Unable to submit a Device Repair Order

TimSpring1 · Jun 30, 2022

Hi,

I've been trying to submit an order request for a damaged Xbox Elite Controller Series 2. Whenever I work through the form, I get to the end and it provides me with a 'TraceID' error and it says 'Something happened. Wait a bit, then try again. If this issue persists, contact us.' I've tried this on Chrome, Firefox and Edge and I've tried it in private browsing as well as clearing my cookies/cache. I've also tried it on two different PC's.

When I try to 'contact' Microsoft for support, the virtual agent is no help at all. Eventually I get to the option to have an agent call me back, it tells me 'Something went wrong at our end. We’re working on it.' It's actually impossible for me to speak to someone about this or to submit an order. I've been trying to do this for months now and it just never works. Is there a solution or a way to get contact Microsoft?

:)

TimSpring1

Hi Lucas,

In the end I went through the option to 'Message a gamer in the community' (I think this is the option you meant?) and this eventually led to me speaking to a customer support person at Microsoft.

Thanks for your help!

Lucas Lauer

On the Xbox contact us page you are not able to try to talk to a live agent? They only give you the option to request a callback?

TimSpring1

Hi Lucas, I've tried using the Get Help app and when I click to 'Contact Support', I ultimately just end up back at the 'Contact Us' page for Xbox Support going through the same process of trying to submit my phone number only to be told 'Something went wrong at our end'.

Lucas Lauer

Hello, TimSpring1. Thanks for reaching out! My name is Lucas, and I'm an Independent Advisor and a Microsoft user just like you. I'll be happy to assist you today.

You can try to talk to Microsoft support using the "Get Help" app. It works like the virtual live chat on the contact us page but usually it does not give issues when trying to contact support.

Just go to Start > Search and click on Get help. Descibre your issue and click on Talk to support. It should open a web browser tab direct on a support agent chat page.

Let me know how it goes.

andersonpassos

Thank you for contact us! I'm Anderson, an Independent Consultant and a Microsoft user like you.

good morning

contact support, in the online chat option, in possession of the invoice, they will open it for you.

The address problem could be due to purchasing the console outside the country, consoles outside the coverage area, and it can cause this kind of problem.

Unable to submit a Device Repair Order