UPS lost my controller that I was returning for repair

BrettMansell · May 20, 2022

Hi there,

I've been trying to contact support to receive a call back about this issue for the last few days but I keep getting a "sorry there was an error" message so have been unable to get in contact with a real human to get this resolved, and the virtual agent is no use for a specific issue like this. I'm in the UK.

I opened a warranty request and sent my controller back to MS for repair because one of the buttons wasn't working. I used the UPS label they provided. The UPS tracking indicates that the parcel has been lost "We have opened an investigation to locate the package" so Microsoft have never received it. As a result they have cancelled the service repair and my poor controller is lost somewhere. Has anybody else experienced this or know if/how it can be resolved?

If anyone knows of a phone number or email address, or some way of getting in touch with a real human I'd really appreciate it. I've tried the obvious 'request a call back' multiple times, but as mentioned I get an error every time, in 3 different browsers.

:)

JosefLBohorquez

Hope everything gets solved as soon as possible!

JosefLBohorquez

I had one friend that experienced something similar. In his case the package never appears but he ended receiving money to buy another controller.

You could try go in that way to see what happens. Or how much more you need to wait

JosefLBohorquez

Hi and thanks for reaching Xbox gamer's community. My name is Josef.
Thanks for reaching out! I'm an Independent Advisor and a Microsoft user like you.
I'll be happy to assist you out today.

Hope you're doing great today mate and sorry to hear that.

Usually in those situations the best option is push/talk with UPS and ask them for the compensation or find the lost item

BrettMansell

Thanks Josef,

I was concerned that because it was Microsoft's UPS account and payment that any claim would have to go through MS but I'll contact UPS and see what they say.

Njal the Blue

Hi, in the returns information, it states to only return the specific item, as you will possibly not get back the same item.

I returned an elite controller, kept all removable parts and packed it in an ordinary cardboard box. I got a returned one in bubble wrap and a jiffy bag.

If your Xbox needed repair, you only needed to send that back, no cables, no controller and no original packing. Chances are it is not your console, or controller. I would raise a repair for the controller.

UPS lost my controller that I was returning for repair