Where does this leave my Warranty Status

Captain_Shmaser · Apr 18, 2020

Morning all.

So this is another Xbox Elite controller question.

I bought my third controller in April 2019, (my 1st having died to control stick drift, the second being a warranty replacement which had an accident falling from a height). Long story short come Feburary this year control stick drift starts happening again
but hey it's alright I'm still in warranty (in the UK at least they're sold with a 1 year manufacturers warranty).

So I raise a service ticket and told I'll be sent a replacement device, awesome.

The device arrives, it's a refurbished unit which at first surprised me but checking the microsoft warranty from the Service Request page under my account (Surface_service_TC_english.pdf) that's allowed and I can even understand this given the elite 2 came
out not long after I bought this controller.

So 2 problems, one being a minor niggle, the refurb unit was filthy coming out the it's case and the second (the real deal breaker) it doesn't work properly.

Left control stick down button doesn't work, makes sprinting impossible in the FPS games I play. I verified it not working by using the Xbox Acccessories App Test mode and guess what, the controller wasn't even factory reset; still had the previous owners controller
profiles on it...which according to this section of wording I thought was supposed to happen to all hardware sent back to microsoft....

13. DEVICE SERVICE PROCESS In accordance with Section 10, your Device will be reset to its original factory state during testing. If your Device is found to function as designed after testing, it will be returned to you with its original factory settings. If
an issue is found, your Device may be repaired or replaced by new or refurbished goods of the same functionality, at Microsoft’s discretion, in accordance with applicable laws for your country or region.

So I've been sent a defective "refurbished" unit which best I can guess didn't go through any testing, or due processes outlined in the warranty (since I'm guessing I've been sent someone else's unit which was returned and "tested" as part of their serive request).

So in the warranty agreement I note I've got a section 17 "The Limited Post-Service Warranty" which is supposed to cover this eventuality.

My only issue with this second warranty is is that at least in my eyes the original warranty has not been honoured, I've still not been provided a fit for purpose replacement, or equivalent under the original warranty agreement, and I can't find any way to
actually ask anyone at Xbox contact us about it since all channels about warranty and servicing on this product lead to broadly speaking a "we dont' have chat or calls around this issue".

Where do I go from here?

:)

Smwutches

You would need to speak to support directly so they can set up another repair. https://support.xbox.com/contact-us If you're not seeing the option for phone or chat support,
change your category/topic. Billing options generally always have those available. I usually have good luck choosing the billing option and "I don't recognize a charge".

gds1972

Hi

It does sound like your controller may need servicing, You should be able to confirm the warranty status of the controller

using this link and if the controller is under warranty you will also be able to create the service request.

XBF Mohammed C

Hello -_-...., I hope everything is going well!

Thank you for reaching Microsoft Xbox Forum support!

I highly recommend following the steps below:

To register your Xbox, you need a free Microsoft account. If you don't already have one, create a Microsoft account now.
Register your device. When you request service for an Xbox console or a Kinect sensor, you must first register the product. To get started, sign in at Device service and repair, select Register new device, and then follow the instructions.

After you've registered, you'll see the warranty status for your device. If it's within warranty, repairs are free. If your device is out of warranty, you'll be charged a repair fee.

I wish you a lovely day, and I hope this helps you out!

Kind Regards

Stay safe, and happy gaming!

voteDC

[quote user="IceStorm III"]

Unless your console's still under warranty, I wouldn't accept the update. I wait until they're up on the website and available for install via USB flash drive.[/quote]What does the console being in warranty or not have to do with getting updates?

All console can be updated. Warranty status does not matter.

DanMen334

if the repair was via xbox and still does not work properly it is possible that you must resend your console for repair, check the status of your warranty

Where does this leave my Warranty Status