How do I even get support for a broken controller?

CarsonMoseley · Apr 22, 2020

I got a new Xbox One controller that was used solely for PC gaming with Rocket League at Christmas. In early March, the left bumper started malfunctioning, and within two days worked less than 50 percent of presses. Due to all the COVID-19 panic, I had to
move out of my apartment in Alabama and thought I would handle the issue when I actually had time. Now that I actually have the opportunity, the website presents absolutely no help on how I can resolve this issue.

Yes, I went through the 'troubleshooting' and know 100% the controller is malfunctioning. No scratches, chips, or any other defects, as it has been taken care of and looks like it was just taken out of the box. There is no support email, and I do not have
hours to sit around waiting on support.

As a consumer of Microsoft products for over a decade, I am thoroughly disappointed with the lack of resources on how this issue can be resolved. I don't even know where to begin to send the controller back. I need
the help.

:)

FabryZio3

Hey there

You have to request the repair directly on the webpage

T3chnlgydude

Live chat is normally the option I use as you get connected directly to a support agent. The call back feature is used and recommended by many lately though

CarsonMoseley

So waiting for a call back or chat is the only solution? There is no other way to message?

Smwutches

This will walk you through how to send in a controller for replacement https://beta.support.xbox.com/help/hardware-network/controller/controller-warranty However,
if it is out of warranty, you may have to contact support directly for help setting up the replacement. Support no longer uses email so you would have to request a call back or chat with them at http://support.xbox.com/contact-us (if
you're not seeing those options, change your category/topic. billing options will almost always give those options)

CarsonMoseley

I just want to highlight a few things here. There are multiple XBOX AMBASSADORS replying to the post, the likes of which having different answers; this points to how poorly run the support section is. If even they have different answers, how do they suppose
the consumer feels?

That being said, I blame none of you; I recognize you are all volunteers, and I really do appreciate your efforts to help. This is out of your control. However, Microsoft should consider changes, as this is atrocious.

How do I even get support for a broken controller?