To whom it may concern,
I know you do not do support, but please bear with me and read this letter. I'm hoping to get a story written about a terrible Microsoft customer experience. I was hoping you could pass this on to some other Xbox executives.
I am writing to you today so I can voice my extreme displeasure with how Microsoft handled my case over the last few days. I will make this as short as possible and will go into more detail upon request. This letter is going out to multiple people and websites in order to get proper exposure.
My issue started Friday morning when I got my new Xbox One. I pre-ordered my unit from Wal-Mart and went to the midnight launch to pick it up. I also bout a separate controller and 6 games. I actually bought the separate controller a few days earlier from Best Buy because I wanted to get a hold of it and, you know, be geeky! So I used this controller to set up my console and put my Day One Edition controller aside. I didn’t plug the Day One Edition in until my brother came over for some gaming. We found out that the B button stuck very badly and would need to be replaced. I called Microsoft support and waited 2 hours before being disconnected. I then called back and asked for hardware and instead got billing. I then had to wait an additional 1 hour to have hardware pick up. I then got disconnected again. Before being disconnected I had a claim made up with the representative but did not get the number of the claim. I called back again and waited 2 hours before hanging up.
So I called back again today at around 4 pm. I was on hold for around 30 minutes and then got a human to speak with. I asked for hardware for Xbox One. I got put through to another person who could not help and got transferred again. I finally found the right person after an hour or so on the phone. I told the lady that my Day One Edition controller was having problems with the B button. She looked up my case and gave me an option to self ship. I was told that I WOULD HAVE TO PAY for my own shipping to fix a broken/defective new product. I told her this was unacceptable and wanted to speak with a supervisor. I got put through to Raul who gave me 2 options; self ship and pay the cost or send the entire day one console back to Microsoft so that the controller fixed be fixed. This was very unacceptable for a few different reasons. I don’t want to be without a console for a week, and I spent the better part of a night and a morning updating the console and all of the games I bought. I told Raul that the two options on the table were not acceptable and asked to speak with his boss. I was then put through to Lewis at a Texas call center. I spent an hour on the phone with Lewis. He, of course told me that the system only showed him the two options that I had been given earlier. I told him that this was disturbingly unacceptable. He told me to call back during the week but said that nobody would or could change what the system said.
So this is where I sit at. I have a defective Xbox One Day One Edition controller that has a B button that sticks badly. I am a 10 year member of Xbox Live and have been an Xbox supporter since the original Xbox. I have spent well over $10,000 on Xbox products over the years. I waited with much anticipation for this newest Xbox launch and am an avid 34 year old gamer. I possess 3 degrees including a master’s degree in business/marketing. I am appalled at the current policy that Microsoft has given me regarding sending back my defective controller. I can’t believe that they expect me to pay shipping for a defective product. I also can’t believe that they would send me a pre-paid label only if I sent my entire Day One Edition console back to them. This does not seem to make any sense to me, or anyone else I have spoken to, including the supervisors I spoke with. They will not resolve my problem and refuse to send me a pre-paid label for the controller. I don’t know about you, but I expect that my products work when I receive them. I also expect the company to resolve any issues with said defective product. I got put into the dreaded circle of nowhere at Microsoft support, with not a single person able to override the system or policy.
I need to take this matter to someone with some decision making authority and am asking for your help to maybe get this issue resolved and possibly get this policy changed. I feel slighted by a company that I have backed since, oddly enough, day one.
Best Regards,
Andrew Quandt Xbox Gamertag PowerInNumbers
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