and were like, "Oh, it shows we received it... but we don't know where it is". Awesome. Sounds like they misplaced
it at their own service center, that's my fault, definitely owe them £300 for that.

 

Welcome to the club. You are now a victim of Microsoft's detestable customer support. I'm right there with you, buddy. I could tell you my whole story, but it would only anger you. After almost a month in, it's still ongoing.... <sigh> Good luck.

 

I had a different issue with my original xbox one, but a similar experience with support.

also, my replacement xbone shuts off randomly. I am going to try a solution posted here elsewhere, but am not really expecting any change.

"NIghtmare" is a great way to explain my experience as well.

 

the fact that xbox depatment @ the BBB went from an b rank prior to december to an F ranking and now 2 weeks later has been blacklisted on the BBB aka lost their accreditation and are being investigated by the FTC for many complaints good luck never ship
your xbox out >go through the retailer not MSoft read this copy of the complaint

Additional Notes

Complaint Category: Non-delivery of products

Complaint: I ordered the XboxOne in August. It is now 12/9/13 and we have not received the Xbox. I have spent hours on the phone trying to resolve this. I have spoken to numerous representatives and am told to give them 24 hours each conversation. Each conversation,
a new representative does not know where the Xbox is. No one is calling me back after 24 hours, just as they promised. No one is finding what happened to my merchandise. Each time I speak with someone new, I am told they do not have a manager. I am always
told there is no one else to help me. I gave this company several hundred dollars in August for an Xbox I was certain I would get! I just spoke with an **** who first said Microsoft does not have answer and would be calling us back tomorrow.

Initial Business Response

December 18, 2013

RE: Your complaint to the Better Business Bureau

Case Number: XXXXXXXX

Dear ****** *******,

This letter is in response to the email you addressed to Microsoft Corporation through the Better Business Bureau of Alaska, Oregon and Western Washington regarding concerns you described with the Microsoft Store.

We were unable to locate any support records for this issue. If you have a service request number, please resubmit your claim with this number and at that time we will be able to address this issue; otherwise, please contact X-XXX-XMY-XBOX (XXX-XXX-XXXX).
Support is available from 6:00AM - 10:00 P.M. Pacific Time, 7 days a week including holidays.

We apologize for any inconvenience you may have experienced and we hope you will continue to be a valued customer.

Sincerely,

Customer Advocacy & Exceptions Management Team

Microsoft Corporation

cc: Better Business Bureau of Alaska, Oregon and Western Washington

Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.

- See more at:
www.bbb.org/.../complaints