Cannot Raise a Service / Replacement request and cannot contact support.

StephanKotze · Jul 5, 2022

When I try to raise a "Device Service & Repair" request for an Xbox elite controller that is less than 2 weeks old. I get the following error:

TraceID: MZBIlp5WMkqI+pKJ.8.1650

Something happened. Wait a bit, then try again. If the issue still persists contact us.

Following the "contact us link eventually leads to a dead end with "Phone calls and chats aren't available for this issue."

So I cannot raise the request and I cannot speak to support.

This is actually a ridiculous situation. How does one get in touch with support to either figure out why I cannot complete the request, or order a replacement? Smoke signals?

:)

IKSBOKS VDZ

Hi Geri

I followed your steps and clicked "See contact options" button. The only option I can use is ''Request a call''. It took me to Virtual Agent which failed to help me in the past few days. I selected the country code, entered my mobile number then it kept telling me ''Something went wrong on our end. We’re working on it.'', After clicking ''Try Again'' many times, it finally told me ''Something went wrong, please try back after sometime.''

This is ridiculous. I tried for a week to get my Xbox controller repaired under warranty without success. Same ''Something happened. Wait a bit, then try again. If the issue still persists contact us.'' message every time. I can't stop thinking that this Xbox repair department deliberately shut down the service and blocked all calls for new requests because they don't have enough capacity. I'm stuck here, can't play games and can't get it repaired. Please help!!

Hi, I'm having the same problem. Cannot finish "Submit repair request" which ends in same step like yours.

I'm not able to find any other way to claim warranty.

Is someone from Microsoft reading this?

Rachel XT

Hi Geri

I followed your steps and clicked "See contact options" button. The only option I can use is ''Request a call''. It took me to Virtual Agent which failed to help me in the past few days. I selected the country code, entered my mobile number then it kept telling me ''Something went wrong on our end. We’re working on it.'', After clicking ''Try Again'' many times, it finally told me ''Something went wrong, please try back after sometime.''

This is ridiculous. I tried for a week to get my Xbox controller repaired under warranty without success. Same ''Something happened. Wait a bit, then try again. If the issue still persists contact us.'' message every time. I can't stop thinking that this Xbox repair department deliberately shut down the service and blocked all calls for new requests because they don't have enough capacity. I'm stuck here, can't play games and can't get it repaired. Please help!!

Rachel XT

Hi,

I don't think anyone from Microsoft is reading this, or maybe they read but can't do anything else.

I have been trying every day from different PC/laptops/mobile/browsers without success. Now their ''Request a call'' option is greyed out and showing ''currently unavailable''!! My 1 year warranty is going to end soon. This is a joke!!

Geri M.

Hi StephanKotze,

Welcome to Xbox Community Forum. We appreciate for sharing your concern with us and we hope that you are doing well today.

We apologize for the inconvenience that you have encountered when you try to request for a Service or Replacement of your Xbox Elite Controller. For your guidance please use this link for the purpose: Request an Xbox controller replacement | Xbox Support.

You can also try contacting Xbox support directly by following the steps below:

Visit to the following link: Contact us | Xbox Support
Select the "Contact Us" button
Select the following drop-down menu options in the following order:
What are you having trouble with? - Hardware & Network
What's the issue? -Warranty, Service & Repair
The third box will ask Where are you seeing it?. select the Option where are you using the controller
The fourth box You will be ask to describe the issue. "Next" button.
The next window will provide you with support articles based on your request and we recommend reviewing the relevant articles before selecting the "See contact options" button.

Hope this would help you connect our Live Support and resolve the issue.

If you have other concerns, you can create a new post here.

I wish you a good day!

Kind regards

Xbox Forum Moderator

Microsoft Community

gds1972

Hi M4 Hyena

You should be able to arrange to get your controller serviced through this
support page, If you have any issues raising the service request through this website please use the
contact us option and when requested select either the option to Chat with Xbox Support or Request a phone call from support and they should be able to help with raising the service request.

Cannot Raise a Service / Replacement request and cannot contact support.