Process for repairing or replacing peripheral

Crumblebutter · Nov 1, 2019

Hi all,

I bought a Microsoft Official Xbox One Black Controller in March this year and the left thumbstick has locked itself in place and so cannot be used. This is incredibly disappointing. I feel as though Microsoft's website is a mess so I am at a loss on where
to turn for support. I try and contact support and it redirects me to a virtual assistant that is broken. Sorry to ask but would someone please be able to advise me as to the workflow to getting support for this?

:)

choppyseize

Hello

Controllers come with a limited 90 day warranty. Anything beyond that and you will have to purchase a new one. Like all electronics general wear and tear will affect them differently. Things like controllers can also be affected by the users play style.

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.

However since you're past the warranty date there is nothing support will be able to do.

Crumblebutter

Thanks for the feedback, I appreciate it. I wasn't aware of the short warranty.

To be honest, that's incredibly disappointing to hear. 7 months of probably 8-10 hours of use a week should not be causing a £50 official controller to break, that's something I'd expect from a cheaper knock-off.

Thanks again for the info, have a great day.

Ricardo Lechuga

The process indicates the cost is for a replacement, not a repair, Xbox doesn't repair controllers

BusGod

That trigger has a problem. Very good video. Sounds like you need a replacement. I would start here for a warranty replacement:support.xbox.com/.../repair-process

BusGod

I would be concerned- its not normal behavior. I would contact MS and start a repair process or return the console for a replacement. support.xbox.com/.../repair-process

Process for repairing or replacing peripheral