You thoughts on Advanced Exchange and Shipping.

I would ask for no assumptions here if any reader has not dealt with the problems in Advanced Exchanges. I would ask that if you didnt experience it then please again do not assume. I would like to get honest details of people experiences with this. Thanks
in advance for complying

I did the Advanced Exchange and they of course used FedEx for shipping, being a previous Shipping Specialist for "Kinkos" during the turnover I know how bad they can be. Amazon for example uses UPS mostly on its two day shipping and in 13 years living in
my home have never EVER had a package disappear.

I was home all day and checking the door constantly for when a truck went by , or if my dogs barked or I just assumed a package was at the door. I mean it is a 500 dollar Xbox ONE that I was expecting so of course I would sit on my step practically all day.
Around 2:45 I checked my doorstep, no package. At 3:20 I checked my doorstep, no package. At that point I went to Fedex dot com and tracked it just to make sure it was still going to arrive on that day, sometimes the deliveries do get delayed which is understandable.

Upon checking the site it said it was delivered at 2:38 and the driver left it at the door. I immediately called FedEx first to let them know I did not get the package. I then called Microsoft to let them know I did not get the package. I told both of them
that I was home all day and that I was close to the door all day .

I asked the boss at the dispatch terminal that night to please update me on what the driver says. He told me that the driver said "I left it at the door and a lady came out and got it". Now first I can tell you this is false because my wife never answers
the door and I dont expect her to on her day off. The next day I was expecting a different package from FedEX and waited out all day to catch the driver and ask him. HE told me "I knocked and left it at the doorstep". Which I can tell you that is also false
because if he knocked on the door at least 2 of my 4 labs would have been barking up a storm. I told him that his boss said that he said a lady came out and took it. He then said "I was talking about a lady up the street. (now why if asked about MY delivery
would he talk about a ladies delivery up the street ??). I then asked him that if he knocked on the door did he hear anything, He said no. I told him that how come if he knocked then how come my dogs didnt go wild ? He said he did not know why.

So right there we got two conflicting stories from Fedex. He lied about the knocking and his story did not match up with what his boss told me. Pretty suspicious huh ? I cant prove he dropped the package at the door. Fedex can scan ANY package at any time and
mark it as delivered, even if they were to drop it into their car. So I filed a police report on Tuesday and told them the conflicting stories just to make a record of it and to also cover my bum.

At this point in time it is in the hands of Global Escalation Support. I have been checking in at MS to see if anything has been done and they tell me that they are backlogged on cases. So How many cases do they have with lost packages to be backed up ?
Now FINALLY the GES contacts me Yesterday and tells me they normally dont stop the "countdown timer" that handles the 14 day return period but he will escalate that to his manager.to attempt it That is so far ALL he has told me. Today he seems to have been
off because he never replied back to the list of questions I asked which was stuff like "how does this work now?" etc.

So I am asking anyone with experience on this . If you can answer my questions then great. I am only asking though what happened in your experience and please no assumptions.

1) I had 14 days from the date of "delivery" to return my faulty Xbox or they will charge my the 500 dollars. Has anyone had experience with this or experience with not making the deadline ? I of course will not send my console back because the deal was
that I would using their package and the label the supplied. As well as I would not ship out my console without confirmation they will even still ship me a console after all this is said and done. I mean I cant charge THEM a 500 dollar deposit if they dont
ship me a replacement console.

2) If your package was lost how did the case come out ? was it solved in your favor and did they tell you they would send out a new one and say you werent responsible for the loss ? How long did it take ?

3) Did they send you out a new console automatically and not recharge you the 16 dollar fee ? Did they do a temporary hold on another 500 dollars on you when they did ?

4) Were the professional or were they complete idiots like the ones that work in Customer Service who give you a different answer every time yo call ?

5) if they DID charge you the 500 dollars because the return package was late how long did it take for it to show up in your account ? Did they refund you once your console DID show up ?

6) Did you get some kind of email saying "We got your console and no signs of tampering so you can now not have to worry about that 500 dollar deposit" ? Or did it get taken out of your account at a later date.

Any suggestions you can do to help ease my mind would be great and any details of what you had to go thru would be great too.

Thank you for your cooperation in advance and thanks for reading. Have a great day.

:)

 

xbox one service order

The only thing you would get with a regular service order where you ship the console back to Microsoft first is a shipping label the box and packing material would be up to you to get.

Now if you did what they call an advanced exchange where they send you a console first (while placing a hold on one of your credit cards to ensure they get the non working console back) then you would send it back in the box that the advanced exchange console
came in. and there would also be a return shipping label in that box that the advanced exchange came in.

This all should have been explained to you in an email that would have been sent out to you explaining what needed to be done.

 

xbox one service order

thats if they sent you an email witch i never got

 

I have just got off the phone with these folks at customer support. Idiots. All of them. The first time i contacted them, they sent me to Tim in some department, and Tim let me know that they were going through an update, and wouldnt be able to access my
account. So what can you do Tim? After telling him i needed an advance return, he told me he wouldnt be able to do anything, and to call back in 30-60 minutes. I then told Tim this was a stupid problem. This was a stupid problem for both of us. Then Tim hung
up on me. Thankfully i was still using the live customer support chat thing, and Hans arranged for a call back.

I received the call back in about 3 minutes, and Jenny was able to do everything i needed. Huh... Anyways, after going through all this they decided to let me know that is was a $15 charge, and a $500 hold. While i dont agree, it makes sense. Whereas with
the xbox360, they sent you a box, you packed your busted one up, and when they received it, shipped you another busted one. "refurbished" i think they called it. When i asked jenny if there was any other option, as i dont just have $500 dollars to "hold,"
she said they could do a repair. 3-4 weeks to repair.

While i'm not a gaming "junkie" anymore, that doesnt sound very reasonable.

