Cant Raise Service Request for Elite Series 2

lemon difficult · Sep 8, 2022

Im trying to submit a service request for my controller, however cant get past the address stage. it doesnt list the address i have set up on my account to select, and when i try to add an address it pops up the window to input the details but when i click next to add the address it just doesnt add it

its a known issue, as there are plenty of other people raising the same question. a number of these issues have a response saying that the issue has now been fixed.

ive tried different browsers, different devices but still getting the same issue

ive also tried to arrange a call back from the support team, but when asked to input my phone number in the virtual agent window, i get an automated response saying that "Something went wrong on our end"

also tried calling 0344 800 2400, but that number just points me back towards the support team link

any solutions to this? 3 different ways of attempting to raise this request and all 3 failing

:)

Kathy A.

Hi lemon difficult,

It seems that you're having trouble to your account in adding an address for requesting repair. However, we have realized that this issue of yours would be dealt better by our live support team so that they can properly check what’s going on with your account.

Please use this link: Xbox Support

Select the "Contact Us" button
Select the following drop-down menu options in the following order:
What are you having trouble with? - Subscriptions & billing

What's the issue? - Warranty, Service & Repair

Where are you seeing it? - depends on what device you are using
The third box will ask you to describe your issue. We suggest something along the lines of "Account issue on address for shipping device" and then select the "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.
On the final window, you will be presented with multiple options. We suggest selecting either the "Chat online" or the "Request a call" options to speak with someone. Be sure to provide as much detail as possible.

We really do hope that by guiding you to the right direction, you'll find our response helpful. We wish you a great day ahead!

Regards,

Kathy A.

Hello lemon difficult,

Welcome to Xbox Community Forum. Thank you for sharing your concern with us today and we hope that all is well.

We understand that you are trying to match your address information for service request proposes. Let us check on this together and sort this out in timely manner.

Can you please try to visit this link and set the current address as the shipping or billing address making sure it matches your card?

Click this link: Microsoft account | Address book

Please refrain from posting your complete address here in forums to protect your privacy.

Would you mind sharing in here if you will encounter an error message / code?

We look forward to your response. Kindly let us know, if there is any misunderstanding or clarifications of our description by sending us a reply.

Sincerely,

Xbox Forum Moderator

Microsoft Community

lemon difficult

Hi Kathy,

I already have my address setup as my payment address and shipping address, but it is not selectable when proceeding through the service repair steps. I just have the screen as per the below image

Kathy A.

Thanks for the update and screenshot, lemon difficult.

We'd agree with you that the part where you should be able to add a new address should have displayed or at least allow you to use the address saved in your account.

In that case, please make sure your current address/shipping address is match to the one written in your card's shipping address.

Please visit your account profile - Microsoft account | Your profile
Set the following information that should match your current address details:
Also, look and match the account region to your current region.
Next, please use the InPrivate Window of your browser (Browse InPrivate in Microsoft Edge).
Please manually sign in to this link: Microsoft Account | Devices
Select the controller for service and repair.
See if shipping address if the service options is now available.
Proceed once able to select your default shipping address. Otherwise, try to use different browser.
If same issue on different browser, please connect to different network.
If the same still, please let us know and send us a screenshot.

We will wait for your response.

Regards,

lemon difficult

Hi Kathy,

I have tried all of your suggestions, but still getting the same issue resulting in the screenshot below:

Cant Raise Service Request for Elite Series 2