Support trouble

Hey there

I am having significant trouble with reaching xbox support. It's been going on for several months now and I fear that the next step will be small claims legal recourse but would really prefer to avoid this. Any advice would be much appreciated.

I purchased an elite controller for xbox one and unfortunately one of the triggers completely snapped and broke off after a little over a year of light use.

I contacted support, a repair order was completed and they sent me out a shipping label with UPS to arrange to send it back.

I packed it up as instructed, called UPS and then at the arranged time and unmarked white van came around and picked up the package. The problem is that it never arrived.

Over the past 3months I have had 3 emails from support, most of which are about 1month apart saying they will look into it. Today I got an email saying the case has been closed.

I have tried contacting them via chat, and no matter what option I choose it states that chat is not available for my issue, nor is there a contact number or call back option (New Zealand).

I dont know what else to do apart from getting a lawyer to send them a bloody physical letter. Any suggestions?

:)