Still waiting for my advance exchange

On the 10th of December I ordered an advance exchange because my xbox one had the disk drive issues, this was just the start of my problems! UPS had failed to deliver my replacement so I contacted xbox customer support, who told me to contact UPS. I did this only to be told that as the package hadn't been scanned in over 48 hours, they could only assume that it had been lost in transit and that I would have to contact the account holder ( Microsoft) to report a grievence. So I contacted xbox customer support again, I was told that the issue would be eculated and that someone from the Advocacy team would contact me within 5-7 days, they also told me not to worry about my card being charged as the 14 days to return my non working xbox only started from when the replacement console would be delivered. On the 16th of December a UPS guy turned up and told me he delivered the package on the 12th and forgot to get a signature, so would I sign for it now,I refused and he left. I contacted both Xbox support and UPS to explain what had just happened. On the 17th of December a manager from the UPS depot where my package was last scanned called to ask why I refused to sign for delivery. I told her it was because I hadn't received a delivery. She then explained to me that they needed a signature from me to show that I hadn't received the delivery ( which makes no sense). On the 24th of December I received an email from the advocacy team telling me the had contacted all the relevant departments to try and sort out my issue and they would have my CONTROLLER with me as soon as possible and if I had any questions I could reply to the email, which I did to explain that it wasn't an issue with the controller but the actual console itself. On the 28th of December I received an email from xbox customer support stating that they had confirmation from the carrier that my replacement xbox had been delivered and as I had failed to return my non working xbox, my card would now be charged and if there was a problem I was to contact customer support. I called customer support and asked for a copy of the proof of delivery (as I was told that the 14 days started from when the xbox had been delivered) only to be told the it was an automated charge and that I would have to wait for the Advocacy team to contact me in regards to a refund. They also told me they would call me back at 7pm that day to make sure the advocacy team had contacted me. Neither did. So on the 29th of December I called again, to be told again that I had to wait for the advocacy team to contact me, but the good news was she could tell by the system that they would contact me that same day. She also said she would personally call me back at 7pm to make sure the had contacted me. Neither did. On the 30th of December I once again contacted support to ask why I hadn't been contacted by the advocacy team only to be told that it was because they don't work weekends!!! But not to worry as they would contact me within 2-3 days. On the 3rd of January I again contacted customer support, who told me they would look into the matter and that they would contact back by 7pm with any news. To my surprise, he did call me back and told me he had good news. He had checked on the UPS tracking website and my delivery would arrive on that very same day. I explained to him that I had also checked the website and that it had stated EVERYDAY since the 12th of December that my package was on a vehical and would be delivered but that it never turns up. I also explained how I also had been in contact with with UPS and that as far as they where concerned there was no delivery on its way to me. The customer support agent then told me that if it was not delivered that day, I had to call back on the 6th of January and someone from Microsoft would have to contact UPS. So after all this time no one from Microsoft had even bothered to contact UPS!!! As things stand I have currently paid for 2 Xbox Ones and only have 1 broken Xbox one to show for it. I have told Microsoft numerous times that this needs to get sorted as a matter of urgency as I have 2 kids to support and that by taking the money from my account (even though I was told that they wouldn't) they are causing me real financial stress and the only answer I keep being told is that I will just have to be patient and wait. Well I'm sorry Microsoft, I've been a big fan for a long time but I can't afford to wait and sadly I think this will sour our relationship forever.
 

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Last updated July 4, 2018 Views 10 Applies to:

I did my advance exchange on Dec 23rd, and then I got the delivery on the 31st.  There might be something wrong with your delivery.

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Mine took 30 days to get my exchange controller

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was there a resolution here?

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