u/Fickle_Rub7156

When something like this happens, it’s a tragedy for our city as well, Brandon Clarke was one of the few guys who made it out of Phoenix and made it to the NBA, no matter how much of a basketball city Phoenix is, when somebody makes it to the NBA, they leave a legacy on the city, even if they never play for the Suns or the hometown team, I just wanna say real quick rest in peace to Brandon, because days like this are bigger than basketball and he’s a part of our city & our community as well. Rest in heaven big man, you left more of a legacy at 30 than most people leave at 80

Location: Arizona

I’m seeking guidance on responsibility in a warranty repair shipment dispute.

On February 3rd, I shipped an Xbox series X for Microsoft warranty repair using a Microsoft-issued UPS shipping label. I dropped it off at a UPS Store and have the initial acceptance scan.

Since then:

• UPS tracking shows no scans after initial drop-off at a ups store location

• UPS stated they closed their investigation due to inability to contact Microsoft

• Microsoft has sent two emails stating:

• After internal review, they are unable to provide a repair, replacement, or further resolution and are closing the case

• In a separate message, they advised contacting UPS for delivery information

As of May 2nd:

• There is no confirmed delivery or receipt of the device

• There is no completed warranty repair outcome

• The chain of custody appears broken after carrier acceptance

My question is:

• In a warranty repair process using a company-issued shipping label, who bears responsibility when there is no confirmed delivery or receipt?

• Does a case closure like this typically eliminate further warranty obligations, or can it still be escalated as a service fulfillment failure?

• Is there any realistic escalation path after both UPS and Microsoft have closed their initial processes?

I’m trying to understand whether this is still actionable or if I’ve exhausted standard remedies.

Edit:

A bit more context that may matter:

•	This was a Microsoft warranty repair process, not a customer-initiated shipment. They generated the UPS label and directed the return.

•	I have the drop-off acceptance scan, but UPS shows no scans after initial acceptance at the store.

•	UPS confirmed they closed their investigation because they couldn’t contact Microsoft, not because delivery was confirmed.

•	Microsoft has sent two emails:

•	one directing me to contact UPS

•	another stating they are closing the case and cannot provide replacement, repair, or further resolution

So right now I’m in a situation where:

•	UPS has no transit chain beyond drop-off

•	Microsoft has closed the warranty case without confirmed delivery or receipt

•	Neither side is actively taking ownership of resolution

I understand the general “warranty service responsibility” argument, but I’m trying to figure out how that applies when the carrier investigation is closed due to lack of manufacturer coordination, and the manufacturer is also closing the case.