Problem with raising service order for Xbox Controller

mikewilliams_425 · Jan 10, 2022

I have a controller device registered to my MS account which is still in warranty and is no longer working. (Issues with two of the buttons)

I have been trying to raise a service order via Microsoft account | Devices. However, when I go through the process to 'start order', I always face a problem when I get to this part of the order – “Select shipping address to see available service options”, where there is no address available to select. The profile for my MS account has up to date address information.

The only other option on the ‘select shipping address page’ is “Enter a new address”. When I try this, it loads an error page saying "sorry, something went wrong"

The above happens consistently and has been doing so for a week now. There doesn't seem to be any other way I can raise the service request, i.e. an email address or anything, as far as I can see anyway. If someone knows differently, I'd be very grateful.

:)

Den DZO

Its a complete joke! why are support on this forum avoiding helping us with this?

I just cancelled my order with the hope of starting again but now it won't let me add an address. just ANOTHER USELESS ERROR MESSAGE!

Sorry, something went wrong.

We're not sure what happened but refreshing the page may help, or try again in a little while.

TraceId: OiIVaYzTsECUN1J+.8.183

the elz

I have same problem, since the series S update 2 days ago. The controllers constantly disconnect (yes everything is up to date, tried restarting console, pairing, even tried Xbox 1 controller, same problem, so must be the update)

When raising a return, it insists on a new address, then it crashes, saying something is wrong. I'm in the UK.

mikewilliams_425

Yes exactly, that is my experience too. The callback feature doesn't work but it doesn't tell you why. I hope I have now got somewhere though because the bot eventually sent me this link - Request a controller replacement (microsoft.com), which seems to allow me to request a replacement.

Georges C.

Hello again Mike, after going through the chat bot you will be attended to by a human, explain your case and ask them to open the service order for you.

mikewilliams_425

Thanks, but so far I have only been able to speak to a chat bot who doesn't understand what I am saying. Is there an option for a human interaction?

Problem with raising service order for Xbox Controller