Poor customer service

In November I purchased an Xbox one in the United States and brought it back with me to China, which is where I live. After a few hours of gaming, the B button on my controller got stuck in the "down" position. I quick internet search revealed that this
problem is not unique to me and it is not repairable. So, I contacted their customer service and they told me that my controller is under warranty, so "all" I have to do is send it back to them and they will send me a replacement as soon as they receive the
defective controller.

Let me remind you that I live in China. They want me to send back the defective product--their fault, not mine--on my own dime (it's not cheap to send personal mail between China and the United States), then wait until they receive the defective controller--which
will take a long time--before they will send me a replacement.

I suggested that they send me the replacement controller along with an international return shipping label first, then I will send the defect back to them in the box that the replacement came in. This is perfectly reasonable. Companies with good customer
service do it all the time. They said they "couldn't" do that. They're Microsoft, one of the wealthiest, most powerful companies in the world. They can ship anything anywhere. If Bill gates wanted to ship an ocelot to Siberia, he could make it happen. It's
very amusing and annoying to hear them say that they "can't" honor my request.

Has Microsoft always had such poor customer service, or is this a new thing?

:)