About a month ago I contacted Xbox Support about an issue with my controller, The back of my controller was becoming wiggly and it became hard to play with. I made the replacement order with the agent and planed to ship it out ASAP, It ended up that the holidays got in the way and I couldn't ship dealing with family times and what not. After The holidays on Jan 11, 2015 I contacted Xbox Support again about my issue to set up my replacement order again. Here is the transcript for that conversation. info: Please wait for an agent to respond. The current average wait time is 2minutes. Thank you for your patience. info: Privacy Statement You are now chatting with 'Christian'. Christian: Hello, thank you for contacting Xbox Customer Support. My name is Christian. Please give me a moment to review your question. Christian: Hello there! I am chatting with Nathan right? Christian: Hello Nathan. I am here to help you. you: hello you: sorry I stepped out for a sec Christian: Hello Nathan. Thank you so much for chatting with us here :) How's your day my friend? Christian: Oh it's okay Nathan :) you: I'm fine. how are you? Christian: That is very nice to know. I'm doing great here Nathan. Thank you for asking me here. By the way, your main issue is regarding with your repair order right? you: yes, I see that the order for replacing my Day One controller is still open. I didn't get a chance to ship it yet because of the holidays. I have time to do it now. I just cant rembember the Number I was suppose to give to fed ex Christian: Oh I see. Thank you Nathan. May I know when did you create your replacement order? you: oh okay, apparently I created it August 24, 2014. I thought it was later then that Christian: Oh I see. Thank you Nathan. I believe that your replacement order or ticket number is already expired Nathan and we can't use that number again. Would that be alright for you if we make a new repair order for your controller Nathan? you: Yeah That would be best Christian: Thank you Nathan. I really appreciate it. Can I have your email account please? you: laub***@hotmail.com Christian: Thank you so much. Let me just pull your account over here. :) you: okay :D Christian: Thank you so much Nathan. you: NP Christian: Can also have your complete shipping address? Please include your contact email address and contact number Nathan :) you: 4*** Sta**** Street Niagara Falls Ontario, L2****, laub***@hotmail.com Christian: How about your phone number Nathan? you: Number: 905-351-***** Christian: Alright! Thanks a lot for waiting me here. I successfully create your repair order for your console. Here’s your replacement order 127**5265 . Please check your email account laube44@hotmail.com because our service center will do send an message that contains a instruction on how are you going to send your faulty controller.Thank you so much for bringing this concern on us. I hope that you experience the best customer service. Would you consider this now as your issue resolve now? Christian: My bad. It's a replacement order for your controller Nathan. info: Your chat transcript will be sent to laub***@hotmail.com at the end of your chat. you: Okay thank you. Will I be getting a replacement Day One Controller for sure? Christian: Yes Nathan. :) Our service center will going to send the same edition of controller that you have Nathan :) you: okay :D I really love the controller. also If my consoles warranty expires. can I upgrade to a extended warranty after? Christian: Oh good question Nathan. You can only purchase the extended warranty for your console within 45 days from the time your purchase your new console Nathan. There are only specific time for you to purchase that Extended warranty plan. you: Oh :( Well that's not what I wanted to hear Christian: I'm very sorry Nathan. I wish that I can do for you but I don't have that ability to make possible for you Nathan. It was actually mention on the terms of use my friend. I would like to extend my apology regarding this issue. you: ah that's okay. I Hope my Xbox One will last longer then my 360 did Christian: No worries Nathan. I am pretty sure about it and I know how you care your console. You have my faith here. And if your console is out warranty, you can still send it for repair. And aside from your console to be repaired, you will receive an additional package where you will receive a 1 month free subscription token and 3 months extended service warranty Nathan :) Thank you so much for bringing this concern on us. It will always be my pleasure working with my fellow gamer here. Gamers helps co gamers right? you: That's right my friend :D Christian: Thank you so much Nathan. Would you consider this now as your issue resolved? you: I believe so :D Christian: Thanks. I want you to know that customer service team is always here for you whenever you need us. One more thing Nathan. Christian: Since that we successfully resolve your issue. I would appreciate if you will follow the steps bellow on how to properly end our chat session. Christian: If