Xbox One Warranty Service Issue

So recently my Xbox One's wireless system died, and I was told to take it into a Microsoft store to replace or repair it. I was told to bring all the cables and the controller that came with it into the store with me. So my wife and I loaded up the system
and drove the hour to the Microsoft store. They didn't have a model like ours, so they sent it off for repairs. It was gone for a little over a week, and when it was returned, it didn't have the cables or the controller we had left with them at the store.
I contacted the chat service again and was told that normally a second service order is supposed to be made for the accessories, but that wasn't done and now it would take approximately 15 more days for those to arrive, and in the meantime I have no evidence
hat they have even been sent. Now, I'm a customer service manager at my job and I have promised that I will never treat anyone the way I am treated, and I have nothing but great things to say about the people who have talked to me so far and helped me as much
as they could. They really were the best.

But I have to admit, it's really frustrating that we got a console back, and it has to sit on our shelf being a paperweight for two weeks. Especially right as E3 started, that was a major blow as I'm hearing about demos coming out that I can't even look
at now. Why does this work this way? Why does it take so long to get those items back if I submitted them with the console as I was told to? Can anything be done about this or any kind of recompense given?

Thanks!

:)

 

XBOX One warranty from Amazon

CoffeeGem548404,

Regardless of what it may say from Amazon, new Xbox One console has a 1 year warranty and 90 days for Xbox accessories, see "Product Warranty:
Xbox One console". You can check Xbox warranty status at, "Getting your Xbox console or Kinect sensor serviced" .

support.xbox.com/en-US/my-account/warranty-and-service/console-kinect-warranty

support.xbox.com/en-US/my-account/warranty-and-service/getting-your-product-serviced

SA

 

My control is broken

Rosenbatman,

It's my understanding that controllers (and other Xbox accessories) are only warrantied for 90 days, "Product Warranty: Xbox One console"
. You should be able to check the current warranty status at "Xbox warranty information" . However, it is possible that if you purchased
the controller with a credit card it may still be covered by an extended warranty through them. If this is the case, I would recommend contacting your credit card company directly.

support.xbox.com/en-US/my-account/warranty-and-service/console-kinect-warranty

support.xbox.com/en-US/my-account/warranty-and-service/xbox-warranty-information

SA

 

Heya Vasin23.

Definitely understand the frustrations of not having your cables to play your replaced Xbox One console. It sounds like there may have been a bit of confusion between the Microsoft Store and Service Center. Unfortunately it can take a bit of time to receive
the cables that were accidentally sent but keep an eye out!

If you don't receive your cables within 15 days please let us know here so that we can best help out.

 

Ok so about two weeks ago the parts hadn't arrived so I called customer service and they were going to talk to another group and see if my parts could be found, or just ship new ones and that I would have them in about a week. A week went by and I just recently
got the email that they are being shipped out. Estimated arrival date is the 12th. I am very happy that finally the items I need for my xbox to not be a paper weight are on their way. But seriously? They didn't have even the decency to over night them to me?
They did with the Xbox itself, so why not the parts needed to actually plug it in?

I will be very happy to finally get these cables and be able to start the agonizing process of redownloading everything, but the 1 month of free Xbox live is kind of wasted since my Xbox has now been out of commission for a month. Is there anything more
that can be done? Some kind of compensation would be really great here.

 

Additionally. I have actually asked this before but figure it won't hurt to ask again. When I made my Xbox One live account, I accidentally made a new account. My old Xbox 360 account was under the email
[MOD REMOVED]. Is there anyway we can merge these accounts? Or at the least transfer my gamer score over? That would be great.

 

Hey Vasin23,

Your best bet would be to speak with our phone team about the situation regarding the accessories needed to play your console. Contact Us

In regards to merging accounts, unfortunately there isn't a way to merge multiple accounts together. If you did forgot the login details to the older account, the chat and phone teams can help you work through that issue as well.