Xbox Lab Controller Refund

hotchoco210 · May 20, 2023

I am at my wit's end. After incessantly calling Xbox Support (who, by the way, do not knowing anything about the design lab), I have determined my controller order is indefinitely delayed due to a component. They won't say the word 'missing component' because they'll yell at you if you say that, but they can't tell me when this controller is coming or when it's new estimated delivery date is. Based on that notion alone, it's grounds for a refund.

However, they can't and won't process a refund for you. The issue is that since you agreed to order on Xbox Design Lab, you immediately cannot cancel or augment your order. But the catch is, they can keep you in a month plus cycle of not having ANY order updates while they hold your $150+ hostage! The rep on the phone actually told me to do a chargeback on my card--which, by the way, can cause your account to get permabanned. So to summarize:

My Xbox order is indefinitely processing without fulfillment;

We are beyond the 4 week order shipment window;

I am unable to cancel or receive a refund due to the ~* customized nature of the controller *~ even though it's not completed and is literally missing a part;

Can't get through to XDL to get any information about the order since they're essentially disconnected from the world;

The Rep tells me to cancel it via my card;

My account may now get banned due to the advice from the Rep.

Would love to hear from someone at Microsoft about what I'm dealing with. I just wanted a new controller and now I'm out $150+ AND possibly getting my account cancelled.

:)

jdog535

I have the EXACT same issue, but my labs controller is even newer. It’s absolutely ridiculous that I can’t get a refund on a 4 month old controller.

Tomm_A

Hello hotchoco210,

Thank you for sharing your concern here in Xbox Community Forum and we hope that all is well. other than your Xbox Controller issue.

We understand that the issue you are describing here is about the delay of the delivery of the customize Xbox Wireless controller from the Xbox Design Lab due to missing component. Let us see and check on what we can do to help address your concern.

We would like to set your proper expectation that we do not have direct contact with the Xbox Design lab and does not have tool to check the status of your order. What we can do is to help provide information related to your concern.

We are sorry to hear that it goes beyond the expectation date of the delivery of your Xbox Controller. It is possible that the supplier is experiencing shortage of supply causing the missing the component. It is true that once you have submitted the order, it cannot be cancelled. The Xbox Design Lab group will start building your controller soon after notifying the order. Because it is created per your specifications, no design changes and cancellation of orders are allowed.

You can always check your order status at https://xboxdesignlab.xbox.com/sales/order/history using the email address and password that you used to place your order. You will receive an email with the tracking number when your controller has been shipped.

For your reference, see: Xbox Design Lab FAQ

We will be closing this thread here in community forum since we cannot do more than what you can do by checking the status in the link provided above. We are hoping that you can still patiently wait while your order is being processed. Rest assured that we do everything in our end inorder to meet everyone's expectation.

Thank you for choosing Microsoft. Stay safe!

Sincerely,

Microsoft Community Moderator

Folkins

I would contact them again regarding this issue as they would be the ones with the most up to date information regarding your controller.

Apologize for not resolving your issue.

hotchoco210

I did, and that's where all the above came from. Not to mention I literally got passed around 6 times the last time I called at the beginning of May (not April whoops). Support directly told me my order is delayed due to a component with no estimated shipping date.

Folkins

Please contact support via phone support if available for the quickest support and action. Call times are listed on website attached to this reply.

https://support.xbox.com/en-US/contact-us

Xbox Lab Controller Refund