Xbox One Controller Serial # Doesn't Match Box

Xerxes The Doge · Mar 3, 2020

Hello,

I'm looking for anyone who may have ran into a similar issue or who has guidance for how to deal with a controller purchased from Wal-Mart. We recently purchased what looked to be a new (even had a seal on it) white Xbox One Wireless controller. Once we
tried to use it we noticed the right joystick would consistently scroll upwards during a game, even if we didn't touch it. We've tried updating firmware and using different computers, xboxs and games, with no luck.

We tried to return the controller to Wal-Mart and they stated they couldn't return it due to the serial number on the controller not matching the number on the controller. I tried to look up the controller warranty and it states it is out of warranty. I
feel like we were scammed, but felt weird it came in a completely sealed box.

Is there any way to get support from Microsoft on this or are we out of luck with a brand new broken controller?

Thanks!

-Ben

:)

IKEVOI 71

Try This link Ben:- https://beta.support.xbox.com/help/hardware-network/browse

PalmettoBling

The controller and console will have different serial numbers. I'd recommend checking out
Microsoft Device Support and calling/chatting with someone there and explain the situation that the controller came with the console. It does have a shorter warranty than the
console itself, but they might be able to provide you the options available to you.

M5 1Day

I just opened up a controller from Walmart and it wasn't working. I checked the serial number and it didn't match the box either.

Did you have any luck with your issue?

IAmTheLord

Hi there, Ben!

I've never ran through an issue like this myself before but if you bought the whole console from Wal-Mart and the controller came with it then it's definitely their fault.

I suggest you Contact Xbox support so they can better a assist you, ben.

schnurren

Hello Xerxes,

Yes, you can contact Xbox to get the controller fixed in this link : https://beta.support.xbox.com/contact-us

I just find strange that the serial number from the gamepad needs to match the one from the box. Why an specific serial would be outside the box?

Xbox One Controller Serial # Doesn't Match Box