Xbox Elite Wireless Controller Series 2 Core

******UPDATE******05/13/25 I have sent it back twice more since my last post. Again, the RB button does not function. On 04/27/25, I spoke with Ridon about another replacement. I was sent an email requesting that I verify my shipping address: "Dear Michael, Thank you for reaching out regarding your Xbox controller concern. Since your device is still within the warranty period, we can proceed with a replacement request for you. To move forward, kindly provide your updated shipping address. Once we receive this information, we will document your request and initiate the replacement process." I replied within 10 minutes and did not receive a shipping label or any further correspondence. I sent another email on 05/03/25 and again did not receive a response (I verified with a MS employee that this is an email address that receives email). On 05/12/25, I requested another phone call so I could speak to somebody about my open case. I never received a call back. Today, 05/13/25, I requested a call again and did receive a call back. After I explained the issue and verified my information including a number I could be reached at if we were disconnected, the call was disconnected, and I never received a call back. That is the go-to move for Microsoft customer service. I might be able to understand if I was rude or angry in any way. I just explain the situation and ask how I can return for a replacement. I keep going down this path because I have to believe there will be one person that works for Xbox that will just replace the controller for a new, working one. Controller is great when working but I have sent it back 5 times for repair in 9 months. ******UPDATE***** 11/12/24 I received a replacement on 09/20/24. It worked for approximately a month before the RB button no longer functioned. (Had to press 5+ times for it to be registered). I have sent it back once again and haven't received the replacement yet. Honestly, I cannot wait until it has been a year since I purchased so it will be out of the Microsoft warranty and I will be able to use the Assurion warranty I purchased and just get refunded. My kid does say that when it works, it is great. The issue is that we haven't had a working one for more than a month and a half in the past five months. ****UPDATE**** 10/10/24 On 09/15/2024 I received my second replacement controller that did not function correctly. This time the headphone jack did not work along with the original issue of stick drift. I go through the arduous process of trying to talk with somebody and this person sounds like they are going to assist. They tell me they will send out a "new" controller as a replacement right away because of all of the issues I have had. All I have to do is give them my credit card number so that it can be charged in the chance that I do not return the unworking controller. I agreed to the $196.02 charge if I didn't return the controller. On 09/20/24, I received the new, unboxed controller and it worked. Within an hour, I sent the unworking controller back to Xbox with the provided shipping label. I received an email from Xbox later that day stating that it looks like I received the controller and requesting that I send the tracking number. i do so immediately. On 09/26/2024, I received an email that they had not received the controller and that if they did not receive the controller within a few days, I would be charged for the replacement. I attempted to call but I got disconnected (this happens 50% of the time, in my experience). I then sent another email with the tracking number again. I could see that the controller was delivered to El Paso on that very same day. Over the next week, I see a charge and a credit authorized on my credit card for 196.01. I assumed that they charged and realized they received the controller and then credited my account. Neither had posted. I checked my credit card yesterday and the charge had posted, and the credit disappeared. I have been attempting to get in contact with them for the past 40 minutes since customer service opened. I have been unable to request a phone call back. They appear to have a system issue. They have many issues. Sidenote. I called Chase last night to contest the charge. They were great. They, themselves, removed the charge. They just ate the charge. I am still working on this through Xbox because Chase shouldn't compensate me for Microsoft's thievery. My goal is to get refunded though Xbox for the product I returned and to have Chase recover their nice gesture. ****UPDATE**** 08/19/2024 I have not received any communication from Jefry (Microsoft) regarding my missing controller that I sent in under warranty. Jefry did assure me 3-4 times that he would contact me every 3 days with an update on the status of the lost controller. I called Microsoft today and went through the process of requesting customer service to call me. The call was estimated to be in approximately 22 minutes. 5 minutes later (I was in the shower) the phone rang and it was Microsoft. I was pleased until I got to wait on hold for 35 minutes before speaking to a person. Finally, an advocate (customer service agent) got on the line. I explained the entire situation again and she asked for the support request number. She asked that I wait a few minutes while she looked into the case. She got back on the line and stated that since the case was previously escalated that she was unable to access any information, but I should be assured that she will forward this information to Jefry (the "advocate" that was previously assisting me and the "advocate" that failed to keep me updated as promised multiple times) and Jefry will contact me either today or tomorrow. I asked if I could get a copy of what she is sending to Jefry so I have something if I were to need to call back. She stated that she was not permitted to send me a copy, but I should be assured that Jefry will contact me by tomorrow with an update. I kindly stated that I was sure that she did send this information to Jefry but she