[yahen35988]

Well, in my experience miscrosoft/xbox is quite hard to SE nowadays, I tried to SE the elite 2 remote controller (about 150 bucks more or less). The case stand opened for a month, I said that my controller burnt and I gave them everything they wanted :
I tried to get a controller sent to me without me sending mine as I indicated I had thrown mine away for security reasons. This went on for 3 weeks/1 month. At first they asked me for a picture of the controller, which I did -> "we'll get back to you in 24/48 hours" -> 1 week later still no answer, I follow up by chat (by email the agent never answers), the new agent looks at my file and tells me that the higher team indicated in my file that they want another picture to see the damage: which I do, I send the image -> "we'll get back to you in 24/48 hours" -> same thing, no answer in 1 week, I reopen a chat -> now I'm asked for a purchase invoice, so I send it to them (a real one, found on an ebay type site). Finally, I ask the agent how much longer it will take, because it's starting to be long, he tells me I'll have the answer soon and that he was confident for me that xbox would send me back a controller without me sending mine back. Then in the end I got an email a few days later saying they were sorry but unfortunately they couldn't do the replacement if I didn't send the controller.
Result: time wasted, I think the chat agents are accommodating, but it's not them who make the decisions but their superiors. And their superiors are morons, they asked me for a lot of justifications spread over 1 month of exchange to finally tell me sorry, I have to send the controller back anyway. Real clowns

Yepp, i’m experiencing the same situation. They are very accommodating in chat even if they don’t speak well, they tell you to wait 24/72 hours but often they don’t reply and you need to start a new chat. I sent also the ups proof of delivery and I have the real invoice of the first owner if they ask. I told that i will take legal action if they don’t solve the problem and the operator told that this time should go well…i will just insist and mantain my position 🤞

Unfortunately the threats don't seem to reach them, I said I was a big tech influencer (with 400k followers on twitter and youtube) and I was going to destroy them (politely ofc) and tell consumers that xbox don't care about their customer and their health (bcse in my story my controller burnt almost in the hands of my son). I made a big mail (I was proud haha, it was super well written) but they didn't give a shit.