Xbox Controller Replacement, Tons of frustration, Yet to receive the controller...

Hey Guys/ Microsoft Support team,

Firstly, I would like to thank all the Chat Support staff and Xbox Support for all their help that they have provided so far. I'm definitely not gonna hate and rage on this forum, or try me best not to. However, I must say that I am rather disappointed with the lack of comprehensive advice from Xbox Chat Support and the whole lot of miscommmunication that has occurred...

For the Umpteenth time, let me explain my situation, in hopes of some comprehensive help from Xbox Support. I live in Singapore, and there is a Microsoft Service Center locally, and I've been informed that I will be receiving a local shipment and replacement for my faulty controller. I'll get to that in a minute as to why I raised that point up. Everything is going fine at the moment, I shipped out my faulty controller, tracked it, and it indicated that the item has been delivered to the local service center a day after I shipped it out, 17-11-2015. One 18-11-2015, I received an update from Xbox Support, informing me that I should contact support If I have yet to receive it after 3 working days. It's 21-11-2015 at the time of this post, and I have yet to receive the controller. Apologies if I rushed it a little, because for one, I did receive advice from a Xbox Chat staff to wait 7-10 working days for the shipment. Here's the thing, why will they ask me to contact support after 3 working days if the support is going to tell me to wait 4-7 more days?

Disregarding the above confusion, here's where the real problem comes in. On 18-11-2015, I have checked the address of the "Ship To Information" under Xbox Service Order Tracking feature, and I realised that the "Ship To" Address is incomplete. They have left out an important detail, my unit number. I live in an apartment with 20 or more other units and families. It is illogical to ship to a whole block, without the unit number. Hence, for the past 3 days, I have contacted Xbox Chat for countless number of times, only to waste an entire hour, and a futile response that leads to more confusion. As stated below, here are some details to much of the confusion:

1) FedEx does not support Local Shipment in Singapore, meaning that they are unable to track my shipment and order, even if I do provide the 10 digit Service Order Number provided by Singapore. On the XBOX system, representatives from chat have indicated that It is FedEx who is the courier, but FedEx has claimed otherwise when I contacted them. So, Where is my Parcel, and who is the courier?

2) I have contacted the Chat to update my address once, and they tell me to update FedEx when they're not even the courier? Contacted Chat once more, reached a point where the person on the other end affirmed that THEY will handle the updating of the Courier, and that I only have to wait for an update email from them AGAIN, confirming that the courier has been updated. Here's the thing, I DID NOT receive another email after the one on 18-11-2015. I have another reference number provided to me by the person on that chat when I was doubting their credibility in updating the courier. I can provide it, but due to privacy sake, I will not post it in this post. In addition, I have a picture of the parcel I sent out, that clearly shows that my Ship To and "from" address is 100% correct, but it is incomplete in the XBOX system, the ROOT CAUSE of ALL my time spent on contacting XBOX and all the confusion. 

In conclusion, I have no idea who is the courier for my new controller. I have no idea whether the courier has my updated address. I have no idea who I'm supposed to approach anymore, it's sad to say that I have lost faith in Xbox Chat support. I have all the information needed to aid any staff who would extend their hand in recovering my "lost" parcel that I may never receive. Please do contact me personally so that I can provide the relevant and sensitive information required.

I thank all the support at XBOX for the effort in helping my "issue" so far, and I highly appreciate it, because I am sure that I will not be able to do a better job. However, If I sending my accessory for replacement takes soo much trouble, when I am rather certain that I have done everything as instructed and requested by people on your end, I am having second thoughts on sending any device for warranty to Microsoft. I apologise if my post rubbed onto somebody on a wrong way and hit some of your nerves, but I do hope that Microsoft can resolve my issue for me. After all, it is only an Xbox One Controller...

 

Question Info


Last updated July 4, 2018 Views 4 Applies to:

@Awfaulkaizen:

Firstly you should try it with your local support. Secondly you could try the mentioned part of this forum here. All in all your options are very limited if you want to escalate the case. As far as I know: If your local support is the opinion your case hasn't to be escalated, the case will not be escalated by them.

At least I made this experience. The local support still continued to refuse my wish for escalation after almost three months...

In my opinion you should try at the moment to get things done without escalation, otherways the escalation of your case may be declined by the escalation team. I can comprehend that this is very frustrating at the moment. But on the other hand you just have sent your controller into a repair center. In Germany Microsoft takes a processing period of about 20 days. How long is the maximum duration in Singapore?

Just be a litte more patient at the moment! I know it's hard. ;)

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Think I'll be waiting for a few more days, to finally make it clear that the packing did not and will not come to me. At the meantime, thanks for all the support/ advice. I'll escalate this issue a few days later. Any advice on whom I should approach to escalate and bring this issue up to?

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OndoyBahista and Willy Goergen, if you could please each create your own threads outlining your issues. Just so things don't get mixed up with the OPs issue. Thanks!

Xbox Ambassador | Xbox Forum Moderator | Xbox MVP

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I also had the same problem as the thread opener.  Besides, I don't live in Singopore. I have dealt with the German Xbox-Support.

In my case they also captured the return adress wrong. But different from the thread opener I realised almost immediately that the captured adress was not ok, as I looked into my personal service Webpage. My adress was still incorrect after the third call because of that. Then I gave it up. I hoped that the charged logistic service will still deliver the package correctly. It luckily did.

The whole process seemed to me very chaotic and is for me as customer still not replicable. There are provided no tracking IDs when a package leaves the repair center. When I asked for it at the phone or in a chat the support employees were not able to give me one.

The whole repair process exceeded almost three months and was not finished successfully. I had to sent my Xbox One two times to the repair center and still a broken exchange console came back. After that I rolled back the transaction I made with the seller where I bought my xbox.

I thought it may be a problem with the german service contractor. But when I read this thread it doesn't seem to be a local problem. Your problems sound similar to the ones I had.

Even if I somehow manged to solve the problem myself, I will try to escalate the case. At the Moment I am in contact with the customer advocacy service because of this.

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Hi! I've sent you a message. I've encountered the same issue as well.

Check if your controller was sent to this address using your tracking number:

support.xbox.com/.../shipping-addresses

[Mod Removed]

See if it has been more than 7-10 working days based on the delivery date shown under your tracking number status. If it is, contact Xbox Support. They might be able to do something about itas well as regarding your worng address.

support.xbox.com/.../contact-us

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Wow I understand your frustrations completely. Unfortunately I think this issue still lies with the Xbox Online Service Center as they are the ones that would be updating the information. Have you tried Phone support they also may be able to assist.

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