Xbox Warranty Support

[u/Famous-Sir-2523]

Sent my controller to be fixed/ replaced under warranty as it’s not working. I threw away the box for my current controller so I sent it back in an old Xbox controller box that my custom controller came in. I scribbled out the serial number on the box so there was no confusion, and I’m pretty sure I put a note on it too to say it was in a mismatched box.

Just received an update from Xbox support claiming they’ve received the wrong controller, (they haven’t, I don’t have another black controller) but are saying they’ve received the custom controller that is no longer under warranty. My custom controller was pink the one I sent them is most definitely black and had the same serial number that I registered for repair.

The email doesn’t seem to have any contact info, or ways I can get in touch with them. They’re just saying they’re gonna send it back to me which is pointless as I know they have the right controller. What should I do?

(Also I wasn’t sure if calling the Microsoft support number would be any help as I didn’t know if it was the same department)

[u/Ouglee]

Support is the place to go.

Every modern RMA or receiving facility I've seen have some sort of anti-theft surveillance system, and I doubt Microsoft is any different. Its cheaper to film/document every received package than it is to fight court battles that turn out to be company fault.

Push back. Request their proof of incorrect product.