Xbox Elite Series 2 Controller Warranty - Terrible Service from Microsoft

Dan MCA · Sep 9, 2020

I purchased an Elite Controller Series 2 in March. I also opted for the 3 year warranty. I live right down the street from a MS store, so the ability to quickly swap it out was ideal. But now those stores have closed.

I'm having an issue with a button sticking on my controller. I contacted support, and they are telling me that I will have to mail it in and it will be 3-4 weeks before it is processed because "the warehouse is backed up". This leaves me with no controller
for at least a month.

How is this acceptable? Are there any ways to receive a replacement controller in the meantime or just swap them out?

:)

XBF Brad A

Hi Dan,

Thanks for reaching out. We are sorry for the issue with the stores closed. Unfortunately, the only way to do a replacement is sending it in. There are a lot of things across the world affected by the global pandemic. You can go to the guide for

replacing a controller. There is no option to get a replacement in the meantime or way to swap. Again we are sorry for any inconvenience this may cause.

Thanks,

Brad

Dan MCA

Hi Dan,

Thanks for reaching out. We are sorry for the issue with the stores closed. Unfortunately, the only way to do a replacement is sending it in. There are a lot of things across the world affected by the global pandemic. You can go to the guide for

replacing a controller. There is no option to get a replacement in the meantime or way to swap. Again we are sorry for any inconvenience this may cause.

Thanks,

Brad

That link shows my controller is out of warranty, even though I purchased the 3 year warranty. A customer rep I spoke to said, "yeah, that happens all the time".

And don't blame the pandemic for terrible customer service. Your team could have found a way to continue the convenience of retail warranty service and not left people unable to use their Xbox for a month. I paid over $200 for this controller and warranty.
MS needs to do better!

AaronLeal2

I also have to retur my elite series 2 but how do i send the controller back with bear nothing on the controller or with what it came with

Suitch

Can we get ahold someone who can answer this for certain? I am also having an issue with my right thumbstick and this is a very expensive, and DIFFERENT product from a normal Elite Series 2 controller. If Microsoft/Xbox can't warranty the specific sku, then why is there even a warranty in the box at all? If they were to send a regular Elite Series 2 back after a Halo Infinite version is sent in, then they would be performing a scam--not a warranty service.

Hamna.S

To ensure your satisfaction, we're extending the warranty coverage period on Elite Series 2 controllers from 90 days to 1 year from the date of purchase. This extension applies retroactively for Elite Series 2 controllers sold to date.

Or for more instructions search at this Link:

https://manuals.plus/xbox/fst-00001-elite-wireless-controller-series-2-manual#axzz7myARU4XT

Xbox Elite Series 2 Controller Warranty - Terrible Service from Microsoft