Frustrated after 2 failed controller repairs. Don't know how to follow up next.

The Mountebank · Mar 20, 2020

In January I purchased a Design Lab controller and was disappointed to find that one of the shoulder buttons only registered about half of my inputs unless I pressed it very hard. Unfortunately, since it's a custom controller I couldn't just exchange it
at the store, so I had to send it in for a repair. I filled out the details and got an email saying I would receive a shipping label. A week later I still hadn't received anything so I got on the phone with Microsoft and it turned out it was pulling my old
zip code. Probably my fault, but you'd think I'd be notified rather than it just stalling the system indefinitely. Sent the controller in and got it back after a week or so and thought I was done with it.

Upon using the new/repaired controller, I immediately noticed that there was stick drift. And when I looked at the controller you could even see that the left joystick was in a visibly crooked position by default. Seems hard to miss! Frustrating, especially
since I'd already recycled the box and had to scrounge for a second controller-sized box to mail it back it.

Controller #3. Guess what. The same shoulder button has the exact same issue that I sent the controller in to have fixed in the first place. I shouldn't have to have a $70 controller repaired 3+ times just to get a functional product! Not to mention that
I've been without it for multiple weeks and have to use my old controllers in the meantime (which I bought this as a replacement for because they are both slightly broken).

I decided to contact Microsoft again, since I wanted to make sure they got the repair right this time, and honestly to try to get some compensation for all my wasted time. I find it annoying that my options are to A. Chat with a robot who tells me stuff
I already know, B. Chat with a volunteer "gamer" who doesn't work for Microsoft, or C. Wait 90 minutes for a call back. I got the call back and explained my issue, and the agent recommended that I go to a Microsoft store since they'd be able to help me more
than he could. Alright, fine. I'll go tomorrow, I thought. An hour later, I got an email that all Microsoft stores were closing due to Coronavirus.

At this point I'm just like I give up, I'll send it in and hope that controller #4 is the charm. I really wish the repair/replacement process allowed you to add notes. The most specific you can get is "trigger/bumper" issue. I filled everything out to request
a replacement, and received an email stating that I'd receive a follow-up within 24 hours. Guess what, it's been 2 days now and still no response. I get that they're probably extra busy this week, but given the circumstances I'm still upset.

Anyway, in general I like Microsoft, but I feel like they're wasting my time and purposefully making it difficult to contact them. Don't know what else to do at this point.

TLDR; Design Lab controller was sent in for repairs twice and is still broken. Frustrated with support system.

:)

XBF Brad A

Hi Bank,

Thanks for reaching out to the forums. We are truly sorry for all the inconvenience with the controller repairs. Personally i recommend putting a note in with the repair. I have done this with a console and controller i had repaired. As you state the options
are limited. As the only option at the moment is to send it in. Again, truly sorry for the hassle.

Thanks,

Brad

The Mountebank

Hi Brad,

During the exchange request there was no option to add any notes or commentary. Maybe I should have filed it as repair instead of replacement. Could you show me where that field would be?

My other issue is that I've already submitted it and received this email:

Your controller exchange request (SR)
[Mod removed- personal information] has been assigned to a member of our support team. You should receive an email with additional instructions in the next 24 hours.

If you don't receive the e-mail, check your spam or junk mail folder, or visit
Device
service and repair, to manage your order.

I have not received an email with additional instructions, and this case number is not one of the ones on my device page. Not sure what to do next to follow up.

Thanks,

Mister Beep

Hey there xx AgentAntz xx,

I'm sincerely sorry to hear about the issue and for any frustration this has caused. I see that you have tried the USB diagnostic tool and a factory reset and the issue persists. I know this is not the ideal answer, but the next step will be to send the
Xbox One console in for repair.

To begin the console repair process, please visit our
Online Service Center. Please feel free to follow up with us after the repair to let us know how it goes!

Nathan Braga

Hi Nathan,

Thanks for reaching out to us today. I'm worry to hear about the current issue with the Controllers buttons. I would like to clarify a bit more in regards to this, is this controller a wireless controller or wired? Is this experienced only in game or also
in the home screen?

Click this article to
'Troubleshoot your Xbox One wireless controller'. Once you open this link choose the option:
'My controller doesn't function correctly'. Next, choose
'Some of the buttons on my controller don't work as expected' after choosing this step it will guide you through the next steps to take.

Let us know how it goes.

My control is wireless and it happens anywhere. Following this link he says that the control needs repairs. But what I want to know is if the control normally responds to commands even if light and even tightening well in the corner

vikingland1

Buy another controller because I don't think it's common. I've had the same 2 controllers since 11/29/13 and both still work by design. I've had a controller mess up but not often and it was easily fixed by taking the battery pack out. Electronics fail and
controllers get used harder and more often than most devices. But I don't know what the failure rate is it would be interesting to know.

Frustrated after 2 failed controller repairs. Don't know how to follow up next.