We're excited to announce that we've fully migrated the Xbox Forums to their new home, here on the Microsoft Community forums!
As of today, going to forums.xbox.com will redirect you here to the Xbox area of the Community forums. We've moved all of your existing threads over so you can continue and start conversations with the new forums experience.
We sincerely appreciate the feedback you have provided over this transition and can't wait for you to check out the new Xbox Forums!
Dear Customer Advocacy team, or whoever it may concern,
I’d like to start by saying I have purchased a Windows 8 computer, a Zune HD, an Xbox one, A Nokia Lumia and many, many other Microsoft products over my life-span. I’ve also Blogged many times advertising your products, So it’s safe to say that I am Microsoft
fan. With that being said I have never been so disappointed by a companies customer service as I have been since I’ve bought the Xbox One on Christmas.
After the first couple of weeks of having my first Xbox one, my Hard-drive began to malfunction by making a grinding noise and refusing to read any disc. I called your customer support team and set up an advanced exchange. A couple of days later I found
out that the exchange was never set up and had to go through the process again. A week later when I finally received my product, I set it up and the disc drive was worse than the previous one and made even a worse grinding noise. I then called to set up another
one, I was informed that they couldn’t and they would have to escalate the case to tier 3 Customer Advocacy team. I waited over 3 weeks for your team to contact me, all the while calling many times to see if there was anything anyone could do to fix this.
Finally a manager would allow me to set up another advanced exchange, but then informed me of a new 15 dollar fee! Even after all that I’ve went through and STILL not having a working console for about two months and after paying over 500 dollars for a broken
system, I was being charged 15 dollars! I had no choice so I said okay and set it up. You guys finally contacted me and told me I could have my 15 dollars back. Now I find out that my 2nd advanced exchange has been cancelled and can’t get a hold of anyone
who can help me because you guys don’t have a telephone number! I REFUSE to set up another advanced exchange and pay 15 dollars after you guys have just paid me back and for some reason cancelled my advanced exchange. All I want is a working console. That's
all I've wanted for two months but no one can help me. It’s safe to say that this experience has caused me to question my commitment to Microsoft products in general and you may have lost me as a customer and as a dedicated blogger advertising your products.
I am even tempted to go so far as to contact gaming media and blog my experience on various gaming community websites, Before I do though I will give you guys one more chance to make me a happy customer again. I would like to be contacted by phone or given
an extension so I can further discuss this case with someone on tier 3 and who can help me.
I've just taken my third Xbox One back to the retailer but got a refund this time, I'm now constantly pondering if I should buy another XBOX One from another retailer or just spend the money on upgrading my gaming PC, reading things like this tend to be
pushing me more towards the second option at the moment.
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