Xbox Elite 2 Controller - repair query

MackMazursky · Jun 19, 2020

Dear Support

I have been the happy owner of the Elite 2 for almost two months. Unfortunately i have started experiencing 'stick drift' on both of the sticks. I have looked into it and I believe the most common advice is to schedule a repair.

When raising a repair order I have came across a service type that I have to choose - 'In warranty - standard exchange. Once non-functioning unit is received, it will be replaced with a similar device'

With this I have a question - what do you mean by 'similar device'? I really like 'my' controller and would prefer to have 'my' controller fixed or replaced with a brand new one as I am not a fan of using second hand controllers which were previously used
and sweated into by other people. As well as the fact that 'my' controller is only 2 months old and I look after it and its battery, so how can I be sure that whatever 'my' controller is going to be replaced with is not in the worse state (except the stick
drift) then 'my' controller.

This is not intended to be rude and I hope it makes sense, please advise me on the best course of action.

All the best and stay safe

Mackowski

:)

MackMazursky

Dear Scotty0955

Thank you for your reply.

One of the first things I have done when started experiencing the issue was to make sure that the device is up to date, which it was.

I will send it in for the repair but my original question was and still is - will my controller be replaced with a second hand one if it cant be repaired? If that's the case, can I be contacted if my controller is irreparable before any replacement is issued?

Thank you and all the best

Mackowski

Scotty0955

If your controller cannot be repaired it will be replaced with a brand-new one

you can contact Support with the links below and they will be able to assist you through this process

For chat support: msft.it/6016TYOoe

For phone support: msft.it/6017TYOo5

Scotty0955

Hello there Your controller may just need updated You can do this by going in to settings and going to devices and streaming and then click on the first option your controller will pop-up on the screen click on the three dots at the bottom of the screen
that will take you into software updates for your controller and then click update controller

this should solve all controller issues you’re having

if this doesn’t work you will need to send it in for repair

MackMazursky

I was upset when mine developed an issue, before I raised the service order I've asked a question and this is the reply I've received:

If your controller cannot be repaired it will be replaced with a brand-new one

https://answers.microsoft.com/en-us/xbox/forum/all/xbox-elite-2-controller-repair-query/40eed632-3ee1-4ddc-b562-3bded659dcf6

Philip706

Hi there, Sorry to hear you're having some troubles so early with your controller! With this whole Covid-19, things take more time than usual. I recommend to wait, I would say no more than a week to get any sort of confirmation. They may have sent it back already based on the information you’ve given. If no confirmation I recommend contacting Microsoft Support, It may take a couple tries to get referred to get to a real person but it's worth the tries! Hopefully this helps! If any other issues arise please let me know!

-Phil

Xbox Elite 2 Controller - repair query