Microsoft Complete Protection Plan not applying to repaired devices

cemicolin · Apr 4, 2023

Hello,

I purchased a Microsoft Complete for Xbox Elite Controller with Accidental Damage Coverage with my Elite 2 Controller. I've had to send it back and received a new controller back with a different serial number. However, the coverage does not apply and if I want to use the warranty again I have to call Microsoft and be transferred to various departments for 45 minutes until it gets figured out. I have to do this a few times a year as the stick drift on the refurbished devices I receive starts within 2-3 months.

How do I fix it so that the repaired devices I receive fall back under the extended warranty? I have already tried calling the normal customer support, xbox customer support, online chat, store support etc. and have spent many hours on the phone, where else can I reach out to?

Thanks!

:)

Georges C.

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

My name is welcome to the community.

Hello Cemicolin, I am sorry for what is happening with your controller, however for them to be able to help you you will have to contact Xbox support again.

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.

Georges C.

Hello agaon, choose another subject so that it can be attended to by a support agent.

cemicolin

I have done that multiple times, and it always ends up with Xbox support transferring me to Store support back and forth for hours. It says I have no options for the controller because the warranty is expired, despite having Xbox Elite Controller with Accidental Damage Coverage. Without it showing correctly it blocks all my support options.

MBButler

Hey Lonewolf F12, Congratulations on your XBOX One TB Console Purchase!

If you live near a Microsoft store you may be able to take your amazon receipt within 45 days to get a plan but it seems you can only get it from a Microsoft Store.

See Below-

Microsoft Complete Protection Plan :

Microsoft Complete for Xbox One

Microsoft Complete is an extended service plan that provides a total of three years of coverage for your Xbox console and Kinect sensor. Additionally, Microsoft Complete provides warranty coverage for two controllers.

Note Microsoft Complete is only available at the time of console purchase from the Microsoft Store. However, if you live in the United States, Puerto Rico, or Canada, you can add Microsoft Complete for Xbox One up to 45 days after you purchase your
console from an authorized retailer. Just bring your proof of purchase and device to a Microsoft retail store for inspection. Some exclusions and restrictions apply. http://support.xbox.com/en-US/xbox-one/warranties-and-repair/complete

You also may want to check the Xbox Warranty and Registration FAQ: http://support.xbox.com/en-US/my-account/warranty-and-service/warranty-and-registration-faq

xSIN1134x

I did the warranty through Microsoft, like 75 bucks after tax and protects console, kinect and 2 controllers for 3 years (2 years plus the 1 year from purchase. Must be within 45 days from purchase date.

Microsoft Complete - Xbox One - 2 Year

Covers hardware issues for 2 years from date of device purchase. In the event of a device malfunction, plan provides an Advanced Exchange replacement option at no additional charge (no upfront charge; credit card hold required and charges apply if original
unit is not returned). Also covers up to 2 controller replacements during the coverage period. Exclusions apply. Review contract terms and conditions for detail.

Microsoft Complete Protection Plan not applying to repaired devices