My Elite Controller Series 2 is damaged and I can't arrange a repair

born2beslicker · Apr 16, 2020

I have been trying to deal with this for over an hour but the Microsoft Support website is so badly designed that I actually physically cried out of frustration.

The rubber cover on the hair-trigger lock has popped off. I can stick it back on but it doesn't reliably sit making it difficult to use. The controllers also have stick-drift. Despite my controller being in Warranty until 2021, when I try to arrange a repair
it says I am out of Warranty and need to pay £93 to get it replaced. I try to put in my address and it says there is a problem with my address please select one of the following saved addresses. One of these says I live in Argentina - which I do not - but
my UK address simply refuses to work on the repair form.

I have tried to contact an Xbox Support Agent but it keeps saying that these issues are not acceptable for a phone call or a text chat and I get transferred to an Xbox Ambassador. They recommended that I file for a refund as I bought it on the Microsoft
Store but the Order History page doesn't have the option for a refund. So then I try to phone Xbox Support and it says that I need to request a call on the website and it hangs up (the website doesn't allow me to request a call).

So I manage to track down the phone number for Microsoft Store and I actually talk to a human and she said she would transfer me to the Xbox Hardware team and SHE HUNG UP ON ME! Now when I try to phone back the call automatically disconnects! OH MY GOD!

To summarise (TLDR):

My Elite Series 2 Controller is damaged and needs replaced

My address won't be accepted by the repair form

The repair system thinks I am from Argentina when I am not

Despite being in Warranty, it is asking me to pay for an Out of Warranty repair

I cannot speak to a real person through the Microsoft help and support system for an hour

Xbox Ambassadors cannot help and they have never once been able to help me for years when I have had issues

The Xbox Support phone number doesn't accept incoming calls

The Xbox Support doesn't allow me to arrange a call or text chat to help

The Microsoft Store won't allow a refund through the website

The Microsoft Store customer support agent HUNG UP ON ME

Please, put me out of my misery. I need help. So many things are wrong and not a single one allows me to talk to somebody directly to get it sorted.

:)

born2beslicker

Hi there,

I'm aware of the website. I was on it when I had the issue that I put the following in my post:

"Despite my controller being in Warranty until 2021, when I try to arrange a repair it says I am out of Warranty and need to pay £93 to get it replaced. I try to put in my address and it says there is a problem with
my address please select one of the following saved addresses. One of these says I live in Argentina - which I do not - but my UK address simply refuses to work on the repair form."

I am questioning if you read my full post as you're only giving me information that I made clear that I knew about.

choppyseize

Hello

The link explaining how to request a repair is here

Keep in mind that things are delayed with the current state of things.

Alternatively you can request a free call-back by signing on at
https://support.xbox.com/contact-us and selecting Billing. When prompted to speak to a virtual
agent, decline it. After answering a few more questions, you should get the option to request a callback.

mehly

I have exactly the same issue with the new Series 2 controllers. I ordered the Electronic Volt version, but had to refund it because of the mentioned problem. Then I ordered the Xbox Elite Series 2 controller, thinking a 150€ controller sure can't have these problems, but I was wrong.

So here I am, stuck my old Elite Series 1 controller that still works after several years, but starts to show wear, and I can't upgrade to Series 2 without winning the series-2-build-quality-lottery.

CCN_HsK

your elite series 2 need repair...

about elite series 2, I think this has more problem....

I have 2 elite series 2, my rubber knobs on the hair trigger locks came off too.

And My 'A' button is very bad..

MarvinaPerez

Hello RAVEN,my name is Marvina, I will be happy to help you.

I am very sorry to hear that you are having problems with your Elite Series 2 controller. Here are some things you can try to fix the problem with the dpad:

1. Check the flex cable. The flex cable is the one that connects the dpad to the controller motherboard.

If the flex cable is damaged, it may cause problems with the operation of the dpad. To check the flex cable, you must disassemble the controller. Once you've disassembled the controller, you can inspect the flex cable for damage. If you see any damage, you should replace the flex cable.

2. Check the click switch. The click switch is what makes the click when you press the dpad. If the click switch is damaged, it may cause problems with the operation of the dpad.

To check the click switch, you need to disassemble the controller. Once you've disassembled the controller, you can inspect the click switch for damage. If you see any damage, you should replace the click switch.

3. Clean the dpad. If the dpad is dirty or greasy, it may cause problems with the operation of the dpad. To clean the dpad, you can use a soft cloth and some ********* alcohol.

4. Recalibrate the dpad. If you have tried all of the above and the dpad is still not working correctly, you can try recalibrating it. To recalibrate the dpad, you must follow these steps:

Open the Xbox Accessories app on your Xbox console.

Select your Elite Series 2 controller.
Select "Calibrate."

Follow the on-screen instructions to calibrate the dpad.

If you've tried all of the above and your dpad still isn't working properly, you may need to send it in for repair. You can send it to Microsoft or an authorized repair center.

Here are some additional tips for disassembling and reassembling the Elite Series 2 controller:

Make sure you have all the necessary screws and parts before you start.

Work in a clean, well-lit area.
Be careful not to damage the internal components of the controller.

If you're not sure how to disassemble or assemble the Elite Series 2 controller, you can find instructions online or in the controller manual.

Source: https://support.xbox.com/help/hardware-network/controller/get-to-know-elite-series-2

These are basic solutions to these problems, but they can lead to a solution, remember that this is a public forum where we are players like you who want to help, good luck and happy day.

Sincerely,
Marvina.

My Elite Controller Series 2 is damaged and I can't arrange a repair