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*15AUG2017*UPDATE: After receiving the promised "replacement controller" and asking if it was just the case for the controller or the case and the controller and being told that it was both. I found out the representative Len A. flat out lied to me about what I was getting, all to get a better survey, since all that I got, was the carrying case and nothing else. I talked to another agent after this, and they proceeded to try and go through everything again, and acted as if the prior agent was not in the wrong for lying to a customer. As it is, I still have my shoddy "Elite" controller that is extremely uncomfortable to hold since it is all bumpy from the expanded silicone.
*04AUG2017*UPDATE: I have since reached out to Microsoft support through the link provided below, and was told I would get a replacement controller. However, I am on my second Elite Controller at this point and it had the same issues after about 6 months of use. This is the one that I am currently awaiting the replacement, and hopefully the grips are not the same material!
I have had the Xbox One Elite Controller for only 6 months, and the grips have all but come off completely. There are no replacement parts for the grips on the controller, and according to your Support, my solution is to buy another controller... NO. I am also being told that my controller is out of warranty, since it is past 90 days, well isn't that just lovely, that you get to profit with a issue that is forcing others to buy another controller as the solution. I have been a supporter of Microsoft for quite some time, and I would understand the issue of the warranty, had it not been part of the controller that CANNOT be replaced. All I am asking for, is some new grips to adhere to the controller, or to send it in and get a replacement, of just the grips I don't care about getting a whole new controller to replace the grips... this is insanely shortsighted on Microsoft's part to have a grip that expands outside of the slot/groove for them. I have also included pictures to show off how the grips are extending past the grooves, and there is no way to "push" them back inside.
Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.
I bought my controller from Best Buy and purchased the extended warranty. That aside, I am ready to return my "THIRD" Elite Controller for replacement.
I am also an owner of $40,000 dollars worth of Microsoft shares, but perhaps that is meaningless since little has been done to address the quality issues. Perhaps I will try writing to a more senior contact in the company via registered mail versus standard email.
Clearly NOBODY of any importance is monitoring this thread!!!
please, please, PLEASE, tell me there is a fix / solution or a class action lawsuit i can get behind on this. this isnt a random occurance, it is all over the internet. it is officially a KNOWN issue. i am shocked, stunned and disappointed that Microsoft has’nt / wont step up and offer free repair or a replacement park. in the car business this is what is called a “recall” as it is a known build issue and is DEFECTIVE in construction and is repaired at the manufacturers cost no matter if it is still under warranty.
please, please, PLEASE, tell me there is a fix / solution or a class action lawsuit i can get behind on this. this isnt a random occurance, it is all over the internet. it is officially a KNOWN issue. i am shocked, stunned and disappointed that Microsoft
has’nt / wont step up and offer free repair or a replacement park. in the car business this is what is called a “recall” as it is a known build issue and is DEFECTIVE in construction and is repaired at the manufacturers cost no matter if it is still under
warranty.
So far there is no Lawsuit that I am aware of but have not googled looking for one yet.
but I have made some Headway by contacting the Xbox online support via the windows online chat. It took some time to start speaking with a real person but once I did they asked me to Ship my broken controller to them, (costing me and additional $35 CAD) to have a brand spanking new elite controller shipped back to me. I voiced my concerns about how the product would still wear out in 2 months with the amount of use it gets. Additionally I voiced my concerns over almost all Microsoft hardware products being poorly or cheaply made, with examples of the 5 Xbox 360's I went through before getting my Xbox One, and my Microsoft Band 2 which I lost count how many times I had to swap it out due to defects. With the Band 2 last year being COMPLETLY Refunded and the 3 year warranty has yet to expire. I did forget at the time to Mention the Xbox One Stereo headset which I still have but dont use due to the mic not working and the whole thing being held together with Duct Tape.
I am still awaiting a response on that email but I also suggested that Microsoft should do more testing similar to what Canadian Tire here in Canada does with their at home testers that test products before they make it to shelves. The best and really only solution now that Microsoft has told its Physical Stores NOT to do swap outs anymore one the controller and limited the warranty to 1 month is to use the Support chat or phone in and tell them the issue, its just a shame that they do not cover the shipping charges when each one of us paid almost $200 for a controller that was marketed as a Durable long lasting device. Additionally just for those who do not know the metal on the top and bumpers is not metal but plastic with some type of metal platting on it and the pivot point on the bumpers breaks easily.
That being said for those who do not want to read the above CALL TECH SUPPORT AND PAY TO SHIP YOU BROKEN CONTROLLER INTO THEM is the only solution thus far.
That's just so sad. I feel sorry for you man. I feel sorry for every one in this thread. Damn. No one deserves that kind of crap.
There is a cheap and easy solution. Go to Amazon. Search for XBox Elite Controller side-rails. The set I purchased are from eXtremeRate. They install in seconds and fit seamlessly. My controller is as good as new. They cost anywhere from $8-$17.
Removing the old ones and installing the new ones doesn't even require tools. While you have have the side-rails popped off, you could even install a custom faceplate. I did, it looks awesome.
I was disappointed my side-rails began to peel, but the solution is very cheap and easy. Given the initial cost of the controller, $10 is a small re-investment to more or less recondition the device to new (after 18 months of constant play). Trust me this works.
Perhaps Microsoft could endorse these side-rails or be a little more proactive in allying the concerns of those with this issue.
The solution is cheap, easy and my controller is a s good as new.
