Why is customer friendliness so bad when it comes to warranty cases?

Loacker Christoph · Apr 26, 2024

I have an Xbox Elite 2 controller, my first, expensive controller, and I've been happy with it so far. Now the bumpers are starting to be faulty, the fault is already known.

The controller is still under warranty. However, I have no option on the website to use this guarantee. I can only have accessories sent to me at my own expense(!). Furthermore, there is no possibility of speaking or writing to a human(!). The AI help goes in circles, there is absolutely no useful information on the website.

You spend so much money on a controller but Microsoft doesn't seem to care about the customer at all.

hopefully there will be a human employee here

:)

Loacker Christoph

lmgtfy:

https://www.pcgamer.com/how-to-fix-xbox-elite-series-2-bumper/
"The notorious Xbox Elite controller bumpers can and do fail..."

https://www.theverge.com/2020/10/15...-controller-series-2-hardware-issues-warranty

"...The Verge has received reports of the face buttons getting stuck, or the Elite 2 not registering button presses."

here we go

https://answers.microsoft.com/en-us/xbox/forum/all/elite-series-2-bumper-repair/387f68c4-16f7-432a-9518-1c1ae04d3a3f

I tried to fill out repair order, but, as mentioned above, those are the only options i got.

Bumper IS a known issue, as you can see.

Btw., it doenst matter what caused 2 years warranty, it is in place and i'm in the right to use it.

The_Last_DJ

Hello Loacker C! I'm Kris and I'd be happy to help you with your question.

Just to add that this is a community forum so it is very unlikely any MS/Xbox employee will see this post.

If you still have warranty on the device you can also use this link https://support.xbox.com/help/hardware-network/controller/controller-warranty

ngocphi

You usually have to fill out repair orders at devices.Microsoft.com not troubleshooting

Accessories are always sent in at user expense bumper isn't a known issue I think you are mis quoting it

It's stick drift that is the most common issue and that caused the 2 year warranty

Killface8800

Warranties are for when a product fails through no fault of the customer (or relatives of the customer in this case). Say you got a new xbox, and 1 week later it just stops working, for no reason at all. That's where a warranty comes in. Any intentional
damage from an outside party won't cover that.

ngocphi

Ok what is your issue

If it's a game related issue yes they will send you to the developer as customer service IS NOT game support nor do they troubleshoot third party devices

If it is the troubleshooting page for your actual problem that's for you to try

In short we cant help you if you don't describe your issue

If it's not related to xbox but a third party xbox support cannot help no support line can help that except the manufacturer

Why is customer friendliness so bad when it comes to warranty cases?