XBox Wireless Headset - Defective Product & Poor Warrant Claim Service

In Jan 2022 I purchased the XBox Wireless Headset from the Microsoft Store. Yesterday, while using it, I adjusted the microphone arm and it just snapped and broke where the mute button is located (see picture below). The microphone arm is designed to be adjustable, so it should not break under this normal use case. The headset did not any physical impact such as dropping etc.

Being a brand new headset that is only 2 months old, I filed a warranty claim online, and was told I needed to call and speak to someone. This is where the frustrations began:

• I kept getting disconnected from the agents I was speaking to, and so it was 2 hours of being juggled around.
  
• The Microsoft Store said they could not do anything about it, but because it is still under warranty, I should speak to someone in the Hardware Department about getting a replacement.
  
• The Hardware Department said that because it is physical damage, they would not do anything about it. I understand it is physical damage, but this was not done by my carelessness.
  
• I sent the Hardware Department multiple pictures from different angles to show the headset is in perfect condition except the now broken microphone arm.
  
• They still refused to help, and so I requested the issue be escalated. I have still not heard back from anyone, and don't have faith anyone is going to follow up with me based on how yesterday went.
  
• I tried to request a call back today, but was told my callback limit was exceeded and I need to wait for the next business day. My limit only got exceeded because of all the disconnections yesterday.
  

What am I supposed to do here? I feel like Microsoft Customer Service needs to look at my issue more closely. The microphone arm is thin, and made to bend and flex. It is not out of the realm of possibility that the plastic can break from it doing that function it was designed to do, especially if it was a defective batch of headsets.

The reason I believe I got a defective headset is because I found the following forum post yesterday:

https://answers.microsoft.com/en-us...4448-b9c0-7782c0ebb503?rtAction=1647611594544

These 2 folks have the EXACT, and I mean EXACT, same issue. The first person posted Feb 17 2022 and the last person Mar 15 2022. There was no physical impact to their headset and the microphone arm broke right where the mute button is located, just like mine.

For me this can't be a coincidence, especially the time frame being only in the past month, and so I believe there are probably many other folks this has happened to as well.

How can I escalate my concern and get this looked at more closely? I believe with the additional folks having this same issue that should at least lend me some support that my headset is defective.

I have the XBox Series S, Game Pass Ultimate Subscription, Rechargeable Battery & Wireless Headset (bought from Microsoft Store), and have made several game purchases. Microsoft will lose me as a customer if this is not addressed properly, not only for myself, but for the other folks experiencing this issue as well.

Thank you to whoever took the time to read all this,

Big Sugar





:)