Xbox Series X Repair Centre in ZA has no Idea where my Controller is

Hi guys and girls

So my Series X Controller had the usual Drifting issue with mainly the right analog stick.

I live in South Africa and contacted the retailer withing the first 2 weeks informing them on the fault and issue, the responded by stating they were instructed by Microsoft to send out an instruction email with 4 Options on how to log a return with Microsoft
directly and ONLY them.

I followed all the options in the email and even tried to call the 3 numbers provided and none of them actually put me through to a call representative and instead just relayed that I log a fault on Microsoft's website through my Microsoft account.

So here is where it gets frustrating is that the links provided for a return or logging a fault on the Microsoft South Africa website ZA is not very initiative and EXTREMELY non very user friendly at all even for someone who knows a little about computers.
Anyway after going through the broken links sent to me by my retailer on behalf of Microsoft and going in circles and loops I found a few work arounds and managed to register my devices and a log a repair for my Series X controller I got with my console.

I then got a call from a courier company to arrange collection the next day which was the 08/12/2020 and the controller was collected and I received my waybill.

Since then I have spoken to 2 Microsoft representatives on via web chat and both could not tell me whether the controller has even been received by the South African SVC, yet alone be able to address my concerns of if I am ever going to get my controller
back as the order has not been updated on my Microsoft account page to show the device was received. Yet they note above that the following " Send us your device within 30 days or your service order will be cancelled."

If I check the waybill number on the courier site it says the package was delivered and last updated on the 10/12/2020 yet I have not received a single notification or update from Microsoft, Microsoft ZA or the SVC South Africa and am starting to getting
extremely concerned and frustrated that nobody knows what's going on or can give me an update on where my controller is. No updates on My Microsoft page, no phone calls, no Texts, no emails absolutely no updates or communication from either Microsoft or SVC.

It has been 5 days since my controller has been collected that means if nothing get's updated or escalated in 25 days my order will be cancelled and I will probably never see my controller again even after trying my best to contact Microsoft and Microsoft
South Africa and inform them of the issue which 2 webchat employees said they have acknowledged but all we can do is wait but cannot tell me where my controller is or if I'll get it returned to me and repaired.

I am extremely disappointed, stressed and uncertain of **** is going and it was suppose to be such a good and happy time with the launch of the next gen consoles and especially during the festive season. I am really sad about this whole issue and the amount
of effort and time wasted on trying to get a controller repaired from Microsoft in South Africa. I might even consider getting rid of the Series X once a PlayStation 5 becomes available just because of all of this even though the subscriptions Xbox/Microsoft
have are amazing it's not worth the horrible after sale experience and poor product quality control.

TL:TR Microsoft arranged a courier to collect my faulty Series X controller and have not updated me with any information since collection and the only way to get in contact with Microsoft is via Webchat and even so they cannot tell me where my controller
is and if the SVC even has it or if I am going to get it back. Microsoft's South Africa (ZA) website and links are extremely broken and not user friendly, the whole protocol of logging faults in South Africa with Microsoft is broken and needs to be fixed.

Any advice or help would be appreciated.

Yes, I am patient and waiting as that's all I can do but an update on the current situation would be nice or to at least know where actual location of my controller is.

Microsoft YOU really know how to make the festive season special don't you.

:)