Why can't I put in a service order for my Elite Series 2 controller?

Luke Butt · Jan 20, 2024

Recently I got an Xbox Elite Series 2 controller that has had constant problems. Every time I press in the right stick, the controller shuts all the way down and takes several seconds to a minute to reboot. This made the controller completely useless for actual gameplay, so I used the warranty, ordered a service request, sent it in, and got it fixed. It worked, until it didn't a few days later with the EXACT SAME ISSUE!

I would much prefer to either get a replacement item or just a refund at this point (I've seen people online who've sent in their controllers up to FIVE TIMES), but I can't even put in an actual service order again! After clicking the 'start order' button and verifying the serial number, the only category that is available is 'accessories' which, regardless of what I click after, is just ordering new parts (charging cord, case, paddles, ext) and not an actual request for a fix or replacement of this broken item.

So what's the deal here? I am well under warranty, as I've only had this controller for a month. Why can't I put in another service request? Can someone help me either get a replacement or just give me a refund so I can get a different controller? Because I'm already getting tired of constantly waiting for repairs and would rather not do this five more times.

:)

Rodrigo Oliver

Hi Luke, my name is Rodrigo. I'm an Independent Advisor and a member of the Microsoft community and I'd love to assist you today.

I truly am sorry to hear that.

I kindly ask you to speak with the XBOX Staff.

Please enter this link:

https://support.xbox.com/contact-us

mehly

I have exactly the same issue with the new Series 2 controllers. I ordered the Electronic Volt version, but had to refund it because of the mentioned problem. Then I ordered the Xbox Elite Series 2 controller, thinking a 150€ controller sure can't have these problems, but I was wrong.

So here I am, stuck my old Elite Series 1 controller that still works after several years, but starts to show wear, and I can't upgrade to Series 2 without winning the series-2-build-quality-lottery.

Suitch

Can we get ahold someone who can answer this for certain? I am also having an issue with my right thumbstick and this is a very expensive, and DIFFERENT product from a normal Elite Series 2 controller. If Microsoft/Xbox can't warranty the specific sku, then why is there even a warranty in the box at all? If they were to send a regular Elite Series 2 back after a Halo Infinite version is sent in, then they would be performing a scam--not a warranty service.

tejo chase

The elite series one controller never had Bluetooth so you would've received exactly what you ordered if you need Bluetooth you need a new edition standard controller or an elite series 2

NeoDan123

Each Elite controller series 2 comes with 1 set of paddles. You can order replacement paddles, thumbsticks etc.

Series 1 paddles, thumbsticks is not compatible with series 2.

Why can't I put in a service order for my Elite Series 2 controller?