Replacement of a defective Xbox One "Elite" Controller

After purchasing the Xbox One Elite controller day one it came out it was great I thought M$ improved on an already great controller. Well 72 days after I had the controller the left thumb stick failed and I could no longer use the controller.

So what could I do...I sent in the controller to be replaced, paid for shipping, did not have to pay for the replacement due to the controller was still under the 90 day warranty. on 1/22/16 the brand new controller was sent out to me and 4 days later I received
it, working great...or so I thought at the beginning! 54days later.....JUST 54 DAYS, the left thumb stick fails on me AGAIN, on a NEW controller.

Here I thought these "Elite" controllers were supposed to be made with metal parts...parts that were stress tested beyond what a player would put on the controller and yet the thumb stick fails AGAIN!

So what would I do...call into Xbox support again. But wait this time it is a different story. This time I am not going to pay for shipping on a NEW replacement defective controller that was shipped to replace a defective controller. The very nice rep told
me sure...no problem I will take care of that for you. She set up the order and I made sure before I disconnected from the line that I would receive a shipping label to my email.

Well sure enough I did not receive a shipping label, so I called back and spoke with another rep, and that other rep told me that the shipping label was sent to the wrong email address. So I gave him the correct email and also another email to send me the label.
Come 24 hours later still no label. So I called back...again...only to find out oh they can't email a shipping label for a controller(even a 150$ "elite" one) and that I would have to pay for shipping, and the rep canceled the open service order, and promised
that he would correctly recreate a new service order. I had to call back again next day and find out that rep in fact DID NOT create a new service order.

At this point I was fed up, requested to speak with a supervisor and they proceeded to inform me that they could not create an order to make it so I wouldn't have to pay for shipping, so I requested to speak with his manager and he promised that I would get
a call back on the following Monday 3/21/16. Well Monday rolls around no call and I have to call in once more this time I requested a supervisor strait away and got a VERY RUDE supervisor who preceded to tell me that he will not help me and that this NEW controller
does not come with a NEW warranty.

Explain that to me how a completely NEW DEVICE does not get a NEW warranty...especially a device that costs 150$! That is HALF of the cost of a NEW Xbox ONE console now!

So I get fed up with that supervisor and disconnect the call and then call back to get another supervisor for 1 to complain about that other supervisor and 2 to try to get some sort of answers and help to get a defective controller replaced that was sent to
replace the first defective controller!

This new supervisor then proceeds to explain to me that I could only have an Xbox "Elite" Controller replaced ONCE! And if that second controller were to say have the left thumb stick fail again, you would be SOL, and you would have to BUY a NEW 150$ "Elite"
Controller.

Here is my feedback...you ready for it...THIS IS B.S.! I should not have to buy a NEW controller to replace a DEFECTIVE controller that was sent to me from an Xbox Service Center to replace a DEFECTIVE controller!

This is despite the fact of having to call back 5 times and be lied to and told misinformation from reps and supervisors! This is terrible service, and only to find out that this is the ONLY place to leave actual feedback or complaints and that even the M$
corporate number just goes no where.

Closing thoughts....when did becoming a customer turn into becoming a victim? If I want that I would go to Comcast! And boy oh boy that PS4 is looking better now.

:)

 

Xbox elite controller parts

They give me no options there other than buying replacement parts for the swappable components (thumbsticks, paddles, d pad). Nothing about repair of the unit itself or replacement parts for the internals.

 

leftt bumper elite controller broken

my left bumper (LB) on elite controller is defective i need

warranty replacement

 

Hey there x Riddler x.

Really sorry to hear about your frustrating experience and any confusion on your controllers ability to be repaired. When you reached out to phone support did they mention they would be reaching back out to you, or was the last call you made the end of the
conversation?

If they are still looking into it, let's give it a bit more time for them to reach out to you. If you're still having trouble, please let us know and we can look further into this. Thank you!

 

Some one did reach out to me by email today, waiting on hearing back from them. However this still persists to be an infuriating struggle to have Xbox replace a defective controller that was sent to replace the first defective controller!

So we will see what comes from this email thread. Not going to hold my breath though!