Request a controller replacement webpage broken

It says there’s nobody to chat with on my subject of “Broken Controller”. I can het to the “Request replacement controller” page, only to be told my serial number isn’t recognised.

If I do request a replacement, will I be able to keep playing with the broken controller until the new one comes, or will I have to send the broken one back at the start, and wait for a few weeks without a controller to play with before the new one comes?

If the controllers are broken you can get them repaired/replaced under warranty. Here is the
LINK to contact support. You should request a callback.

It sounds like you may need to have your controller serviced or replaced. You can follow the instructions here to start your service request https://support.xbox.com/en-US/xbox-one/accessories/wireless-controller-broken-wont-work

If you need to troubleshoot your controller because it's not responding or broken, see the

Standard Xbox One Wireless Controller overview. You can fix most controller issues by following the troubleshooting information on that page.

If you've tried troubleshooting your controller and can't fix the issue, you can request a warranty replacement unit at
Device Support or contact an Xbox Support agent for help.

Note If you request a replacement for an Xbox Design Lab controller under warranty, MS will provide an exact replacement of that controller.