Xbox Series S Controller - Bumper Issue

Hi Kathy,

Thank you for your response.

I used the Virtual Agent which confirmed the controller is in warranty and a link is provided to request a replacement.





However clicking the link leads to a page with an error as below:





The second way I have tried to request a repair is through the "My Devices" section on my Microsoft account.

I have gone all the way through the various options and after clicking next on the below, another error message pops up





The error message I get is as below:





would you be able put me in touch with someone I could email to arrange the replacement please?

Thank you

Hello Scptik,

You're welcome and thanks for the detailed response.

We would like to set your expectation that Community doesn't have the ability to check or handle return of controller concerns since we do not have the right tool to process such request. Should you have tried to perform troubleshooting to this concern like using InPrivate Window of your browser, other browser, different device to use or connect to different network.

Then, the best route here to make sure this concern will be addressed by a live support team as they have advance tools that allows them to send an email to customers they are in contact with. Let us consult the right people as we are technical experts, while they can help you check the hardware team regarding your concern with the device.

• However, we recall this part of your description, "I’ve tried to contact Xbox Support via the portal...", were you unable to contact the live support team?
  
• May we confirm in what region/country you are located?
  
• Lastly, can you please share the error messages/code of the issue you keep on encountering while contacting support?
  

Let us try to contact live support using the steps and troubleshooting:

1. Please use this link: Contact us | Xbox Support
   
2. Scroll down and look at the lower left side if you can see the page matches the country/region you are currently located.
   
   
   
   
   
3. If not, please select the country/region it is showing and select the correct one among the list.
   
4. Make sure to use to check the available contact times of the support.
   
5. Select the "Contact Us" button
   
6. Select the drop-down menu options that will match your concern.
   
7. The next window will provide you with support articles based on your request and we recommend reviewing the relevant articles before selecting the "See contact options" button.
   
8. On the final window, you will be presented with multiple options. We suggest selecting either the "Chat online" or the "Request a call" options to speak with someone. Be sure to provide as much detail as possible.
   
9. If you cannot get connected to the support, please use the Virtual Agent and enter this exact phrase, "Talk to an agent".
   
10. Please try to troubleshoot by using InPrivate Window of your browser, other browser, different device to use or connect to different network.
    

Kindly update us on how it went.

Regards,

Good day!



We haven't heard from you in 72 hours, so we assume that your issue has already been resolved. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question or start a discussion (microsoft.com)







Thank you for your understanding.


Respectfully,



Microsoft Moderator

Hello Scptik,

We hope you are doing well. Thank you for posting in Xbox Forums.

We're sorry to hear about what happen to your controller's bumper. We would like to set your expectation that Community doesn't have the ability to check or handle hardware replacement concerns since we do not have the right tool to process such request. What we can do here in Community is to guide you to the steps and help you with the issue accessing the site and provide technical assistance.

Contacting support could be faster than processing the report for replacement through the link. However, this specific issue, live support Team may or may not be available. If it's not available, you will see this the message on support's website: 'Phone calls and chats aren't available for this issue' on support website. For repair or replacement of the controller (if eligible). Please try the steps below:

1. To process the request, please check your eligibility for replacement on this link: Request an Xbox controller replacement | Xbox Support
   
2. Please scroll down and on the lower left, please check the location and language.
   
   
   
3. Enter your controller's serial number.
   

Let us know if that if you encounter any error message or code.

Kindly let us know, if there is any misunderstanding or clarifications of our description by sending us a reply.



Sincerely,



Xbox Forum Moderator

Microsoft Community

The bumpers on my launch day Series 1 Elite Controller finally broke a few months ago. Was disappointed that an otherwise perfectly functioning controller (never had the grip issue with mine) was rendered useless because of the poor design of the bumpers.
All the development that went into the Elite and no effort was made to improve this inherent weakness in all Xbox One controllers. I repaired it myself with a replacement bumper from ebay. Never had bumper issues with any of my 360 controllers.