Xbox Elite Controller Warranty Replacement - Worse than the one i sent in

Brian WWS · Sep 15, 2019

So i sent in my Xbox Elite Controller after 6 months of owning it because it was getting bad stick drift. Playing Pubg, I had turned deadzone up to 17 and it was still drifting. Making me walk and cancel while i was trying to revive a teamate or stop for
a sniper shot (very hard to hit a shot while moving). They went ahead and sent me a replacement under warranty, but that controller when i received it was even going nuts scrolling up on the home screen and guide menu right out of the box. Tried in Pubg
Training mode, set the deadzone to 34 and still drifting like crazy!

In the meantime of waiting for this Elite controller problem, i have been using a regular old controller (not new either) and the deadzone is set at 7 with no stick drift.

So ive waited for a callback 2 times from Microsoft today, both times after being on the phone with them for a bit (being super nice by the way) they hang up on me when they dont know how or dont want to deal with it. The 2nd guy even asked for me phone
number at the beginning in case I got disconnected again.... but guess what, no call back! Imagine that!

Now, i go back to the website again, to request another callback to try a 3rd time, and it wont work, it says "Sorry, we're having trouble connecting you. Feel free to try again or ask another question."

I am getting extremely frustrated with this issue and the lack of support.

I have people in my Stream (mixer, twitch and youtube) ask all the time about what i use for a controller.... i will likely not have much good to say about the elite and its warranty after this experience.

What do i have to do to get a working controller?

:)

Brian WWS

I signed in to the customer support page with a different gamertag and supplied a different call back number and it miraculously worked again...

I then worked with that fella on the phone to get my issue resolved, although this time i have to pay for the shipping label (not sure why this time as its not my fault) I did share with him my prior experience and thoughts right away and asked if he could
please not hang up, and if we got disconnected, please call me back.

I am hoping it will be taken care of this go around, but it is a little frustrating as it seems like if the customer support doesn't want to deal with you, they hang up and make the online support page not even allow you to request a call back again. If
this is the case, that is a very bad business choice in my opinion.

This isn't the first time that the online xbox support contact has not worked for me. If it wont work, how am i supposed to contact you? Can you just have a listed number? Or if it is to cut down on calls and not deal with issues you dont want, i guess
i will just have to create another account when i run out of ones to use and/or borrow my relatives phones or make a new google voice number...

XBF Ruben D

Hello Brian WWS,

Thank you for posting on Xbox Forums. We understand how frustrating this situation can be in terms of wanting to replace the controller, if you would like to get the controller replaced you have two options. First option would be the option you've already
tried several times which is trying to Contact Xbox Support. Once you've gone through the prompts and do actually get in contact with support, they should be
able to assist you with the issue. If that still doesn't work you can try creating an Elite controller replacement through the
Devices Website.

If you have any other questions please feel free to reply back letting us know. Thank you again for posting on Xbox Forums.

XBF Ruben D

Hello Brian WWS,

Thank you for replying back. I'm glad to hear you were able to get in Contact with Xbox Support and that they were able to set up a replacement order for your Elite Controller. I understand the frustration of this entire situation and hope that this
will not disparage you from seeking out assistance from support in the future.

At this time, since there are no other resolutions for this issue, we will be locking this thread. If you have any other questions, or concerns please feel free to create a new thread and we'll be more than happy to assist you with it.

Thank you again for posting on Xbox Forums.

Mr SpinelesS

NOTE: Xbox Accessories (controllers, elite controllers, headsets and so on just have a 90 day warranty in the US)

Xbox Support might be able to help but that $150 controller just has a 90 day warranty.

Here in Australia The Elite Controller was covered by my Elite Consoles Warranty. I have already sent it in to be replaced twice (stupid rubber grips expanding).

If https://support.microsoft.com/en-au/devices was still working as it's supposed to It would be being replaced for a third time right now.

HAZMAT RADIO

NOTE: Xbox Accessories (controllers, elite controllers, headsets and so on just have a 90 day warranty in the US)

Xbox Support might be able to help but that $150 controller just has a 90 day warranty.

Here in Australia The Elite Controller was covered by my Elite Consoles Warranty. I have already sent it in to be replaced twice (stupid rubber grips expanding).

If https://support.microsoft.com/en-au/devices was still working as it's supposed to It would be being replaced for a third time right now.

There's the console which has it's own warranty and then the controller. The controller is not under a "console" warranty. Accessories, like controllers have their own warranty. In the states it's 90 days and in other countries it can be up to a year.

You can't create your own repair order for your controller. You'll have to contact Xbox Support for assistance.

Xbox Elite Controller Warranty Replacement - Worse than the one i sent in