Trying to get a repair booked on my controller - Sorry, something went wrong

Send Hook · Jan 14, 2022

Trying to get a repair or replacement booked for my faulty controller, which has developed a fault after less than a month.

When I attempt to book this in, when I get to the shipping address part of the process, I repeatedly get a message saying sorry, something went wrong. We're not sure what happened but refreshing the page may help, or try again in a little while.

Well, I'm not sure what happened either, so:

- I've refreshed the page

- I've tried again in a little while, and a longer while

- I've done so across several different devices and browsers

- I've attempted to contact MS via phone or webchat, but apparently that service is not offered for this issue, so it doesn't really help.

- I've looked on the community and found that there are several questions like this, all locked, seemingly without an answer, but with plenty of other people experiencing the same issue.

Now, hardware failures I can totally accept; critical aspects of a service website I have something of a harder time with, especially when other support avenues offered don't seem to cover this issue . I'd really appreciate some assistance from MS on this please.

How do I get this resolved please?

:)

Send Hook

Thanks for your reply, but I'm afraid the MS callback system isn't working. It simply says this after I enter my number:

'Something went wrong at our end. We’re working on it.'

It does this repeatedly. I seem to be simply unable to contact MS directly for what feels to me like a relatively commonplace issue. Is there any way we can get this back to MS?

David_1976

Hi Georges C

I am still unable to contact anyone regarding this same issue, any other advice?

Many thanks

Georges C.

Hello, first it's a pleasure to be able to help you today.

My name is welcome to the community.

Hello Send, as this forum is public viewing and unfortunately as independent consultants we do not have access there is some data and neither your account, we can not specify the actual reason or open the service order for you.

Try contacting Xbox support via chat again, and ask them to open the work order for you.

https://support.xbox.com/en-us/contact-us

XBF - Evie

Hello all,

Thank you for your patience while we investigated this issue. Our support team has informed us that they deployed a fix for this issue. If you are still experiencing this issue while requesting a warranty service request, please let us know!

Sincerely,

XBF – Evie

Xbox Customer Success Manager

Microsoft Community

TRURASCAL

Oh wow that helped me so much I was stuck in a endless loop with the virtual agent, telling me to use the web form from the My Devices page but it just gave the same error on the address page.

I figured out (at least in my case) that it would only show USA addresses and if i clicked "add an address" it gave the error "sorry, something went wrong. We're not sure what happened but refreshing the page may help, or try again in a little while." but if I added a usa address in my profile it would appear, however I don't live in the USA so this wasn't helpful and i couldnt get any further.

Finally after following your advice saying "my controller is broke" it gave me the form to fill in.

Trying to get a repair booked on my controller - Sorry, something went wrong