aquandt

A quick update for everyone. I called once again today and argued my case to support and did speak with the highest member of the support team. I spent 75 more minutes on the phone. (btw I can do this because I drive a lot for my job) I guess my options are not going to change. They refuse to accommodate me. They said I either pay for shipping the defective controller back or send in the whole unit and then they would pay for the shipping. UNACCEPTABLE! So I did what any upset slighted consumer would do, I went straight to the top. Yes that's correct, I called Mr. Ballmer's office. I got his secretary, who I then asked in astonishment if I could leave a message for Steve. You bet, she said. No voice mail messages are allowed during the day so she took my note by hand. I made it simple for her and told her about the broken controller in a few words. She said she would give the message to him (yea right!) and then she transferred me to someone that could and would help me with my issue. Due to confidentiality reasons I cannot share the email I received but I spoke to the head of the Microsoft Customer Advocacy and Exception Management Team. They promptly apologized and sympathized with my story and situation. I am happy to report I now have a pre-paid slip to send back my Day One Edition controller. He also stated that they will review this policy and maybe change it because I am not the only one who is affected by this issue. This is why you don't cave in and give up folks. Principle policy and consumer fairness all took a turn for the better today. Thank you Microsoft! Just remember, a happy consumer is a walking advertisement!

@detectivespecial: Carthage College (WI) Lakeland College (WI) I actually received a concentration in Healthcare with my MBA. Too many times we find ourselves saying, "because that's the way we have always done it". Just think about that statement and tell me how much innovation would happen if those were the rules we followed. Now, policy is in this same line of general sight. It's an issue that can become stagnated and is often brushed under the table. Good company's should not let policy dictate customer relations because policy can only cover so much and often fails to cover unique circumstance. For example, it seems to me that Microsoft does not have a good policy in place with sending back my controller. A policy should be set to help efficiency, consistency, and clear channels of communication. I received none of that as different people I spoke with were all over the board. One person even said that if it were him in my shoes, that he would be pissed too, and that was a supervisor.

Thanks for all of the feedback. I enjoy seeing everyone's differing opinions on the topic. I agree with Humanity in that I do not care about the price. I care about the principle of this matter. It may seem silly to waste 7 hours on the phone, but I had a slow weekend. I will try one more time today, the supervisor told me the "normal" workers are back at the company. I am not out to drag Microsoft through the mud, I'm simply trying to get a change made. I will keep updating.

PS Someone said I may be unemployed, not the truth. I do have a well paying job of 7 years which is why I can afford to pay Microsoft $1000 on launch day and buy a PS4.

@valitiney: This forum is just another avenue I thought I would try until the real deal starts, which will be tomorrow. I have mucho confidence that something so silly can be resolved by a real human being, and not just a computer! Thanks though

@john1912: I wish it were so easy. I asked numerous times and succeeded in speaking with supervisors and managers. None of them have the power to override the almighty computer policy. I wrote a fricking masters thesis on this same sort of issue, policy should not dictate all situations. I have been a super consumer for Microsoft and am only trying to change a bogus policy or find someone with some decision making authority to help me out. I can't believe that most people do not understand this concept. A quick review: 1 I can't bring it back to Walmart because they have no units in and have no idea as to when they will have more, 2 I am not about to ship back a working console that I have spent many hours updating my games on, 3 I will not pay to send back my controller to Microsoft when it is their duty to supply a working product. My options were for me to pay and ship the controller only back to them or have them send a pre-paid label if I ship the whole unit back to them. I would think most consumers would find these two options unnacceptable. I waited a long time for this and do not want to be without a console for a reason so stupid. I now rely on this Xbox for my Blu-Ray and game playing. Someone above mentioned the advanced exchange, I only wish that was an option for me. I will keep everyone updated because, mark my words, I will get them to change this policy and make it more consumer friendly.

@zella: That's what is confusing, I can ship back just the controller but it will cost me shipping. Why wouldn't this mess up their system?

I also saw that Microsoft is offering the advanced exchange program to people whose console is defective. This is when Microsoft ships a console out before receiving the console from the consumer. Now, I was smart and bought a second controller and that is the one I have been using. But if I was solely relying on what I received in the box I would have problems doing anything on the Xbox One because of the stuck/sticky B button. In sense, it makes the console unusable and I should have better options than to self ship and pay that myself or have Microsoft pick the tab up if I ship everything from the Xbox One back to them. I will get them to change this garbage policy one way or another!

@herbiebug: That is the funny thing. Support never told me to take it back to Walmart. I'm guessing because they are sold out. Point being, I have a defective product that they will only provide free ship back to when everything in the original box is included. I do not think it is fair to make me pay to ship back a brand new defective controller. In fact, it seems downright ludicrous! You can't get back time, and I have put in well over 5 plus hours of updating the console and the 6 games I bought for it. I do not want to go through this set up process again.

I have a horrendous story and current situation with Xbox support. I wrote a 2 page description that I have upon request but so will make this starting topic short. I ordered and went to the midnight launch for Xbox One. Come to find out that my Day One controller's B button sticks very badly, it makes it unusable. Microsoft gave me 2 options; self ship and pay or send back my entire console back and then they would pay for shipping. I find this unacceptable and need somebody to help me escalate this. I spent over 7 hours on the phone so far with support. It is expected that a new item works out if the box and a consumer should not have to bear the cost of shipping back a defective product. I have a few reasons why shipping the console back is not reasonable; the first being that the console is fine and I do not want to be without it after waiting for so long to play it and 2, I spent a great deal of time updating my console and the 6 games I bought for it. What does everyone think about this and can anyone help or offer some advice. Thank you