why is my in warranty repair or replacement controller not updating

Teranthius · Apr 3, 2025 at 1:22 AM

ive sent many controllers back over the years and have always had stellar service, but this time around, not so much, ive been hung up on twice by Microsoft support. my return order is not updating on my account even though it reached its destination which is different from previously (Ingram Micro). a company that is not able to send out a replacement if needed. the controller was 15 days old when the issue started so this is a little strange. personally it should have been replaced not repaired. I collect xbox controllers but if this is how they are dealing with customers now. i think i may just stop and sell all the ones i have.

:)

Janice V.

Hello and welcome to our community!

We’re excited to have you here and have great conversations! I'd be happy to be of assistance.

I'm sorry to hear about this issue. Based on experience, when you request a replacement for a controller, it is typically replaced rather than repaired. However, keep in mind that this is an online public forum, and while we help fellow gamers by sharing our knowledge and experiences, we do not have access to these resources so I recommend reaching out to Xbox Support for further assistance on this.

To reach them, you can go to Xbox Support at https://support.xbox.com/en-US/contact-us to check any possible purchase restrictions. Additionally, you can use the Virtual Agent at https://support.xbox.com/en-US/virtualagent > Type in Contact Xbox Support > Fill out the necessary information > You'll be provided with contact options. You can choose the option you prefer.

Hope this helps. Let me know if you need further assistance.

XBF Amber M

Hi Helmut,

Thanks for the reply containing an update. At this point, since you've fully updated your PC and the drivers, etc, tried wireless and wired connections to attempt to update the Elite controller, as well as other devices and other internet connections, the
fact that your Elite Controller will not update or accept an update likely means that there is something wrong with the controller itself and it may need either replacement or repair. If your Elite controller is in warranty, then I would recommend that you
set it up for repair or replacement. Below is a link that you can use to check the warranty and set up a replacement or repair for that:

Request an Xbox controller replacement

If you'd prefer assistance with setting up a repair/replacement, then I'd recommend that you
request a call back from Xbox Support.

I hope this helps out a bit further.

{Parity}

You will probably need to send it in for repair/replacement if under warranty or simply purchase a new controller. You can try updating the controller and see if it helps but as I stated before it is typically time for repair or replacement.

{Parity}

If you have the controller updated and are still experiencing the stick drift. There is no known fix for the issue except repair or replacement. If it is out of warranty then the best solution is replacement.

Njal the Blue

is it still in warranty? If it is outside of the warranty period, they do not repair/replace controllers.

why is my in warranty repair or replacement controller not updating