I sent my son's XBOX360s in for warranty repair. Repair received it on 12/5. I was told turnaround was 7-14 days. Which it was, the repair was finished on 12/13/2013. I was told it shipped. Then the CSR assigned to me called and said there was a problem and no one knew where the console is located...he then tried for 3 days to locate it. The tracking number provided by Microsoft does NOT exist according to Fed EX. This was on Dec 16th. (My son, who as Asperger's Syndrome has been without his XBOX360. We got this gaming system as it is recommended by several Asperger's Support group because it best helps with motor skills.) Finally, I was granted the ability to speak with a higher up CSR and I was PROMISED by 12/24 that I would know something. I was promised a call back regardless...But no calls and I cannot contact support because the escalation Department is not reachable by us mortal consumers. I am extremely upset...now no one will call or respond to my emails. My son's XBOX WAS supposed to be returned BEFORE Christmas...now is has been over a month and still no XBOX360. The sad part was I was told a replacement was being shipped out and someone on Microsoft's end apparently lost it...so rather than providing me with another console, I have to wait while they try to find it. Meanwhile, my son is the one being punished for someone else's mistake...I am the customer...I bought their product...it was faulty and I send it in for repair...why am I basically stuck in limbo? I know this sounds like a gripe session, but my son is bummed and can't use 25% of his new Christmas gifts we got him. Has anyone had this happen before, if so what happened?