Design lab sent me a faulty controller and now I'm stuck with it

I purchased a custom made controller and when I received it, I noticed that the top of the front faceplate was slightly coming off. I brought it to the Microsoft store where the employee completely agreed with me that this product was faulty and informed
me that I would need to contact Microsoft directly. When I contacted Microsoft, they told me they could fix it but they were only allowed to send me back a black or white controller, which completely defeats the purpose of my custom made controller. All I
wanted was to either send in my controller to have to fixed, or have them send me a new controller with the same design, but customer support was anything but helpful. I understand the reasoning of a no refund, but that was under the assumption of receiving
a working product. They kept insisting that the only thing they could do for me was to have me send in my controller, only to get sent back a regular black or white one. I asked why this was and they were unable to give me a straight answer. I thought I was
being reasonable; all I wanted was to have my custom controller fixed but now it seems I'm stuck with a faulty controller.

:)

 

Microsoft Rewards and Design labs.

Hello,

Today a promotion for Microsoft Rewards is going on that if you purchase a Design Labs controller, you receive 5,000 Microsoft Rewards points.

I purchased a Design Labs controller yesterday, and was wondering if I could have these points added.

I have done a chat with MS Rewards support who sent me to Design Labs support, so I chatted with Xbox Support who then sent me here.

My SR number is 1359826345 if that helps.

Thank you,

Tyler

 

Design lab faulty controller

I brought an Xbox controller for my son from the design lab which was delivered 2 weeks ago, it has now developed a fault with the headset socket, it’s not the headset itself as it works on his other controllers. I cannot see anywhere on the website how
I contact Microsoft to return it for a replacement. Please help.

 

Did you contact Microsoft Store support or just Xbox support? Make sure you're contacting Microsoft Store support. Xbox support would only set up a regular repair which would not send you back a custom controller. https://support.microsoft.com/en-us/help/28808/microsoft-store-contact-support

 

Thank you for the advice. Everything seems to have been straightened out. The Microsoft Store support has emailed a shipping label and was able to confirm my custom design. I will be shipping out the current controller. Once it is received they will be shipping
another controller of exactly the same design.