Controller repair query

PraiseTheBreadI · Feb 9, 2021

I got the XSX on launch all brand new, and couple weeks ago my XSX controller started to drift and not work, i took the necessary steps to get it either replaced or repaired, sent it of to the repair center via UPS as stated on the return label i printed, and now still waiting for any answer/news. My order status still hasn't moved from "send us your package", ive got texts, emails and app notifications to show my pad had been picked up, in transit and at the repair center. I got an email couple days ago saying they have closed my case and to rate their customer service, still no news on the pad, whether it has been repaired or replaced, nothing. Controller was delivered to them on 27th January as shown in my postage app

what do i do? do i have to keep waiting? ive tried getting into contact with Microsoft but all it does is send me to a bot with automated answers and questions

thank you

:)

Philip706

Hi there, Sorry to hear you're having some troubles so early with your controller! With this whole Covid-19, things take more time than usual. I recommend to wait, I would say no more than a week to get any sort of confirmation. They may have sent it back already based on the information you’ve given. If no confirmation I recommend contacting Microsoft Support, It may take a couple tries to get referred to get to a real person but it's worth the tries! Hopefully this helps! If any other issues arise please let me know!

-Phil

MackMazursky

Dear Scotty0955

Thank you for your reply.

One of the first things I have done when started experiencing the issue was to make sure that the device is up to date, which it was.

I will send it in for the repair but my original question was and still is - will my controller be replaced with a second hand one if it cant be repaired? If that's the case, can I be contacted if my controller is irreparable before any replacement is issued?

Thank you and all the best

Mackowski

Scotty0955

If your controller cannot be repaired it will be replaced with a brand-new one

you can contact Support with the links below and they will be able to assist you through this process

For chat support: msft.it/6016TYOoe

For phone support: msft.it/6017TYOo5

Scotty0955

Hello there Your controller may just need updated You can do this by going in to settings and going to devices and streaming and then click on the first option your controller will pop-up on the screen click on the three dots at the bottom of the screen
that will take you into software updates for your controller and then click update controller

this should solve all controller issues you’re having

if this doesn’t work you will need to send it in for repair

MackMazursky

I was upset when mine developed an issue, before I raised the service order I've asked a question and this is the reply I've received:

If your controller cannot be repaired it will be replaced with a brand-new one

https://answers.microsoft.com/en-us/xbox/forum/all/xbox-elite-2-controller-repair-query/40eed632-3ee1-4ddc-b562-3bded659dcf6

Controller repair query