Hey Guys/ Microsoft Support team,
Firstly, I would like to thank all the Chat Support staff and Xbox Support for all their help that they have provided so far. I'm definitely not gonna hate and rage on this forum, or try me best not to. However, I must say that I am rather disappointed with the lack of comprehensive advice from Xbox Chat Support and the whole lot of miscommmunication that has occurred...
For the Umpteenth time, let me explain my situation, in hopes of some comprehensive help from Xbox Support. I live in Singapore, and there is a Microsoft Service Center locally, and I've been informed that I will be receiving a local shipment and replacement
for my faulty controller. I'll get to that in a minute as to why I raised that point up. Everything is going fine at the moment, I shipped out my faulty controller, tracked it, and it indicated that the item has been delivered to the local service center a
day after I shipped it out, 17-11-2015. One 18-11-2015, I received an update from Xbox Support, informing me that I should contact support If I have yet to receive it after 3 working days. It's 21-11-2015 at the time of this post, and I have yet to receive
the controller. Apologies if I rushed it a little, because for one, I did receive advice from a Xbox Chat staff to wait 7-10 working days for the shipment. Here's the thing, why will they ask me to contact support after 3 working days if the support is going
to tell me to wait 4-7 more days?
Disregarding the above confusion, here's where the real problem comes in. On 18-11-2015, I have checked the address of the "Ship To Information" under Xbox Service Order Tracking feature, and I realised that the "Ship To" Address is incomplete. They have left
out an important detail, my unit number. I live in an apartment with 20 or more other units and families. It is illogical to ship to a whole block, without the unit number. Hence, for the past 3 days, I have contacted Xbox Chat for countless number of times,
only to waste an entire hour, and a futile response that leads to more confusion. As stated below, here are some details to much of the confusion:
1) FedEx does not support Local Shipment in Singapore, meaning that they are unable to track my shipment and order, even if I do provide the 10 digit Service Order Number provided by Singapore. On the XBOX system, representatives from chat have indicated that
It is FedEx who is the courier, but FedEx has claimed otherwise when I contacted them. So, Where is my Parcel, and who is the courier?
2) I have contacted the Chat to update my address once, and they tell me to update FedEx when they're not even the courier? Contacted Chat once more, reached a point where the person on the other end affirmed that THEY will handle the updating of the Courier,
and that I only have to wait for an update email from them AGAIN, confirming that the courier has been updated. Here's the thing, I DID NOT receive another email after the one on 18-11-2015. I have another reference number provided to me by the person on that
chat when I was doubting their credibility in updating the courier. I can provide it, but due to privacy sake, I will not post it in this post. In addition, I have a picture of the parcel I sent out, that clearly shows that my Ship To and "from" address is
100% correct, but it is incomplete in the XBOX system, the ROOT CAUSE of ALL my time spent on contacting XBOX and all the confusion.
In conclusion, I have no idea who is the courier for my new controller. I have no idea whether the courier has my updated address. I have no idea who I'm supposed to approach anymore, it's sad to say that I have lost faith in Xbox Chat support. I have all the
information needed to aid any staff who would extend their hand in recovering my "lost" parcel that I may never receive. Please do contact me personally so that I can provide the relevant and sensitive information required.
I thank all the support at XBOX for the effort in helping my "issue" so far, and I highly appreciate it, because I am sure that I will not be able to do a better job. However, If I sending my accessory for replacement takes soo much trouble, when I am rather certain that I have done everything as instructed and requested by people on your end, I am having second thoughts on sending any device for warranty to Microsoft. I apologise if my post rubbed onto somebody on a wrong way and hit some of your nerves, but I do hope that Microsoft can resolve my issue for me. After all, it is only an Xbox One Controller...