Microsoft Support Refusing to Honour Australian Consumer Law
Last edited 13/01/2018 - 14:36 by 2 other users
Recently my Xbox One S 500GB that I purchased a few months ago from Big W was showing static dots/snow on the screen while in use. This eventually got worse and worse over the next few days until the console was almost unusable as it froze and you could hardly see the screen.
I took the console into Big W with the receipt and they quickly set up a repair to send it to Synnex and kept the Xbox. A few hours later, I received a phone call from Big W saying they can't actually take Xbox repairs and they have to go through Microsoft.
Not wanting to make a big fuss, I picked the console up and went to get in touch with Microsoft. I wasn't able to find a phone support number for Microsoft Xbox Support but their online chat promptly set up a repair (in which I had to provide the packing materials, which wasn't too easy to find for an Xbox).
A week or so later, my replacement console arrived. It had small blemishes on it and was clearly a refurbished console as there was no serial number sticker on the back, but instead a service sticker.
It didn't work. At all. There was power, but no display. Even after troubleshooting with Microsoft chat they had to set up a second repair. I requested a new console this time as I only bought the Xbox 6 months ago and would consider this to be a major fault under ACL.
When my third console arrived all was good, except it was another refurb and a few days later the issue of the original console returned. It just won't go away, no matter what I'm doing on the console.
When chatting with Microsoft they have offered to replace it with another refurbished model and flat out refuse to replace it with a new console. Despite me referencing and quoting ACL and threatening to make a complaint to Fair Trading (which I have now done) they just won't do it.
It's seeming like I'm spending more time without my console recently than I am with it. I'm planning to make a trip to Big W again tomorrow and explain that Microsoft are refusing to do anything but provide a refurbished replacement and that the retailer is also responsible under consumer law but feel like it will turn into a huge argument.
So does anybody have any tips or experience with this?
tl;dr xbox one from Big W gets static all over the screen, Microsoft keep sending refurbished consoles that either don't work or develop the same issue in a few days. microsoft are refusing to send me a new console rather than another refurb under ACL and Big W say I have to go to Microsoft for repairs.