Controller still falls under the warranty but can't request for a replacement.

JimmyDakota · Sep 28, 2019

Hi everyone,

So my customized controller is not working correctly, the RS drifts up and when I start up my xbox, instead of just moving up/down/left/right with 1 step at the time, my controller makes it move with 2 steps or even 3 steps sometimes (with the buttons LS/RS/D-Pad/RB
and LB). So it is hard to click on a game/app or just anything on the Xbox. But when I eventually can click on the game I want to play, it *usually* stops doing that and goes back to normal movement as how it should be.

Although this is not my real problem, it was just stating that the controller didn´t work properly. The real problem is that, according to xbox.support.com, my customized controller still falls under the warranty and says that I can ask for a replacement
BUT when I click on the button to go to the next webpage (where I assume I can choose a new controller replacement) it just brings me back to their customer automated AI/bot where I´ve already been.

And when I complete all the steps the automated AI/bot tells me to do, it just brings me back to the webpage where I can type in my serial number of my controller so I can get a replacement and then sends me to the same page with the automated AI/bot AGAIN.
So I'm stuck in this loop. Normally the customer support is very good and helpful from Microsoft so this is really strange to me.

I just want my customized controller replaced with a new customized controller when it now still falls under the warranty. Can I get some help with this please?

(and even if it did not fall under the warranty I'd still like a new one. I've read that tons of people have the same issues with drifting controllers/thumbsticks. Microsoft might either come up with a solution for the drifting to help her customers out
or just give her customers a (discount for a) new controller whenever this happens.

Thanks in advance,

Jimmy Dakota

:)

JimmyDakota

Alright so now I'm stuck at step 3 of 5 Systemservice and replacement.. They're telling me that they are going to send me an e-mail with a delivery ticket so I can print it out put it on the delivery box with my broken controller in it and send it via UPS.
But when I click on the button so that I can receive the e-mail it got stuck in an endless loading and is not sending me anything.. This is getting really troublesome.

(I'm just typing down everything that is going down in the hope that people at Microsoft can learn from this or fix it?!)

skylaar

To add some context, use the links provided above by Wishcatcher and start a repair on your console. Even if the console is out of warranty, select it and then select "Start a Service Order" and in the next screens you can choose an Accessory instead
of the console and Design Labs controllers are in the list.

XBF Brad A

Hi Jimmy,

Thanks for the updates on setting up a repair. We recommend to request a call from support, since you are unable to set one up on the website.

When you go to Contact Us,follow these steps to request a call from support:

Step 1 ----select Xbox One
Step 2 ----select see other options then subscription changes
Step 3-----select show contact options

Step 4 ----select request call from support

Once they call explain the issue and they will be able to help you. Note that these options regularly change so just keep selecting something that gives request a call from support as a contact option.

Hope this helps.

Thanks,

Brad

Wishcatcher

Hi,

You have to make a repair process about controller issue > https://account.microsoft.com/devices/

Register Xbox serial number then click on manage and raise a repair for your controller ( you will have to put the serial number of the controller to check the waranty status ).

If you find to difficult to do it by yourself, i suggest you to cal Xbox helpdesk > https://support.xbox.com/contact-us

Regards

SpiralOut46and2

Sadly, it does seem like controllers do have fairly regular issues with drifting, such as yours. I do hope myself that they can be redesigned in the future to make them much sturdier and eliminate this problem from happening. On my own controller now, which
has been great for years, I'm now experiencing a constant drift to the right when I'm standing still. My character in Borderlands 3 will slowly move the right and won't stop unless I move my controller to play again. And I'm very gentle with my controllers;
I never push the joysticks hard or squeeze the controller when playing etc. I always hold and use my controllers very softly, it's how I am with everything, yet I have drifting now.

I'm sorry to hear you're in an endless loop and experiencing difficulties
with getting the replacement process started. This might be an error on Microsoft's end. Have you tried to contact Support directly?

https://support.xbox.com/en-US/contact-us

Controller still falls under the warranty but can't request for a replacement.