How do I get someone at Microsoft to do an internal investigation?

Basically, here is my situation:

I sent an Xbox elite controller to be repair/exchange. I was sent back a controller of less value(standard controller) . A rep. name Sal told me that Microsoft would send me a second standard controller basically saying (2 standard is equivalent to 1
Elite controller). I told him that was not the same if I can't get my Elite controller fixed and Microsoft does not make them anymore than send me a Xbox Elite II controller. The person that was so to approve this, now claims that I sent in a standard controller
that why I received a standard controller. I can't believe the error that your reps seems to be incompetent and help come to a mutual agreement. The worst is I have been a xbox customer since like 2005 or before. I can't believe I am getting treated like
this. I feel as if Microsoft has created an environment that has the customer feels like he is a liar and cheat.

:)