Melted Controller and complaint not taken seriously

I logged a complaint about my controller melting requesting a call back and this is the outcome, this is a concern as the controler melted relasing noxous fumes into my property, had i not have noticed this it may have set fire causing risk to my family
and home.

I have recently received a call from the escalations team who basically have not been as helpful or considerate as I would expect in this situation.

They have requested that I return the melted controller to them – I have stated that I want this controller back for 2 reasons



1.
If I need to pursue this further I will need the evidence available

2.
This was a limited controller and they are unable to confirm at this stage if they are able to replace it as a like for like – being a console collector the different versions of console and associated hardware is important to me.

Your escalation team have given me the following options:

1.
I return the controller and they perform an inspection and send me a replacement pad. This is not guaranteed to be a like for like replacement and may mean I get a standard pad in return for my limited edition pad (this is not an acceptable outcome as I have
already lost a limed edition controller in this way as this happened with my day one pad) in addition they would not be willing to return the faulty pad to me as evidence should I wish to pursue things further.

2.
I return the controller they can perform the inspection and they can return the controller to me (although it may get damaged during the inspection) – if I pursue with this option there would be no replacement controller provided by Microsoft.

3. I do not return the pad and there is nothing that they are able to do.

If I am honest it feels like Microsoft do not want me to keep the evidence of the issue and that they are glossing over it and looking to force me into sending the pad and allowing you to keep it.
I know that this is not a one off and also know that this has happened to other people resulting in damage in the exact same location. Please see
which also has a string of comments
from other people experiencing this issue. With this in mind I have stated that I am concerned about my other products and requested a statistic of how many controllers have been returned with this issue.

The manager said he would not be able to divulge this information as it was personal data to other people, I pointed out that I do not require any personal data but have asked for a figure of devices
suffering the same fault.

I have requested that I have confirmation of the ability to return my melted pad to me post inspection undamaged but the manager said this could not be guaranteed.



So in my opinion Microsoft appear to think it is ok to:

1.
Not replace like for like (possibly for a second time)

2.
Try to keep evidence of faulty hardware (by stating they will only replace it if they can keep the faulty product)

3.
Not be willing to share information regarding faulty products so that consumers can understand the risks of having the hardware in properties

I would very much like to hear your views on the above.

:)

 

Hacker on BF3.

The complaint will be taken very seriously.

-

Don't expect instant action though. The Enforcement Team get thousands if not hundreds of thousands of complaints each day and all must be investigated.

 

Orb Play And Charge Kit

Recently, I was charging my Xbox controller using my Orb Play And Charge Kit. As I went to unplug it after around 2-3 hours, I guess I didn't take it out properly because before I went to bed, My controller was melted!!!

Please give me some advice.

All the best,