Controller from New Xbox One S has problems

I bought a new Xbox One S through Microsoft Store's online sale a week ago. Upon opening and setting up the xbox, I noticed the controller that came with it has two issues:

1) a "sticky" right trigger where the trigger has a delay in releasing, often causing the trigger to be held too long, or quick consecutive taps to be missed. At first I didn't mind this problem as I started off with playing Forza. However, this is very
apparent when playing Gears of War. Just as a sanity check, I've tried a bunch of other controllers and no other controllers have this problem. This is a rather annoying problem that affects gameplay.

2) a high pitched tone from the headset when plugging in to the 3.5mm jack. I have tried Skullcandy earbuds at first, but since these are known to have problems with the CTIA standard (as Skullcandies are OMTP and built for Apple products), I also bought
the Xbox One Stereo Headset to test. To my surprise, I'm hearing the same high pitched tone with the headset. I have tried the same Skullcandy earbuds and headset on my friend's controller, and I don't hear the high-pitched tone using that controller. I have
researched online and I see people suggesting to turn mic monitoring off - I have done this and also shut off the mic and this does not resolve the issue. I have also made sure I have all console and controller firmware updates.

I brought my controller into a Microsoft Store. A tech verified the problems and looked into a replacement. Unfortunately, she said she's unable to give me a replacement, as controllers that are bundled with controllers have a different SKU than the individually
packaged controllers they sell in-store. She guided me through registering my xbox console, and going to the xbox repair & services page to order the replacement where they will ship me my controller, a pre-paid waybill, and place a hold on my credit card
until I ship them the defective controller.

However... after placing the service request, it seems as though I have to ship them my controller first at my own expense, and then wait for a replacement. This issue occurred right out-of-the-box and it seems unfair that I need to pay for shipping and
let my xbox sit idle with no controller while I wait for the service request.

In addition, I have been unable to create a ticket, as it requires me to sign in. When I do sign in, I'm assuming it would auto-fill my first name, last name, and email - but it only fills in my email. I do have my name on my account and I have edited my
name to try and get it to register.

It has been rather troublesome to get support for my controller. If I could get some assistance in having a quick and easy replacement of my controller, it would be much appreciated. Although, I'm beginning to think it would be easier to return the xbox.

Thanks in advance.

:)

 

Xbox One Wireless controller on Windows 10 PC

So it's not a new xbox one controller, since 2016 with the xbox one s, the xbox controller has the Bluetooth connection. Btw, is your controller official ?

 

Xbox controller

Hello, you can pair your classic Xbox One controller with new Xbox One S without any problems.

Please check this link for more info:

How to Sync an Xbox One Wireless Controller with Your Console

 

I was going to say that too. Since you said it's only been a week when you bought your Xbox One S, you should still be able to return it and exchange if you still have your receipt. I don't know the exact return policy of the Microsoft store, but it should
be as similar as any brick-and-mortar retail joint.

 

Hey there Whotto,

Sorry to hear about the issues with the controller and in inability to replace it at the Microsoft Store. As Internet Expert mentioned, it sounds like the quickest solution would be to exchange the console bundle with the Microsoft Store if that's an option. Unfortunately we're
not able to setup a repair over the forums, but you're more than welcome to use our Live Chat option or Phone support if you wish.
Contact Official Xbox Support

They can help setup the exchange for you as well.

 

Thank you for the replies Internet Expert and Mister Mascot. I will go that route then - but I'm still having trouble getting live chat to work.

The problem is the first name and last name sections were grayed out. I'm attempting to fix this by filling in the information on
Sign in to your Microsoft account as suggested by xbox support on twitter (msih on Twitter). Now
to wait for the information to propagate and be pushed out to support.xbox.com

Phone support will be difficult as I can't dedicate an unknown amount of time on the phone during work hours. If I can't get live chat to work then I'll bring it into a store.

Thanks!

 

Thanks for the details, that should resolve the issue for you. Also make sure to try the Live Chat on a desktop PC if possible, or another browser. Sometimes it just doesn't play nice with mobile devices.

Let us know how it goes!