Xbox one repair issues

If you're lucky enough to be an owner in NZ or Australia, our consumer laws are better. Instead of dealing with the manufacturer, we can simply return the whole console to the retailer we brought it from, and they will either immediately give us a new console,
a refund, or repair. The manufacturer under our law is required to complete repairs on a console under warranty within a reasonable amount of time. Just take it to the retailer and THEY'LL sort it out. M shouldn't give you the run around for this waiting several
business days. You'd probably be better of living in Australia or NZ because our consumer protection rights are most likely better than what you may have in the US. I left a link of what our rights are like over here. I hope you get it resolved asap.

nzgamer.com/.../your-consumer-rights-for-the-next-gen.html

:)

 

Xbox one support/repair issues

I have a day one Xbox that is having optical drive issues. Went to support chat, tech walked me thru all the trouble shooting options. Came to the conclusion that it needed to be replaced. I qualified for advanced exchange,nut said I had to call in
to set it up. O.K. I have no problem doing that. Called the next day and set it up. Operator was very nice and helpful. 6 days later received a refurbished console. It would not even power on! Called support talked to a (again) very nice operator. She walked
me thru trouble shooting non of it worked, she talked to her supervisor and told me to put the refurbished console back in the box with a note with the service# and write the console does not work. Told me support would call within 5days and that she would
put a note on my account so that I would not have a credit charge.6days no call so I calls. Nice operator again, she said I should have gotten a call, but she would help me. Said there is a backlog on repairs and as soon as they got a shipment of NEW consoles
I would get one. Said previous operator filled out info correctly and that there would NOT be a charge on my credit. Couple days later I get an email stating there would be a charge on my credit because I didn'treturn my console. I call and ask for a supervisor,
she is not so nice would barely let me explain my situation. She said I should have sent back my day one edition(the one I can turn on and play downloaded games on) and kept the one that couldn't turn on. Now they have to look for the one I sent back, when
they find it they will refund/credit my charge. Than I'll have to start the process all over! I've been playing video games for a while (34 years, I'm not young anymore!) I'm really disappointed with with Xbox ones support. I followed what Iwas told to do
by numerous Microsoft employees and I feel as tho I'm being penalized for it. Am I wrong for feeling this way? Any one have this sort of issue?

 

Xbox one support/repair issues

I understand about support being under staffed/trained. Don't hold any ill will towards them. But Microsoft has a lot of small fires going right now that they really need to address . I'll be patient for little while, it would help to see some response tho.
Thank you for your reply. Don't want to go over to that " other" console but don't want to be cheated or taken advantage of either.

 

Very interesting article. Unfortunately, in the U.S.A it seems they are more interested in trying to sell you an extended warranty than selling you a reliable product. When we (customers/consumers) purchase a product we should get a reliable product that
does as it is advertised to do. Could you imagine buying a car and soon as you got it home some parts wouldn't work. It starts but the brakes don't work! Give us a month or two and we'll figure it out! If I was the CEO of Microsoft I would be ashamed of this
situation . Long repair times, untrained or inexperienced service reps, not to mention faulty product. I hope my issue gets resolved soon, for that matter everyone's problems with their consoles. I believe Microsoft does make good products something went
a miss it seems, with the ones tho. On a side note I don't play online a whole lot, seems to be a lot of youthfull jerks out there that take some of the fun out of it. But on these forums every interaction I've had have been with polite and well thought
people!

 

All products come with a manufacturers warranty over and above store warranty/return. Register your devices, that is the consumers responsibility....

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I remember driving my brand new 2003 GMC 1500 Z71 home, finding a puddle under it after I parked it... rear crank seal gone... (56km on truck)... towed it back o town, fixed, good. Breakdowns happen.

 

I register every product I buy, helps them find you if and when they need to do a recall. Seems like most of the complaints about the Xbox one should be covered under a manufacturers warranty. That's why it seems Microsoft is dropping the ball on this one.

 

Received an email from Global escalation support today. Sorry for the delay still investigating my case is what it says. Let's see what happens next.

 

Email from Global support today. They are refunding the charge on my credit, but no word as to what is going on to get my Xbox day one repaired. Emailed them back to see if they are handling it now, or ( I hope not ) do you have to call support again? To
be continued.......

 

Another email from Global support today. Different name says they're tracing the package that had non working refurbished console in it. Still no word on what to do with my day one box that still needs to be repaired / replaced.

 

Second email today from Global support. They can't open up a service request on my day one till they find the one I sent back which they can't ( surprise , surprise ) find. I suggest they search for the console by serial # and that it has to be in repair
status because it was not working.

 

This sounds so bad, and I had something similar happen to me with a very expensive monitor, I am a graphic designer so the monitors I get usually are very high end.

Anyway I recorded the serial number and took Several photos of sending it recorded delivery. The company signed for it. Then said they lost it and it could take four weeks to track. I simply said you have 48 hours or I will contact trading standards, watchdog
and which. Alternatively you could refund me the original amount. I had a cheque in the post the same day with tracking number.

I am not saying do this but know your rights, they are clearly in the wrong but you need proof. Emails from them, letters, receipts and sent package details. Phone them with these details and do not quit until you have your answer, ask for a call back first
add you spent loads on phoning them.

 

Email from global support today.they are going to close service request due to inactivity?! Must respond within 48 hours. Been exchanging emails with 2 different support people for at least a week. Last one asked if I wanted them (support), to handle my
repair (same unit repair, which I'm ok with at this point in time ) or if I wanted to call support myself and start the repair. I said " please, I would like you to handle it". Now I get this email. Have to wonder what is going on at Microsoft.

 

You are way more patient then me....... I would of given up and just got a different one.

 

I would personally get onto phone support and make them aware of this. My own advice would be to stick to one channel. Meaning that if you go to phone support, stick with them and don't side track to chat support ect.. I don't know how closely tied they
all are so for the sake of accuracy, I would stick to phone support. So sorry about all that bud, it must suck majorly. Hit me up when you get back online though and we will bash skulls a few together

 

Phone support says they can no longer assist me, it's in the hands of global support. Didn't know I would be dealing with 2 separate support personnel from global. I've been gaming for a long time, ( remember fondly LAN parties with my sons, nieces, nephews,
and friends...good times.) right now I'm about ready to give up on video games. This situation has really taken all the fun out of it. We will see what happens next.