Why does the right bumper fail on so many Elite 2 controllers?

Since customer support was unable to help me I figure I would try here before deciding whether or not to buy anymore Xbox hardware. I've had 2 Xbox elite 2 controllers stop working. Both had the same issue. The right bumper just stopped recognizing any inputs regardless of how many times I pressed it.

I called customer service the first time it happened back in 2021 and even though I was past the warranty period they offered to replace it for free due to a "grace period," because a lot of people were having the same issue. Now in 2024, I had the same issue with a different elite 2 controller. This time, I was outside the warranty period again, however I was informed the grace period is no longer a thing. I was told I could send it into Microsoft for the repair or go to a local repair store to fix it. Either way I would have to pay to repair the controller.

I told the representative I had no issue with paying for a repair, but only if it would truly fix the issue so that I would not run into this problem again in 2 years. For two almost $200 controllers to fail due to the exact same reason either indicates a design flaw with the controller or a faulty component. I have never had controllers from any other manufacturer (Nintendo, Sega, or Sony) regularly fail on me like this. I've never had any issues with Xbox products up until this controller.

Both people I spoke to told me that they "understood my frustrations" and that they were "gamers" themselves, but they did not really offer me solutions that gave me confidence that they know what the issue is and that it will actually being fixed. At the end of the 30 minute phone call I was told I would be emailed the details of the cost of the repair if I choose to send it in to Microsoft.

I received an email about 15 minutes later saying it would cost $79 to repair my left bumper. Despite me telling both representatives over a dozen times it was the right bumper and hearing them repeat back to me that it was the right bumper the service ticket they created for me was incorrectly filled out. I called them back to point out after all that they incorrectly filled out my service ticket and was told I could reply to the email that was sent to me. I did that yesterday, I asked for a reply but have not heard anything yet.

Customer service seemed to care more about sticking to a script of talking points than actually addressing the issue. Customer service should focus less on empathy and more on competency. Customers with problems want them to be solved. They do not care that you understand why they are frustrated or that you share the same hobby as them. I have controllers from the 1990's that still work perfectly. Why is it that Microsoft's most expensive controller, the ironically named "Elite 2" controller given the quality control issues a simple Google search reveals, is the most defective one and what is the actual solution other than paying to repair the same issues every two years like some sort of subscription service?

:)