Terrible experience with MS Store over faulty Elite controller

I owned 2 Elite controller, but one developed a fault. I returned it to Amazon and had to get a refund as they had no more in stock. I ordered a new one from the Microsoft Store, which arrived today.

The cross-shaped D-pad that came with the new controller doesn't fit on properly. I tried it with both of my Elites and it just doesn't fit right. The D-pad from the older Elite fits fine on the new one, so it's definitely the new D-pad that's faulty.

I phoned the MS Store. All they could offer was for me to return the entire package and they'd send out a replacement. They told me to phone Xbox Support instead.

I phoned Xbox Support and the guy I spoke to was so slow that after 25 minutes he hadn't even got my details up on screen. I couldn't stay on the line any longer as I had to go, so I was forced to end the call early.

Later, when I had a bit more time, I contacted Xbox Support via online chat. The guy I spoke to said that he could send me a replacement D-pad, but it would cost £10.01 plus shipping. There's no way I was going to pay when the controller is brand new, but
faulty. He then said that I would have to send it in to be repaired. Repaired? I don't think so.

So now I have to drive half way across town so that I can drop the entire package off to be returned via UPS so that I can get a refund, all because MS couldn't just say "sure, we'll send you that 20p piece of metal you need, no problem!" and sort it out
painlessly. I doubt if the D-pad even costs 20p to make actually.

What annoys me about this is that you clearly have the spares there. The guy from Xbox Support would happily sell me one for over £10 (what an absolute rip-off BTW), but you won't take care of customers with faulty products in a simple and painless way.

:)

 

How to find tech support for my Elite Controller in Brazil?

Hi all.

I've been using my Elite Controller for a year (+/-) and in the last weeks I noticed that the grips are coming off. Honestly, it's being a terrible experience playing with the grips falling off in my hands.

I can't find proper support for my country in MS/Xbox website and I just can't accept that paying so much for a (theoretically) top quality controller, specially in Brazil, that has no available support.

Thanks in advance.

 

Microsoft Says Xbox One S Has the Best Controller Ever Made!

The standard controller as well the elite controller is the most worst experience i've ever had.

1,5 years = 3 standard controllers....the actual elite controller is half the way done.

I dont trust MS when they say...its the best controller ever lol

 

If they sold you it in the UK then MS are legally obliged to repair or replace the defected item if its within the warranty period. This maybe more helpful

www.legislation.gov.uk/.../enacted

 

Thanks man, although they're not shirking their legal responsibilities.

They said that I should send the entire package back to them, then they'd refund me and I could just buy the product again.

It seems really stupid though. They're willing to pay to ship an Elite controller package from the UK to the returns centre in Germany, but they won't send me the D-pad I need, when it probably costs them 20 pence to manufacture, if that. If they just sent
me a replacement D-pad, it would be cheaper for them and more convenient for me.

 

Hey, Sigma! Since we got you covered on Reddit and you're getting a replacement already, I'm going to go ahead and lock this one down. Thanks for posting and covering all your bases! The same team that works on Reddit works here.