Xbox Labs Controller broken out of box

Rcerboss · Aug 8, 2021

Topic post. The home/Xbox button doesn't work half the time, and you REALLY have to push hard to make it work. The person I bought it for is physically disabled so this controller is useless for him.

Furthermore the headphone jack barely works, anything I plug in has to be angled just so or it won't work. Not as big of an issue but still really sucks considering the premium I paid.

None of my other Xbox controllers have any of these problems.

I have spent over an hour trying to figure out how to report this issue and request either a refund or a replacement, but I have gotten nowhere. I am very hard of hearing so I really need email/chat option, phone is an absolute last resort for me. Can anyone please help me? I spent a ton of money on this controller for it to be broken out of box like this!

:)

Smwutches

You would set go through the online replacement setup https://devicesupport.microsoft.com/

Smwutches

Contact support and see what they can do. You can request a call back or chat with them at http://support.xbox.com/contact-us If you don't see those options, change your category/topic until you do. Billing & Subscriptions and "I don't recognize a charge" usually works for me.

Smwutches

Yes. It will get you to support. Even if they have to redirect you to another team member, it gets you speaking directly to support.

Rcerboss

And changing to billing/subscriptions will get me someone to help me with a broken controller?

I will give it a try, but that's very unintuitive. I will be back this evening to let you guys know how it goes

Rcerboss

As I said in my OP I am legally deaf, if I turn my hearing aid up to maximum I can use a phone of the other person has a clear connection and speaks very clear/fluid English, but this almost is never the case with customer service. I would like to avoid this if possible.

I did try support.xbox.com as you suggested, went through it a dozen times. Their "chat with a virtual agent" is just a bot and all it ever tells me is to send it in via the warranty. As I said, I want the CUSTOM ENGRAVED controller I paid a premium for, not the standard black refurbished replacement.

This is beyond insane. All I need is an email or a customer service chat WITH A REAL HUMAN. How do I get that?

Xbox Labs Controller broken out of box