that was everything, I'd like to thank you again for contacting Xbox Customer Support. To properly end the chat session, please click on the "Close chat" button on the upper right hand corner of the chat window. Have a wonderful rest of your day! Christian: To properly end this chat session please make sure to click the "Close chat" button on the upper right corner of the chat window. Have a wonderful day! you: Will do thank you and have a good day your self! As you can see, He reassured me that I will get the same controller back that I send it. Witch means I thought I would get back my Day One controller. So after I was done talking to Christian I went out and Ship off my Day One controller to an Xbox service center. About a week later I get a package in the mail and I was excited to see my new Day One controller I was so proud to show off. I open the box and There was a normal Black controller. I remembered when I first talked to a Xbox support agent she told me that if there was a chance that the Day One controller was out of stock, they would call me and let me know and allow me to pick another controller. I received no calls and no emails, no contact at all from no one from the service center or Xbox Support. I contact Xbox support again to deal with this issue. transcript for that conversation. info: Please wait for an agent to respond. The current average wait time is 1minutes. Thank you for your patience. info: All agents are currently assisting others. The current average wait time is 0 minutes. Thank you for your patience. info: Privacy Statement You are now chatting with 'Danilyn' Danilyn: Hello, thank you for contacting Xbox Customer Support. My name is Danilyn. Please give me a moment to review your question. nathan: okay Danilyn: Hi, Nathan! Thanks for patiently waiting on the queue Danilyn: How are you doing today? Danilyn: I can see here that your concern is about the replacement controller you received from repair, am I correct? nathan: Yes. I sent in my Day One controller for replacement and was told I will be getting the another Day One controller back. I got the package today and its just a plain black controller. I am very upset about this. Danilyn: I am sorry to hear about that and I perfectly understand how you feel about this. Danilyn: No worries though, I'll do my best to assist you with th8is. Danilyn: May I first have the order number for this please? nathan: great nathan: sure one sec Danilyn: Not a problem, Nathan. Thank you. nathan: 127***5265 Danilyn: Thank you. Danilyn: Please give me one moment to check this one first. nathan: okay Danilyn: Hi, Nathan. Thanks for waiting. Danilyn: I believe this was processed by one of my colleague, right? nathan: yes his name was Christian Danilyn: Thanks for confirming that, Nathan. nathan: not a problem Danilyn: May I ask when did you receive the replacement controller? nathan: today nathan: opened it not more then 20 minutes ago Danilyn: Alright. Danilyn: Upon verifying here, seems that the reason why you received the black controller was because the service center has no more stock for the special edition controllers. Danilyn: But no worries, upon completion of your order we will provide you with a $15 (in local currency) credit on your Xbox Live account. Danilyn: And there's also a possibility that your faulty one will be sent back to you within 10 days from this day. Danilyn: And that will depend on the service center so please keep posted on your email. nathan: Look. I was told I will be getting a day one controller back. I spend $500 dollars on my Day One Xbox One and the only thing that tells me I got it on day one was the controller. so $15 dollars and a "Might" get back my day one controller is not enough. Danilyn: I perfectly understand how you feel about this, Nathan. And upon checking the conversation with the previous agent, it seems that day, we are not yet updated about this matter that Special Edition controllers are already out of stock so the previous agent has given you an assurance that you'll still get the same edition. Danilyn: And I personally apologize about that, Nathan. nathan: So if the possibility of the survive centre "Running out" of Day One controllers. why didn't the agent tell me I may not get back the day one controller? Danilyn: There's a possibility that the repair center has not updated them yet as we have just been recently notified about this matter. nathan: okay so because of a flaw in the system Microsoft uses I lose out and get something different and not what i paid for? Danilyn: I know how frustrating this is for you as I would definitely feel the same way if I am on your situation, Nathan. nathan: and on top of that I received no communication from the centre letting me know that this was the case. Danilyn: No worries, I'll be asking about this one for you as well and will ask the repair center to give you an update regarding this. nathan: yes please ask them. If they would have told me that they couldn't send back a day one I would have requested for