Failed customer support

My name is Mr. Johnson and i purchased a day one Xbox one last November. I started having issues with my system at the end of February. I set up a repair order on the 9th of march (the delay is due to heavy overtime at work). I waited a week to receive instructions on how to send in my system and when i didn't come i called on Saturday the 15th at which time to customer service representative had to email me the instructions 3 times before i finally received a copy. I then mailed the system out on the 17th thinking okay this should solve my problem. i wait 2 weeks and receive my Xbox one back on the 31st of march. excited i started to install my games just to find out on the 3rd game that low and behold the same problem happens ( a grinding noise then unable to read disk) by this time it was to late to call so i wait until I get off of work on the 1st of April. I call the center and speak with a rep named Shea. She was sympathetically and told me she was going to escalate my issue and i should be contacted by tier 3 within 48 hours. She decides to compensate me 6 months of Xbox live(which is useless without a working system and i already have a fresh one year renewal but i was grateful). i wait until the 3rd with no contact so i call them that night. I speak with a rob who was also sympathetic and told me he was going to re-escalate the problem and offered me a game (dead rising 3) since i was having disk issues and told me that i was suppose to be offered this in the first place. He tries to send me the code in my email but then told me he was having system issues. He then told me that if tier 3 was suppose to contact me on the 4th and if they don't we can set up a advanced system exchange and it would cost me 15 dollars. i asked him why we couldn't just do that now and he said he had to give tier 3 a chance to response first. He then told me he was going to call me back on the 5th to make sure tier 3 contacted me. Well the 4th comes and goes and i get his call on the 5th. He then informs me that we can do an advanced exchange and that they are going to need to put a 500 plus tax hold on my credit card which i was unaware of (thinking about it now i should have known). Sense i don't have 500 plus tax on my card i decline and he told me that i would have to wait for tier 3 and the communications say they are going to contact me on the 7th (Now i am believing that tier 3 is like big foot not have proof that they actually exist) He also told me that he was going to call me on the 8th at 7 pm central time. The 7th comes and goes again with no contact and i wait until tonight the 8th of April and decide that sense i haven't been contacted by 8:15 that i should call them. I get a hold of a customer service representative named jack who goes about repeating the same thing i have been told the past 3 times i have been in contact but no clear answer as to when i was going to be contacted. So i ask to speak with his manager. the manager of customer service gets on the phone after siting on hold for 20 minutes(part with music and part with dead silence). the managers name is Jake as well. He then tells me that i should have never been told those time frames and that the right time frame is 18 days and also informed me that the game i was promised should not have been promised to me and that it was a promotion they were doing in march for advanced exchange and that the only way you have received that is if you asked for it already knowing that the promotion was going on. I then asked him to send my previous phone calls to upper management so they can understand how there customers are being treated and he started getting short with me saying the same thing over and over about the deadline being 18 days. he then told me if i feel so that i should post a blog on the situation on xbox.com and so i am still left with the question that after all this when is my Xbox one going to be fixed so that i can actually use it for gaming purposes? Is this normal treatment of an Xbox customer? Should upper management hear the phone calls? Or does no one at Xbox really care?

 

Question Info


Last updated July 4, 2018 Views 11 Applies to:

That sounds like an awful experience. I'm not a Microsoft employee, but I can say that your experience seems out of the ordinary. I've never been treated as such when calling support and my issues are typically resolved quickly. So to answer one of your questions, no, I don't believe this is how Microsoft usually treats their customers. Secondly, yes, if you were treated in the manner you claim, you should absolutely ask to speak to upper management to get the problem resolved.

However, what we cannot tell you here on the forums is information regarding your repair status. Most here are not employees of Microsoft/Xbox, and the ones who are cannot tell you such information in an open forum due to security issues.

What you should do is click on the "My Account" link at the top of the page, select the "Manage Devices" link, and then select "Check a repair" if you've already sent in your console. You can then select the "Check status of a repair" option and  any repairs linked to your registered console should be listed on the screen. If there are any issues, the only other option is to call Xbox Support directly.

Good luck!

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I can't track the order because it has been submitted to tier 3 . I understand they can't post anything on an open thread but I was hoping it would prompt a response from them or to see if anyone else has had this issue

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I know what you are going thru my story is very similar .  Operators are very nice and sympathic, when you talk to a supervisor / manager they are borderline rude. Was also told that the last 3 reps I talked to did everything wrong. Gotta wonder what is going on. Good luck

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I am actually currently on my third console right now and I've spent a lot of time on the phone with them.

I was told about both of the exchange processes up front, and while they weren't ideal, especially in the case of the advanced exchange and the credit hold, I was at least explained why they needed that hold and that it is in fact not a charge.  The free game thing they were doing was great as you were able to download the game and don't need a disc to play it so you could play something while you wait for your new console to get there.  But as I heard it, that particular offer did end on 3/31/14, so the fact that you got one is pretty awesome, someone put their job on the line for that one.

As for the whole escalation thing, I was informed on how that works as well and I do understand the frustration there as I went through it myself.  Basically the Tier 3 reps they are talking about are the ones with all the real power.  The Tier 1 and 2 people you talked to on the phone don't have the capabilities that they do.

As for what to do next, honestly I think all Tier 3 is going to do for you is set up another exchange.  It's all anyone there really can do.  They just keep exchanging it out until you get one that works.  It's what happened to me.  But it seems like you got the last one in a timely manner and it really just comes down to bad luck that you got another one with a bad disc drive in it.  I would just go to the support site, myservice.xbox.com, or call them and set up another exchange.  You have a system, and you have a code for a free game, and you've gotten another 6 months of gold time out of them.  To be honest, I'd go through all that you've gone through for all that.  They've basically given you $120 for your trouble.

Do yourself a favor and be proactive.  Set up another exchange, get a new unit, and help yourself.  By the sound of it, if you did it now, you'd probably get your new console before Tier 3 would get back to you.  :)

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I was promised a game and then 5 days later they said oh you don't get a game the other guy was mistaken and exchange was a same system repair  

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As I've heard it they are not repairing the systems right now as it's taking to long, so they are just doing Standard Exchanges and Advanced Exchanges, so you will get a new unit.  Bummer you didn't get the game code, but at least you got equivalent value in gold time.

Like I said, you're better off just setting up a standard exchange (which does come up as a single unit repair, I just looked) and getting a new unit.  Anything else is just wasting your time, imo.

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