When Microsoft send me a replacement controller, (xbox elite 2 controller) are they out of...

The grip of my elite controller started coming off a few days ago, I keep trying to contact Microsoft about it but it's impossible, they send me to a website if I want to request a replacement controller and when I enter the number on the controller it says
it does not match the code for an Xbox product.

Turns out, the Xbox Elite Series 2 controller needed to be replaced.

I have an xbox elite 2 controller and when in test mode it doenst recognise the paddle buttons as working

The link to customer support sends me back to where I began

the Xbox one wireless controller solution link gives me this...…. " Unfortunately we’re unable to fix the issue with your wireless controller, and it will need to be replaced. Click
Replace your controller below to check your warranty and initiate an exchange. "

Then it brings me back to my previous issues.........the link is asking for a serial number behind the batteries in the battery compartment which the elite controller doesn't have! then a 16 digit number in a 10-6 format which the elite controller
doest have, please help resolve this issue

Hi! thank you for reaching out.
My name is AJ, I'm an Independent Advisor for the Xbox Community.
I'm sorry to hear you've been experiencing some issues with your controller.

According to the Manufacturer's Limited Hardware Warranty & Agreement for Xbox devices:

"When replacing the unit, Microsoft may use either the same unit model or, if unavailable, the model nearest to the original model’s form, functionality, and performance, in Microsoft’s sole discretion."

This means that if Microsoft determines your controller needs to be replaced instead of repaired, and the Halo Infinite Elite Controller is not available, it would most likely be replaced for a standard Elite Series 2 controller.
_________________________

I hope this helps!
Best regards.

I second that. There should be some sort of replacement program: I give Microsoft the defective Xbox one controller back, they offer me the Elite controller at a discounted price.

Now, I had to buy 2 controllers, so, what do you say Microsoft? Further discount?