mine back Danilyn: No worries, I'll be asking about that from them as well, Nathan. Danilyn: Don't worry, I'll represent you for this. Danilyn: I would really want you to get the old one back as well for at least a collection. Danilyn: And just keep posted within 10 business days, alright? nathan: okay Danilyn: Thank you so much for your understanding, Nathan. Danilyn: I really appreciate it. Danilyn: Would there be anything else that I can help you with aside from this matter? Please let me know. Danilyn: By the way, no need to worry, I have already reported this matter to see what can be done with the agent if found out that he didn't give you the correct information if they have already been updated regarding this, alright? Danilyn: Would there be anything else that I can help you with aside from this matter though? nathan: No, that's it. info: Your chat transcript will be sent to laub***@hotmail.com at the end of your chat. Danilyn: Take care and enjoy the rest of your day, Nathan! Danilyn: If that was everything, I'd like to thank you again for contacting Xbox Customer Support. To properly end the chat session, please click on the "Close chat" button on the upper right hand corner of the chat window. Have a wonderful rest of your day! Danilyn: To email this chat session to yourself please click the icon above the chat window: So this Agent says they will look into the issue and get back to me in 10 business days and that she will see if I can get the controller I sent back. On the 10 day I heard nothing, so I decided to contact Xbox Support again. Here is that chats transcript info: Please wait for an agent to respond. The current average wait time is 5minutes. Thank you for your patience. info: All agents are currently assisting others. The current average wait time is 4 minutes. Thank you for your patience. info: All agents are currently assisting others. The current average wait time is 3 minutes. Thank you for your patience. info: Privacy Statement You are now chatting with 'Jona' Jona: Thank you for contacting Xbox Customer Support. My name is Jona. Please bear with me for a moment while I review the details of your concern. Thanks! nathan: sure :D Jona: Hi Nathan. Jona: I feel bad that this issue hasn't been fixed yet. But nothing to worry, you got me here. We will surely have this sorted out today. nathan: yay! :D I like the sound of that. Jona: May I ask what type of controller you used to have? nathan: I had the Day One Controller that I got with my Day One bundle. Jona: Got it. Let me review your account regarding this. I have your account up, I just need to send you a code to your email. Please let me know once you receive it. Jona: What email do I send it to, by the way? nathan: laub***@hotmail.com Jona: Thanks. Jona: Oh, I'm sorry Nathan. I just have noticed that the account has been verified online. Jona: Thanks for that. You just made my job easier by doing that. nathan: :D I did it all for you guys Jona: Please give me 2-3 minutes while I review the account. Is that alright? nathan: of course it is. take your time :D Jona: Thanks. Jona: By the way Nathan, can I ask if you have a service request number from the previous representative you had chatted with? nathan: sadly they never gave me one. they ended the chat before they gave me one :( nathan: I do how ever have the transcript nathan: there name was Danilyn Jona: Oh, my apologies regarding that. Let me just fully review your account right here. Please bear with me. nathan: okay :D Jona: Thanks for patiently waiting, Nathan. Jona: May I know when was the last time you have contacted Customer Support? nathan: 10 days ago Jona: Thanks. Still trying to find the conversation here. Jona: Because here is the thing Nathan, once we replace a limited edition accessory, we cannot guarantee that our customer will get the same a limited edition too specially if we don't have stock of a Day One edition controller anymore. Was it not discussed with you the first time the order was processed? nathan: I was not told that when I made the replacement order. and I never heard anything from the service center or Microsoft that the day One controllers were out of stock, I just received a normal controller in the mail. Jona: I understand how important that type controller is, Nathan. if I'm on your situation, I wouldn't want to exchange a limited edition controller for a regular one. Jona: Let me see what I can do for you. Please give us a chance to make this right for you. I will need 2-3 more minutes of your time. Please stay on line. nathan: of course I will wait :D Jona: Thanks a lot, Nathan. Jona: Thanks for waiting again, Nathan. Jona: I hope I didn't lose you yet. nathan: nope nathan: still here Jona: I'm glad we're still connected. Jona: Since the order processed was for a regular wireless controller, what we will do for you is we will have this escalated to our service center. I am going to give you a call back tomorrow for a response from them and the turnaround time. I would like to personally take care of