I'm new to posting in forums so bear with me if this is too long. Been gaming for a long time(atari/colecovision days) . Preordered an Xbox one first day edition, even tho I didn't agree with their new policies. I trusted Microsoft to listen to their loyal fans and reconsider their plans. About a month ago started having issues with my console, optic drive issues. Went online with support, they tried to fix issues and came to the conclusion that it needed to be replaced. Said I qualified for advanced replacement, said I needed to call support to arrange it. Next day called. 7 days later received a refurbished console. It would not even power on! Called support, operator was very nice, tried to help with issues over phone. Nothing we tried worked. She told me to put console back in box with the service # and write that console doesn't work. She made a note on my account so they wouldn't charge my credit. Said I was now a tier 3 and that someone would call in 5 days, also said I would recieve a brand new console. Dropped off at Fed Ex the next day. 6 days later no call so I call. Again operator very nice said that they were back logged and someone should have called allready. Also said that all the info was taken down correctly by the first operator and everything she said was correct( new console and no charge on credit). 4days later I get email saying there will be charge on my credit because I didn't return my console. Now I'm agitated, I call ask for a supervisor. She tells me I should havesent back my day one edition (the one I can play down loaded games on) and kept the console I couldn't even turn on. Also that the last 2 operators did not handle or fill out the service request forms correctly! So now before they can send me another replacement and take off the charge on my credit they have to look for the one I sent back. Than they'll call me and start the replacement all over. I have spent a lot of money over the years on Xbox so I'm very disappointed with Microsoft.