Service Order Repair for Xbox controller delayed

Hello Nicky Siu,

We appreciate you for bringing this up to Xbox Community Forum.

We really understand what you are feeling right now. Let us check on this together and sort this out. We will do to the best in our capability to assist you with your concern.

As per description, you have sent out the device for a repair and that you have not received any updates from then on. Allow us to ask if you have contacted our live support regarding your issue? Please go to these link to get in touch our Live support.

• IMPORTANT: How to Contact Xbox Support or Have Them Call You! - Microsoft Community or
  
• Contact us | Xbox Support
  

1. Select the " See Contact Options" or "Request a Call" button
   
2. Select the following drop-down menu options in the following order:
   What are you having trouble with? - XXXXXXXX
   What's the issue? -XXXXXXXXX
   
3. The third box will ask you to describe your issue "XXXXXX" and then select the "Next" button.
   
4. 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.
   
5. 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.
   
   
   
   
   

We could not really imagine how important it is for you to be able to rectify this issue at the soonest possible time. You would be dealt better by our live support team so that they can properly check what’s going on with your device and applications. They are more equipped with all the tools and resources to get your problem diagnosed. Kindly follow the steps above to contact our live support team.

We hope this helps and it is even better to connect with the correct support where you can get dedicated assistance, the experts there will provide accurate answers for you.



If you have other concerns, you can create a new post here.



We wish you a good day!



Kind regards



Xbox Forum Moderator

Microsoft Community

Hi Geri,

Thank you for your reply. I have still not received any updates on my service repair order and it's been 3 weeks. It is extremely frustrating considering the vast riches and reputation of microsoft, they are unable to repair/replace a device within the time frame they've given or update me for that matter. Unsurprisingly, the request a call button is not available in my region for some reason. In Hong Kong no less, which you'd think they'd have further support options for. The options I do have in terms of microsoft include a virtual agent helper (useless), message a gamer in the community (helpful but not effective) and post on a forum (a ridiculous support option considering the reputation and vast riches microsoft has).

The customer service has been appalling, I paid a lot of money for the product and have only been able to use it for a month until issues came about. This would have been fine if Microsoft had actually bothered to replace the controller rather than having sitting in a service center for 3 weeks with NO UPDATES. If someone could call me that's an actual human and update me, that would be great. But based upon my experience so far, this is highly unlikely.

Microsoft has some explaining to do, and I look forward to hearing what they have to say about their sub par and frankly financially and untimely support options. This will be the last purchase I will make with microsoft unless it's needed as they've proven they don't deserve any business let alone mine.

Nicky

Hello WilmerGiron,

Thank you for posting on the Xbox forums. We understand that you are interested in learning how to set up a repair order for your controller. We have a support article that explains how to

request a repair. You just need to set up the repair order, ship the controller to the service center and wait for the controller to be mailed back to you. We hope this information helps
WilmerGiron!

Hello,

You can check the repair status on your controller here.

Then follow these steps:

1. Sign into Device services

2. Select the device associated with your service request.

3. Select repair order at the bottom of the page.

4. The status of your repair will appear here.

Please note, due to the current situation, there might be a slight delay.

If you have further questions Contact support

Hello Niner.V,



Greetings!



Thank you for posting in Microsoft Community.



We understand your worries about the status of your Xbox Wireless controller after you have submitted a repair order request and forwarded already to the courier. Let us help you by providing the information on what to do with the accessory serviced.

After your accessory has been recieved at our service center, the average time of service is 14 to 21 days including shipping time. To check your order status at any time:

1. Sign in to the Device services site with your Microsoft account credentials.
   
   Sign in
   
2. Select the device that’s associated with your service request.
   
3. Select Repair Order at the bottom of the page. The status of your order will appear. Note There may be a short delay before your order appears on the page.
   

If you need help tracking your order, follow the steps in: Help with your existing Xbox console or accessory service order | Xbox Support





We thank you for bringing this here and glad to provide the information related to your concern.



Sincerely,