Incorrect Warranty Replacement

emitche · Feb 11, 2023

Hello,

I recently requested a warranty repair or replacement for an Xbox wireless controller due to repeated connectivity issues w/ my Xbox Series X. Using the online system, I input the serial number and tied it to my Microsoft account. A return label was then generated and I sent the controller to Microsoft. Not long after I returned the item, I was returned a wireless controller ADAPTER.

I spoke with a customer service representative about the issue and they said they sent an adapter because I stated the issue was wireless connectivity. I explained that by the customer returning a controller, why would an adapter be sent while they have my controller? So they opened up an internal case to investigate. Almost 2 weeks later, they changed the original reason for the error and responded to me via email stating that they returned what they received.

In this and other emails they stated they tried calling me and leaving a voicemail, but could not reach me. I responded each time noting that I've neither seen a missed call nor a voicemail. This seems like some kind of strange scam, but the email address from MSFT is valid.

At this point I just want my original controller back and forget about the whole experience. Any guidance or recommendations would be appreciated.

Thanks.

:)

Smwutches

Unfortunately all you can do is continue working with support to try to get the controller back.

Miss Portia

We do not recommend skins for your console, as incorrect application or incorrect design may void your warranty.

MaskedG

I bought it directly from Microsoft also it is a battery pack for a series controller.

Thank you for responding

JosefLBohorquez

Hi and thanks for reaching Microsoft Xbox gamer's community. My name is Josef.
I'm an Independent Advisor and a Microsoft Xbox user like you.

Hope you're doing great today despite this Maskedg

Please answer the following questions to assist you properly :
What happens exactly when you try to register the serial? Are you receiving an error message?

Where did you purchased the accessory? Directly from xbox.com? Or from a third party sel What
Are you trying to register the controller from here, right?
https://account.microsoft.com/devices?refd=acco...

PS: Don't share your email or the controller serial number. Here in the forums no one can access / modify account details or similar due to privacy and security reasons

JosefLBohorquez

As far as I know the warranty for a replacement is 90 days.
But you can double check that with Microsoft

Incorrect Warranty Replacement