Microsoft

I sent an Xbox controller under warranty to be repaired. Around a month later I still had no update on the website that shows the repair status and the hours spent on the phone to overseas call centers were a waste of time.

After sending the device back in June I received it in July in a plastic bag with no protection insulation like I sent it to them. During the time at the service center which was over a month the warranty had expired in their possession. I assumed that the issue was fixed because it was sent back but without any update to the repair if any. I tried using the controller here and there but it had the same problem that I sent it in for and it came back damaged.

It wasn't until the 26th of September when I got a email saying the following.

Thanks for contacting Microsoft Support for Xbox

I hope this email finds you well.

This is an update regarding your concern about repair order 204131****. Upon review, it was found that your controller was returned to you unrepaired after the service center discovered that the repair order had been created using an incorrect serial number.

This return is confirmed by the FedEx tracking number 963200****963153****007347****9691, dated 14th July 2025.

Additionally, we have verified that the controller has been in use under your account as of 21st September 2025.

We hope this information clarifies what happened with your repair order and the status of your controller.

If you have any further questions or require additional assistance, please dont hesitate to reach out.

Thank you for your continued patience and understanding.

This is all a lie I have proof that the serial number on the service order matches the serial number on the controller. This is there way of having to get out of a repair because they bank on the consumer getting so frustrated that they give up on trying to get their item fixed or replaced.

Without permission, Microsoft changed my Hotmail/Outlook screen format and thus made it so there is no way to create or compose a message to a new contact. I was on the phone with reps for over an hour, and they told me the format was recently changed with no reason why.

They wanted 'control' of my device, and I would not give it to them, especially because they are in a foreign country, in this case, India. When I asked for a case number, the first-level guy would not tell me it as requested, stating only that it would be emailed to me - which I did not and could not receive because of the new format and how they screwed everything up. I was transferred twice to higher-level techs, and when asked for my case number, I said the first person would not give it to me. They would not proceed beyond that, after over one hour on the phone.

I also cannot sign out of my Hotmail accounts, as their system just drops me into either the same account or another of my accounts, which is wide open without my signing in. This is so cringeworthy and scary-bad to know that my accounts are open like that. I rely on Hotmail for medical contacts and everything else I entrusted to Microsoft, but the company has failed yet again. This new format - which is a total disaster - should have been an opt-in from customers, not a poorly done, defective replacement that it has become without customer approval.

Total incompetence with impunity. I asked if they could simply put my accounts back the way they were. They acted nicely about it but would not even send an internal request to do this after I supplied my email account and gave them detailed information about the problem. And no, I am not going to let you 'take control' of my device from a foreign country.

It was insane to even ask that. This entire experience really sucked! The customer service people are clueless about tech, and the technical support people are clueless about customer service. If I could give negative stars, I would.

They kept saying 'No worries,' lol.

I am worried when the company changes my format so I can't send emails to new contacts, can't sign out, my accounts are left open, a rep would not tell me my case number on the phone, I wasted over an hour talking to three people who could not assist me by simply putting the format back the way it was, and realize that Microsoft absolutely does not understand a very significant low-tech part of its customer base. Very unprofessional and incompetent.

been 3 days not trying to get help with 2 errors I am getting while trying to install update

1 is there fix to the Oct. update KB 507****

2 is installing manually from the catalog that are missing (never showed up in normal Windows update)

about 7 people, 2 of which were 'floor supervisors' more on that in a minute

I have had nothing but my time wasted, lied to, and ignored

can pretty much summarize all the chats (no phone support) the same repeated scripts, same excuses

troubleshooting steps don’t work (I tried them all before contacting support) but yet they will only repeat the same steps and lie that are repeating or doing a script

onto the supervisors

first one today took a miracle to get after being lied to and ignored for an hour by the person prior) basically ignored me and sent me back to the same person who just ignored me (after they repeated the same script 5 times) no let me help or any type of reply beyond let me get you back to the prior person

ok back to person and get to another 'supervisor' again a miracle

who claimed more than 3 times that they would 'fix the issue rest assured' uh... sure

anyway started nice for once I explained the problems I been having etc... (mentioning the other support reps) claimed that it would never happen again (insert laugh) and so I try to proceed to getting the issue fixed) he promised remember) get nowhere repeats same script again and denied doing so and sent me back to the same person again!!!

the person who lied and sat silent for an hour (as the other supervisor did)

it’s very obvious to me that support has no accountability and will do anything to get rid of you

make false promises and or claims

waste your time and repeat same scripts

3 days and problem hasn’t been fixed or addressed I might add

I will also add several others on their own site have reported the same exact issue and noted none of the troubleshooting has worked including a reinstall (their learn forum)

so it’s not just me having the problem

the Oct fix one is a new issue I will admit but the second one I’m sure is not new and probably happened many times over the years (going back to Windows 98)

moral of the story don’t expect any help from Microsoft

I am continuing to have Hotmail issues whereby I cannot sign out of my accounts, leaving them open. Signing out puts me back into the same account or another one of mine without signing in.

Someone from the company called me but did not answer after my greeting, so I hung up. When I called back, the robot would not let me speak to a live agent and referred me to a website I cannot access. Very rude, unprofessional, and inhumane. Do not buy anything from or support this robotic, uncaring company.

Microsoft absolutely does not understand its low-tech and older customers, probably costing them and their shareholders lots of business and profits. Very weak.

!I keep (on occasion) getting connected to India. Added MS 365 and Windows 11, and computer barely functions after the change.

This has been going on for weeks. Hawaii is not supported by MS help by English speaking technical support. Difficult to understand them, and they do not have the technical expertise to solve any problems. I believe the general public needs to be aware of inadequate MS support for their products.

I have gotten support once, which has made the problem worse, instead if better. THANK God I have multiple devices, some of which are problem free (MacBook). I do not understand how Microsoft is still in business, other than PCs are cheap in comparison to MacBook products.

An 'excercise in futility' attempting support from MS. -sent from Mac mini, which is only functioning device !!!