Bought the Xbox One Elite bundle and it came with a defective controller

Recently I purchased the Xbox One Elite bundle, mainly for the controller, but I figured I might as well upgrade to the 1 TB console at the same time. Upon unboxing and inspecting the contents of the package on the day of purchase (November 8th
2015) I discovered that the Elite Controller was defective. One of the paddle buttons underneath the controller did not click like the rest. I tried everything reasonable to diagnose the issue with no resolve. I visually inspected, and compared, the buttons
on the bottom (the tiny green button that the paddle presses) and the one I suspected to be faulty seemed to be a little further recessed into the controller housing. At this point I contacted Gamestop, the retailer I purchases the controller from, and none
within a reasonable distance had a replacement. So I come to the conclusion that I would have to contact Xbox directly to resolve this very disappointing experience.

The next day (November 8th 2015) I made contact with a chat support agent who advised me that in order to resolve this issue I would have to send in the controlled at MY expense so that a replacement could be sent to me. No alternative was offered
at this time. Having to pay shipping for a BREAD NEW product to be replaced, on top of the inevitable wait to finally use my controller did not settle to well with me.

The following day (November 9th 2015) I decided to make contact by phone to express my displeasure with the only solution I was offered. As I conversed with the agent by phone I was advised that the new unit was being processed and will be shipped
to me. He stated that the contents of the package would include a new controller as well as prepaid shipping to send the defective unit back. At this point I was pleased with the situation and we ended the conversation.

I waited a few days and did not hear anything about the status of my controller so I called AGAIN on November 13th 2015. I was then assured by yet another agent that it was in processing and I should receive my controller, or shipping conformation
shortly.

Yesterday, November 16th 2015 I still had not heard anything about my new controller. No shipping conformation… Nothing! At this point I decided to call again. I spoke with another agent. During this conversation I just asked to speak to a manager.
During the conversation there still was no offer of prepaid shipping or anything. There was basically no resolve at all. I was advised by the manager that he basically could not do that for me. He stated It was beyond his control. He gave me a couple of month
of free Gold Membership as compensation. While the offer was kind, that’s not what I want. I want to use the controller that I got in my Xbox One Elite bundle over a week ago! But at this current time I still have the defective unit as a result of all the
confusion and mis-information…

I must say, as avid gamer and longtime supporter of Microsoft as well as a first generation Xbox owner I’m extremely disappointed in this whole event. The least a fortune 500 Multi-billion dollar company could do for it customer is replace a defect, even
if it meant they had to pay for the most express shipping both ways! The lack of customer support has me considering taking this unit back to the retailer and exploring other resources for gaming…

If there is any interest by an associate of Xbox to look into this whole ordeal, the Service Request number is: [Mod Removed]

:)

 

A Elite Console coming soon

Was just on Major Nelson's website and found news of a new Elite Xbox One console. It will have a 1tb Hybrid SSD drive and it will come with an elite controller.

Also a new lunar controller.

New Xbox One Elite Bundle and Lunar White Wireless Controller Offer Fans the Ultimate Gaming Experience

 

A Elite Console coming soon

Was just on Major Nelson's website and found news of a new Elite Xbox One console. It will have a 1tb Hybrid SSD drive and it will come with an elite controller.

Also a new lunar controller Will be on the market.

New Xbox One Elite Bundle and Lunar White Wireless Controller Offer Fans the Ultimate Gaming Experience