Sent an Xbox One in for repairs with game still in drive

On March 11th I decided to go out and buy Titanfall at Midnight. I got home and put the game in the drive and I heard grinding sounds coming from the console. I tried to eject the disk without success and immediately created a support ticket with Microsoft which stated that I had to send the unit in for repairs. I contacted support and told them that there was a disk in the drive and that it would not eject by pressing the button nor would it eject manually. The representative told me that she would make a note of it and that I should get my disk back about 15 days after I receive my repaired console. I waited 15 days for the disk and then contacted support again to escalate my support which I was able to verify. After about another 15 days, I contacted them again, this time the representative told me that it was at their highest level of support and that they should be sending me an email directly. I received an email on April 19th from someone calling themselves Mandy and that she was working my case. This morning I received the below email:

Hi Ian,
It's Mandy, with Xbox Global Escalation Support, I'm here to follow up with your issue.
Our service center has confirmed that there is no record of a game being in the console. I apologize for all of the frustration you have had to deal with and would like to offer you compensation for your trouble. You may choose one item from the list below and I will ship it immediately to you.
Xbox One:
·         Dead Rising 3
·         Forza 5
·         Ryse
·         Zoo Tycoon
·         Xbox One Controller Battery Pack
·         Xbox One Headset
·         Xbox One Controller
Please reply to this email with the game or accessory you would like to receive.
If you have any questions or I can help you further, please reply to my email and I'll be happy to assist you.
Mandy F.
Global Escalation Support
© 2014 Microsoft Corporation. All Rights Reserved
This is the most ridiculous thing that I have ever had to deal with in regards to technical support and I am an IT. I don't think that I will ever buy another console from Microsoft ever again.

Question Info

Last updated July 4, 2018 Views 0 Applies to:

As much of a pain as it is that they didn't sort it out for you and send your original disc back, given that Titanfall is on sale in a bunch of places at the moment, you could buy a new copy, then take one of the other options and sell it. You might even end up a little in profit.

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