the issue for you and I'll make sure it will be fixed. Jona: Will that work? nathan: yeah that's fine. I really loved that controller and I trust you will solve this issue for me :D Jona: I definitely will, you can take my word on this Nathan. Thanks for giving me the opportunity to resolve the issue for you. Jona: Can I have your phone number where I can call you tomorrow? nathan: of course :D 906-****-2308 Jona: That's noted, Nathan. I'll be speaking with you tomorrow to discuss when you will receive the replacement controller, which is exactly the same edition, okay? nathan: okay :D Thank you for actually dealing with this for me. info: Your chat transcript will be sent to laub***@hotmail.com at the end of your chat. Jona: You're most welcome. It's my job, Nathan. Jona: If you would encounter any issues in the future, you may always visit Xbox.com support page. You could also check our website Xbox.com for updates and promotions that we offer to our awesome customers especially for Deals with Gold. Jona: Would there be anything else that I can assist you with? nathan: nope you have assisted me with everything. And I look forward to speaking with you tomorrow. If possible I miss your call. I can I do about that? Jona: I will give you the service request number so that the next representative will know exactly what needs to be done with this concern. Jona: Here is the service request number, Nathan: 12779##221 nathan: okay thank you so much! I will speak with you tomorrow. Enjoy the rest of you day! Jona: Yes, talk to you tomorrow. :) Jona: I hope I have answered your questions and helped you with your concern. Would there be anything else that I can assist you with? nathan: nope that's it :D Jona: If that was everything, I'd like to thank you again for contacting Xbox Customer Support. To properly end the chat session, I would appreciate if you please click on the 'Close chat' button on the upper right hand corner of the chat window. Take care! This Xbox Support Agent tells me she will call me the following day to tell me when I will receive the replacement controller, which is exactly the same edition. I agree to this. The next day no one calls me, but because I messed up my number. So I decided to contact Xbox Support give them the service request number and see if they were ready to ship my new controller. Here is that transcript. info: Please wait for an agent to respond. The current average wait time is 3minutes. Thank you for your patience. info: All agents are currently assisting others. The current average wait time is 1 minutes. Thank you for your patience. info: All agents are currently assisting others. The current average wait time is 0 minutes. Thank you for your patience. info: All agents are currently assisting others. The current average wait time is 0 minutes. Thank you for your patience. info: Privacy Statement You are now chatting with 'Tina' Tina: Hello, thank you for contacting Xbox Customer Support. My name is Tina. Please give me a moment to review your question. Tina: Hello Nathan , how are you? nathan: Im good how are you? Tina: I’m not too bad , thanks for asking ! Tina: How can I be of assistance to you ? nathan: Well I was suppose to receive a call from an agent today to discuss the resolution to my issue. I realized I messed up the number I gave here. I do have a reference number she gave me just in case we couldn't speak again. That number is: 1277****6221 Tina: Thank you, I’m looking it over now. nathan: ok Tina: Ah , I see. That is a neat controller and I don’t blame you for wanting THAT controller back (one like that , rather) I myself do not have the authority to request a day one model for you. nathan: Oh? Tina: There is an option to escalate for that controller. nathan: okay, what would that mean? Tina: Basically . we get some information from you and turn the request into a higher tier of agent and they , hopefully, will be able to assist us with this. Tina: I know we could escalate previously , but I’d like to take a moment and touch base with a member of Management , to confirm that I can still escalate for the Day One Controller. Can you hold for me for a few moments? nathan: Sure no problem Tina: I don’t want you and I to get all excited and then find they are denying escalation on this ! nathan: I have just been very worried about this. If I was told they had none left at the service center I would have just asked for mine back. I worked really hard for the Day One Console and the controller is the only thing that says its a day one console Tina: Exactly ! That’s why I’m seriously digging for an exact answer about this. nathan: I really appreciate you doing this. I worked over time for 3 weeks to earn enough money for the day one console. Tina: Oh , now that’s dedication . Tina: I am asking a manager now. Bear with me. nathan: I will Tina: I’m so sorry , Nathan. They are not accepting any escalations for this. They said that there are no more special addition controllers to provide. However , I will recommend that you keep in