I've ordered a controller replacement... Not sure how this works

Spatt11101 · Apr 23, 2023

As the title says, I ordered a controller replacement under my 90 day warranty with Xbox, but I'm not sure if they are the ones who send the replacement first or if I'm supposed to send the controller back and then I get a replacement...

It's been several hours and I haven't received the label pdf to print out, it's also not on my Microsoft devices list on my MS account.

(they also picked the wrong shipping address with a typo of my name but the address is still correct, so I'm not sure if my typo in my name is going to cause issues... probably not but that's not my main question)

So my main question is, do I ship my defective controller first or do they send a replacement first?

:)

Spatt11101

There's absolutely no option to select that matches my problem, nowhere do I see anything regarding missing Label .

Georges C.

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

My name is Welcome to the community.

Hello Spatt, If you have not received the shipping label to send your defective controller to Microsoft, you will need to contact Xbox support so they can generate the shipping label for you.

Go to: https://support.xbox.com/en-US/contact-us/

See the bottom left part of the page and make sure that the page has the correct region that you are in (ex: United States - English for USA)

If not, click on it then select the correct region that you are in.

Check and confirm that you are within the available time of support under Contact times.

Click Contact us

Select the drop-down menu options that will match your concern.

On the page, see the provided support articles that may help you with your concern. Click See contact options if further assistance is needed.

On the next page, select either Chat online or Request a call option then follow or enter the needed details.

Spatt11101

Yeah I can't get through this ridiculous Virtual Agent thing. Like MS doesn't want anything to do with customer support

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The email I received when I requested this replacement states

"We've created a replacement order for your controller to be sent immediately. In a moment, you’ll receive an automated email with order information, next steps and status of your order. You don't need to do anything else."

"You don't need to do anything else" feels like to me another way of saying "don't worry about the broken controller" But I don't know, frustrated with the whole link after link junk when trying to find an answer directly from a MS employee.

Smwutches

Choose any category/topic that will give you the options to contact support.

x24hrs2livex

If the troubleshooting guide provided does not work, make sure to register your console at
http://myservice.xbox.com. and order a replacement controller

I've ordered a controller replacement... Not sure how this works