Worst Customer Service Experience Of My Life: Requesting Elite Controller Replacement Under ...

Hello, I hope I am posting this in the right spot. I have to share what has been the worst customer service experience I have ever had. I spent over a month of my life, as well as my own money, trying to get an elite controller replacement for a controller
with defective thumbsticks. If you are thinking about requesting a replacement, DON'T! Return it to the store instead, if you can.

To summarize my entire experience with the repair process:

March 4: Contacted Microsoft via chat to request a replacement controller. Sent in my purchase receipt via email, was told I would be contacted by a support rep.
No response.

March 14: Contacted Microsoft via phone to request a replacement. After wading through confusing menus and spending time on hold, I received my rep, Rebbecca, who said she would assist me in setting up a repair. After describing my issue and spending
some time on hold, she told me there would be an option to ship a replacement
controller to me, but I would have to pay $25 to ship it, and would not have to send in my faulty controller. I reluctantly agreed, and later that day received the shipment notification from the service center.

March 21: I received in the mail not a replacement controller, but replacement
thumbsticks. I emailed my rep to let her know about the mixup.

March 23: The rep called and emailed me to apologize for the mistake, and let me know she was looking into the issue and I could expect an email from the service center soon.
No response.

March 27: I emailed my rep to ask why I had not yet been contacted by the service center.

March 28: She replied to let me know she was still looking into the issue.

March 31: I email again to ask why I had still not been contacted by the service center.
No response.

April 3: I email for a third time to ask why I had still not been contacted by the service center.

April 4: My rep called me in the morning to apologize for the wait and to let me know she had been away sick for the past week. She got my personal info from me again and let me know that I would be contacted shortly.

April 5: I email my rep to let her know I still have not received an email from the service center.

April 6: She replied and let me know it can be up to 3 days to receive a response.

April 7: I receive an email from the Xbox Service Center, now asking me to ship my defective controller back with my own funds.

Below is the last email I sent to my customer service rep. To be clear - I am NOT complaining about the way I was treated by customer service rep I received: she was very courteous throughout the process. The lengthy, confusing repair process and the fact
that Microsoft wants customers to pay to ship repairs for products under warranty is what I take issue with.

Hello Rebecca,

After a long wait I finally received an email from the service center with instructions on how to return my controller. I was angered to find that, after all this time, Microsoft:



1) Is now asking me to spend more of my own money to ship their defective controller, which is still within warranty, to them;

2) They would like me to continue to wait for them to receive my shipment before they ship a new controller,

3) They expect me to wait up to 10 additional days for the replacement once they receive and process my repair.



This is unacceptable. This email arrived on April 7th; I first contacted Microsoft on March 4th to request a repair. It has been over a month – not for my controller to be fixed, but just for me to get this email, which I should
have received on day one. I have already spent $25 of my own money to receive the wrong repair with no refund, and Microsoft is now asking me to spend more of my own money to ship this controller back to them – something I was originally
told wouldn’t be necessary.

At this point, I no longer want the controller. I have no desire to spend more of my own time and money to receive support for something that is still under warranty. I have requested a return with the store I bought it from, and will be shipping
it back this week. I wish I had simply done this in the first place to avoid this stress, time, and hassle.

Rebecca, I do not wish any ill will towards you, as I understand you are simply a front for the repair process and much of this is out of your control. You have been nothing but friendly and polite every time we have talked, and I have no complaints about
your conduct in our exchanges. However, in every other aspect this has been the most terrible customer service experience I have ever had. I will be posting this on the Xbox forums to warn others about what they can expect if they attempt the repair process.

If Microsoft wants to win back any respect I once had for them as a customer, they will:

1) Refund me for the thumbsticks I paid for under the impression I would be sent a replacement controller;

2) Compensate me for the time and stress this entire process has caused.

:)

 

Elite controller rubber grips coming off!! Again!

Hello everyone,

I'll make this short and quick.

I got brand new Elite controller on 16/12/2015. The rubber grips of this controller started coming off. And because it was still under warranty I ordered a replacement controller on 26/10/2016.

Now I am having the same issue. The rubber grips of the replacement controller are coming off too.. I contacted Xbox customer service today, and they told me that the replacement controller is not under warranty, because apparently Microsoft uses date of
the first controlled purchased. Even though that controller was replaced with another one.

Shouldn't the replacement controller have a 1 year warranty? I am in the U.K and the EU law is different. Its usually 1 year warranty.

After explaining this to xbox customer support, I was told they will contact me within 24 hour. So, now I must wait.

Just wanted to know if anyone had a similar experience.

Thank you.

 

Worst customer service experience of my life

ok, I have been on the phone with xbox customer support for just under four hours and nothing was resolved, worst support ever!!! My issue was that I had bought my friend and my wife 1 month of xbox live gold and had to cancel my friends subscription the
following month, so I called them and they cancelled his and took my wife's off too and hers was supposed to auto renew but didn't, instead they said they issued a refund and it's been over 7 business days and still have not seen the refund. That's not the
worst part. My biggest problem was that I was hung up on by 3 different agents then I finally got ahold of a supervisor and he still didn't do anything for me, I'm not about to repay for something I've already paid for. Oh and for the record, I'm sure that
the Microsoft team doesnt look at these reports or if they do, they sure as hell don't care about this. I challenge 1 person from Microsoft to reply to this post!

 

To clarify: The analogue sticks on the controller were defective. The detachable thumbsticks on the controller were fine.

 

That is the exact thing that happened to my controller, 7 months into having it so still under warranty. I had previously sent the original i bought to repair centre and they sent me back a different controller but it still had drift on the thumbsticks!!!!

Im trying to chase them up but they seem to ignore everything.

since seeing this i think i might just send the replacement i got from mightyape in new zealand (online), they wont even notice lol

 

In UK I've had my controller replaced 3 times with no issue at all, can't you just set up a repair online without even having to talk to anybody?