Where do I go to report unsatisfactory customer support?

Hi Maximino,

It's painful to read what you've been through and I'm truly sorry that this wasn't made easier for you. I will personally relay this feedback to the right people and make sure that the time you spent coming to the forums to report this situation isn't wasted.



And thank you, @RainingRoses, for escalating this concern—really appreciated!

Best regards,

Hi Max,

Sorry about your absymal support experience. May I ask if this was through https://support.xbox.com/contact-us and do you have any reference numbers for your correspondence with support? I’ll report this for you.

Hi Maximino,

It's painful to read what you've been through and I'm truly sorry that this wasn't made easier for you. I will personally relay this feedback to the right people and make sure that the time you spent coming to the forums to report this situation isn't wasted.

And thank you, @RainingRoses, for escalating this concern—really appreciated!

Best regards,

Thanks.

Additionally please make sure to relay the following points if possible:

• Microsoft should be proactive about this issue - the bumper issue with elite series 2 controllers is widespread
  
• For those of us under warranty that encounter this issue - Microsoft should make the process quick and easy.
  
  • Make it a goal to have this replaced in person, same day, via a swap
    
  • OR if you have to mail it in: Microsoft should pay for expedited shipping so the turn around time is days instead of weeks.
    

No worries!

Yeah, that’s the same link and you should’ve received a reference number (usually provided in the conversation or at least in a follow-up email from support) but honestly don’t worry if not The service order numbers may help, though.

I’m not a Microsoft employee - just a fellow gamer, but I’ve escalated this thread and mentioned that you would rightfully like to speak with someone from the team about your feedback and concerns. I’ve recently been reporting other threads with similar feedback to the Xbox Community Support Managers to (hopefully) improve the overall Customer Service for Xbox.

By the way, is your original issue resolved or is it still on-going? Did you eventually receive your repaired controller (or a replacement controller), and did support say why they initially couldn’t assist with this? It certainly shouldn’t have taken 5 phone calls and so many hours to get everything sorted.

No worries!

Yeah, that’s the same link and you should’ve received a reference number (usually provided in the conversation or at least in a follow-up email from support) but honestly don’t worry if not The service order numbers may help, though.

I’m not a Microsoft employee - just a fellow gamer, but I’ve escalated this thread and mentioned that you would rightfully like to speak with someone from the team about your feedback and concerns. I’ve recently been reporting other threads with similar feedback to the Xbox Community Support Managers to (hopefully) improve the overall Customer Service for Xbox.

By the way, is your original issue resolved or is it still on-going? Did you eventually receive your repaired controller (or a replacement controller), and did support say why they initially couldn’t assist with this? It certainly shouldn’t have taken 5 phone calls and so many hours to get everything sorted.

Re: The reference #: Unfortunately I was never given a reference number. I did ask for one several times, and was told I'd receive a follow up email after our calls with information...not one email ever came through.

Re: issue resolved?

Its in progress. Had to ship the controller in. I know its a first world problem - but the turn around time is just wild. From shipment to receiving the controller back - can take weeks.

One piece of feedback that would be helpful to pass along: Microsoft knows about this issue. Why they aren't being proactive about it is beyond me.

I had a previous Elite Series 2 - that broke right around when the warranty was up. Microsoft made the exchange SO EASY for that - I just brought it into the Microsoft Store, and they exchanged it, no questions asked.

The employee I did the exchange with made a strong suggestion to buy an extended warranty on the replacement - which I did. And now trying to get this fixed is wild.

So point being: they really need to either:

A) Be proactive about this issue

B) Make the warranty process super easy

And finally like I originally mentioned: they list in person support as a repair option (was hoping I'd just get a replacement like I did in the past)...but after going into 2 stores for in person support that microsoft directed me to...I was told they couldn't help.

So thats it. Thank you very much for your help!

Best,

Max