Xbox design controller defective on arrival / from factory

Hi,

I am here to tell you my experience today with Microsoft support (chat and phone).

I ordered 2 Xbox design lab controllers which arrived on Monday 7/03/2022.

One of the controllers had the RB button not working at all, I contacted support and after a full morning of long calls and being transferred from phone line to phone line (store support, Xbox support, sales support) everyone told me that if you have problems with an Xbox design controller Microsoft will replace it but with a random controller which they won't guarantee that it will match the one you ordered.

If like me you ordered custom controllers with engraving (your name or namertag) then you will lose that money because Microsoft will not engrave the replacement controller for you nor will they fix the one you send them.

The process is you send them your personalized controller and you get a random controller, whatever the repair center has in stock.

Ridiculous and this is not how you treat customers who give you more money then people who just buy a normal controller.

Link for registering and activating repair/exchange under warranty: https://account.microsoft.com/devices

I will no longer be making purchases on Microsoft's store and its a shame since I had ordered 3 design lab controllers to offer friends so far.

Thank you for reading my post and think twice before ordering your controller from Xbox design lab because if you ever need support you will lose the product you paid for.

:)