Horrible Support from MS - Charging Extra for Advance Exchange

Discus and support Horrible Support from MS - Charging Extra for Advance Exchange in XBoX on Consoles to solve the problem; So, last night my XBO died. I ejected Titanfall and put in a DVD. The drive made an off-balance noise and the disc never mounted. I put Titanfall back... Discussion in 'XBoX on Consoles' started by RadioFr33Europe, May 2, 2014.

  1. Horrible Support from MS - Charging Extra for Advance Exchange


    So, last night my XBO died. I ejected Titanfall and put in a DVD. The drive made an off-balance noise and the disc never mounted. I put Titanfall back in and it made no noise and wouldn't mount. Sometimes, when I put a disc in, it would make the horrible
    noise, sometimes it wouldn't.

    I opened a case online and was told I'd have to send it in for 1-3 weeks, but if I contacted support, advanced exchange would be possible.

    I chatted with a tech who ran me through more troubleshooting (as if this is a software problem). She said she could do advanced exchange, but couldn't take my CC number for a hold, but that she'd get a hardware tech to call me for it.

    Shortly after, a hardware tech called me for my CC number. He tried twice to submit it, but was having technical issue with the system. He asked if I would call back in 20 minutes. I asked how I was supposed to call back when he's the one who called me.
    So, he set up a return call for 20 minutes.

    Microsoft called back in 5 minutes, while I was showering. MY WIFE answered and proceeded to give them a serial number from a pair of headphones (WTF, honey?).

    This tech proceeded to take my CC number and informed me that not only would there be a hold, but a $15 service charge. I complained and said I shouldn't have to pay extra for the privilege of them fixing my $500 system that was less than 6 months old. She
    offered me 1 month of XBL to offset the cost. I declined as asked to speak to her supervisor.

    The supervisor wasn't able to remove the charge either. He offered me 2 MONTHS of XBL, which I declined as well. I told him that it's absurd to ask for more than a CC hold from customers when a product is under warranty, less than 6 months old, cost $500
    and is the successor of a product known for RRoD. I also told him that I'd like to say Sony treats me better, but I can't, since my launch PS3 and PS4s are still functioning perfectly.

    1.5 hours later, I'd wasted most of the evening and accepted the regular 1-3 week repair. I haven't shipped my system back yet. I'm giving it a few days, trying to reach out to all MS parties I can, in hopes of doing the advanced exchange without additional
    costs. I’ve posted this elsewhere as well, but am trying to get my experience out there. If anyone knows of other parties to contact or send the long e-mail I wrote last night to, I’d appreciate it.

    TLDR – I can’t believe MS wants to charge extra for advanced exchange.

    :)
     
    RadioFr33Europe, May 2, 2014
    #1
  2. Caddahaulic
    Caddahaulic Guest
    Xbox One wil get you [removed]

    I'm sure MS will be charging extra FEE for KY to go with your XB....
     
    Caddahaulic, May 2, 2014
    #2
  3. Mister Maka
    Mister Maka Guest
    Advance Exchange

    Hey there PanikProne1337!

    This thread is quite a bit older. In order to set up Advanced Exchange, you'll need to reach out to
    Phone/Chat support. They'll be able to best help out setting up a repair/replacement if Advanced Exchange is available to you. Please make sure not to bump older threads, as this thread
    is over a year old. Thanks!
     
    Mister Maka, May 2, 2014
    #3
  4. Huggs1
    Huggs1 Guest

    Horrible Support from MS - Charging Extra for Advance Exchange

    Don't bother with advanced exchanges. I tried twice and on both occasions I was sent refurbished consoles and not brand new as I was told to expect, but not just that, both the refurbs I was sent had more serious faults than the original I was trying to
    get replaced so I had to send both exchange consoles back (one had physical damage to the faceplate and couldn't stay powered on for more than 10mins, the other had a very loud clicking fan).

    Not only that but after a "system error" I was charged £390 last week out of the blue with no warning because it showed I had not returned one of the consoles despite returning it over 2 months ago! Fortunately the issue has been resolved, but still, awful
    experience with advanced exchanges.

    Return the console to your retailer if at all possible, they will just give you a brand new one hopefully. Failing that I'd go down the repair route rather than the exchange route.
     
    Huggs1, May 3, 2014
    #4
  5. Huggs1 Win User

    Horrible Support from MS - Charging Extra for Advance Exchange

    Don't bother with advanced exchanges. I tried twice and on both occasions I was sent refurbished consoles and not brand new as I was told to expect, but not just that, both the refurbs I was sent had more serious faults than the original I was trying to
    get replaced so I had to send both exchange consoles back (one had physical damage to the faceplate and couldn't stay powered on for more than 10mins, the other had a very loud clicking fan).

    Not only that but after a "system error" I was charged £390 last week out of the blue with no warning because it showed I had not returned one of the consoles despite returning it over 2 months ago! Fortunately the issue has been resolved, but still, awful
    experience with advanced exchanges.

    Return the console to your retailer if at all possible, they will just give you a brand new one hopefully. Failing that I'd go down the repair route rather than the exchange route.
  6. kingvas78 Win User

    Does this happen to anyone else?

    Advanced exchange=

    -

    Call support, tell them your issue, trouble shoot, console fubared, MS sends a new one to you, customer must send dud console back, MS puts a hold on your CC until they receive the dud console.

    -

    Easy. Unless console can be exchanged to the store you bought it from.
  7. BomberMann-8B793714- Win User

    Xbox one replacement

    Just as an advisement, if you do an advanced exchange there will be a charge on you credit card. This will fall off as soon as they get the console from you. I believe it will be $500.
  8. kingvas78 Win User

    Poor support service doesn't even begin to cover it.

    What about advanced exchange? Does MS not offer this anymore?
  9. kingvas78 Win User

    Xbox One Needs repairing

    Advanced Exchange. They ship you a new console, just make sure to ship your old one back ASAP! MS will put a hold on your CC until they receive the dud console. I got mine in 2 days (Canada).

    -

    P.S. I was never charged this mystery $15 fee that has been discussed in other threads for exchange....
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Horrible Support from MS - Charging Extra for Advance Exchange

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