contact (check back every 5 or 6 months ) to see if we do have a Day One to exchange with you. nathan: So I cant just get my old one back? nathan: The only reason why I sent it in was because the back plate was lose. It still works Tina: No , not at this point. Tina: Oh that stinks that that’s all that was wrong with it ! nathan: Yep. And now I am really upset. I am not waiting any longer. I need this dealt with now. I think this is very stupid. I paid for a Day one controller and thats what I want. I don't know why I have to pay for the mistake you guys made. Tina: I myself have no authority. nathan: Will then get me in touch with someone who does. I don't have time to play these games. I have a life outside having to fight for my consumer rights. I get TOLD by the guy who made my replacement order that I WILL! get my day one controller back. then I get no phone call from the service center stating they ran out of Day one controllers. Then I get a normal black one in the mail a week later. Tina: I can certainly get you to someone. Please bear with me while I transfer you and the chat. This may take a few moments. nathan: okay thank you. info: Your chat transcript will be sent to laub***4@hotmail.com at the end of your chat. Tina: Hey , Nathan , my Manager will be with you shortly. He is assisting another customer , but should be done shortly. Man , you don’t know how bad I feel about this happening. I wish I had the authority to get this fixed for you. nathan: I wish you did to, but don't worry about it to much. Tina: Okay , Nathan. I’m going to transfer you in just a moment . Best of luck to you ! nathan: Thank you info: Please wait while I transfer the chat to 'Cowen'. info: Privacy Statement You are now chatting with 'Cowen' Cowen: Hello Nathan nathan: Hello nathan: how are you? Cowen: I am good Nathan so I am understanding that you did not receive your day one edition controller back? nathan: Yes! About a month ago or so I contact support because my Day one controller was lose in the back and would wiggle when I would play games. I couldn't get a chance to ship it out because of the holidays. When the holidays were over I contacted Xbox Support again and spoke with Christian, He said that the replacement order was expired so he would Create a new one for me. I asked him to make sure that I would get My Day One Xbox One controller back for sure. He said -"Christian: Yes Nathan. :) Our service center will going to send the same edition of controller that you have Nathan :)"- He didn't say anything about them being out of stock. I remember from the first time I made the replacement order that the agent said "If there is a chance the Day one controller is out of stock, we will let you know". The day after talking with Christian I sent out my controller, fast forward a week later, I get a package in the mail and I was excited to see my new Day One Controller only to find out I was sent a normal controller and didn't get a call or email stating they were out of stock. Cowen: Wow, I do apoligize about this here. Sadly the special editions are currently limited and despite being told different I am sorry to tell you that there is nothing we can do at this moment to get you a special edition one. nathan: Okay. so why cant I not even get the controller I sent in back? That dosn't make any sense. I spoke with Danilyn on the 21st of this month and she said she would get back to me within 10 business days and I didn't hear anything from her. She said she would see about getting the controller back so it is apparently possible. Cowen: But right now we are out of stock of special edition controllers. What happens with accessories is you send yours in and we send a replacement. If the replacement is out of stock then we will send you a standard controller instead. nathan: So why was I not told that? And why was I lied to 3 times? Cowen: Like I said I am sorry about you being told different but there is nothing I can do for you. nathan: Well something needs to be done. or you can pass me along to someone who can do something for me. Cowen: Nobody here can do anything for you regarding this issue. We would have to have stock of the item before we could even get to that part. nathan: Why should I be lied to and not have what I paid for? Cowen: We cannot send you a controller that we do not have in stock. nathan: Okay so then refund me the the full amount of the controller. Cowen: We will not be able to do that. The Retail Value of your Day One is the same as the regular controller which you received. nathan: and I will be glad to send it back Cowen: You will not gain anything from doing that. nathan: I will gain another chance to buy the controller I originally bought. Show me in the warranty of my console that says I can be lied to about what happens when I get my controller Replaced. nathan: If I would have known about it. I would have just kept my controller. Cowen: I apoligize again about the miscommunication. If you send in your controller to the service center they will send