Received New X Box One with Controller that does not work? Able to replace at this time or...

Discus and support Received New X Box One with Controller that does not work? Able to replace at this time or... in XBoX on Consoles to solve the problem; Is it possible to facilitate a replacement at this time? Support has no contact information, the site confirms the controller is under warranty, but... Discussion in 'XBoX on Consoles' started by djd78, Mar 23, 2020.

  1. djd78
    djd78 Guest

    Received New X Box One with Controller that does not work? Able to replace at this time or...


    Is it possible to facilitate a replacement at this time? Support has no contact information, the site confirms the controller is under warranty, but the page does not process the request.

    Is anyone aware of another alternative to get a working controller that was broken upon delivery?

    Thank you!!!

    :)
     
    djd78, Mar 23, 2020
    #1
  2. Smwutches Win User

    Received New X Box One with Controller that does not work? Able to replace at this time or contact support?

    If you just bought it, contact the retailer you purchased it from for an exchange.

    Otherwise, you can request a call back or chat with support at http://support.xbox.com/contact-u . If you don't see those options, change your category/topic until you do.
    Typically billing will always have those options.
  3. djd78 Win User

    Received New X Box One with Controller that does not work? Able to replace at this time or contact support?

    Thank you so much! I followed your suggestion and went through billing, was transferred to another department, and they completed my return online over the phone.

    THANK YOU!
  4. MonjaJozef Win User

    Received New X Box One with Controller that does not work? Able to replace at this time or contact support?

    Register your controller for repair because the warranty is new.
    Link
  5. XBF Amber M Win User

    New Controller not connecting to X Box One X

    Hi JemVanWin,

    Thanks for updating us with your reply. Regarding the service ticket and the return label being for Germany, the Xbox Service Center for Europe is located in Germany, so this is standard. In the matter concerning the refund, it does take some time as you
    would need to ship the controller back, and once received, then a refund would be processed by Microsoft and it make take a matter of business days to reach your account based on your financial institutions process.

    I understand that this can be disheartening or frustrating; however, I'm glad that you were able to be assisted in the correct manner and have received a refund for the controller so that you may replace it in your own time.

    As the issue has been resolved for you in this manner, we'll be locking this thread at this time.
    If you ever require any help with any other issues, please feel free to come back to the Xbox Forums for further assistance and create a new thread. We will be more than happy to assist.



    Thank you again and have a great day!
  6. JemVanWin Win User

    New Controller not connecting to X Box One X

    So how everything has panned out from MS Store support...

    Initially the operator basically concluded that the only option was to have it returned and then a replacement sent.

    He/She processed the ticket and I was emailed a Return label for UPS.

    Upon reading through the ticket and the label, I was a bit perplexed as the return address was in Germany (bare in mind I'm in the UK, and the item was originally sent to me from the UK), and that the expected turnaround for the replacement to happen was 8+
    days.

    This seemed a bit pointless to me, so I got back in touch with MS Support, and asked if I could just send it back and receieve a refund instead of a replacement. As I may as well just pop down the shop and get one today, rather than be without a controller
    for 8 days.

    Initially, he said No. Then I told him this made me really sad. Then he changed his mind and said it can be done.

    So then the order was changed so that I could get refunded.

    But it looking at the emails after it seems I'm not likely to get the refund in less than 15 days.

    Either way, it's safe to say I lose. Lost time, lost products, stress, messy finances. The plus side is I don't really feel like gaming after this and feel like I no longer want to get a controller for a while.
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