To Whom It May Concern (I hope this will concern someone):
My name is Brian, and I've been a consumer of Microsoft's innovative products since I sat on my father's lap and learned DOS with Windows 3.1. I'm 24 and a law student.
I've stuck with Microsoft--in sickness (think Windows ME, the blue screens of death, and two xbox 360s failing) and in health--but I'm beginning to contemplate a divorce.
In November, I purchased the Xbox One: Day One Edition. It suffered from a grinding disc drive issue (widely reported in the first edition). I utilized the Advanced Exchange Program on February 10, 2014.
Microsoft sent me a replacement Xbox One, BUT the replacement was also non-functional (DOA). So, Xbox Support asked that I return the original and once the original was received, then Microsoft would work with me to replace the non-functional replacement. Microsoft received my original console.
I've been trying for almost three weeks to get a replacement sent for replacement #1. Xbox Support "escalated" my case and said that the Advocacy Team would contact me in 48 hours. I waited 48 hours. Nothing. I contacted support again and was told that a high systemic level of support requests necessitated me waiting for at least 96 hours. Support said I would get a response no later than March 2. I waited until March 3. Nothing.
Tonight, I contacted support. I was told that I should have heard from someone by now and that they would "re-escalate" my case. Again, I was instructed to expect a possible 96 hour wait.
I paid over $500 to continue my relationship with Microsoft; however, I didn't realize it was going to be a relationship filled with ineffective troubleshooting and disregard for the customer.
Please help remedy this situation.