Do Xbox send a new or refurbished elite controller out as a replacement?

It’s not a brand new controller.

Hi, I hope you're doing great out there. I am an Independent advisor and I am here to help you in regard to your concern.

It will be a Microsoft Certified Elite Series 2 Controller.

I was able to reach out to Xbox Support before and this is what they said to me.

Hi

Thanks for the reply. What exactly does that mean? I would hope everything that Microsoft sells is certified so I'm still unsure whether this means new or refurbished?

Hi Anton,

Thanks for the replies. When you gt a controller repaired, it is replaced with a new one. They are not refurbished. This is why you are unable to get a controller repaired that is out of warranty. If they were refurbished you would be able to. We are sorry
that the one you got was damaged. This could be a shipping issue. As suggested we recommend sending it back. Also an important note: if they test out the controller you sent in and there is nothing wrong they send it back.

Thanks,

Brad

In order to speed up the return, they send you a different controller. So you can get back to gaming as quickly as possible, instead of having to wait for them to examine the controller, find the fault, repair it, put it all together and ship it back. They
just take a new or refurbished controller and immediately send it to you.

Therefore it's important you remove all parts from the Elite 2 controller (the sticks, paddles and D-Pad) when you send it in, as you might get a controller without these parts as replacement.