Frustrated after 2 failed controller repairs. Don't know how to follow up next.

Discus and support Frustrated after 2 failed controller repairs. Don't know how to follow up next. in XBoX on Consoles to solve the problem; In January I purchased a Design Lab controller and was disappointed to find that one of the shoulder buttons only registered about half of my inputs... Discussion in 'XBoX on Consoles' started by The Mountebank, Mar 20, 2020.

  1. Frustrated after 2 failed controller repairs. Don't know how to follow up next.


    In January I purchased a Design Lab controller and was disappointed to find that one of the shoulder buttons only registered about half of my inputs unless I pressed it very hard. Unfortunately, since it's a custom controller I couldn't just exchange it
    at the store, so I had to send it in for a repair. I filled out the details and got an email saying I would receive a shipping label. A week later I still hadn't received anything so I got on the phone with Microsoft and it turned out it was pulling my old
    zip code. Probably my fault, but you'd think I'd be notified rather than it just stalling the system indefinitely. Sent the controller in and got it back after a week or so and thought I was done with it.

    Upon using the new/repaired controller, I immediately noticed that there was stick drift. And when I looked at the controller you could even see that the left joystick was in a visibly crooked position by default. Seems hard to miss! Frustrating, especially
    since I'd already recycled the box and had to scrounge for a second controller-sized box to mail it back it.

    Controller #3. Guess what. The same shoulder button has the exact same issue that I sent the controller in to have fixed in the first place. I shouldn't have to have a $70 controller repaired 3+ times just to get a functional product! Not to mention that
    I've been without it for multiple weeks and have to use my old controllers in the meantime (which I bought this as a replacement for because they are both slightly broken).

    I decided to contact Microsoft again, since I wanted to make sure they got the repair right this time, and honestly to try to get some compensation for all my wasted time. I find it annoying that my options are to A. Chat with a robot who tells me stuff
    I already know, B. Chat with a volunteer "gamer" who doesn't work for Microsoft, or C. Wait 90 minutes for a call back. I got the call back and explained my issue, and the agent recommended that I go to a Microsoft store since they'd be able to help me more
    than he could. Alright, fine. I'll go tomorrow, I thought. An hour later, I got an email that all Microsoft stores were closing due to Coronavirus.

    At this point I'm just like I give up, I'll send it in and hope that controller #4 is the charm. I really wish the repair/replacement process allowed you to add notes. The most specific you can get is "trigger/bumper" issue. I filled everything out to request
    a replacement, and received an email stating that I'd receive a follow-up within 24 hours. Guess what, it's been 2 days now and still no response. I get that they're probably extra busy this week, but given the circumstances I'm still upset.

    Anyway, in general I like Microsoft, but I feel like they're wasting my time and purposefully making it difficult to contact them. Don't know what else to do at this point.

    TLDR; Design Lab controller was sent in for repairs twice and is still broken. Frustrated with support system.

    :)
     
    The Mountebank, Mar 20, 2020
    #1
Thema:

Frustrated after 2 failed controller repairs. Don't know how to follow up next.

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