Xbox one controller has broken B button

Just opened my xbox one (purchased today) and the controller it came with is defective. The B button is sticky and does not want to pop back up. I just got off the phone with customer support who let me know that it is a known problem and that they would replace it only after I shipped it to them and paid for the shipping. Pretty crumby service after dropping $500 on a new system. If anybody else has this issue forget about playing your console without going back to the store to buy another controller. This is really a joke. Microsoft I am very disappointed, but at this point not surprised! I was really on the fence about getting the new system all together and now I feel like I should have just passed on this round.

Question Info

Last updated July 4, 2018 Views 8 Applies to:

Hello Whitebox213,

I am very sorry to hear that your new Xbox One Controller has a sticking button.  I've read your post, and would suggest that you return to the retailer where you purchased your Xbox One, and exchange your console.  I would be frustrated as well if a Microsoft Support Representative informed me that the only way I could receive a replacement controller would be to send it back to Microsoft at my own cost.  If you don't mind, try this link and select the "Chat with Microsoft Support".  I would personally ask why that is the policy (try to be patient!), and if you can escalate your question to a Supervisor.  No company wants to have an unhappy consumer.  If I bought the Xbox One and this happened to me, I would insist that a better solution be found.

Good luck and let us know what path you choose!

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