Okay So I thought people should know this story because I think it is important to know how a company you support helps it's customers.
On March 1st I noticed that one of the grips on the back of my Elite controller was starting to peel up. So I contacted support about the issue. I was told at this time that my controller came with a 90 day warranty and that that warranty had expired. At this time I am also told that it sounds like my issue is "normal wear and tear". I was directed to ether go to a Microsoft store or look for a after market part online.
The next day I took a look online for a replacement and found nothing that I felt was on par with what was on the controller to begin with. I contacted support again for a recommendation. I was then told that in fact my controller was covered and would be replaced. I simply needed to wait for a email from Microsoft.
I didn't get a email so I contacted support again that same day. I was told that it takes 24 to 48 hours to get the email. So I wait.
Three days later March 5th I still had not gotten a email from anyone so I contact support again. Was told it takes 24 to 48 hours with a max of 72 hours... So not 24 to 48 hours 24 to 72 hours. Anyway the agent I talked to on that day wound up telling me something was going on that was going to require him to contact the hardware department himself and that he would continue to update me via email on the status of my repair. He gives me a few "still working on it" emails until March 9th. When I finally got a service order email.
That email only contains shipping instructions for shipping a Xbox One console and no shipping label. I contact support again. After going over everything and being put directly in contact with a supervisor. I am told that the shipping label is sent in another email and you guessed it that email takes 24 to 48 hours to send. So I wait.
March 11th 10 days after first contact with support I have still yet to get my shipping label. I contact support again. I am told by this agent that in fact Microsoft policy is that any accessory needing a repair or replacement the shipping cost is shouldered by the customer. Having been told just days earlier by a supervisor that the shipping label was coming I was understandably very upset. At this point I felt chat support had reached its limits and I did not feel like arguing my point via text chat so I get my case number and call.
I am then forced to walk the agent on the phone through every step starting from the beginning of the month. He checks his notes along the way. When I am done he makes a call over to the hardware guys who confirm that they in fact do not send shipping labels for controllers. This is when I loose it. I tell the guy that pay for the shipping or not pay for it I no longer care. What I care about now is that I have the Microsoft support team on record lying to me. I tell him that I demand that his supervisor pull up the support chat log from the 9th read the end of it then explain to me why a agent and there supervisor lied to me and with that explanation better come a reason why I should continue to buy Microsoft products in the future. I was on hold for a long time after that. When the guy gets back to me he tells me I was right. I was told a shipping label would be given to me. He and his supervisor where going to get on the line with the hardware people and get me a shipping label. He was kind enough to understand my frustrations where not with him but with the issue and stayed on the phone with me until I got the email.
While I have still yet to see the end of this issue. I thought it would be important for other costumers to know. I find that the entire experience from the start was very unprofessional and I experienced behavior that I would consider unacceptable from a small local company let alone a company as big as Microsoft. I would like to remind anyone reading this that I am talking about the most expensive controller product that Microsoft offers, that I owned it for less then a year, and that Microsoft considers this to be normal wear and tear. These are things you should keep in mind when thinking about buying one. You should know that Microsoft finds it is okay for your 150 US dollar controller to break down from wear and tear after less then a year and thinks you should pay to ship it to them to have it fixed. I love this controller but I don't know on what planet this is considered to be acceptable service.
This product is available as Renewed.
Xbox One Elite Wireless Controller (Renewed) $129.98
(1,130)
Works and looks like new and backed by the Amazon Renewed Guarantee
(1,130)
Works and looks like new and backed by the Amazon Renewed Guarantee
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From the manufacturer
Improved performance and fit
The Xbox Elite controller adapts to your hand size and play style with configurations that can improve accuracy, speed, and reach with thumbsticks of different shapes and sizes.
Interchangeable paddles
The Xbox Elite Wireless Controller has four slots for interchangeable paddles that you can attach or remove without any tools.
Hair trigger locks
With the flip of the Hair Trigger Locks, you can fire faster and save valuable time with each trigger pull. Hair Trigger Locks stop the trigger movement after the shot and get you ready for the next one.
Limitless customization in the app
Customize your experience even further with an easy-to-use app.* Adjust trigger min/max values, thumbstick sensitivities, button assignments, and more.
