Service ticket for my Xbox controller says replacement device was delivered but I never...

I purchased a Xbox Elite Wireless Controller Series 2 using the design lab. When the controller arrived it had an issue with the ABXY buttons so I opened a service ticket and sent it in. The ticket status states my replacement device was sent and delivered but I never received it. I never even got a tracking number. I don't know what to do next. The order number is 2009080950.

Hi N1teW1sh

Greetings!

Thank you for posting in Microsoft Community. We are happy to help.

To know more about the information of the replacement, please reach out to our customer service department since they have the proper tool to check because here in community we don't have such tool to check the account status or any delivery status.

Click here: Contact us | Xbox Support

It would be best as well if you contact the courier of the item so that they can check it on their end.

Sincerely



Microsoft Forum Moderator

My replacement device is on its way back and to be delivered today!

If it's happening in all the games you play, it is likely the controller, if you just purchased it, it's likely still under warranty and you can either take it back to the place of purchase or put in a service ticket with Microsoft.

Accessory replacement

If you purchased a Microsoft Xbox accessory within the last 30 days, you can return it to the retailer with your original proof of purchase. If you purchased the accessory more than 30 days ago but within the accessory warranty period, you can order a replacement
accessory from
Device Support (console registration is required). Make sure you click
Replace an accessory instead of “Repair my device.” Follow the onscreen prompts to place an order.

https://support.xbox.com/en-US/my-account/warranty-and-service/getting-your-product-serviced

Hi Keith,

Thank you for posting in Microsoft Xbox Community. I'm sorry to hear that the controller that you received from Xbox Design Lab did not match your design.

If your controller doesn’t match your order, you can set up a replacement order. Your Xbox Design Lab replacement order will be remade and delivered to your original specifications. To set up a replacement:

Sign in to account.microsoft.com.

Go to Devices > Register a device to add your accessory to your Microsoft account.

Once the accessory has been added, expand the Info & support section under the accessory, in your list of devices, and then select Start order.

Follow the steps onscreen to create a replacement order with support.

For more info on resolving an accessory or device order, please see this link:

https://support.xbox.com/help/hardware-network/...

Regards,

Alvaro

If the second controller works, you may need to replace the first controller. Go to

Device service and repair, sign in with your Microsoft account, then select
Replace an accessory. If both controllers disconnect often, your console may need service. Go to

Device service and repair, sign in with your Microsoft account, register your Xbox if it doesn’t already appear there, then select
Request repair.

For more info, see
Getting your Xbox console or Kinect sensor serviced.