My customer support nightmare

The customer service I have had from Xbox over the past eight weeks has been utterly useless.

My first issue, was that the xbox one i got for christmas had a faulty disc drive which wouldnt read any discs.

I then received a second Xbox one via an advanced exchange which had exactly the same issue. Im then referred to the specialist team who took nearly 2 days to email me, only to tell me to call up and arrange a second advanced exchange.

I arranged this exchange and a week later still no Xbox. So i call customer support again to find my third console has actually been delivered to the other side of London and that i would AGAIN be referred to the specialist team to deal with it and was told they would email quickly.

Nearly 2 weeks and two phone calls later I still have no email and ,to insult to injury, I have now today received an email to tell me that as my faulty console from my second advanced exchange (which I never received) was never received back, I've been charged £326 for a whole new one!

In total I have made 6 phone calls, sent 3 emails and live chatted once over the past eight weeks and I am no closer now to having a full functioning Xbox than I was at Christmas when I unwrapped my new console to find it to be faulty!


This is beyond a joke, for something that costs so much the service ive had for my faulty item has been nothing short of ludicrous!

 

Question Info


Last updated July 4, 2018 Views 2 Applies to:

Sorry to hear the experience you are going through mate, its similar to mine at the moment, though yours is definitely worse. I've also had an email telling me I'm going to be charged for not returning a faulty replacement console even though it was clearly received by Xbox almost two weeks ago and all the support staff I've spoken to have all acknowledged it shows up on their end as received by them.

I am waiting for any form of contact from the 'specialist team' and I've been waiting almost two weeks. This seems to be the problem. I will be furious if after all this waiting they don't even do anything to drastically speed up sorting out my problems. The normal support staff have been as helpful as they can be but once cases are escalated to the specialist support they don't seem to be able to do anything to help. I don't get it. Look around this forum and the Internet, you are not alone with this, just make sure you let them know of your horrible experience because if enough of us do that, maybe they'll take notice.

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Yeah sounds like you are going through some pretty horrific service too. I've been told that there is a "high volume of complaints" at the moment, which is what I'm currently being fobbed off with. With the severity of complaints that we have, both worth well over £300.

It's scandalous really, having a customer support team that can only go to one level of helpfulness and then completely crumble after that, becoming absolutely powerless.

I just wish I could get a name or contact details of someone who I could speak to directly to deal with my case. At least that way I would at least get the impression something is being done, rather than just picturing some guy in America twiddling his thumbs at a keyboard rather than typing my email.

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Yeah I know exactly what you mean. I've spoken to 5 different support staff in the last 2 weeks and for the most part, I'd say 3 of the 5 have been really helpful, gave the impression they genuinely cared and seemed proactive in trying to speed things along. But at the end of the day, you're at the mercy of the specialist 'advocacy team' and we have no means of directly contacting them, all we can do is wait and hope they actually do exist and are working as quickly as they can.


One of the support staff told me yesterday they couldn't locate the faulty replacement I sent back to them, they then checked the tracking number and were like, "Oh, it shows we received it... but we don't know where it is". Awesome. Sounds like they misplaced it at their own service center, that's my fault, definitely owe them £300 for that.

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