it back saying there is nothing wrong with it. You will need to wait until Day One Editions are in stock again before we can do anything about getting a replacement for you. I am sorry. nathan: Okay and when will that be? 2 months 2 years? And how am I suppose to know you guys will even care at that point and won't just tell me "oh, we sent you a new controller, we cant sent you another one"? Cowen: This is all documented. If there is Day One Editions in stock the next agent will go over all of this and go from there. Cowen: It's just right now with them not having any, there is not anything we can do. It's not that we don't want to, it's that without the product available we literally cannot do anything. nathan: So my warranty expiring today for my Xbox One console wont have an effect on this issue? Cowen: We have special options that we can work with if the product becomes available. Your warranty will not affect this. However, it is very important that you hold on to this Service Request number so for future reference they can look at this and verify what we talked about. Cowen: What is your gamertag? nathan: na*****orNST Cowen: Give me just a few moments please nathan: okay Cowen: You will want to write down this Service Request number. This number will pull up your account and our chat transcript for future reference. Cowen: 127***** Cowen: Was there anything else we can help you with for now? nathan: When should I check to see if the controllers are in stock? Cowen: I would say in a week or two. Keep in mind, however, there is no 100% guarantee that there will be a restock of the controllers. We are simply hoping they are restocked. Cowen: In the event that the Day One Controllers will no longer be available at all, we will have no other option but to refer you to a 3'rd party such as E-Bay to purchase a new one. Cowen: I know that is not what you want to hear but sadly that is what may end up happening. nathan: and let me guess I have to cover the cost of it because I was lied to 3 times and didn't get back what i paid for? Cowen: You would have to purchase a new one in that event, yes. Cowen: It was miscommunication, sadly. Cowen: you set up the order right when our stock started to become no longer available nathan: So everything is a okay that I was lied to about the fact I will for sure get my Day One Controller Back, then lied to about the if the stock ran out I will be notified, then lied about getting my controller back? Cowen: You were told that because at the time you set it up we were under the impression that we had some in stock. When you set it up, we ended up running out of stock in that timeframe, thus resulting in you receiving a regular controller back. I am sorry that you do not have the controller with "Day One" written on it. As far as the last part goes, I cannot speak for that person. The most I can do is apoligize about all of this and hope that the stock becomes available again. If it doesn't, you will have to purchase one from a third party. Cowen: I am sorry, there is nothing more I can do about this. nathan: oh and now your getting cocky with me? Cowen: Not at all. I am explaining to you the process and what we can and cannot do about this situation. nathan: I am sorry that you do not have the controller with "Day One" written on it. Sounds to me like you are. LOOK I DON"T GIVE A HOOT ABOUT WHAT YOU THINK. I WORKED 3 WEEKS STRAIGHT FOR THAT DAY ONE CONSOLE. AND ALL I GOT WAS A STUPID CONTROLLER TO SIGNIFY IT WAS BOUGHT DAY ONE. info: Your chat transcript will be sent to laub****hotmail.com at the end of your chat. nathan: And all I get is a "Might" restock. this is totally unexceptionable that I have to wait and might end up with the product I paid for back. Cowen: Again, I am sorry but those are the options we have available. nathan: Must be so nice to get a laugh out of someone who has to work so hard for something isn't it? and I have to FIGHT for what I bought. Must be laughing up a storm at your comfy desk? Cowen: I do not think it is funny one bit Nathan. However, we are not getting any further with this chat. I am going to have to disconnect this chat now. Please feel free to call our support line in a week to check the availability of the controllers. Have a good night Nathan. So no only was I told there was nothing on can do from someone who had the power to do something, I know have to pay for the mistakes that were made and wait till they are restocked of Day One controllers and that's still not 100% going to resolve my issue. I worked really hard for that Day One console. The controller is the only thing that shows I got it Day One. I support Microsoft buy trusting them with my money at the beginning of the Xbox One life cycle and this is how they repay me? Just because I got a Day One console they don't stay true to their word and replace it? I got lied to a multitude of times with false information. This is unacceptable. All I want it my Day One controller back and not have to wait for ever and still not might get it back.