Xbox (Worst Customer Service Ever) Evidence Attached (Controller Stolen)

How is this possible?

Bought a brand new Xbox One S console to play with my daughter back on June.

One month later the thumbstick of the controller started to fail so I went to Microsoft Xbox support side and ask for assistance.

They said no worries send us your controller with a repair order (So far so good)

I created the repair order and send them my controller, this is where everything went wrong.

After looking at the website tracking order it never got updated after the first couple of weeks so I contacted them and the representative told me that it was delayed due to the coronavirus and told me to wait. Another week passed and no update so I contacted
them again, this time they said the package arrived but the section was relocated so I had to wait a few weeks more.

One month and a half later still no update on the website nor any news so I contacted them again explaining the situation. This time they said the controller was in their technical support center and being repaired to not worry because it was going to be
shipped back soon.

Another couple of weeks passed no update on the website two months has passed and I contacted them again. Luckily this time I had a representative who actually was interested on solving this issue and helped me to create a case to the service support. Another
week and then they sent me an email asking for my home address (Can't understand why if it is clearly disclosed on the service repair order). Anyway I reply back the email with my address another two weeks without my controller. At this point I was very frustrated
with the hole situation, I decided to contact them again they said the service support didn't get the information they apologized and escalated the case, also the representative told me that he was going to create a new order to have my controller back and
that he was going to follow up and make sure I got it as soon as possible. Guess what? Three weeks passed and still no controller so I decided to contact them again and this time with very little patience.

Now please read the attached conversation because it is outrageous I feel the representative was laughing/not caring at all about my issue, felt discriminated, and ultimately left alone.

Conversation Gone Wrong

What is going on Microsoft? I mean I'm sorry for not living in the US but how can you offer this kind of support to your customers?

I'm sorry for the format of the document, even though I asked for a copy of the conversation she never send it to me

BTW Microsoft does not have phone/chat support in (Phone does not connect) (No callback option) (Chat redirects to a US rep)

:)