Underwhelmed by Microsoft

DT1980

Hi, can anyone help. Managed to get hold of a series X for my 11 year olds birthday. After circa an hour a day for 9 days 'playtime' the console got too hot to touch & smelt of burning. Microsoft gave instructions to return it via UPS with a 10-12 day turn around time on 30th April. We're now entering week 7 of this 10-12 day turn around time!! Internal processes at UPS & Microsoft appear to be broken. I emailed the CEO address for Microsoft 7 days ago & have not even had an acknowledgement! 
I have a very disappointed 11 year old, & I'm a very stressed parent spending far too much time chasing Microsoft & UPS for updates, then waiting for promised callbacks that never come.
There is nothing customer friendly or orientated about either of these companies!!  

moneysavinghero

Not likely to get any response from an email to the CEO. They probably get lots of angry emails sent to the CEO everyday so they will just ignore all of them.

How did you pay for it? If you paid by credit card maybe get them involved as they have equally liability with Microsoft.

DT1980

Thanks, we purchased by credit card but from Game. Then sent directly back to Microsoft with the fault  would the credit card cover kick in for this scenario? 

k3lvc

DT1980 said:

Thanks, we purchased by credit card but from Game. Then sent directly back to Microsoft with the fault  would the credit card cover kick in for this scenario? 

Why are you dealing with Microsoft and not Game ?

JJ_Egan

Warranty Microsoft limited to their terms and conditions .

Consumer Rights against the vendor .

moneysavinghero

Your relationship is with Game. If the console has failed after 9 days then it is not of satisfactory quality and Game / Your Credit card provider are equally responsible to either fix it or refund you. Note that Microsoft have no legal obligation to do anything - you did not buy anything from them.

Not sure what returning the console to Microsoft will have done to your rights to claim from the credit card company. Give them a call and see what they say.

arciere

What does UPS say? Did they deliver it to Microsoft or is it still somewhere between you and the repair shop?

FrugalFriend

I would write to the credit card company with all the details, and request a chargeback (a refund to your credit card account). I would include all relevant information, for example, copies of receipts, return authorisation forms, emails, and the times and dates of calls. At this point, you've spent enough time and effort, you're entitled to a refund, let Game and Microsoft sort it out. Good luck.

greyteam1959

I don't think a chargeback is correct.
I think a Section 75 claim would be the correct thing to do.
I could be wrong of course.