Charge me money-

i get product-

product doesnt work-

wait for updates-

get updates-

product still doesnt work-

gets worse-

try to get help-

charge me more money.

Why, when i purchase this product on Good-Faith, do I have to pay to get their busted, malfunctioning product fixed?! This is outrageous. And no one cares?! Thats the part that really irks me. We dont have a choice, so thats what we have to do, and they
just get more money.

After all this i wait for Christian, a call center floor manager, and speak to him about all this. I asked him if there was ANYONE i could talk to, ANYONE! Promptly he replies, "no." There was no one i could talk to, email, no cell phone, or anything. To
which i replied, Bill Gates has an email, how about someone a little lower now the line. "I'm sorry, i wouldnt have that information, if i did, i would give it to you." While i wholeheartedly believe what Christian said to be true, THIS IS AN OUTRAGE.

Then i asked if i could just get a refund on the xbox, games, and controller. I mentioned xbox live, but also said that was debatable, so forget it. He said that would have to be through the retailer. This is not the fault of my retailer! This is Microsoft's
fault. They sold me a bunk product, just like the first xbox 360's! This is a Product's Completed Liability issue. Microsoft manufactured these products, guarantee them, then charge us money to fix them. Stupid problem...

Why is there no one to talk to or contact? Why are we not holding Microsoft accountable for their products? Why are we paying for their mistakes? How can Microsoft Online Support be so stinking terrible?!

I even asked if there was anyone to just appease my disgust. "No."

I suppose i am just going to have to change me allegiance. But PS is terrible, and WII is a joke.

In response:

1) Update in 3 weeks i suppose.

2) Im sure it will be, as Neither FedEx or UPS ever find my house.

3) They have charged the $16.28 to ship it here, and have place the hold.

4) Professional idiots.

5) They better not.

6) Its a crap shoot. Update to follow.

I do suggest that WE, the people who expect to get what we were promised in return for money, force/strongly encourage THEM, Microsoft, to fix this crap. This is seriously stupid. I also suggest that no one try to use Microsoft customer support, EVER. Just
take the product outside smash it to smithereens, and mail the product back with a note stating: I have fixed your defective product. Along with a bill for the sum of the amount paid for purchase, and the shipping for the fixed product. Then go buy a book.
I am so fed up with Microsoft, this is outrageous and i can only hope that some day it be criminal. If i buy a defective product from Wal-Mart, they take it back. No issues. If i want my money back, i get it back.

 

NOW After a few weeks of no response and me complaining they say "the ownership of the case was lost" and now I have to start off at square one.

So they are telling me they can make an operating system and cant make a program that tells them there are still open cases left ?

Its been 64 hours since the supervisor I talked to "reopened" the case. No response yet. They said it would be within 72 hours. I normally wouldnt hold them to it but so many mess ups , and now its been almost three weeks with nothing happening at all.

I wont even get into the mess ups by FedEx in this case and many others. Hence the reason I stepped down as FedEx Shipping Specialist.

 

BTW thanks for responding something. I thought no one would even see this.

 

Finally got a response. It did not answer any questions or complaints yet. The rep stated that NOW he has to contact FedEx and find out what happened to my package and file a claim. So they are telling we that NOTHING happened with my old case ?

 

And NOW they are threatening to take 400 bucks out of my account for the console I CANT ship back because they cannot provide a label (which is the ONLY way they will take it back with a label they generate).

I hope people are reading this and hope it helps them.

 

Hey did they resolve your problem? Also on day one I had my xbox one shipped and the guy just left it by the door and didn't even knock I was waiting around all day and then around 4 I checked the tracking it said it was delivered checked outside and luckily
it was there. Now its in for repair....

 

I, fortunately, didn't have any issues with my advanced exchange. I made sure someone was home to get the package because I knew they would leave it at the door. I didn't want to risk it being stolen or lost.

 

I recently had to go through this nightmare. XBox1 is a scam. I had spoken with 3 reps to do the exchange, I had told them I purchased this unit used. I told them there was damage on the back of the unit which was there when I bought it. It worked for 3
months no problem. The reps told me don't worry if you do the advanced exchange you won't be charged for anything. That came from 3 different reps, not one, not two, three.....so I took the chance of sending it in. As I had explained to the reps I don't want
to take any chances of sending it in to be charged $400 when I can just pay 250 and get one from Game Stop or other retailer.

Today I got an email saying they are going to charge me $400, claiming it has been tampered with. Now like I told the rep today, I was told if I did the advanced exchange I wouldn't have to worry about the damage to the rear or anything else. That as long
as my old unit made it, I was ok and everything would be alright.

The service rep said, well they are sorry for what the other service rep had told me, but that isn't their problem. They told me they do not have to uphold any promises or conditions made by their customer service people. He said that they should have read
me the terms and agreements when we were on the phone. Like I told him, supposed to is a big word, I mean you aren't supposed to speed when driving but how many of us do??? He laughed and was like ya all the time. When I asked about the tampering, I told him
that I informed them of the damage on the rear of the xbox and he said oh well. I also told him that I would like to work something out as I like Xbox but I'm not going to spend 400 when I could just pay 250, that I was promised there wouldn't be a problem.
I'm not rich, I'm not going to throw money away like that. He basically told me that they do not care, it is not their problem. That I can pay 400 dollars or else. Now sure what else is...but I guess we will see.

It kills me that they don't care about losing customers. I also have a ps4, and if they want they can come get their xbox1, but I'm not paying 400 and I'm not returning it till mine is returned. I only got it because I got a good deal on the ps4 if i bought
it too. Which I've had no problems with the PS4, better load times, better graphics, and their customer support WAY BETTER...

Obviously Xbox 1 does not need customers and I hope this message gets to someone and they contact me back to try and fix this.