Problems with requesting a Replacement Controller - What to do?

Hello everyone,

As of today, my xbox controller has some issues with double inputs on the DPad or lack of input, in addition to a shoulder button which is rather stiff as well. I wouldn't dare to open it so I decided to seek ways of repairing it, especially as I have had this controller for only a bit, so it fell under warranty.

Looking for options, I came across this replacement program within Xbox, so I applied to it as when inputting my controller ID (09VR0595745133) it came off as still in warranty. After an email, I was told to submit some evidence, and as of now, I haven't been accepted or denied for a replacement controller, and it's been almost a week. I'm not sure if it is supposed to take longer to get said answer, but either way, it makes me nervous. My ID for this request is 7005322419.

I tried calling my local Colombian Xbox support office and the first person hung up on me after I asked a question, speaking softly to the point I couldn't hear what he was saying.

The second person I called said my controller wasn't within warranty (I'm attaching a photo taken a bit ago that said otherwise) and only believed me after she went through the same site and inputted the ID herself. She said they'd call me back in an hour with an answer but there was no response either. Now when trying to get the office to call me through the Xbox website, it says there's a problem on their side. I don't know what to do.





After checking with an Xbox Gamer, I was told that I should just send a new request. However, when I tried doing this it said I had submitted one already (which is untrue) within less than 72 hours, and that I should wait before trying again.

I'm unsure if this process is supposed to take this long or not, but this is why I'm here, looking for answers. What should I do with this controller? Is there a way of contacting Xbox regarding specifically the request?

:)