Absolutely the most miserable order experience I have ever had.

Order console (highest end model). Received incorrect console (lowest end model) on the 5th. Call support. Let cust supp know, same day. Was told would received 'resolution' instructions in 3 business day (this was on a Friday). Received 'resolution' instructions the following Wednesday. The 'resolution' was to send back console and then get sent back correct console or get a refund. (WELL OBVIOUSLY THOSE WERE THE OPTIONS. WHY WAIT 3 DAYS TO TELL ME THAT??) The time frame of a return and get shipped back correct item was TWO TO THREE WEEKS. Mind you the shipping eta from original purchase date to the Friday that the incorrect order came in, was only 3 days. So, I denied that option. Wanted refund instead. Requested return shipping label. Was told 48 hours for label. I get an email with return shipping label. The email says "for the exchange of and not the return. Call them, request a shipping label for return and not exchange. They said they would send. Another 48 hours. Nothing. Contact via email this time so I can start keeping the records of this. They say just to use that same label and they will mark it for refund. Done. Ship back said incorrect console. Console now arrived back at microsoft on the 18th. It is now the 22nd and no refund. GOT AN EMAIL TODAY ASKING WHERE IS THE CONSOLE AND WHAT WAS THE TRACKING NUMBER I USED. I call, I'm told 3-7 business days now that received. I hang up. Get call back that they can expedite refund and now it was only take 48 hours. This whole ordeal has now had my money tied up for 3 weeks. Just for the refund option. I imagine I would still be waiting a couple weeks for exchange option. Aprox 4 hours worth of phone calls, about 6 emails, and having to use online chat just to get this done.

So my question is: What possible excuse could a 2.75 trillion dollar company for having customer support that is so utterly useless and unsatisfying?

[Moved from Windows for home | Other | Gaming]