Sent controller back for repairs a month ago and never received it back

I'm sorry about that, Eve, but try again to get back into the support and ask them to transfer you to the specialized department, because only they have access to your data and can know what happened to your control.

This situation would be frustrating for anyone and believe me, I understand you perfectly, let's hope everything is solved and they can really help you.

I appreciate your empathy and advice. The reps have been perfectly kind and eager to help, but I will note that there is clear disorganization in internal communication and record keeping regarding these transactions. What was supposed to be a thoughtful gift for my fiance has turned into practically a second job in trying to repair/replace a controller (which was purchased less than a year ago and well cared for). I feel less than inclined to ever make a custom-Xbox controller purchase again, nor do I recommend to anyone else.

I’m currently on hold with Microsoft Support, who have been spending the last 40 minutes trying track down the necessary information for returning/replacing/refunding this purchase. SIGH!

Thanks, I’ve done this twice via phone but they had difficulty tracking the status of our ticket/request. They told us twice that they would call us back (told me an exact time they would call) and never did. Is this normal?

Hi Han X! I hope you are well, delighted to be able to offer you my help!

I'm sorry to hear that you have this problem with the repair of your equipment, it has already taken a lot longer than normal for a repair.

Although I would like to help you with this problem, I am only an independent advisor. Remember that this is a Microsoft community support forum, where we are players like you who do not belong to Microsoft.

In this case, the only option would be to call support again and request the immediate return of your control.

Best regards,
Daniel.