should not assure me that Jefry will follow through as he has already failed to do so previously. The conversation ended and I currently have 3 1/2 hours into trying to get a working controller for my son so he could have his birthday present back. ------------------------------------------------------------------------------------------------------------------------- I purchased the controller on June 15, 2024, and received June 22, 2024. During the first week my kid was complaining that the controller had "stick drift" (basically the controller stick would not recenter itself so there would be movement without touching the controller). I did not really think that was likely of the new controller and thought he may be just making excuses for not winning a game. I hear him complain about it off and on for the next month until he forced me to look at how bad it was on August 1, 2024. I observed the same thing that he was complaining about. I went online to look into this issue and saw that it may be fixed by recalibrating the controller. I did that and it did not fix the issue. There were many videos online on how to take a part the controller and replace a few parts, but I did not want to take that route because that would certainly void the warranty. The 30 day return window closed 9 days earlier on July 22, 2024 so I attempted to go through the regular warranty process (the warranty on Xbox controllers are usually 90 days but on Elite Series 2 the warranty was extended from 90 days to a year because of how many issues that were being reported about this controller). Microsoft contracts the warranty portion of the process to Asurion. Asurion is a company that you can purchase extended warranties for a variety of items. I have dealt with Asurion in the past and they have been easy to work with. I speak with the Asurion agent for over an hour to get this warranty process started and I receive a shipping label emailed to me. I pack up the item and have it at UPS within a half an hour. I can track that Microsoft received the controller on August 6, 2024. On August 7, 2024, I receive an email that states: "Your device has shipped, Great news. Your repaired or replaced device has left our service center and is on its way to the shipping address that you provided or the Microsoft-authorized location that you selected. You can track the status of your delivery. Tracking may take 24 to 48 hours to populate." The tracking number never updates with any information except for: "UPS doesn’t have possession of the package yet. Estimated delivery date will be available as soon as we get the package." It is now August 14, 2024, and I decide that I should call Microsoft to check on the status of this controller. I went through the process so that I may receive a call to speak to somebody. After a few minutes, I did receive a call that was immediately disconnected from their end. I go through the process again to request another call and did receive one a few minutes later. I verified a bit of information so he could look further into the issue. This is where I felt like it went off the tracks. The agent told me that he could see the item was shipped and should have been delivered. I stated that it had not been delivered and we compared tracking numbers. Then he stated that it was most likely an issue with UPS not updating their system. This went on for about ten minutes where he would ask for a few minutes to check on something and come back about miscommunication with UPS. Finally, the agent (who spoke extremely fast, and I had to restate for clarification) told me that he was going put in a "support request" and he would follow up with me every few days until he could determine the status of the controller (he would have somebody else contact UPS and the repair facility). I asked him what timeframe that a warranty claim usually took and he stated 15 days on the high end. I asked if I should expect my controller 15 days from when Microsoft received it on August 6, 2024 and he said it would be 15 days from today, August 14, 2024. I asked what would happen if I didn't receive the controller in 15 days and he stated that I should call back and inquire about it again but there wasn't a definite timeframe that could be stated because of unforeseen issues like communication with UPS. I then asked if the controller was repaired or replaced, and he didn't have that information. I told him that I had a different solution. I started by stating that I thought it wasn't appropriate to blame this on UPS. I told him that I was conducting my business with Microsoft and that if Microsoft has an issue with a company that they do business with then that should not be used as an excuse with their customers. I asked if a new or working controller could be sent immediately rather than my son waiting for their issues to be sorted, and he stated emphatically that would not be done. I contended that I did not want anything except for a working controller that I had purchased. I then questioned if a new controller as a replacement was out of line as my son had issues with this immediately and also logically that if the repair facility received the item on August 6, 2024, and sent an email saying that it was "repaired or replaced" early on August 7, 2024, that there was a good possibility that a new controller was sent out as a remedy because the turnaround time was so short. I also reiterated that I just wanted a working controller and that it did not have to be new. The agent restated that this could not be done and there wasn't a way to tell if a new or repaired item was sent. Maybe my expectations are too high. The amount of time I have put into getting a working controller for my son is not reasonable. I do think that a replacement being sent (new or used, just working) was not an unreasonable request given the Microsoft's failures to create a reliable product and to be able to adequately manage a warranty system so that the customer would not have to waste additional time following up on their purchase. Lesson learned.