Xbox One - Power Supply Fault - My experience with Microsoft Support/Service

I would just like to highlight my to-date experience with a faulty Power supply and Requesting a replacement through Microsoft support.

To date the replacement hasn't arrived and I have been unable to use the Xbox for c. 2.5 months.

Last week of Feb 2014

My partner notices smoke coming from the Xbox One power supply and in a panic removes it from the power socket and xbox and goes to throw it in the trash. Upon returning home from work abroad I am told it was thrown away as smoke was coming from the unit
and tv channels weren't showing on the tv (HDMI passthrough utilised).

I proceed to the service website and to understand the steps to order a replacement. Realizing that the malfunctioning unit needs to be returned to get a replacement. At this stage I am happy to purchase a replacement.

I contact UK support who notify me that there is a way to pay for a replacement (£24.99) on the website. I am guided through this process however at the payment stage the website has numerous issues.

First Week March 2014

I call support a second time to notify them of my issue with payment and am told that I should not be able to pay for a replacement. Further details of the issue is taken down and I am told it will be escalated to the highest priority given the nature of
the malfunction and will be contacted to arrange a replacement.

I am also told in the meantime to contact the Microsoft store to see if I can purchase a replacement power supply

Rest of March 2014

No contact from Microsoft

First week of April 2014

(4th April) Receive an email notifying me that my accessory service request has been processed and that a replacement product will be sent in 20 days. I proceed to login to my account and notice that the address used is my old address.

I contact Microsoft support to notify them of the mistake, the call operator updates my address details and assures me that it hasn't been processed for despatch yet and the new correct address will be reflected on the replacement shipment.



Second week of April 2014

Receive an email a few days later informing me that the replacement PSU has been shipped. I login to MyService page and lo and behold it states it has been shipped to my old address.

I contact Microsoft Support again to notify them of this mistake. Call operator checks with his colleagues and I am told I will be contacted with an outcome to the issue as he is unsure of how to handle it. My contact details are taken.

Third and fourth week of April 2014

No contact from Microsoft (via email or phone). Ironically I receive a customer satisfaction email from Microsoft.

First week of May 2014

I contact Microsoft support again to notify them that I haven't received anything. Call operator tells me that I need to wait 28days from date of shipment email for the accessory to arrive before I can complain (totally missing the clear point I made about
it being sent to the wrong address).

After clarifying the situation the call operator takes my details and tells me it has been escalated and that I will be contacted soon.

Current situation

Waiting to be contacted on outcome of case escalation.

Personal view

• I have never experienced such a disjointed customer service operation ever before, with own operators providing conflicting information (e.g around buying a replacement PSU or not).
  
• Infuriating dealing with support as they seem to spend more time on the phone filling forms, querying with colleagues or being constantly told I will be called back. However the worst of all is being cut off on numerous occasions, this could be accidental
  or deliberate but given the number of times it has happened I would lean towards deliberate as I never have these issues on my landline with other calls.
  
• The whole experience has left an extremely sour taste in my mouth and I am seriously considering selling both my units and moving over to a competitor.
  
• No avenue to direct my complaints directly which is extremely annoying.

I hope this issue gets resolved ASAP and that these comments can be picked up by someone at Microsoft.

:)

 

Refurbished accessories?

My specific issue is my power supply went bad. I called Microsoft, not for support, not for repair service but to purchase a NEW oem power supply. I received a 40 dollar USED power supply. I could of purchased a used power supply at a pawn shop for half
that price.

 

Really Frustrated with the replacement process for my Power Brick....

This is really a post for me to vent however i'm hoping that Microsoft reads these forums too and can do something about this extremely poor experience.

My new Xbox One has a bad power supply. I contacted Microsoft Support on September 1st to open a service request. I was sent an email to first send my old power supply back to Microsoft and then a new one would be shipped. (SR#
[Mod Removed])

On September 9th - my old power supply was received by Microsoft VIA UPS. I have the tracking number and in my countless chats with Microsoft support, they confirm that they have received it. Ever since, my SR remains in 'Order in Progress'. I've used the
chat several times and every time I am provided with a different amount of days that it 'should' take before I receive my new power supply however no one is able or willing to escalate or help further.

On September 23rd, I again spoke with someone (this is now exactly 14 days since the defective power supply was received by Microsoft). This time, I am told that my case was being sent to someone on the Customer Advocacy Team for review and resolution and
they would call me... Guess what, it is now Saturday and no call.

I'm hoping this drawn out process isn't typical of Microsoft Support. I have a new, very expensive paperweight that I cannot use and no one from Microsoft and their team of support reps who all read off of the same odd script (Comments like - 'I got your
back') cannot help me.

I'm soured to this whole process and to my Xbox ... Maybe Sony has the same Customer Support issues however if several people have the same experience as I have, I can definitely see a few converts to the PS4.... possibly myself included.

Can anyone help?

Thanks,

tmlfan007

 

Just to update this thread.

I have received numerous generic emails from Global Microsoft escalation support (An individual named Carter).

The emails are generic and simply state I must purchase any accessories and provides a USA based number (1-800-4MYXBOX) even though I am in the UK and a replacement has already been sent (to the wrong address). The emails are then followed up with follow
up emails saying the case will be closed in 48 hours if I do not respond.

Key points to note:

1. All emails are addressed to "Martin" which most definitely bears no resemblance to my name.

2. I have replied to the initial emails highlighting that my issue is not resolved but still get a 'follow up' email saying that my case will be closed.

3. I have tried contacting the number provided and get no response.

The whole situation is beyond a joke, this xbox has been unuseable since Feb/March and I have no official avenues to get this issue resolved.

I am hoping a moderator/employee from xbox can see this