Xbox One-X Elite Controller Issue

Because MS / XB won't allow us to directly speak or chat with support staff about, as far as I can tell, just about everything, I'm hoping someone here can shed some light. (Although... even if it happens I do have some recourse, how am I supposed to utilize
it if MS won't let me speak to an agent?)

Info needed concerning physical problems with my Xbox One Elite Controller: When I upgraded to the XB1-X a few years back, I kept the Elite Controller that came bundled with my former XB1. During that time I spoke to a support agent by phone (boy were those
the good old days) to make sure the extended warranty I purchased from MS would transfer to the brother to whom I gifted the former console.

During that conversation, I also asked if the extended warranty would still apply to the bundled Elite controller I was keeping. He said that it would, but then he added that MS had started considering all Elite controllers to have a lifetime warranty. I
don't recall the reason he gave for this change in warranty deadlines, but I do recall him saying it would be retroactive and permanent.

However, when I enter the S/N for the controller on the Request a Replacement support page, it says it's no longer under warranty. Having explained that, does anyone know if MS / XB somehow repealed the warranty change to lifetime coverage?

I know the controller is a few years old, but I thought one of the big selling points is a much sturdier construction; which is supposed to give it a longer life. (In fact, I think I recall that the agent who told me about the change, used that fact as one
of the reasons for loosening the warranty restrictions.) Added to the enhanced durability of the Elite, I've also take really good care of it. Since it cost me almost $200, I've been somewhat obsessive about its care. I have never, not once, dropped it or
spilled anything on. And when it's not in use, I always keep in in the really nice , cushioned, hard shell storage case.

The controller still works,, but for some reason the left bumper keeps coming loose and falling off. So far, I've been able to put it back on, but it's getting worse. Depending on how loose it may be, that bumper will sometimes stop working altogether during
gameplay. I'm also fairly sure it will soon render the controller completely unusable.

It appears to me that this problem is the result excessive wear caused only by normal usage. Again, I feel like something this expensive and extra sturdy, with a purportedly longer lifespan, ought to function longer than a few years. Especially given how
diligent I've been w/ its care. In fact, the standard controller I've equally care for is older than the Elite, and is still in perfect working condition. So how is it that $50 standard controller has a lifespan longer than the $200 Elite? (in fact, don't
I recall that this type of complaint was widely reported not that long after its release? Maybe that's even one of the reasons for the change to lifetime the support agent spoke about.)

In any even, can anyone confirm or add to this information? If it turns out that MS / XB are still considering the Elite to have a longer lifespan, how can I speak or chat with an agent if the support page refuses contact for hardware issues that aren't
covered in any of the MS online self-service resources?

Any help or info would be most appreciated.

:)