Why is Microsoft support completely negligent to their loyal customers?

I have had an extremely frustrating time over the past month with Microsoft customer support and I feel like I can't be the only one as this company completely neglects it duties to their customers.

I tried to return a fault Elite Series 2 controller as my original controller had stick drift to the point it was unusable, I paid $140 AUD for a replacement controller from Microsoft, The controller I received came out of the box with the exact same issue of stick drift on the right controller, so I used the website to have this one replaced too, Then yet again I receive another faulty controller, so far I have spent $490 AUD on fault products from Microsoft.

I feel as though I need to speak to a human about this so I request a callback from Microsoft support, I get a callback and hear a robot voice then hold music then silence and the call ends, So repeat the process and request a call back and this time I am put onto a customer support representative, I speak with her about the situation calmly and explain the problems and she tells me that Microsoft do not repair or replace controllers only consoles(even though I paid for a controller repair) then she hu.ng up on me. I requested another callback as I thought maybe there was an issue with the phone line, I get transferred to a new representative, He ask my name and the issue I am having, I explain my issue and then he hangs up on me too, I try to request another call back and the chat bot tells me I have reached my limit for callbacks.

Why is it so hard to give me a working controller, why can't I speak to a human that can understand that I am being delivered faulty products, why does customer service not want to resolve the issues of loyal customers that have spent thousands upon thousand of dollars on the company that employs them. This is a joke and I dont think I am going to spent another cent on Xbox or Microsoft after basically being robbed and completely stonewalled by this company. Extremely frustrating wasting weeks on trying to find any solution just to be shafted by a call centre that couldn't give two squirts about the customers.

:)