Elite Controller - paddle not working, MS support unable to replace

I received my elite controller today, but my lower right paddle is not working. Pressing the button does nothing. I tried mapping different buttons to the paddle, but nothing worked.

I contacted MS via their support chat, and was told that I should contact the Xbox preview experience people, as it was likely a software issue. I could not find any contact info for them, so I called the 1-800 support line. I was told that there was no
replacement controller in their system, only the paddles, sticks, and D-pad. He advised me to return the controller to where I bought it (MS website).

Overall, I'm very frusterated. Does anyone have any recommendations? Returning the controller because a replacement isnt available seems ridiculous to me.

:)

 

Unable to connect stereo headset to elite controller.

I'm unable to connect a stereo headset to the elite controller with all 4 paddles on workout the adapter hitting the bottom 2. Anybody else have this problem?

 

Xbox 1 Elite Controller Broken, PID not accepted.

Hi onmy xbox 1 elite controller one of the paddles is broken. And the PID is not accepted by the support. I cant make an repair request. What can i do?

 

Update - I connected the controller to my PC and ran joy.cpl. I was able to confirm that all buttons work with the exception of the paddle in question. It would seem that it is a hardware issue.

 

Hey MuchCracker197,

Very sorry to hear about the issue with the controller, but it does sound like the controller will need to be replaced. If you already went the route of contacting our phone support, I would check in with the retailer you purchased it from to see if you
could exchange the controller.

Again, please let us know how it all goes and I hope you're up and running soon.

 

MuchCracker197. I'm having trouble with one of my paddles not fitting the controller right. Xbox support wanted me to try to send it back to the retailer for replacement before I send it to them for repair replace. Since they are out of stock at the retailer
I am unsure if I should return for refund or send it to MS. They said most cases are resolved in 14-21 days but if everyone else is out of stock when will a as have replacements? Don't want to send it to MS and risk having to wait a long time to get it back
because they don't have stock either. That is my experience so far, but probably going to cross my fingers and send it to MS for repair/replacement and hope for a quick turn around. Also kind of confused why the push so hard to return to retailer first.

 

Rockhound, my resolution was taking it to a Microsoft store and they had a replacement for me.

My path on how I got there was extremely frustrating though. After getting nowhere with the service chat, I called the Xbox service people and they were unable to find the controller in their system. The service operator had no ideas and told me to return
it where I got it (microsoftstore.com). Then he sent an email telling me how to connect a controller to an Xbox (not helpful...). I decided to try the Microsoft Store at my local mall and that worked out for me.

I know this doesn't exactly help, but I hear your frustrations and wish you the best of luck.

 

Glad you were able to get a new controller. Mine came from Amazon and they are out of stock. It is a simple fix of just needing a new paddle, since they other paddles work in the slot the bent paddle was in, and the bent paddle doesn't work in the other
slots.

 

That's interesting. The guy from the 1-800 service line said that they had replacement paddles and sticks in stock for replacement. I'm suprised they wont just send you one. It sounds like you've tried this, but I'm suprised they cant make it right with
a simple fix.

 

So what's the best way to try to get a replacement stick? I don't want to return the whole controller, I just need a replacement for one of the domed sticks that doesn't snap quite right onto the controller.

 

I am going to try calling again because I was looking at the support page for the Xbox One Elite Controller and it says if you send it in for repair to keep all removable accessories and only send the controller in.

 

I'm having a problem with one of the paddles too, the bottom right handed one doesn't fit properly and wobbles about. I've tried the other three paddles in the same socket and they all fit fine which suggest there is an issue with the paddle itself and not
the controller.

I spent nearly 2 hours overall last night trying to get replacement paddles but was finally told they are not covered by the warranty and I had two choices - I could send the entire console back to the seller I bought it from for a replacement or new paddles
would cost me £15 for a set of 4.

I opted to get replacement paddles for £15 as it was easier but I'm no where near happy about it.

 

Just to clarify I was told the removable parts for the Elite controller are not covered by the warranty.

If you opt for a replacement controller all you get is the controller with nothing attached (paddles, sticks, D-pad) and a charging cable.

Replacement removable parts are available to buy however but I had to speak to someone at support to put the order through for me as I couldn't find them anywhere on the website to do it myself.

 

In order to find the removable parts to buy for an Elite controller you have to register your Xbox One and then register your Elite Controller under the accessories tab for your Xbox One.

I have yet to call about getting replacement paddles, but I will REFUSE to buy replacement paddles for something that I received defective. Microsoft needs to suck it up and supply replacements especially since demand is high for the controller and they
are hard to find in stock anywhere.