Designed for performance
Every surface and detail is designed to meet the rigorous demands of competitive gamers: low-friction, reinforced rings around each thumbstick minimize wear and provide buttery-smooth action.
Customer Questions & Answers
Customer reviews
I've had this controller for less then a year and take EXTREMELY good care of it. When not in use I store it in the case it comes with. I have never dropped it, and play maybe 10 hours a week. I was in love with it, until recently, the right bumper came loose and now wiggles around, making it hard to hit right bumper. currently trying to talk to customer support to get it fixed or replaced. I would expect a lot more out of a $150 controller.
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Top reviews from the United States
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Reviewed in the United States on March 11, 2018
Verified Purchase
Reviewed in the United States on June 5, 2018
Verified Purchase
I've had this controller for less then a year and take EXTREMELY good care of it. When not in use I store it in the case it comes with. I have never dropped it, and play maybe 10 hours a week. I was in love with it, until recently, the right bumper came loose and now wiggles around, making it hard to hit right bumper. currently trying to talk to customer support to get it fixed or replaced. I would expect a lot more out of a $150 controller.
Images in this review
Like that super hot person you don't know, but then you start talking to her/him and you're like...UUGGH awful
Reviewed in the United States on September 21, 2016Verified Purchase
Reviewed in the United States on July 30, 2017
Verified Purchase
Well i guess it's pretty given when it comes to buying used controllers, it is very risky. Especially the Xbox One Elite controller, which I refuse to pay full retail. I decided to take that risk and purchase a used one advertised as "Condition: Used Like-New with all accessories and original packaging! 10/10 condition."
$50 off msrp, I thought what not.
The controller came in its original box, case and accessories were perfect. The controller looked exactly like my friends New Elite Controller when he first opened his. Well anyways, being so happy it was in such good condition, I plugged that bad boy into my xbox and ... the D-pad did not work. Now I already knew that this was a problem other people had with this controller. Being experienced with "modding" controllers (and knowing I would void any warranty or refunds) I decided to crack into it and 15 minutes later...bam! "10/10 condition"!
The problem was part of the D-pad was sitting above the metal spring housing. Check out the pictures if you will.
And thanks for reading my story.
$50 off msrp, I thought what not.
The controller came in its original box, case and accessories were perfect. The controller looked exactly like my friends New Elite Controller when he first opened his. Well anyways, being so happy it was in such good condition, I plugged that bad boy into my xbox and ... the D-pad did not work. Now I already knew that this was a problem other people had with this controller. Being experienced with "modding" controllers (and knowing I would void any warranty or refunds) I decided to crack into it and 15 minutes later...bam! "10/10 condition"!
The problem was part of the D-pad was sitting above the metal spring housing. Check out the pictures if you will.
And thanks for reading my story.
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Top reviews from other countries
Kanata Customer
Replacement controller
Reviewed in Canada on June 5, 2016Verified Purchase
Tom P
2x broken: build quality or design flawed
Reviewed in Canada on July 17, 2017Verified Purchase
Tom P
Reviewed in Canada on July 17, 2017
***UPDATE July/17: contacted Amazon customer service and they replied within hours, immediately shipping a replacement/return, overnight prime service (and I'm not even a prime member). This, after the 90 day warranty just expired! One star for Microsoft's overpriced fragile controller. **FIVE STARS++** for Amazon's awesome customer service and response****
So, this is my 2nd purchase of an elite controller. This time, again, the bumper failed just past the 90 day warranty mark, the button breaking. The first failed after 6 months moderate use, FPS 2-3 times a week and occasional weekend binge. Microsoft refused replacement or repair of the first, doubt they'll honour this, because the company does not stand behind its product. Save your cash. This is a known build or design flaw. Just google. The stock controller that came with my xbone system still works fine after four years, at half the price.
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Antonio
Excelente calidad
Reviewed in Mexico on April 18, 2018Verified Purchase
salvador Haro
El mejor control que e tenido
Reviewed in Mexico on October 25, 2018Verified Purchase
Amazon Customer
Grips coming off and bumper broke.
Reviewed in Canada on December 14, 2018Verified Purchase
