Custom Xbox Controller replacement

Hello ---CR,

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

If you had done all the troubleshooting steps. And was routed to get the controller replaced. It would be much better if you reach out to our live support as they have the necessary tools to further diagnose the issue and provide you with a timely resolution. Please follow the steps to contact support.

1. Please use this link: Contact us | Xbox Support
   
2. Scroll down and look at the lower left side if you can see the page matches the country/region you are currently located.
   
3. If not, please select the country/region it is showing and select the correct one among the list.
   
4. Make sure to use to check the available contact times of the support.
   
5. Select the "Contact Us" button
   
6. Select the drop-down menu options that will match your concern.
   
7. 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.
   
8. 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.
   
9. If you cannot get connected to the support, please use the Virtual Agent and enter this exact phrase, "Talk to an agent".
   
10. Should you encounter same issue and have an error message please let us know so we can forward your findings to the Internal Support Team.
    

We're looking forward to hearing from you. If there are any inquiries about our description or if there are any misconceptions, do reply to the post.

Hello GerryCarson, my name is Oskayra, and I will be happy to help you.

Beforehand, it is important that you keep in mind that this is a public community forum, so we are players like you, we are not employees of Microsoft or Xbox, so we do not have access to any user account or check anything from the forum. All users help each other with common problems.

I am very sorry for the problem you are going through with the defective controller. For refund cases the only option is the form. Now if you want to contact Xbox support, you can do so here:

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

Thank you for your patience, I hope everything can be resolved. I will be attentive to your response. Blessings.

Sincerely,
Oskayra.

Thanks for your reply. Unfortunately the contact us page just says there is no phone or online support for this issue!

I will try and contact them by other means.

Hi Marky. An advice? You've just bought it? It's drifting? Replace it. Look to your customer or with the Xbox support to ask for a refund or for a new controller.

Hello Will,

I understand your concern about your Xbox Design Labs custom controller. Here’s what I found:

The warranty for Xbox Design Labs controllers is 120 days (6 months). Since your controller is only 3 months old, it should still be under warranty.

If your controller doesn’t match your order or isn’t working properly, you can set up a replacement order. Your Xbox Design Lab replacement order will be remade and delivered to your original specifications.

To set up a replacement:

1. Sign in to account.microsoft.com.
   
2. Go to Devices > Register a device to add your accessory to your Microsoft account.
   

Please note that most of the time when they replace these types of controllers because it is beyond repair, they will replace it with standard controllers since customized controllers are just limited for you. But they should be providing some type of refund for the difference of the cost.