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?

:)

 

console com ruido

Hey there nego0526 -

Sorry to hear about any Xbox One issues. Make sure to read the Xbox One Power Supply article regarding any noise issues.
However, if you'd still like to get a repair, you can take a look over the website here: https://support.xbox.com/browse/xbox-one/warranties-and-repair

Hopefully you get that fixed soon! If you have any additional Xbox support questions, please let us know.

 

Unable to register Xbox Elite Controller on the Xbox Online Service Center

Hello

If you're having issues with requesting a repair/replacement you can also call Xbox Support .

@GraphicalSafe83 it seems like an Xbox One console is required to replace/repair the controller via the website, so I also suggest that you give Xbox Support a call

support.xbox.com/contact-us

 

Your not wrong. Its a messed up situation right now for us gamers and MS support who is really not to blame. They are probably under staffed constantly dealing with thousands of calls/emails that are identical. The problem was the people who anticipated
this but said nothing or didn't care when the console was about to be released. Phil Spencer newly promoted Director of XboxLive stated the other day in an interview that he basically had to do what he knew was wrong, because his bosses directed him. Now that
he is the boss and hopefully he can square things away. Same goes for the directors, managers, supervisors at MS support. Change needs to come from the TOP. MS will get back to what was good again.

 

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.