Unable to contact support over Xbox Design Labs broken new controller

Jessica France · Dec 30, 2023

I ordered an Xbox design lab controller that showed up broken on arrival. Triggers don't work and the black handgrip looks like its peeling. This this should have never made it through quality control. I called Wednesday where the only solution was to send it in ( I requested a brand new controller because that's what I paid for, a working brand new, unflawed controller) and I was told I had to ship the old one back. Okay fine. Except I never got a confirmation e-mail on my support ticket, or the shipping label they promised to have to me within 24 hours. I was told the total turn around time would be 14 days. I'm trying to call them again except whenever I call the number back I'm being directed to the website where whenever I go through the motions of support of the website and answer the questions, it says there is no phone or chat support available. I'm beyond frustrated, how do I get in contact with someone?

:)

Vanessaez

Hello Jessica, my name is Vanessa, I will be happy to help you.

I'm so sorry you're going through that. Regarding your question about how to contact them, I assume you have done so through the following link:

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

Under "Contact Us"

They specify the contact times, via telephone and web chat, I suggest you read them and see if they are available during these times, if not try it tomorrow.

I hope this information has been useful to you.

Have a nice day.

Sincerely,
Vanessa.

TimidMinds

I take it you are trying to use the Xbox Design Lab? Try to contact support and say you're having trouble with the controller design lab. Or see if there is a support page/email/number on the controller design lab website.

XBF Amber M

Hi SuspectedFlyer7,

Thanks for the reply! In regard to a Design Lab controller, they have a 120 day standard warranty, the Elite has a full year and any standard or other controller/accessory is subject to the 90 day warranty. Here are a couple of handy support articles that
you may find useful in regard to Design Lab controllers:

Xbox Design Lab and Xbox Design Lab controller help

Design Lab Controller Frequently Asked Questions

As you're having an issue with a design lab controller, you may wish to go ahead and
request a call back from Xbox Support to see if they can get you sorted out in regards to a repair or replacement, or what they would recommend in this situation. Just be aware
that it may take a bit more time for servicing as Design Lab controllers are custom fabricated for each individual.

I hope that this information helps you out a bit more!

XBF Brad A

Hello Pro,

Thanks for the updates on the issue. Here is a
guide for the design lab controller. You will most likely select the device support there and set up a repair.

If you've tried troubleshooting your controller and can't fix the issue, you can request a warranty replacement unit at
Device Support or contact an Xbox Support agent for help.

Thanks,

Brad

Rostom L

I am afraid that Xbox Design Lab controllers cannot be returned or refunded based on their FAQ here https://support.xbox.com/help/xbox-design-lab

To check for other options regarding your concern, I suggest to directly contact the Xbox Support team instead here https://support.xbox.com/contact-us for them to better assist you.

Unable to contact support over Xbox Design Labs broken new controller