Microsoft — Order number - [protected]: XBOX Series S


On 13th of Jan 2022, I received my new Xbox series S device. Unpacked it, checked and when things seemed okay, then I started playing

On 24th of Jan 2022, while playing suddenly the device turned off and a small of amount smoke started coming out of it. I did not know what to do, so I turned off the device and waited until next day to check the status. And, as expected the device did not turn on. The hopped on the xbox support page, did all the troubleshooting mentioned there but no luck.
So, I called the support and post listening to my concern, the lady quickly said that she ll be sending a me a refurbished device and Ill have to send my device to them. I said okay. Then she added she'll call me back in 2 mins since the audio wasnt clear. I waited for 24 hours but she did not call me back.

On 31st of Jan 2022, I again called the support and an another lady listened to all my concerns and noted all the points and said that Ill have to send my device alongwith power cable to them, so that their engineer may inspect it and provide resolution. I agreed. A pickup was arranged. Device was sent.

On 17th of Feb 2022, I got a mail from the support saying that a replacement device (refurbished) has been sent to me in place of the defected one.

On 18th of Feb 2022, I received another mail saying that the case has been closed. This was done before I received the replacement device and they did not bother to check whether I have received the device or not. If yes, then is the device working or not. Nothing.

I'll tell you why, they picked up my xbox console alongwith power cord. But sent me only power cord. PLUS, the replacement device is also defected because there's some sound coming of it like some chip or something isnt fixed and its collapsing with the wall of the console everytime the device is moved. Despite that, I tried to turn it on with the help of my friend's xbox power cord (which you did not sent) and I got only three options in it- Update the console, Connect to network and Turn off console. Clearly, since it wasnt connected to my network, so I tried to connect to my network. The device wasn't detecting any network. I tried using wifi, mobile hotspot, ethernet cable and mobile usb. BUT NO LUCK. Did all the troubleshooting mentioned on the website, BUT NO LUCK.

On 21st of Feb 2022, I AGAIN called the support and she said that she had escalated the case and that I'll receive a call/email from the "HIGHER TEAM" within 24-72 hours. After 3 days, I AGAIN called the support seeking the status of my complaint, to which she said that the "HIGHER TEAM" hasnt replied to the complaint yet and that she'll go ahead and re-escalate my case.

Today (28th of Feb 2022) I AGAIN called the support and she said that the "HIGHER TEAM" still has not addressed my complaint and that she'll go ahead and re-escalate my case.

The same thing was said my the twitter support.

FYI, all the proofs have been uploaded to the above ticket number.

Now here's the thing, you have 3 options now because I just have a few more days left before I lose my patience completely and ask my Dad's lawyer to sue you guys---

1. You will send me my original product after repairing it completely, post testing it at your location alongwith power cord.

2. You will send me a new Xbox series s console and a power cord and Ill return the DEFECTED REFURBISHED one to your address. I DID NOT PAY 37K INR FOR SOME DEFECTED OR SOME DECADES OLD REFURBISHED DEVICE TO INVEST MY TIME IN. I BOUGHT A NEW PRODUCT AND I WANT A NEW PRODUCT.

3. You will refund me the complete 37K INR and Ill return the DEFECTED REFURBISHED DEVICE alongwith the controller and the cables to you.

Its been more than a month already and you have lost a happy customer. Dont let the number shoot up!!
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