Microsoft customer support feedback

Hey guys, just wanted to share my experience with Microsoft's Customer support, since they advised me to give feedback here.

In 2022 I bought an Elite Series 2 Controller from online Microsoft Store and they have sent me defect unit, with "A" button not registering press all the time. After that I have immediately contacted them and they have sent me a label and everything to send them the controller back. But unfortunately life intervened and I had to go urgently work abroad for 3 years until now and I didn't have the access to the controller to send it to them back. After I have come home recently I have immediately sent it to them with the shipping label they provided.

After that I was in touch with the hardware team via the email ticket from 3 years ago if they recieved the unit, which they said they had and that they cannot fix it because it is out of warranty and that they can fix it if I pay. Upon which they sent back to me only the case without the original box which I have sent it with (I accidentally sent it with the box, didn't know about their rules regarding that) and inside the case everything was thrown like junk, paddles and thumbsticks everywhere with a note that they cannot fix it, because it is not in warranty anymore.

So now I have the 180$ defect controller + no original box.

And original box I would have loved to have kept, since I like to keep original boxes of the products I have bought.

I have just been in touch also with Xbox Gamer Live agent where he transfered me to a Live Service Agent and they are saying they cannot fix it, even after I have asked for a courtious fix, since they have sold me a defect unit in the first place because of their strict guidelines.

I am very dissapointed, that nothing can be done regarding this. It is unacceptable that they have sent me a defect unit in the first place and not nothing can be done about this even though it was immediately reported.

Unfortunately I had to go and couldn't come home for years.

Microsoft should have some kind of guidelines implemented also for cases like this, to stand by their customers, since we are standing by them with our continuous support of buying their products for decades already. God only knows, how much money me and my family spent with them on Xbox + Windows products in the last couple of decades and they cannot even do a small courteous fix for me, for which it was not my fault in the first place

submitted by /u/Ic3man_SLO
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