Sent ES2 controller in for repairs almost 1.5 years ago, still dealing with it

Evan Searcy · Mar 26, 2024

I’m posting this here out of desperation. I sent my ES2 controller in for warranty repair in November 2022. Over the course of about a year, I called XCS several times to try and find out about it, where it went, etc and only after my fourth call did I receive it… in November 2023; no accessories or case. I called again, and they did eventually send the accessories, but without case or charger—basically useless. Only after procuring a charging cable did I find out that the warranty repair didn’t even work as the left thumbstick (what was being repaired) no longer works. I tried several times to reach out to the CS rep who had helped me via email, but no response.

I called XCS again to try and get the situation rectified. The rep told me that the case would be escalated—it has now been over a month. I have reached out via email since and I fear the same thing is happening. It has now been nearly 1.5 years of beating my head against a wall trying to get back my $200 controller that didn’t even work properly in the first place. If I had known that this is what was going to happen I would have spent my money elsewhere. I am disappointed and exhausted and feel like I am running in circles. Does anyone have any tips for getting this properly handled?

:)

Evan Searcy

Thank you for your response. ES2 controller stands for Elite Series 2 controller, which is a Microsoft product. XCS stands for Xbox Customer Support.

Yanyannnn

Hello Evan Searcy,

Thank you so much for your reply and clarification. Everything is cleared here on my end now and thanks to you.

Regarding your controller that is sent for repair, it would be the best to follow it up through our dedicated Xbox Live support since we are not able to track it here on community. We do not have the tool to track devices that sent for you repair since we can only provide troubleshooting steps for controller that is having an issue.

For you to be able to track your controller, please contact our dedicated Xbox Live support and explain to them everything and provide screenshot as proof.

Please follow the steps below to reach out to our live support team:

1. Please use this link: Contact us | Xbox Support
2. Scroll down and look at the lower left side if you can see the page matches the country/region you are currently located.
3. If not, please select the country/region it is showing and select the correct one among the lists.
4. Make sure to use to check the available contact times of the support.
5. Select the "Contact Us" button
6. Select the drop-down menu options that will match your concern.
7. The next window will provide you with support articles based on your request and we recommend reviewing the relevant articles before selecting the "See contact options" button.
8. On the final window, you will be presented with multiple options. We suggest selecting either the "Chat online" or the "Request a call" options to speak with someone. Be sure to provide as much detail as possible.
9. If you cannot get connected to the support, please use the Virtual Agent and enter this exact phrase, "Talk to an agent".
10. Should you be encountering issues contacting support, you may try InPrivate Window of your browser, other browser, different device/s or connect to different network.

YanYannn
Microsoft Community Moderator

Yanyannnn

Hello Evan Searcy,

Thank you for your contribution to the Microsoft community.

I'm sorry to hear about the trouble you've been having with your ES2 controller repair. As a Microsoft community moderator, I can only provide assistance with issues related to Microsoft products. However, I suggest reaching out to the customer support team of the company that repaired your controller. You can explain the situation and ask for a resolution. If you're not satisfied with their response, you can also consider filing a complaint with the Better Business Bureau or seeking legal advice.

Hope I helped! Please do not hesitate to ask if you have further concerns. I will be waiting for you and I would be more than glad to assist you further.

YanYannn
Microsoft Community Moderator

Steven K1

The first thing I did was update my controller and it's still drifting on the y axis. The Xbox controller that I use for my pc that I got 7 years ago works. My 360 controllers works. The series x controller, 1.5 years old, drifts like crazy. Just outta warranty, funny how that works. 😜

GrowlingYapper

I do not think so, I bought an ORB dual charger a battery for two controllers included for £15 almost two years ago and still going strong.

Sent ES2 controller in for repairs almost 1.5 years ago, still dealing with it