Unable to exchange defective conroller

tonyh322 · Dec 24, 2019

My wife bought me an Elite Series 2 controller for Hanukkah and it arrived defective out of the box. The A button sticks badly. She wants to exchange it and has been having a very difficult time setting up an exchange. First the option isn't readily available
on the store page, just return. She doesn't want to return it, wait for a refund, then buy another one. She wants to do an in place exchange for a non defective controller, something that Microsoft should be able to easily offer.

So she called support, got something who was incredibly difficult to understand and had difficulty understanding her. Eventually he said, I can't help you, let me connect you to the Microsoft store (who were we talking to?) and he transfers us to a recording
saying "we are currently closed" and the call ended and nobody called us back.

This is an abyssmal customer service experience. She spent a lot of money on a product that arrived defective out of box, can someone help us directly?

:)

{Parity}

No one on the forums can help with that. We are volunteers. You should call support again and work with them to get it resolved. Did she purchase it through Microsoft or another seller?

Onyx Is Here

Sorry to hear you've had this experience. If you would like to set up a repair of your controller you can do so at https://devicesupport.microsoft.com. Please be sure to
first register the controller with your console using the s/n in the controller battery case.

When you send the controller back please be sure to keep the extra items (ie. thumbsticks, d-pad, cable, etc) and only send the base controller as Xbox does not guarantee these items will be returned

If you need more assistance with this you can start a chat at https://support.xbox.com/contact-us

SwordofWhedon

you should exchange it at the store if an item is defective

IceStorm III

Most stores have a 30 day return/exchange policy for defective hardware. I'd call a loud power brick defective.

Jaximus Decimus

Sounds like a defective HDD. You should exchange it.

Unable to exchange defective conroller