I ordered a replacement controller and finally got a email saying they need to controller...

Un-freaking-believable.

History says if I do this I will be shipped a standard replacement controller (my roommate used Xbox Labs a long time ago, got one with broken shoulder buttons, got a standard controller as a replacement). A quick review of the warranty also says if I choose to process a repair with them I will receive a refurbished replacement.

I want the CUSTOM ENGRAVED controller I ordered.

I paid $80, how do I go about initiating a replacement that will get me the controller I ordered and not an standard black controller that I could get for under $50 at the local store? Barring that, how do I get a refund?

I've got a floppy LB button on mine as well. Already created a replacement order, but I only have one controller (and only NEED one controller in my household) as well. And as I'm still waiting on my advance replacement for my console I'm not too excited
about sending off my one controller for a replacement.

Got it. If that is the case, try checking if the controller needs and update by going to your settings. And if it is already updated and the issue is the same, check for the controller warranty by registering it here: https://account.microsoft.com/devices and you can process an order there as well for replacement or repair.

Hello again,

The reason for asking what issues were being experienced when attempting to connect it directly to a device is to confirm if it is indeed the controller that is at fault for this process not working.

If you've determined that the controller is at fault, a suggested replacing of the controller is in order.

Within our Xbox One wireless controller solution the following is stated:

Step 6: Your controller needs to be replaced

Your controller needs to be replaced

Unfortunately we’re unable to fix the issue with your wireless controller, and it will need to be replaced. Click
Replace your controller below to check your warranty and initiate an exchange.

REPLACE YOUR CONTROLLER

It will link you to this page, our request an Xbox controller replacement support article.

Best wishes!

I'm Samy an independent advisor.

Welcome to the community. How are you?

As you mentioned that the controller is under warranty, the best thing to do is order a replacement controller. I recommend trying to open the replacement order again for your controller.