When will this issue be resolved as my son still waiting on controller.

Hello Etho02,

We totally understand your frustration, we know that you wanted to receive back the controller you sent for repair. I wish there is more we can do here in our end. Is just that we do not have an advance tool to check your account and investigate further. What we can only do here in Community Forum is to provide technical assistance and guide you to the right support team who can help address concerns like this.

Since you contacted the live support already, where they started an investigation of your concern. You just need to contact them back and provide the reference number so that they can continue the investigation of this matter.

Thank you for your understanding.

Regards,

Hi Kathy

No it is not even an elite series 2 controller. Surely they can track who sent that controller in to microsoft. I dont know what it wrong with that controller but looks very broken everything onnit appears to bd loose and its wuite dirty. I can send you a photo of it still have box and packaging it came in also.

I was going to call to the microsoft office in Dublin to try resolve this matter. At this stage there is still no sign of my controller and to be honest i cant see how the matter can be resolved when there is no correspondence from Microsoft Repair Centre Germany even though we have a tracking number from UPS.

Cant understand whats happening heres hoping you can.

Hi Etho02,

Hope you are doing well. Thank you for posting in Xbox Forums.

We're sorry to hear that the repair of your son's controller has turned into something you did not expect which is replacement. If the controller you sent is indeed not working the team that receives your controller will send you another one. Then, you may re-register that controller's serial number to your son's account.

Based on your description, 'The controller was nothing short of falling apart.' May we know if the current controller sent to you has issues too? Is it the same issue you once had with the previous controller?

It is not strange as written in support article - Request an Xbox controller replacement | Xbox Support, that the replacement is necessary for the controller's that are not working.

For more details, please check these links:

• Getting your Xbox device serviced | Xbox Support
  
• Download Standard Limited Warranty, Protection Plan here: Warranty and Protection Plan Terms & Conditions (microsoft.com)
  

We look forward to your response.

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



Sincerely,



Xbox Forum Moderator

Microsoft Community

Hi Etho02,

Thanks for the update.

We truly understand your concern, and we believe this should be addressed well. There could be a mismatch of the controller sent to you as you did not receive similar Elite Series 2 Controller.

Just a clarification, the controller being sent to you should be on the same model however, it will not be necessary to be the same device you sent for repair (that is why the serial number should be re-register upon receiving the device). We believe that live support team can definitely help you track and clarify things about this. Please do share to them the details you mentioned here so they can assist you. They have advanced tools that could assist you with this.

Thanks for posting here in Microsoft Community!

Regards,

Hi Etho02,

Thanks for replying and sharing the details about your concern.

We appreciate you bringing this issue to our attention. We would like to know more about the controller sent to you.

Please let us know if the controller you receive is also an Elite Series 2.

When you mention virtually falling apart, may we ask for details?

Regards,