How can I speak to someone to have a warranty claim re-opened?

Ryan Gowman · Mar 10, 2023

I had to send my Elite Series 2 controller back on a warranty claim because the left stick began making grinding and squeaking noises when it rotated. I received my controller back on Tuesday and after playing 3-1/2 games of hockey with the controller the left stick begins spinning. I tried swapping out the thumb sticks but the left still spun and the right didn’t. I thought I’d try it with the spinning stick but apparently that wasn’t the only issue, but the first. The left stick then stopped rotating freely, it was locking in position up, down, center, left and right.. I attempted to submit another claim but even though when I first checked my account it said it was still under warranty until April 4th., when I tried submitting the claim a notification popped up saying it’s no longer covered. I can’t find my last claim to see if it can be re-opened because I don’t feel that receiving a controller back from my warranty claim that is in poorer condition than the one I sent on claim, I don’t feel that the original claim has been satisfied. How can I speak with someone who can help me get this resolved?

:)

Sun Khou

Hi Ryan Gowman,

Greetings!

Thank you for posting in Microsoft Community.

Based on the description you posted, it seems that you have an issue with Xbox wherein you want to know how you can contact a live support agent for claiming a warranty on your current problematic device controller.

By the way, you can contact our live support team, by following the steps provided down below:

1. Click on this link first: Contact us | Xbox Support

2. Select Contact Us!

3. Then just kindly select each category which is related to your current problem.

Hope this helps,

Sincerely

Khou Sun

Microsoft Community Moderator

Sun Khou

Hello

We haven't heard from you in 72 hours, so we will consider your issue resolved. If you do need further help, please create a new thread to discuss your concerns through this link: Create a new question or start a discussion (microsoft.com) as we will not be monitoring this thread going forward.

Thank you for understanding.

Sincerely

Khou Sun

Microsoft Community Moderator

Ryan Gowman

Request a call finally works and I end up with this

This process is frustrating. I can’t find a number when I attempted to google the number either

Ryan Gowman

I am still unable to actually get a number to speak with someone.

Sun Khou

Hello Ryan Gowman,

We just got a response from our internal about your current concern.

And they would like you to try the steps provided down below:

Please use this link: Contact us | Xbox Support
Scroll down and look at the lower left side if you can see the page matches the country/region you are currently located.
If not, please select the country/region it is showing and select the correct one among the lists.
Make sure to use to check the available contact times of the support.
Select the "Contact Us" button
Select the drop-down menu options that will match your concern.
The next window will provide you with support articles based on your request and we recommend reviewing the relevant articles before selecting the "See contact options" button.
On the final window, you will be presented with multiple options. We suggest selecting either the "Chat online" or the "Request a call" options to speak with someone. Be sure to provide as much detail as possible.
If you cannot get connected to the support, please use the Virtual Agent and enter this exact phrase, "Talk to an agent".
Should you be encountering issues contacting support, you may try InPrivate Window of your browser, other browser, different device/s or connect to different network.

We strongly suggest that you try the same process again with the new link that we have provided in contacting our live support team about this matter. As they are the best option that we have right now. Given that only they have the necessary tools to fix your current problem.

Sincerely

Khou Sun

Microsoft Community Moderator

How can I speak to someone to have a warranty claim re-opened?