Just sent in my 3rd Xbox Elite Series 2 - I am beyond frustrated with Xbox support

Just bought a Xbox Elite Series 2 controller, and I was sold. I loved the feel of the whole controller, the adjustable thumbsticks and shoulder buttons. I loved the paddles, the dock and the looks of it. The
feel of the grips, and tactile buttons and paddles was just perfection. The analogs feel so much better than the standard ones. And it looks clean af. I loved it so much I sold my old controller the day I got it, even before using it.

The troubles started when I first noticed that the right button on the D-pad was loose and flappy. Well I don't use it that much, so I just let it slide. Then I realised I was missing dodges on my game a lot.
I went to test the controller and sure enough, the A button was missing presses. I honestly tried to live with it, and just tried pressing the button harder, but it still missed sometimes.

So I had no choice but to send it back for an RMA. To be fair to Microsoft, the RMA process was really good. And within a day I had someone come pick up the controller and send it back. So I waited. FOR A MONTH.
The controller came back and I was so happy to be back to gaming, but guess what?

Yep, it's the same old issue again. I contacted support and the lady was well-nice. She explained that the recent coronavirus had delayed the shipping, and she would contact the hardware team to pay special
attention to my case and make sure the controller was ok before sending it back. She even offered me a free subscription to Xbox gold or something, which I rejected as I didn't need it. All I want is a working controller. So I sent the controller back again,
and this time it came back in a week.

Well what do you know? It has the same issue AGAIN. I contacted support again, and this time Evangeline assisted me, and again I got the answer that they would contact the hardware team, and get back to me.
I also offered to drive down to the service center if it would mean I can do an exchange on the spot and save everyone's time and money. I just wanted a working controller.

After our conversation, Evangeline sent me this email:

"We were able to get your issue with your controller after being sent, and still the same. What we did is to escalate the concern
to our Hardware team for further action. Please keep an eye on my email and don't hesitate to email me back if you have any question or concern."

Ok fair. So I waited again. After a few days of not receiving any reply, I emailed in asking about my case, and Evangeline replied saying

" I have get in touch with our Hardware Team and they further review the case for you, now what we will be doing here on my end is to create a replacement order and so it will have a full attention
as I know that you are very eager to have a working controller. All I need is your updated shipping address."

Ok here we go again, the replacement order. So i did exactly as told, and reiterated my question to her again.

"Hi Evangeline,

I have attached the screenshot, so what happens now? The last time your support staff also sent me a replacement order, telling me a memo will be sent to the hardware team so they will put more attention to it, but all I got after a week is just
yet another faulty controller back.

This is my 3rd Elite 2 controller and I am really getting frustrated. So pertaining to my original question, can I just drive down to the service center at 12 Arumugam Road and do a one-to-one exchange on the spot? It is now 1.5 months I had spent
so much on a controller and I still have nothing to use."

After waiting 2 days with no reply, my postal company suddenly called me again saying they are sending somebody down to collect the controller. Ok, so Evangeline has just created a replacement order for me again, with no answer to my question which I had
been asking since I started chatting with her. I told them they can come and collect it tomorrow, and I sent another email to Evangeline:

"Hi Evangeline,

Is it normal for Microsoft support to not reply their customers? So other than creating a replacement order which has already been done THREE TIMES since I bought the controller is there any assurance that I will get a working controller?

Has my request to drive down to the service center at 12 Arumugam Road had any reply? Is there anyone else I can talk to if you can't help me?

I just want a working controller, I can't believe how hard it is to get that from you guys."

After a day, here's the reply:

"Hello there, I would like to inform you that we were able to create a repalcement order for your controller, let me know once you were able to send us the defective one so that I will go ahead and inform you our Hardware Team. Please keep an eye
on my email and don't hesitate to email me back if you have any question or concern"

I CANNOT BELIEVE IT. It is like talking to a brick wall. I am honestly going to let it slide if she even told me "oh sorry that is not possible, just send it in". BUT NO. She blatantly ignores questions and just pastes standard replies. So seeing that I
am not going to get anything out of her, I just let the postal guy collect the controller this morning.

This is going to be my FOURTH controller. Tbh I love everything about the controller, and I just want a working one. I had been out of a controller for about 2 months now, since I sold my old one when I bought this. I had tried to be as civil as I can, to
be understanding that a faulty controller can't be helped, and maybe getting a faulty one THREE TIMES IN A ROW is just plain bad luck, but customer service like Evangeline just pushes me over the edge, which is why I am posting here now. Because I hope Microsoft
will see the state their customer support is like, it really is a shame considering this controller has the potential to be the absolute best in it's class.

:)