The replacement promotion for the elite controller and the known stick drift issue.

Bradleyperala · Feb 16, 2019

I will start by saying I understand they give you a year from the date of activation to claim this promotion and in my case, I procrastinated a bit. I also have quite a bit to take care of day to day that takes priority over my Xbox problems. I was not aware
of this known issue or the promotion for a replacement until it was too late as i only found out hours ago of these facts. I was recently in a support chat with an amazing tech who went through explaining the whole thing and exploring every avenue. In the
End the fact that my controller did not start malfunctioning for quite a while due to a common issue with this product played a big part in wether or not this problem was resolved without having to spend even more of my money. I bought a unit that held out
longer than others who's may have malfunctioned well before the 90 day warranty, or 1 year Replacement promotion ended. It just seems to me that if Microsoft knows that there is a problem with this product, a company that cares about the people who spend quite
a bit of their hard earned money would not put a cap on when their customers can seek reparation for a product that has failed to hold up for so many of us. Further more, does a one year window on this elite replacement promo imply that an upgraded version
that costs twice as much as a stock controller has an expected useful lifespan of only one year and after that it's just expected it should break? I know things fail and nothing works as intended forever, but with a product that Microsoft has obviously acknowledged
has a flaw in this case I just feel that its bad luck and timing. Which should never be a determining factor of an outcome where the customer is just be left with a broken product. " Oh you have the same problem as thousands of people but it didn't happen
to you until the warranty or promotion period ended? That's too bad." It makes me wish my controller had broken sooner. A real let down.

:)

Bradleyperala

However a promotion period needs to be kept and rules needs to be followed so that is why

If a customer can supply proof of purchase and the device has been observed and tested to show a malfunction. Care to elaborate on the specifics of the why? Kind of sounds like a, "because I said so" type of response. "Not much" implies there is still something
that can or could be done about it.

Bradleyperala

I understand and agree with what you're saying about normal wear and tear. Don't you consider that the community and Microsoft recognize that there is an obvious flaw with a specific product by offering a replacement promotion? And not just because, "usually
caused by normal wear and tear"? Im not debating whether or not they will cover it, if it's under warranty, or what the cause of the issue is. My issue is with the limited window the offer is good for, and if you offer to resolve aforementioned issue, why
the window if a customer can provide proof of purchase? Why would you tell a person who's product broke anywhere from day 1 to month 11 & 29 days from activation, " yes, no problem let us rectify this situation" but if another customer with same product has
the same malfunction at 12 months and one day out it's basically a, "sorry that didnt break sooner" for that product owner?

JoelHansen

I am really sorry to hear about your issue and know the feeling. However a promotion period needs to be kept and rules needs to be followed so that is why there is not much to do about this.

DAZZA 433

Stick drift is usually caused just to simple wear and tear or accidental damage such as dropping it, I am yet to have stick drift on an xbox one controller, I did get it a lot on 360 though, If its out of warranty then you can always attempt to replace the
damaged thumbstick sensors yourself (soldering iron required)

Unfortunately if the control is out of warranty then microsoft will not cover it for replacement.

{Parity}

If you have the controller updated and are still experiencing the stick drift. There is no known fix for the issue except repair or replacement. If it is out of warranty then the best solution is replacement.

The replacement promotion for the elite controller and the known stick drift issue.