I used to live in the US. I moved to Europe almost a decade ago.
I owned an Xbox One, and brought it with me. I was aware, of course, that the American-style plug on the power supply wouldn’t work, and it would be inadvisable to just use a plug adapter. I needed to replace the whole brick.
I searched the Microsoft store, European edition, and found the replacement power supply. I placed my order.
A week later, I hadn’t received it. My payment had cleared, but no shipment. I contacted customer support and was informed that there was a processing delay, but it would be resolved shortly. They had the order and were planning to fulfill it, but they had to get past this little hiccup.
Another week goes by. I contact customer support again. They say it looks like the order has been fulfilled, but they don’t have any tracking information on the shipment. They will research the problem and get back to me.
They do not get back to me.
I contact customer support again. It’s now going on a month and I’d really like to play my console. This time, the service agent says there’s something strange, and puts me on hold. I wait a few minutes. Somebody else comes on, and asks a bunch of dumb questions about whether I actually did place an order, because it looks like it was cancelled somehow. I confirm that I placed the order, and they have my money, and I want my power supply. He says he’s stuck, because their systems are locked up; in different screens (I gather, different integrated systems), the order has different status values. One says fulfilled, one says cancelled, one doesn’t have the record at all. He puts me on hold again.
A few minutes later, a third person comes on. This guy apologizes for the headache. He doesn’t know how all this happened, but he’s a director, and he’s going to use his authority to issue an override and force my case to closure. I should expect my shipment within three days. He’s also going to refund my original purchase price as compensation for the headaches.
The next day, I get my money back as the original payment is reversed.
Two days later, a box arrives.
It’s a whole new Xbox One.
For whatever reason, they decided it was easier and cheaper to just straight up give me a console than to untangle whatever it was that had borked the original order.
I still have it. I’m currently replaying Dragon Age: Origins on it. 