Original Xbox One Elite Controller Run around.

Warriorman0412 · Nov 8, 2019

Good Afternoon,

I just wanted to note how dissatisfied I am with Microsoft or Xbox Support's handling of an issue with the original Elite Controller. 4 months after saving money to purchase the controller the left shoulder button broke. To compare my original controller
is still working fine with the same level of use. I contacted support and was told that cannot be fixed and was specifically advised to "try a third party option" I did and the parts did not fit.

Then the policy on elite controllers changed to allow one replacement regardless of the issue so I contacted support again and was told yes they can do this if I pay for shipping. Since I was willing to pay a portion of any repair costs anyway I said
ok. But was then told that because I tampered with the controller (ignoring the fact that voiding a warranty for tampering is Illegal in the United States) They could not honor the offer. I pointed out that it was Xbox Support who specifically pointed me
in that direction in the first place and was told that it did not matter I was out of luck.

I paid $150 for an "elite" product and it broke 4 months in with normal usage. The support for it has been horrendous and I am ensuring I bring this up anytime the Elite controller 1 or 2 is mentioned as a potential risk with spending that level of money
on a Microsoft accessory. All I wanted was the controller I paid 150 dollars for to be usable and after years of hoops I finally gave up. I am disappointed in the run around I received, and disappointed in Microsoft and Xbox with their customer service
overall. I am not asking for anything as at this point I've already thrown out the controller since it won't get fixed, but I need to ensure your company understands the loyalty it is throwing away with the run around by support.

Attached are screenshots of support conversations showing one support rep telling me to check out third party options which linked to third party parts. Then a secondary conversation where I was told the controller could be replaced but wouldn't be because
I followed the instructions of the first support rep. I have chased this enough to where I am thoroughly frustrated and tired of running around in circles with support. At this point its just a PSA about what COULD happen if you spend money on the "elite"
line of products with Microsoft going forward.

Thank you and have a great day.

:)

XBF Amber M

Hi Warriorman0412,

Thanks for taking the time to post here in the forums. In regard to the Elite controller v1 and the FTC rules regarding opened systems, the controller is considered an accessory and not a system (console) and therefore does not fall under the same rules.
As this is the case, if you had opened the body housing of the controller, then it would, in effect, have been considered to have been tampered with, voiding any warranty for the controller.

We do understand that this is super frustrating and disheartening; however, we do highly advise that individuals not open their accessories or consoles (or modify their use), or attempt self-repair as it will void the warranty on many items making them ineligible
for repair by Microsoft.

Our most sincere apologies for any misunderstandings that may have happened in this being imparted to you by our support team and we hope that things improve for you in the future regarding our products. We'll be locking the thread at this time
but if you have any further questions or concerns feel free to come back to the Xbox forum (Do not repost the same question or thread as that would violate the
Xbox Forum Guidelines).

Thank you again for taking the time to post to the forums and happy gaming.

Tezzarrific

i have an original day one 2013 controller at home, that works perfect, every controller since the Xbox one s has come out get either stick drift on the left stick or bumber issues including the original elite.

I have a third party licenced controller, no issues (go figure).

i think as the left stick double as a click in which is mostly used for running in games causes this issue, but only on the official controllers.

MikePDaTruth

OP- Yes, all controllers from the original Xbox One (Elite included) will also work with the Xbox One S.

Korhog

my original Xbox one and x360 controllers feels good. But elite wireless controller crumbled (grips, bumpers, bottom pad)

XBF Diego M

Hi Pickle Rick8898,

I want to clarify what controllers have Bluetooth and which ones don't so there is no confusion. The original controller accompanying the original Xbox One console or the original Xbox Elite Wireless Controller (Series 1) does not support Bluetooth. Controllers
made after 2017 and controllers accompanying the Xbox One S or Xbox One X console, Xbox Elite Wireless Controller Series 2, or Xbox Design Lab controller support Bluetooth. A diagram showing what controllers have Bluetooth support and which ones don't can
be found here:
https://www.xbox.com/en-US/xbox-game-streaming/project-xcloud

If you have the original Elite controller, you cannot use that to connect to your phone via Bluetooth. If you have the Elite Series 2 controller, then you should be able to. The forums is a place to give advice or help troubleshoot an issue. If you have
a controller that supports Bluetooth, can you further explain what happens when trying to pair the controller to your mobile device? Do you have an Android or iOS mobile device?

Original Xbox One Elite Controller Run around.