Xbox Customer Service

Marcushblade87

I bought a Day One edition Xbox One, that has come with a faulty controller. I have contacted Microsoft who are happy to replace the controller, but at my own cost. I have got to send the controller to their repair center in Czech Republic, via tracked international delivery which via the Royal Mail is £41.60. They are refusing to refund any postal charges, or send a replacement out free of charge. I have spoke to 4 people at the customer services now and they are all saying the same thing.

Where do I stand?

I'd take it back to the shop, but they have sold out of Day One edition consoles.

Does anyone have any advice?

Cheers
Marcus

visidigi

Marcushblade87 wrote: »

I bought a Day One edition Xbox One, that has come with a faulty controller. I have contacted Microsoft who are happy to replace the controller, but at my own cost. I have got to send the controller to their repair center in Czech Republic, via tracked international delivery which via the Royal Mail is £41.60. They are refusing to refund any postal charges, or send a replacement out free of charge. I have spoke to 4 people at the customer services now and they are all saying the same thing.

Where do I stand?

I'd take it back to the shop, but they have sold out of Day One edition consoles.

Does anyone have any advice?

Cheers
Marcus

Which shop did you buy it from? As this may guide the best course of resolution for your situation

Marcushblade87

visidigi wrote: »

Which shop did you buy it from? As this may guide the best course of resolution for your situation

Smyths Toy Store,

Cheers for your help

mije1983

Marcushblade87 wrote: »

Smyths Toy Store,

Cheers for your help

Go back there and see what they say.

Your legal rights under SoGA are with Smyths. Microsoft may offer a warranty but can impose any terms they wish to (in your case it's charging for postage).

Marcushblade87

mije1983 wrote: »

Go back there and see what they say.

Your legal rights under SoGA are with Smyths. Microsoft may offer a warranty but can impose any terms they wish to (in your case it's charging for postage).

I've already been back to Smyths, but because it's a limited edition controller and they no longer stock it, there's nothing they can do.

mije1983

Marcushblade87 wrote: »

I've already been back to Smyths, but because it's a limited edition controller and they no longer stock it, there's nothing they can do.

As they can't replace it, can you not ask them if they will cover the postage to Microsoft, or even send it to them on your behalf (I would imagine they have some sort of repair contract with Microsoft)?

Marcushblade87

mije1983 wrote: »

As they can't replace it, can you not ask them if they will cover the postage to Microsoft, or even send it to them on your behalf (I would imagine they have some sort of repair contract with Microsoft)?

That's a good idea, I'll pop in tomorrow to find out!

Cheers for your help!

wealdroam

Go back to Smyths. They are responsible.

If the no longer stock the bit then they need to order one in especially or as has already been said, Smyths can sent the thing back to Microsoft.

As MSE's Consumer rights guide says:

Know who's responsible

When returning items, beware shops trying the oldest trick in the book: saying they're not responsible for the shoddy goods and you must call the manufacturer. This is total nonsense!

If a company fobs you off by saying “go to the maker instead”, it's wrong. It's the retailer's job to sort it.

It doesn't matter if it's an iPod from a high street shop or a designer frock from a department store. If something's broken, torn, ripped or faulty, the seller has a legal duty to put it right as your contract is with them.

bluenoseam

The problem the seller has is that, much like the customer in this case, they're at the mercy of the manufacturer given the fact the customer desperately WANTS a day one controller. Microsoft alone will be the only people capable of producing this and well, it would go against the whole point of the thing if they spit them out these days.

Wouldn't surprise me OP if Microsoft send you out a standard controller as a replacement, there'll be someone on extolling the fact you should get a Day One controller, but if they're not being made it's going to be impossible to find a settlement.

unholyangel

bluenoseam wrote: »

The problem the seller has is that, much like the customer in this case, they're at the mercy of the manufacturer given the fact the customer desperately WANTS a day one controller. Microsoft alone will be the only people capable of producing this and well, it would go against the whole point of the thing if they spit them out these days.

Wouldn't surprise me OP if Microsoft send you out a standard controller as a replacement, there'll be someone on extolling the fact you should get a Day One controller, but if they're not being made it's going to be impossible to find a settlement.

Not necessarily a fact since SoGA says you cant enforce a remedy that is impossible or disproportionately costly