Xbox gamepad replacement issue

Hi, Fidan! Thank you for your reply.

Since you are requesting a service order for a controller, you need to select "Device" instead of "Accessory" from the Category drop-down menu. Once you do this, you'll see a list of controller issues where you can select the one that relates the most to what you are experiencing with your controller. In this case, I'd suggest selecting "Thumbstick issue".

I'll be looking forward to your reply.
Best regards.

Thank you for your response. What should I select here for my Xbox gamepad replacement?

Hi, Fidan! Thank you for reaching out.
I'm AJ, an Independent Advisor for the Xbox Community.
I'm sorry you are experiencing issues with your controller.

• If your controller has developed a drift issue, you should select "Device" from the "Category" drop-down menu, and then "Thumbstick issue" from the "Issue type" drop-down menu.

• To clarify, is this how you've tried requesting a replacement?

- Go to https://account.microsoft.com/devices
- Click on "Register device"
- Register your controller using its serial number.
- Locate your controller on the devices page.
- Click on "See details", and select "Start order" from the Device Coverage menu.

I'll be looking forward to your reply.
Best regards.

ıt seems that only 'accessory' is showing in the category section. Maybe I should call customer service and talk to them to solve the issue. Thank you for your feedback.

It could also be a controller problem, if you can't solve it you can always replace the controller under warranty

The issue only reproduced on controller model 1708. I also have the elite controller model 1698 on this device the issue doesn't reproduce.

Could somebody who has controller model 1708 check this issue on their controllers? It is needed for making sure that it was not a problem specifically my instance.

Steps for reproducing:

1. Switch on the console.

2. Plug your headset to the controller.

3. Make sure that all works as expected, the sound played through headset.

4. Wait 15 minutes (this is default time for gamepad sleep mode)

5. Wakeup the gamepad by pressing the power button (button with the XBOX logo) on the gamepad.

6. Make sure that after wakeup is no sound in the headset plugged to the gamepad.