Xbox warranty issues

Perseverance is the only answer. One trick is to select a different option (I can't recall which one I selected) on the bot and speak to an Xbox Gamer, they will pass you to a representative and hopefully they will either resolve or pass to another representative).

I fell foul of their returns process, fortunately I managed to get a full credit (I actually made a penny!), but they suck. It took several attempts to convince them to help and still they can deliver a design lab controller to Northern Ireland!

Here's a transcript (abridged version) of my last interaction - I have bolded the options I selected to get a human!
Microsoft Post Conversation Survey Bot
Hi there! I'm the Microsoft Store virtual assistant. Let me get some information from you so I can get you the right kind of assistance.

Select 'Start' to begin.
Start
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at 12:43, Jul 15:
Please note Microsoft Store support hours:
Monday – Friday: 09:00 - 21:00
Saturday – Sunday: 10:00 - 18:00
Privacy & Cookies
Select whether the help you need is for personal or business use.
Personal use
Business use
Personal use
Read
Select the type of help you need.
Sales & orders
Technical support
Sales & orders
Read
Please note Microsoft Store support hours:
Monday – Friday: 09:00 - 21:00
Saturday – Sunday: 10:00 - 18:00
What works best for you?
Chat
Call
Chat
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Select the product you need help with.
Microsoft 365/Office
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Xbox
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Great. I’ll connect you with a Microsoft Store associate.
at 12:43:
Just a minute while I transfer you.
at 12:43:
You can correspond with us at your convenience during this conversation. Lorraine will be with you shortly.
at 12:44:

Hi! This is Lorraine. How can I help you today regarding Xbox?

BadMF02/09/2021 22:19

Managed to speak to someone (0800 587 1102 if it helps anyone else) but …Managed to speak to someone (0800 587 1102 if it helps anyone else) but both people I spoke to had very poor grasp of English and it was your typical Indian call centre affair. Think I’ve managed to sort my issue, but logging into my device account, I’ve now three open returns. Not sure what will happen but been told it should be about a week before I get a pad back.Read lessRead more

Ye mate they do repair/ replace quick. I’ve sent an elite 2 pad and the Xbox one x Scorpio addition off when it first come out and it was fixed and back within 10days

Found a long, convoluted way of actually speaking to an agent, a live person and not an Indian. Sign into your Microsoft/device page using your log in details then visit: vsa.services.microsoft.com/en-…058

Failing that, this page, should load up the chat box: support.xbox.com/en-…der

Hey presto, a real person connects and you can explain to them what the actual issue is without having to spell each letter of a sentence out to the person on the end of the phone.


Issue has been resolved, I can keep the buttons I've been sent, (sorry whoever's they were) and I've got a new controller winging it's way to me via UPS, should be here within a few days. Excellent service even though it was out of warranty (by a few days)


Happy ending after all. (edited)

If you email Microsoft direct they will ask you for your repair number and they will sort it out there pretty good to be honest. I had a the same problem and they sent me a new controller

Managed to speak to someone (0800 587 1102 if it helps anyone else) but both people I spoke to had very poor grasp of English and it was your typical Indian call centre affair.

Think I’ve managed to sort my issue, but logging into my device account, I’ve now three open returns. Not sure what will happen but been told it should be about a week before I get a pad back.

Just hoping I get the one I sent back if they decide that because it took so long to get there, it went out of warranty. I'd rather get mine back and attempt to fix it myself then get nothing back at all.

BadMF03/09/2021 00:20

Just hoping I get the one I sent back if they decide that because it took …Just hoping I get the one I sent back if they decide that because it took so long to get there, it went out of warranty. I'd rather get mine back and attempt to fix it myself then get nothing back at all.Read lessRead more

I returned a Design Lab one back under warranty 3 times and really wanted it back to repair it myself as they kept messing me about. They couldn't repair and gave me £60 credit and now I can't order a replacement Design Lab controller as they don't make that style any more and they also no longer deliver to Northern Ireland! I ended up buying a regular one from the Microsoft store and frustratingly it could be delivered to Northern Ireland without issue!

I ordered 4 Design Lab controllers at the same time and 2 of them failed (bumper buttons & stick drift). They both got sent back under warranty and we waited for over a month for them to come back - they had the same faults! Returned both a second time and one came back ok, the other had a new fault bumper button fault (previous it was just stick drift). It got returned a 3rd time and that's when they told me it couldn't be repaired and issued me £60 credit. I went back on to Design Lab to order the same one again and the Design Lab was closed! I waited for it to re-open (must have been a year!) and the new style was present, son doesn't like the new style, but we ordered the colours as close as the previous one and placed the order. It got rejected. I challenged it and they suggested I get it delivered to a different address! I tried a few (parents, friends, neighbours, work) and they all failed. I eventually got and answer that the couldn't deliver to Northern Ireland! Seriously? In the meantime I have since used the £60 credit to purchase a standard controller from their web site - it was delivered (somewhat ironically) from England from Microsoft Ireland!
For the record the other 2 controllers are working fine, the 3rd one that was sent away twice for warranty repair has had the bumper button fault return and I just can't be bothered to process warranty on it again!

Here's the address on the label of my new standard controller - it is funny that it states Microsoft Ireland c/o Ingram Micro UK Ltd!
(edited)

I had the same issue, used resolver and had an email from an advisor within an hour. I prefer anything warranty related to be in black and white should there be any disputes later on.

BadMF03/09/2021 14:43

Found a long, convoluted way of actually speaking to an agent, a live …Found a long, convoluted way of actually speaking to an agent, a live person and not an Indian. Sign into your Microsoft/device page using your log in details then visit: https://vsa.services.microsoft.com/en-us/v1.0/?modality=chat&subjectid=47&disability=false&mode=live&partnerId=cbc3e761-f603-4a97-9113-2b09298272db&theme=xbox&uuid=40fcdf07-39b3-460e-bd46-9d5c343be058Failing that, this page, should load up the chat box: https://support.xbox.com/en-GB/help/hardware-network/warranty-service/help-with-existing-service-orderHey presto, a real person connects and you can explain to them what the actual issue is without having to spell each letter of a sentence out to the person on the end of the phone.Issue has been resolved, I can keep the buttons I've been sent, (sorry whoever's they were) and I've got a new controller winging it's way to me via UPS, should be here within a few days. Excellent service even though it was out of warranty (by a few days)Happy ending after all.Read lessRead more

Thanks for links, some reason the virtual agents could never transfer to a real person.

Microsoft need to sort out things their end, can't select valid addresses for repairs or add a new one