Elite Controller bumper quality - the only thing worse is the support you'll get...

Just wrapped up an amazing call with Xbox One's support team. And by amazing, I do mean "an event equivalent to bashing one's head into a concrete wall". I did learn some important things I'd like to share with anyone having issues with their Elite
controller's bumpers (which from searching on the internet, is a common theme). Take from this what you can. I assure you, you won't receive ANYTHING that can be considered helpful from Xbox's support team. In fact, expect them to lie directly to you.

Will attempt to keep this as short as possible, but want to make sure to include what I think are the important details.

During regular use of my Elite controller (did not throw, slam, or drop) left bumper makes a pseudo popping noise after being pressed and released and now jiggles loosely around. If I hold the left trigger down and turn the controller down, the broken
off bumper will fall out. I do some research online, looks like tons of people have this or similar problem (bumper sticking was the other common issue along side stick drift and grips coming off). All threads bear ill tidings of zero help from Microsoft/Xbox.
I decide to call Xbox support because a very few threads mention a year warranty (I've had mine for approx 9 months). Here is where things get really interesting.

The call lasted for an hour and 12 mins. and of course was some calling center not in America (although they try to fool you with a caller ID out of WA). The connection was terrible and I had to repeat the Serial numbers for my Xbox and Elite controller tons
of times because the audio kept cutting out... (Go go failure VoIP). Now, I tried to explain several times to this lady that I bought my controller well after my xbox and that they were not in a bundle. My Xbox was quickly added to my Microsoft account but
she spent close to 40mins attempting to pull up my controller by the serial number. Once she exhausted her "tools" (in which she confirmed she was not at all able to pull up the device) she told me that the warranty was void because when you buy the elite
controller separately you only get a 90 day warranty... Please take note of that:

Elite controller obtained w/ bundle purchase of xbox = 1 year warranty

Elite controller obtained by itself = 90 day warranty

What a crock. Just because I didn't purchase a brand new console at the time I got an Elite controller I'm now S.O.L. on getting a replacement for the crummy design of the bumpers. Way to take care of the people who are willing to drop $150 bucks on a controller
you claim to be designed for hardcore gamers. I've had normal controllers last well past 9 months before they break to the point beyond using.

At this point I'm ticked off and the lady tells me that she can refer me to the closest business that repairs controllers... SPOILER ALERT!!! I've already contacted several places that do that and ALL of them told me after parts and labor I'd be MUCH better
off just buying a new controller... which was this ladies next shiny piece of advice. I tell her that I want to verify that my specific controller is out of warranty. I can see from where my xbox was added to my account (and that I purchased it many many moons
ago) that it's warranty ran out on XYZ date. She tries in vain to pull up my controller via the serial number again and even has me visit the website to do it myself. Here's the message I receive when I try to add it:

"We're sorry. Something went wrong on our side, and we are working on it. Please come back in a while."

What the heck? At this point, she is just trying to get me off the phone saying she is 100% positive my warranty is void. I ask to speak to a manager because you can't be 100% sure WHEN YOU CAN'T EVEN PULL UP MY CONTROLLER IN YOUR SYSTEM. The manager who gets
on REALLY puts the cherry on top of the whole thing. He rudely talks over the top of me to CONTINUOUSLY inform me that controllers purchased on their own have 90 day warranties. When I tell him that I'm not satisfied until the controller is added to my account
and/or I verify that fact. He has me read off the serial number, waits literally 10sec and goes "oh yup, here it is. I can't add it to your account but with the information I have here, I know for sure your warranty is void." WHICH IS A COMPLETE LIE!!! He
could give me NO additional information on the controller and refused to prove in any way that he was able to find it in his system.

I asked for his information so I could file a complaint (won't do my any good but might as well) on someone willing to blatantly lie to a customer because they don't have the answer and just want to get me off the phone as quickly as possible. I was told I'd
be emailed the address in which I could address my complaints. I told him to include a screenshot of where he had my controller pulled up. His response was "we can't email screenshots". Ha!

Surprise, surprise... email never came!

For what it's worth, I did get a "reference number" which I'm sure isn't anything I can use to help hold that guy accountable. Here it is in case someone out there knows where I can pull additional info about the call. Hope this thread helps someone out there.

#6233557

:)

 

Physical Elite Controller Problem

Chat support is not working for me. It keeps disconnecting, so Im posting here instead.

I bought the elite controller mid November from gamestop (online). After 3 months, my left bumper is already worn out to the point of broken. I can feel that the left bumper is loose and physically see that the lever is cracked. My "Day One" controller and
my Titanfall xbox one controller bumpers are still highly functional after using them for countless hours of gaming for over a year. It was unexpected to see this high quality elite controller to break so soon.

What is the best course of action for me to replace/service this elite controller?

 

Will new GoW 4 LE Elite Controllers be made again given the initial batch was poor quality?

i've gone through 2 GoW4 Elite Controllers - 1 was sent as a replacement because my Left Bumper was hanging off. The replacement only after 2 months, the Right Bumper is now hanging off.

I called MS Support and they offered the normal elite controller plus the difference in MS dollars. however I would have to give up my GoW4 controller.

I just feel that such a pricey product with such poor quality is such a rip off. I actually want a replacement but they (Microsoft) have none in stock.

@ Microsoft - will there be a new batch of GoW 4 Limited Edition Elite controllers coming soon for those who have suffered such a poor product?

 

Feel your pain, Valiquin. I have a sticky left bumper on an elite controller I purchased 5 months ago. Besides the difference in warranty depending whether you bought it separately or as part of bundle (agree, that is nonsense), there is simply not the level
of support for the gamer community as advertised. Using terms like "the controller for the ultimate gamer and a long lasting controller" simply hold no weight when you have crappy support. I would gladly send mine in and they can see it is in pristine condition,
minus the sticky left bumper. I had my interaction over chat, and I think he just ended up copying and pasting in the same answer; "I am sorry you are dealing with this but this is now out of warranty and we can't replace it". No logical reasoning what so
ever. As an example, Razer, a gamer oriented company as well has a 1 year warranty on controllers. I'm going back to my old controllers and maybe wait for the next version and make sure to always purchase it in a bundle.

 

Well, I think Microsoft has realized that it simply does not need to respond to these kind of issues. Make something look expensive, market the crap out of it and sell it for a premium price and enough people will believe it actually is "elite", me included.
I did end up following the advice of Microsoft support and went to Best Buy to see if they would return it, but they just chuckled.

I did have a very pleasant conversation with my american express customer service who informed me that these kind of purchases are covered with a one year warranty under the credit card agreement and we immediately got the claim processed. Just an idea
for some of you that used a credit card to purchase this incredibly, elite controller.