MS is refusing to replace a controller I ordered, which was received with a black burn...

Thank you for your reply. That really stinks. It shouldn’t be legal. I’m sure it is illegal, in fact, but I suppose not enough people have complained about it. If someone custom orders a vehicle and it comes in with trash in the paint, it is the dealerships responsibility to correct that issue. Can you imagine going to a dealership, ordering a vehicle and paying additional money to have it painted in a specific color, it comes in with a scratch on the bumper and the dealership refuses to fix the issue even if you offered to pay for it? I see no reason that Microsoft should not be under the same liability to resolve any issue in any product that they ship. Especially ones that are purposefully built for aesthetic perfection.

I know it will not help, but I am definitely reporting Microsoft to the BBB for this. It would definitely not be something that the BBB would find acceptable, and if they had enough cases Microsoft would be forced to be honorable about these situations.

I’m sorry you had to deal with the same situation. I was going to order myself a custom controller at the beginning of next year (the one I ordered is for my girlfriend), but now I am concerned of what I will receive in the mail. I am a major perfectionist. Details are very important. Flaws in any aspect get under my skin when it comes to something I pay for. I don’t mind something eventually getting scratched, worn out or even eventually broken, but I want to be the one who wore out the product. I do not like paying money for a brand new product that already has a problem to any varying degree.

Hi there Bat welcome to the community forum! Christopher here, an Xbox fan just like you and has been on Xbox for years already. I would really love to make your day by helping you out. Unfortunately, I had a similar problem with my controller, at least I got a conclusive answer, they do not replace controllers due to cosmetic issues, a bummer I know, but, that's the answer I got, my controller was delivered with a shade of weird colors different from the ones I have chosen.

They don't typically replace things for cosmetic issues

It would have to be a serious fault

Cosmetic isn't a fault for warranty

And you are going thru the wrong proccess

It's not a warranty issue because it's a cosmetic issue

If you want a refund you must go thru the ms store policy not xbox support

If they deny you you have to reply to the email but again as mentioned you are at the mercy of the policy

Cosmetic isn't a valid claim because for all they know you could've done it

I also offered to pay them more money to replace the triggers. So, this is not about them not realizing that they did in fact ship something with an aesthetic flaw. They will not even fix the issue if I pay them more money to fix the issue. Something must be able to be done about this.

This product is custom designed via the customer’s aesthetic desire. It is to be exactly as ordered, for every part to be represented as the pictures represent them, or the item should not be shipped. A custom order is a very specific order where aesthetics are the highest reason of the money spent. Being shipped with an aesthetic flaw is the highest reason that I custom item would be desired to be returned.

They can see that the item has never been online, and they can see in their records that I called immediately after receiving it. There is no possibility to assume that this issue were fault of the consumer, But assuming that it could possibly be my fault is not even the case. They simply will not even honor fixing this issue if I pay them.

No fixes. Had to buy new controller. MS refused to replace.