Warranty return of Xbox Controller - made a repair order but got no shipping label, support...

Discus and support Warranty return of Xbox Controller - made a repair order but got no shipping label, support... in XBoX on Consoles to solve the problem; My xbox elite controller has developed a fault while under warranty. This is the second time I have had to go through this in my year of ownership, so... Discussion in 'XBoX on Consoles' started by Andore, Nov 11, 2021.

  1. Andore
    Andore Guest

    Warranty return of Xbox Controller - made a repair order but got no shipping label, support...


    My xbox elite controller has developed a fault while under warranty. This is the second time I have had to go through this in my year of ownership, so I know how the process is meant to work and I think it's just about fine.

    My problem is that now I have not received my shipping label after 40 hours of creating the order. I received a confirmation email. I checked my spam filter, and also have looked at the documents that are associated with my repair order here: https://account.microsoft.com/devices/device?deviceId=serialnumber[redacted] there is no shipping label document. Only a pdf with a legalese limited warranty.

    The conformation email told me that the shipping label would be sent in a separate mail but it could take up to 24 hours. If not, I should contact support (with a link)

    The link takes me to a 'Contact Us' page here: https://support.microsoft.com/contactus?WT.mc_id=EML_DeviceTracker_NB-NO_Z1A_RepairTicketCreated_ROW

    The link to 'get help' app does nothing at all (in all browsers) so I choose the 'Get support in browser' option instead.

    I search for 'warranty return shipping label' Only relevant hit is here: https://support.microsoft.com/en/help/10558?WT.mc_id=365AdminCSH_Smc

    Tells me that if I have not received my label I should contact support (https://support.microsoft.com/contactus )

    Takes me to the same 'Contact us' page as I was directed to before. So that makes an infinite loop of no help.

    My warranty expires in 25 days. What can I do?

    Feedback:

    1. I'd prefer if the controllers didn't break so often.
    2. I would like for the shipping order to be generated in a timely fashion.
    3. The workflow for creating a repair order is quite unstable, I had many errors during this, with no clear explanation of what I'm doing wrong. I see that there is a hint on the first page of the order that I should clear cookies before starting (why should I?) but this should be put front and center if it is essential for the process to work. As would advice to only use edge browser. I tried chrome, firefox, edge, regular sessions and in private - finally succeeded with edge / inprivate
    4. Given that repair order form is very buggy, error messages like 'oops something happened' are not helpful. IMO these messages are fine when searching for cat gifs, but when dealing with things of financial value, this casual approach is not endearing, just offensively poor customer service.

    :)
     
    Andore, Nov 11, 2021
    #1
  2. LoneWolfe OO7 Win User

    Xbox must be returned for repair

    I didn't get a shipping label to return my Kinect for repair ,I got a order receipt but on label for FedEx
  3. Andore Win User

    Warranty return of Xbox Controller - made a repair order but got no shipping label, support links send me in circles with no help

    Thanks, Kathy,

    The link you provided is fine, that was how I was able to make some limited progress. It's just that the link I received in my receipt email took me to the dead end in my screenshot as did the knowledgebase link. Anyway, it's moot really because even using the link you sent me, the 'request a call' fails every time (screenshot in my previous post).



    I cancelled my repair order last night, (took a couple of hours for it to be registered) and this morning created a new repair order. Using Edge and InPrivate I got yet another error on the confirmation page, but I have received a confirmation of receipt, and crucially, a shipping label at last!



    FWIW here's a screenshot of the error I got this time, maybe you can pass on the error trace code to someone...


    [​IMG]




    I'll mark this as resolved, and I do appreciate your trying to help, but I am really disappointed with Microsoft here.

    i) Since the 'request a call' customer service option fails every time (screenshot in previous post), and I have no other option, as an XBox customer in Norway I now realise that I have no way to get in touch with an actual person from Microsoft customer support should I need it.

    ii) The process of creating a repair order is consistently a mess.



    This will make a big impact on my purchasing decisions going forward.
  4. Andore Win User

    Warranty return of Xbox Controller - made a repair order but got no shipping label, support links send me in circles with no help

    Thank you for taking the time to reply. Your experience of the contact us form is a bit different to mine (below) - perhaps that's because a localized version doesn't exist for my locale. Anyway, thanks to your help I have been able make a little progress. Having gone through the virtual assistant, I am told that I can't request a call at this time of day (early afternoon in europe), and the 24h web chat is closed. I'll wait a little and try again...


    [​IMG]
  5. Kathy A. Win User

    Warranty return of Xbox Controller - made a repair order but got no shipping label, support links send me in circles with no help

    You're welcome, Andore.

    Thanks for providing a screenshot. I have noticed you are still on different support website from Microsoft.

    May I know if you click on the link, I have provided for the Xbox Support? Because it seems like you are routed on different website for Microsoft Support. (If this is caused by locale then we need to further investigate.) Let us confirm if you will be routed to same support page by following the suggestion below.

    We highly suggest for you to use InPrivate Window of Microsoft Edge and manually type the website below (kindly ignore any suggested website from the browser). Please see the screenshot below.

    [table][tr]https://support.xbox.com/contact-us[/tr][/table]


    [​IMG]


    Just any case you are routed to the same website you are having issues with, please let us know by replying to this thread.

    Hope this helps! If you have a different concern kindly create a new thread using this link - Create a new question or start a discussion.

    Kind regards,

  6. Kathy A. Win User

    Warranty return of Xbox Controller - made a repair order but got no shipping label, support links send me in circles with no help

    Hi Andore,

    Welcome to Microsoft Community Forum. Thank you for sharing your concern with us today and we hope that all is well.

    We understand that you are trying to receive your shipping label for the repair of your device and the steps you have gone through should have taken you to the right place. To be honest, if you were to visit this link (https://support.microsoft.com/contactus) it will take you to read support articles, post a thread here in Community and (when you are signed in to your Microsoft Account) chat to support (24/7) and schedule a phone call (available only for Microsoft 365 subscribers). Which make you go through endless loop. However, to make it easier for you to contact Xbox Support, we would suggest you to bookmark this link: (https://support.xbox.com/en-US/contact-us). Kindly follow the steps below:

    1. On the support page, kindly select Contact Us.


    [​IMG]


    2. This will take you to a small prompt. Kindly select your responses to every question and select Next.


    [​IMG]


    3. If you are not signed into your Xbox account. You will be prompted of this otherwise you will have your options to contact Xbox Support.


    [​IMG]
    [​IMG]


    Note:

    24/7 Chat Support

    Phone support

    Monday to Friday: 6:00am - 5:00pm PT

    Saturday to Sunday: 6:00am - 5:00pm PT

    I hope this helps. I would suggest for you to contact them for they have advance tool to send you your shipping label via email.

    Kindly let us know, if there is any misunderstanding of our description by sending us a reply.

    We look forward to your response. If you have other clarifications about this matter, you can get back to us by replying to this post.



    Sincerely,



    Xbox Forum Moderator

    Microsoft Community
Thema:

Warranty return of Xbox Controller - made a repair order but got no shipping label, support...

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