I sent my controller for repair and Microsoft has lost it

Hello Gibrietas,

We really appreciate for your time and understand what you are feeling right now. May we know what country or region you are physically located, so we could check and assist you better?

Thank you for your patience.

Kind regards,



Xbox Forum Moderator

Microsoft Community

Hi Gibrietas,

Thank you for posting Xbox Community Forum.

We totally understand your concern right now and would like to sincerely apologize for the inconvenience that this has caused you.

As per description it's been 2 months already that you sent son's controller for a repair, and you got no update regarding of the whereabouts since then. Also, you made mention of trying to contact our Live/Virtual support, but you failed to connect with them. However, we have realized that this issue of yours would be dealt better by our live support team so that they can properly check what’s going on with your device and applications. They are more equipped with all the tools and resources to get your problem diagnosed. Kindly follow the steps below to contact our live support team. Let me walk you through on how to contact support.

Visit to the link: Contact us | Xbox Support

1. Select the " See Contact Options" or "Request a Call" button
   
2. Select the following drop-down menu options in the following order:
   What are you having trouble with? - Hardware & Network
   What's the issue? -Warranty service repair
   
3. The third box will ask you to describe your issue "XXXXXX" and then select the "Next" button.
   
4. 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.
   
5. 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. Make sure that you are on the region page of your exact location.
   

We hope it worked out well for you. If not, please reply back to this forum to let us know.

We will be glad to follow up and help you.



Sincerely,



Xbox Forum Moderator

Microsoft Community

Hello Gibrietas,

Thank you for your response. Allow us to investigate further why you were not able to contact our Live support.

We will get back to you as soon as we have feedback regarding the issue.

Best regards,



Xbox Forum Moderator

Microsoft Community

Hey, so I've tried the automatic status based on the return number and it tells me that no return matching that number exists.





I get this response every single time. Yes the number is correct, I copied it directly from the email, and have checked it multiple times, my repair order cannot be found.

And, as for contacting, as I said in the original post:

I tried to arrange a callback through the support website, but it keeps failing, I've tried several dozen times and the virtual agent keeps having an error so will not call me.

No amount of trying to get the request a call functionality to work, it does not work, it is busted. It does not work. I have been unable after dozens of attempts at entering my phone number to request a callback, to actually get the virtual agent to not throw an error and tell me there is an error.

I have given my email and phone number _twice_ to Xbox support on twitter (@XboxSupport) and not a single person has contacted me on the provided email or phone number.

Hey any response here, I'd like to know what's going on?