Horrible Support from MS - Charging Extra for Advance Exchange

So, last night my XBO died. I ejected Titanfall and put in a DVD. The drive made an off-balance noise and the disc never mounted. I put Titanfall back in and it made no noise and wouldn't mount. Sometimes, when I put a disc in, it would make the horrible noise, sometimes it wouldn't.

I opened a case online and was told I'd have to send it in for 1-3 weeks, but if I contacted support, advanced exchange would be possible.

I chatted with a tech who ran me through more troubleshooting (as if this is a software problem). She said she could do advanced exchange, but couldn't take my CC number for a hold, but that she'd get a hardware tech to call me for it.

Shortly after, a hardware tech called me for my CC number. He tried twice to submit it, but was having technical issue with the system. He asked if I would call back in 20 minutes. I asked how I was supposed to call back when he's the one who called me. So, he set up a return call for 20 minutes.

Microsoft called back in 5 minutes, while I was showering. MY WIFE answered and proceeded to give them a serial number from a pair of headphones (WTF, honey?).

This tech proceeded to take my CC number and informed me that not only would there be a hold, but a $15 service charge. I complained and said I shouldn't have to pay extra for the privilege of them fixing my $500 system that was less than 6 months old. She offered me 1 month of XBL to offset the cost. I declined as asked to speak to her supervisor.

The supervisor wasn't able to remove the charge either. He offered me 2 MONTHS of XBL, which I declined as well. I told him that it's absurd to ask for more than a CC hold from customers when a product is under warranty, less than 6 months old, cost $500 and is the successor of a product known for RRoD. I also told him that I'd like to say Sony treats me better, but I can't, since my launch PS3 and PS4s are still functioning perfectly.

1.5 hours later, I'd wasted most of the evening and accepted the regular 1-3 week repair. I haven't shipped my system back yet. I'm giving it a few days, trying to reach out to all MS parties I can, in hopes of doing the advanced exchange without additional costs. I’ve posted this elsewhere as well, but am trying to get my experience out there. If anyone knows of other parties to contact or send the long e-mail I wrote last night to, I’d appreciate it.

TLDR – I can’t believe MS wants to charge extra for advanced exchange.


Question Info

Last updated July 4, 2018 Views 17 Applies to:

Don't bother with advanced exchanges. I tried twice and on both occasions I was sent refurbished consoles and not brand new as I was told to expect, but not just that, both the refurbs I was sent had more serious faults than the original I was trying to get replaced so I had to send both exchange consoles back (one had physical damage to the faceplate and couldn't stay powered on for more than 10mins, the other had a very loud clicking fan).

Not only that but after a "system error" I was charged £390 last week out of the blue with no warning because it showed I had not returned one of the consoles despite returning it over 2 months ago! Fortunately the issue has been resolved, but still, awful experience with advanced exchanges.

Return the console to your retailer if at all possible, they will just give you a brand new one hopefully. Failing that I'd go down the repair route rather than the exchange route.

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