Microsoft did not send me a replacement controller and now wants me to pay for a repair

LoudGotMeLifted · Feb 4, 2022

As stated above, I’m having some issues here. So Microsoft was supposed to send me a replacement controller (“replacement” is the word they used in the email they sent to me) back in August but they sent me the original back. Of course I didn’t look at the serial number before I dove right back into gaming when they sent me the “replacement” controller. I had been having some issues with some controller functions for a while but haven’t had a chance to try to check out the warranty status until recently. I quickly realized this is the original controller and that I never received a replacement. I spoke with 2 agents about this today. I told them the email said it was supposed to be a replacement and even has the new s/n. The 1st agent listened to me explain my situation for about 20 seconds and cut me off before I could finish. I tried to explain again and she acted like we had a bad connection and hung up on me. The 2nd agent said he could hear me just fine so I began to explain the issue to him however he told me there was nothing I could do. Apparently you have to send in the same device 3 times during the 1st year of use to receive a replacement. That’s not what my email said. He also said there was no one else I could speak with about the matter. The warranty for the original controller (the one in my possession, they did not send a replacement) ran out in November and now I’m kind of peeved that they’re saying I need to pay for a repair when they didn’t even send me a replacement in the first place. So my question is, is there any further action I can take? Possibly even legal action?

:)

XBF - Hayabusa

There are two possible repair scenarios: Standard Exchange and Same Unit Repair. Same unit repair is when devices are extensively tested, cleaned, and repaired using Microsoft genuine parts. Devices will go through four passes of complete component testing and will be repaired.

However, according to the request, 02630096595028 was your original serial number.

02630061232111 is the replacement. If you have proof of purchase showing that 02630061232111 was the original controller then you can go to Contact us | Xbox Support and show them there may have been an error.

The Warranty post-replacement is 90 days or the remainder of the warranty, whichever is greater. You can check the warranty on your controller by going to https://account.microsoft.com/devices

Regards,

Hayabusa

XBF - Hayabusa

Thank you for your reply.

According to the file, it shows your updated serial number is: 02630061232111. This has replaced your original serial number 02630096595028.

They do look very similar in the beginning. If you have a copy of the receipt from the original purchase, or the original box the controller came in, you can compare the serial numbers.

-Hayabusa

XBF - Hayabusa

Hello LoudGotMeLifted,

Sorry to hear about your controller and replacement issues.

What was the original serial number for the controller you sent out?

Joshua_Law

I got my controller back and the left stick was still stuck. I don't know If they test the controllers(obviously not) but I do know that if they couldn't fix the controller(which they didn't) they would replace it. I didn't get a replacement, my controller wasn't repaired. An series 2 Elite controller is quite expensive I don't understand why they treat It likes it's nothing. I'm not made of money, please someone help me.

LoudGotMeLifted

So why was I told I was getting a replacement controller? One with a new serial number. They sent me the old one with the old serial.

Microsoft did not send me a replacement controller and now wants me to pay for a repair