BEWARE. SUPPORT IS ABSOLUTELY HORRENDOUS. WORST EXPERIENCE EVER WITH A TECH DEVICE!!!!!!

like a lot of folks, i suddenly found my optical drive noisy and unable to read disks. so i sent the machine back for a repair. and wow, what a catastrophe that has been.

i sent it back on 3/17. today is 3/27, and the console now seems hopelessly lost.

i was told the repair was completed on 3/23 and the item was marked as shipped, with tracking number for Fedex. But three days later, that tracking number remains invalid on Fedex's end. They say it doesn't exist.

I've had six conversations via the online chat with system support, and two by phone. The responses have ranged from cheery assurances the matter would be corrected within the hour to idiotic nonsense about how they put placeholder tracking numbers on the package for some unfathomable reason.

One rep. argued with me for a good 20 minutes before he agreed to give me the phone number for support that i was asking for, so i could bypass the online chat.

But don't think the phone system is better. You'd have more luck talking to your Kinect. 

One woman escalated my case to some advocacy team and said to expect a response within a couple days. A few hours later, I called back to make sure that she'd set up this escalation properly, and the new guy on the line told me it could take 14 business days before anyone even gets back to me. That's today, 3/27. So by the time someone returns my call, what, a month will elapse?

Finally, I went back to the support chat and got a supervisor in on the conversation. And she insisted the console had been repaired on 3/26 and was awaiting shipment. 

Her own system says it was fixed and shipped out on 3/23. So which version of events is true, and which isn't? My guess is it's all a line of garbage.

And so, I'm trying to figure out what to do next. I will say that you'll be seeing a version of this posting in as many places as i can distribute it, since I want owners and potential owners to be forewarned. 

And I have to say, if this situation isn't resolved to my satisfaction and fast, I'll almot assuredly be dumping this thing on eBay if I ever even see it again. Playstation 4 beckons. 

Microsoft should be ashamed of itself for giving the runaround to people who invest hundreds of dollars in these state-of-the-art systems. 

 

Question Info


Last updated July 4, 2018 Views 3 Applies to:

Level   1    

Posted   27 Mar 2014 1:26 AM

MY SYSTEM WONT READ THE DISC INSERTED AND SO I WENT THROUGH THE PROCESS TO GET MINE BACK WITH FED EX. SO I GO TO THE FED EX STORE AT OFFICE MAX, AND I KNOW ITS NOT A FED EX STORE BUT COME ON MAN THEY DIDNT HAVE A BOX TO FIT THE X1 SAFELY WITH THE BUBBLE WRAP,  SO THE GIRL SAYS YOU CAN BUY ONE OF OUR BOXES LOCATED IN THE BACK OF THE STORE. I LEFT THE BRICK AT THE COUNTER HOPING SOMEONE WOULD STEAL IT. I LOOKED AT THE BOXES THEY HAD TO OFFER, 18X18X12 14X14X14 12X WHO CARES AT THIS POINT. SO I CALL MICROSOFT WHEN I GET HOME AND I AM TALKING TO THE GIRL ON THE OTHER LINE AND SHE SAYS WE HAVE TO GET BACK TO YOU IN 24 HOURS. SO CALL BACK TOMORROW.REALLY? I ASK TO TALK TO A MANAGER AND I GET REDIRECTED TO JOE, WHO IS COOL. AND STILL WONT WAIVE THE 15$ TO GET ADVANCED SHIPPING.(GET A SYSTEM BEFORE YOU SEND YOURS IN.) SO I TALK TO HIS BOSS AND SAYS THE SAMETHING. 1:35:40 MINS ON THE PHONE. I SAY, ILL JUST USE THE  REGULAR SHIPPING METHOD. FOR A PRODUCT THAT IS WARRANTIED FOR 1 YEAR THEY EXPECT YOU TO STOP PLAYING YOUR 500$ (MINUS GAMES) PRODUCT AND SHIP IT YOURSELF FOR AN ADITIONAL 15$ DOLLARS AND A 500$ HOLD ON YOUR CREDIT CARD. THAT IS BAD BUISNESS. SO I CHOSE TO SEND IT IN EXPADITED FOR 10.50$ AND WAIT 14 DAYS FOR A DISC DRIVE ISSUE. WHEN I HAD THE YLOD FOR THE PS3 THEY SENT ME A BOX AND 3 GAMES TO MAKE IT SMOOTH OVER. WHY DID I BUY THIS NEXT GEN GAMING SYSTEM? TO PAY 15$ MORE DOLLARS TO GET THERE 4 MONTH OLD PRODUCT FIXED DUE TO THERE COMPANY WANTING TO RELEASE TOO SOON AND INSTALING A RUSHED DISC DRIVE THAT THEY DIDNT WANT IN THE FIRST PLACE. WHEN I GET MY CONSOLE BACK, IF I GET THE BRICK BACK? I AM GETTING THE NOT TO MENTION SYSTEM. I WOULD LIKE TO SEE AN IMPROVMENT IN THE CUSTOMER SERVICE AREA. AND STOP CHARGING US MORE MONEY FOR YOUR DAMAGED PRODUCT. JUST GIVE US THE SERVICE WE HAVE ALREADY PAID FOR.

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I hear ya. Just sent mine out to be repaired too. The Advanced Replacement is garbage.  Hopefully these new VP's & CEO that are replacing all these exec's that bailed out during the release will implement a better corporate structure & better inter dept. communication.

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Hopefully, guys. I've never felt so bad about an investment.

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just shipped my system back at 12:00 to day and I had to pay 14.99$ plus tax 15.89 to fed ex to pack the item. I called xbox  waited on hold for 36 mins and told them what happened and they said that its a fed ex problem not a Microsoft problem the guy was nice about it though. finger pointing from a multi billon dollar company? why not try to fix my concern?. I don't make stuff up man. I just want answers for this diabolical service system.

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