Not many people are going to have ?500 sitting in their accounts to do this type of transaction, especially around xmas time. So I personally do see a big issue if this is how they are handling things.
It's not going to look good from a customer service point of perspective. I can see it being another PR disaster in the making.
Title is good enough to land you a job in The Verge's headline writing crew. If you want a replacement console before you send back your faulty one, you pay the deposit. If you don't want to pay, you do the usual and send back your faulty console, and they will ship a new one once they receive yours. This is industry standard practice.
I've heard this subject come up a lot recently, and I'm starting to think there's a misunderstanding about these replacements. The original means of doing things seems to still be available, and it was similar to how replacements were done on the 360. The "pay" version seems to just be a way to get the replacement faster, probably because of the time of year it is, and to make sure Microsoft doesn't get defrauded in the process. I think people might be making more out of this than it's worth.
Both the options were incorrect and not acceptable. Whether its a console or a toaster the same rules apply here in the UK when it comes to faulty goods. If something you buy is faulty an exact working replacement or full refund are the only two options you should be given. They offered neither.
Not really. You shouldn't have to front cash for them to send you a replacement device. Even if it's before you send it back. You can provide bank info, but you shouldn't actually be charged. It should just be like a pro-order, set up the charge, but it shouldn't hit your bank unless needed.
Nokia repair center did this for me after the sent me a broken replacement 920.
Microsoft can't afford to **** over customer's on a key device like this. And making the customer front ?500 for a device replacement (you actually spent less on) is a **** move.
Tell you what, the next time I have to do something like this let me use your card. You don't seem to have an issue with a company holding onto whatever amount they want for whatever period of time. Sorry, but this happened to me once and I never went back to that company again as they conveniently 'forgot' to reimburse my card after the period of time they said they would hold it. Anytime I see this type of service now I refuse to deal with that company. If they're happy to take my money they can provide me service otherwise I'm not interested.
As for other services where this is the norm then you have to deal with it. This is a product. Not a car rental. I can understand a hold on funds with that situation.
As for the car comment, you obviously didn't read the OP, if I bought a new car I would expect it to get fixed immediately and have a temp car to use until such time it is fixed or replaced if it was defective. This is inline with the OP.
See the problem here is, people wonder why service is going down hill is because we all take crap from companies. You're assumed a criminal until they think you're not. Sorry, not the type of company I want to deal with. If I buy a new product and register it then go through the motions of determining it's defective with said company than I want a new one if its within the new period. If this is the way MS is going then I'm going to seriously think twice about any of their products. I was considering a Surface 2, now I'm not so sure.
So... the console wasn't even bricked?
I love to read these comments. I wonder what they would come up with if it was their money and their company. Let's say you sold something on E-bay and the person you sold it to had a problem. Would you inherently trust them and send a replacement with no way to ensure you got the original? There is no way for Microsoft to determine if there really was a problem. I am not sure about in the UK, but in the US the XBOX One is tough to buy, so lots of people are working on scams(One guy paid $800 for a Picture of an Xbox One on Ebay).
I would love to hear how you would suggest they do it, to not only protect you, but to protect themselves(understand, they want to have Zero risk).
Yeah and that kid lived in the UK and recently got given an Xbox one for free..
I mentioned before and in my original post why it couldn't be done the same as the 360 RROD. The courier came out gave me a new 360 checked the faulty 360 was in its box then went away. No money held or charged. 1 phone call, 1 courier less than 5 minute exchange total. Job done, happy customer. Why they have decided to make the process a lot longer is beyond me.
The fact still remains that the way MS wanted to do things would end up costing me ?1000 over the Christmas period ?500 for the hold and ?500 for two days off work waiting for couriers. Yes I get the first ?500 back some time in the New Year but that's no help to me.
As much as people are saying this is standard practice and an acceptable way of doing things you are entitled to your opinions. Im not accepting the way MS dealt with the situation as acceptable - I wouldn't be able to claim against MS for ?500 loss of earnings for a faulty product they provided me. I wouldn't have even been dealing with MS if my original call to the retailer hadn't said that all day one editions would have to go through MS for replacements.
As it turned out the retailer held up to what they were supposed to as entitled by UK law, MS didn't and that's what got me annoyed and got me ranting on here. Everything turned out fine in the end.
Setting up a charge or even a % deposit charge is one thing, making the customer front a charge more than they even bought the device for is bull****. Getting it fast, yes you may need to front a little bit, but 110% the original price is not reasonable.