Xbox Support and H/W Warranty Experience

Hi,

Overall I love the brand at what it stands for. Unfortunately my recent experience with MS / Xbox support has been a big downer.

Here's the highlight : Ticket No. 152-773-7985

I purchased a Elite 2 controller from the Local MS Store and got the extended warranty as the rep said that I can come in exchange it anytime if anything happens which I thought was a good deal.



The Elite 2 controller failed and had gradual stick fade.

• None of the local MS stores are open.
  
• Called Thursday 6 PM PT (Transfered 2x and call dropped, eventually get thru but recording states Xbox support is available till 10pm and call ends abruptly).
  
• 3rd call on hold for a combined 30 mins. He did his best to help and eventually got me to chat with a community gamer option that took me to the warranty replacement page for Xbox.
  
• The only option was to send in and wait 11 days and pay $10 expedite fee for a replacement. The other option was free but upto 14 days.
  
• The rep told me if I call in the am once Xbox support is available they will sort it out and get me a replacement but instead when I called was told the same thing even after talking to a supervisor who said they can't just expedite or ship me a device while I return the current one after receiving a replacement. He didn't even seem to try work with me.
  

This to me is a very frustrating experience I really hope that the process of returns and warranty is given more emphasis for overall engagement of the brand.

How's everyone else's experience with

Xbox support (Non Physical Store) ?

Thanks

Yohan

:)