Xbox Replacement Problems

Hi im posting here because i have exhausted all other outlets without any help. 

I had purchased a day one console after preordering the first day after E3. I waited in line for hours to pick this up and upon coming home and setting it up, i started noticing many problems. The console it self was making a weird 'whizzing' noise as was my power brick. I then noticed my day one controller had loose rb,lb and both trigger buttons, as well as the dpad being springy. I called support the following day and was told mistakenly by an employee to send out my entire console with all accsesories and limited edition box, and that microsoft would replace everything. I found this quite suspicious, because after reading the email they sent for shipping it said not to send the box. I had even asked the employee about it and he said "its fine, just send it all back." 

A few days passed, and i had eventually received a package from microsoft. I opened it up to see my xbox one day one box (mangled, with all accessories inside loosely packaged) They had taken only the console and sent back everything. At this point i noticed that the kinect which was fine when i purchased the console was severely scratched due to shipping and packaging processes. I eventually received a console, although scratched and clearly refurbished. I found it very upsetting that I had console that i had sent in pristine condition and in return they give me a scratched up mess of a console.

I then called microsoft again and after waiting countless hours and talking to managers, software and hardware specialists, supervisors, i was finally able to speak to a manager of hardware specialists who instructed me to again ship out each damaged product which now included the kinect. I had to individually package and ship and pay for each package. I requested the manager on the phone to send me reference and packaging emails for each item, just to make sure that they know which products i was sending in. 

After shipping out the three accessories (powerbrick, controller, kinect), I received notices that all three packages had been sent to microsoft, however i only received conformation emails for the kinect (from microsoft). I called support yet again asking about the status of my controller and my powerbrick, and to put it bluntly, they had basically lost the other two items. I find these situations ridiculous! I have been waiting to play this console for over two weeks. Not only did i pay 499 plus tax for a new console, i also had to pay shipping for items that were broken out of the box, and in return i received a scuffed console and kinect, and two missing accessories. I had called again last week and customer service said they have escalated this matter to higher up people, but for some reason they can only contact me by email, and that it takes 3 days for that to happen. It has now been 6 days without any info. I called again today and the service agent told me the same thing and made another ticket for the higher up people to contact me.

This has been an extremely frustrating situation for me. For a company of this stature, I find it shocking to see that such matters are not taken more seriously. Im posting on here to see if any of you guys can help me out.

 

Question Info


Last updated July 4, 2018 Views 0 Applies to:

At least you got your accessories back im still waiting for mine. They screwed up twice. I don't understand how hard it is for these people not to even follow their own instructions. If I get my replacement back and its defective im buying a ps4. I will definitely never buy anything from Microsoft ever again. NOBODY know what the hell is going on. Seriously everything in that company is a big cluster ****

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@G0ING HAM

First off I want to apologize for what you are going through.  I too spent countless hours going through exactly what you are.  Eventually, however, I did receive a working system.  I am going to give you my best advice, you may or may not like it.  Give it a few more days and then contact the support team through chat.  It seems to be much faster...I do know that once you get your system, eventually you will forget all of this happened to you.  Best of luck

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ges what they have been losing lots of peoples stuff when the send them in. and the shiping i know what you mean. they want you to spend all this money on packing and i did not mind cuz i did not want anything els to happen to mine it was wraped in 2layers of bubble wrap and surrounded by crumbled newspaper packed tight, i treated it with love and care. but when the sent it back it was in a *** box and only protection it had was a paper thin fom wrap and 2 fomethings on the sides. they dont care so i just kept there box they sent mine in and when i had to send it in again i put in the same box with the same fom sides and paper thin wrap.

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I have had much the same problem.

I bought two XBox ones - one for upstairs and one for downstairs.  One controller is messed up.  The right thumbstick won't move to the bottom right.  First I was told I would be sent a replacement, then they wouldn't do that and I have to pay to ship my controller in, but would be given 6 months of Xbox live for free for the confusion (two phonecalls and one disconnect).  Then I never received my confirmation emails, called again and was told I could only get 30 free days.  This has been a nightmare.

Now I am out more of my own money and time, wasted half a Saturday on the phone.

[MOD REMOVED] you Microsoft.  If you offer somebody something FOLLOW THROUGH ON IT.   TEACH YOUR EMPLOYEES AT MICROSOFT SUPPORT THE SAME DAMN THING

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