I can't open a new request for a Mouse Replacement. Help

Douglas S. Venancio · Feb 8, 2025

Can someone help me how to open a request for a replacement? I am following the Get Help on the Order History page, which the product that I have got deffect, and there is no option there to open a request!

My Case:

My Microsoft Wireless Mouse 5000 was having trouble with the scroll wheel a few weeks ago, which now is acting like crazy.

When I am scrolling up or down, the pages is not scrolling evenly, instead, it its going to both directions at the same time, so instead go down, it goes 2 lines down, 1 line up. So it looks like it is kicking.

I used compressed air spray and didnt solved the problem.

I do not eat on my desk or use a dirty hand on it.

I got this mouse from a replacement from another mouse (mouse and keyboard combo) that I had bought before, which the scroll just stopped to work, and before that happens, it was happening the same problem that my actual mouse is having now (going up and down).

What is happening with MS accessories? I have being using MS products for while, before that I had the same combo which I used for years, like 5, 6 years. Still have a great xbox 360 pc controller from 2014 that still working great. But new accessories are decreasing quality a lot!

Image removed for personal info by moderator

So at the Order History Page:

[mod removed - personal information]

Thanks

:)

Smwutches

As this is a support forum for Xbox, you'd want to contact Microsoft support for assistance with their accessories. https://support.microsoft.com/contactus

SwordofWhedon

whether or not you have dirty hands, all human beings have skin and oils and other things that get into devices especially on something like a scroll wheel where it is basically designed by its nature to trap things

compressed air would not deal with the problem, try some alcohol after you disconnect the mouse from all power sources. drip a small amount on the wheel and work it into the mechanism. It may take a little while because it has to dissolve the gunk that's in there

Microsoft accessories carry a 90 day warranty and you purchased this almost a year ago

Wille M.

I appreciate your quick response!

If you can't move the mouse on another PC as well, there's a high possibility that the problem is with the mouse.

Is it possible to borrow a USB mouse from a friend, just to test it on your PC? If the mouse works completely, unfortunately, you will have to replace the faulty mouse.

Hoping that everything works out for the best.

I hope I helped you. Hugs!

Georges C.

Hello, first it's a pleasure to be able to help you today.

My name is welcome to the community.

Hello Vanessa, unfortunately after a code has been redeemed it is not possible to transfer it from one account to another, if it is an ideal game is to put the account as principal in the console so that the correct account can have the game, if it was a Gift card, make a purchase as a gift to the correct account of your son.

Mila.L - MSFT

Hi，Douglas S. Venancio

Welcome to Microsoft Community.

We are very sorry to learn that your unit is in need of repair.

If you need to obtain service for your equipment, please review the links below for information:

Check your Microsoft warranty and create service orders - Microsoft Support

In the meantime, the community forums cannot access and save your account information as well as subscription order information due to privacy restrictions, so we recommend that you contact the specialized support department to investigate your repair issue in a separate window, so that your privacy is not compromised, and your problem is more easily solved:

Hardware warranty, services, and repair

Looking forward your reply.

Best Regards,

Mila.L-MSFT| Microsoft Community Support Specialist

I can't open a new request for a Mouse Replacement. Help