Xbox Custom Controller Debacle

cliftontaylor1 · Mar 4, 2019

I ordered an Xbox custom controller on February 1st. The first thing that went wrong was my card was charged immediately even though the site said that it would only be charged when it shipped. "No big deal", I thought, as long as I received my controller.
Well, over two weeks went by and it was still being listed as "Pending" on my order page. So at this point I chatted with customer service to cancel the order
(service request number
[Mod Removed - Personal Info]). The guy on the other end of the chat told me that my card had been declined and that the order had already been canceled. However,
the charge did show up on my card and my order site was still showing it as pending. So I asked him to send me a confirmation that it was canceled and I received his email at 5:27pm on Feb 18th confirming the cancellation. Then on Feb 19th at 12:08am, I received
an email that it had just been shipped. Why would it be pending for two weeks and then magically get shipped after I call to cancel it? I was on the phone with customer service today and I was able to get the whole thing resolved
(service request number [Mod Removed - Personal Info]), but what an inconvenience and disappointment
that I would get so much disinformation from a Microsoft agent telling me that my card was declined when it was not, and telling me it was cancelled (with email confirmation) when it was not. When I talked to the agent today who resolved the situation for
me, he said that they don't keep a record of the customer service chats. What?! really?! Why not? So these guys can say anything and not be accountable?! Disappointing that a company as old and established as Microsoft can't get a simple thing like customer
service right. I will probably never buy from this site again. Not worth the potential problems. Glad it was resolved though, even though it took two hours out of my day.

:)

XBF Felixx P

Hi cliftontaylor1,

Thank you for letting us know that the issue with your Xbox custom controller has been fixed. We'll be locking the
thread as the issue has been

resolved. If you ever require any help with any other issues please feel free to come back to the Xbox Forums for
further assistance.

We appreciate your business and all your feedback!

Happy gaming!

Felix

Xbox forums support

Smwutches

Just to add, with design lab controllers you are charged immediately since this is a custom product and then it takes 2-3 weeks for shipment (which is noted when you check out). So aside from the support agent, your order was actually processed and done
correctly.

XBF Amber M

Hi Clifton,

Thanks for coming to the forums! Sorry to hear that you've had a rocky road in getting your Design Lab controller, but glad that it all worked out in the end for you. Should you ever need assistance, feel free to come to the forums for any question, or discussion,
in the future. Regarding your Design Lab controller, I'm including a link with some great information about it that can prove helpful:

Design Lab Controller FAQs

Again, our apologies for any inconvenience and thanks again for bringing this to our attention. Have a great day!

RandyAU93

When dealing with Microsoft Store shipments, it's best to work with the
Microsoft Store Support system, instead of that for
Xbox Live itself. Of course, where you choose to make future purchases is completely up to you, and I'm glad to hear your situation was indeed resolved.

cliftontaylor1

Thanks for all the replies and advice. Duly noted.

Xbox Custom Controller Debacle