Defective Xbox Wireless Headset Breakage - How can I get help?

In December of 2021, I purchased the Xbox Wireless Headset directly from Microsoft. The product came with 1 year of warranty service due to expire in December 2022. The problem began a few days ago, when I clicked the "Mute" button on the Microphone's arm and was distressed to notice that the casing on the arm had cracked and snapped, leading to the wire to become completely exposed and the arm to hang loosely (This is visible in the images attached).

After attempting to claim warranty using the online service, I was told this was unavailable and I would have to contact Microsoft directly. I was then led to the Hardware Department, who said, "to be honest", that they would not do anything due to physical damage. This would be understandable, but the product in this situation was defective as opposed to the damage coming from my own fault as I have never dropped, collided objects against, or otherwise damaged the product in the months I have used it. Furthermore, the arm is designed to be flexible so this damage is a design flaw for certain.

Then, I spent some time researching this issue to see if others had experienced a similar fault. I was shocked to find multiple posts of people who had not only the same damage, but the same damage in a similar size, shape, location, and vector to the damage I had experienced. From this, I have concluded that the issue is certainly derived from a design flaw, or a batch flaw, rather than my own carelessness.

The posts referred to include, but are not limited to, the few I have linked here:

- March 18, 2022 https://answers.microsoft.com/en-us...uct-poor/4de76c35-0631-4c9c-bf91-def6ee3caf3a

- March 15, 2022
https://answers.microsoft.com/en-us...t-repair/ed6c30ec-7883-4c1a-8e7a-bcaccb70cb55

- February 17, 2022 https://answers.microsoft.com/en-us...4448-b9c0-7782c0ebb503?rtAction=1647611594544

Overall, my question is how do I raise this to someone who won't just ignore me? Is there a way to contact someone who can help me?

I noticed that others have had people reach them and come to a positive result, and I'm hopeful that I'll get a similar response from someone who can aid me.

I am a loyal customer to Xbox and Microsoft. I own an Xbox Series X, GamePass Ultimate, 2 Rechargeable Xbox Controllers, and - of course - this headset. I'm a lifelong fan of Xbox because I love their quality, care, and passion clearly put into their products and I would recommend this to any of my friends.

However, I feel frustrated, burdened, and especially dissapointed at the lack of customer service or support I've received throughout this process. If the customer service isn't up to scratch, how can I stay loyal to the products Xbox make?

Thanks for reading this, and I hope that I can reach someone who will be able to support me.









The Images In Reference

:)