Xbox One Controller Replacement, Live Chat Support - Complaint.

Hi,

I am unsure of where to write this so i guess here would be a start as it may get moved to the correct location within the forums, my Xbox One Controller DPAD broken about three weeks ago. I contacted Xbox Live Chat Support to which the conversation ended
with me believing i could keep my broken controller (the representatives words) and take it for repair at my nearest Microsoft Repair Center, he even said you will then have two controllers with a smiley face. I even offered for a type of advanced exchange
i was more than happy to post my broken controller back once i had received the new one, all i can say is i was a happy customer after the conversation.

After ten days of waiting i received an unsigned for parcel today with nothing but an Xbox One Controller Battery Cover inside, i thought someone had stolen the controller and left the back in for a laugh, trust me something like this would happen in my
area. I went straight back onto Live Chat Support to ask if this was normal, the representative told me that i need to send my Controller in for repair and that it would take 28 days, judging by how long it took to receive a battery cover it will take 20-24
days, i only own one controller and i am an Apprentice i can not afford to buy a second, meaning i am going to go a further 20+ days without use of my console.

I really wish i could post the conversation i had with the first representative.

Thanks.

:)

 

controller replacement program

Hi, I believe with faulty hardware you must send in the faulty controller to a repair centre before they send another one out. I would check this with a support rep or support chat first.

To request an item to be sent in for repairs or replacement, you will need to contact Xbox LIVE support via live chat or phone, and they can begin the returns/repairs procedure.

 

Cannot register controller without actual Xbox?

Had a web chat with Xbox support and she confirmed have to initiate another web chat for warranty replacement should I encounter problem with the controller.

 

Sorry to hear it. What you'll need to do is contact phone support for more assistance with this. Let them know of your last conversation as notes will have been made for them to check out.

If you live in North America dial 1-800-469-9269

 

I have 2 Xbox One consoles. My issue is the same on both: my controller randomly shuts off or if the batteries die, it loses sync and does not sync back unless I do a hard reset and this happens EVERY DAY. I've spent countless hours on the phone with
technical support and I finally got to speak with a supervisor named Randy and he told me "This issue is not a problem on our end and your 90 day accessory warranty is up so your only option is to buy new controllers." Are you kidding me? I bought 2 consoles
less than 4 months ago and neither one of them work correctly and their only response is "go spend more money". This issue is very annoying and I just want it fixed. Is it too much to ask that the items I bought should work properly? I will desecrate into
the disc slot and light my Xbox on fire before spending another cent on these pieces of garbage. I've been a LONG time Xbox user and every time I buy the new generation console I had wished I bought Playstation instead, the poor decision to purchase Xbox
again is on me.

 

@KUZDROB no idea why you only have 90 days warranty? try using the live chat support just make sure they don't lie to you like they did to me and have you waiting months. I am quite certain everything that comes with the console is under the 1 year warranty.

I have both consoles i bought a PS4 first this year i do prefer it, i have too many dislikes on the ONE compared to the PS4 that is just my personal opinion though, coming from 360 also and never owned a PS3, that said more friends own a one so i do tend
to go multi-player on that and single player titles on the other.

That all said again my PS4 broke one month before the warranty end date, the blu-ray drive stopped reading discs it is due for delivery back to me on Monday took all in all 9 days to send repair and come back considering taking up the extra 2 years warranty
they offer for 49pound, Microsoft really needs to open stores and repair centers in the UK and stop making us ship to Germany or where ever it is they are set up in the EU.

 

Accessories such as controllers or headsets have always had a 90 day warranty. The console and sensor have a one year warranty

 

My controller home button doesn't work, I've tried turning my XBOX and controller of and on hundreds of times and still no hope, does anyone know how to fix this? I don't want to send away for a new one and be waiting for about a month with no XBOX

 

If you have your console set to Instant On then hold the power button on the console for 10 seconds until it shuts down.

If that doesn't fix the issue then the controller should be repaired or replaced.

 

Microsoft/XBOX really needs to revamp their customer service. I tried speaking with a different person and some *** with a know it all attitude told me the same thing that the last person did "either send it in and wait or go buy a new one". He went on
to tell me his personal opinion that he thinks it's fair and I said it wasn't and he said I was wasting his time. I can't believe how I was treated by their customer service. Worst of all, I'm still having controller issues and I have to reset my console
at least once a day. I really wish I could go back and not buy 2 xbox one consoles.

 

Why provide support service to customers when you can take their money by making them replace the cheaply made accessories which ship out with every console?

 

Onyx, when I restart or reset my console (holding power button) my controller syncs up again. My problem is that I have to do this every time I turn on my Xbox... not every time but literally 8 times out of 10

 

Can you try manually syncing the controller by holding the small button at the front of the controller and the button just in front of the USB port at the left side of the console?

 

Yea I've tried that and the controller tries to sync but the console does nothing... it does that for both of my consoles. My wife and I bought 2 consoles and they both have the same issues

 

Ok and when was the last time you updated your controllers? If it's been a while or you have never done so then you should give that a try. You'll need a micro usb cable to update them. Go to Settings>Devices to updated the controllers.