Inquiry regarding Xbox support Case 7101324908 — Urgent Request for Brand-New DOA Replacement

To the Xbox Support Team,

I am writing to inquire about the current status of Case 7********8, managed by Agent Claudine.

My original Xbox controller (S/N 09**********06) experienced persistent RB and LB button failures within just 30 minutes of use. As a result, I applied for a DOA (Dead on Arrival) replacement and explicitly requested a brand-new, factory-sealed unit. Since there is currently no local service center or support window in Taiwan, I have been communicating through the global support system.

Although the initial agent promised a new replacement, I subsequently received a refurbished unit (S/N 09**********41). I then contacted another agent, Jennifer (Case ********1), who assured me she would escalate my request for a brand-new unit to the Advanced Specialist Team and instructed me to submit a new exchange request. However, I once again received a refurbished unit (S/N 09**********41). I emailed Jennifer for clarification, but I have not received any response from her.

I have now contacted Xbox support for a third time (Case 7********8, Agent Claudine). Agent Claudine has been very professional and documented my situation in great detail, submitting another request to the Advanced Specialist Team for a brand-new replacement. However, a week has passed without any feedback.

I am very disappointed with the inefficiency of this process. This is a straightforward request for a brand-new replacement for a defective product. The lack of a local contact point in Taiwan makes this experience even more frustrating.

Please find the email correspondence for Case 7********8 attached. I urge you to approve my application for a brand-new, factory-sealed DOA replacement as soon as possible.

My email : ********@gmail.com / ********@hotmail.com