Best Buy Repair Support

[dan_o_00]

I bought a new Xbox One X a couple weeks ago and the controller it came with will randomly disconnect. For instance, going through the initial setup I had to turn it off and on several times just to finish. I tested the controller on my old Xbox and the same thing occurred. It also sounds like something is loose in the controller. What is needed to get this replaced? Thanks

[Kayla-BBY Social Media Specialist · Accepted solution]

Hey, dan_o_00,

It does take away from gaming enjoyment when your controller isn’t working quite right. I know I would want to know my options in your place, as well. Regarding your options, those can vary depending on multiple factors.

For example, if you invested in Geek Squad Protection (GSP) on your purchase, the best way to move forward would be to return with your console and controller to your local store (along with all other accessories that may have come in the box). On the other hand, if you didn’t opt for GSP, most consoles and controllers should have some form of Manufacturer warranty. In that case, you would want to contact the manufacturer as soon as possible to discuss your options under their warranty. So you’re aware, in my experience, manufacturers do need customers to provide proof of purchase (receipt), the product model number, and a serial number to get started. As for other options, depending on your My Best Buy membership level and when you made your purchase, you could still be within the Return & Exchange Promise if the controller that came in package is defective.

I’d love to take a closer look at your purchase to see which of these options would be best. To do so, can you please send me a private message with your full name, phone number, and email address?

Thank you,

[dan_o_00]

Thank you for the reply.  I didn't get the Geek Squad plan but should be within the return period.  I wasn't sure if a controller as part of console could be exchanged separately or if the entire thing had to be brought in.  I will send a PM though.

[Kayla-BBY Social Media Specialist]

Hey, dan_o_00,

Thanks for the info from your private message and additional clarification.

With review of your product, this controller was included in box as an accessory to your console. Because of this, it shouldn’t be exchanged individually under the Return & Exchange Promise so, while not ideal, you would indeed also need to exchange the console and the rest of your accessories that came in box if that is the option you pursue. As an Elite My Best Buy member, you should have 30 days from your date of purchase (when you picked up the product from store) to complete a qualifying exchange. With this in mind, you do have a little time remaining to check with Microsoft regarding their warranty if you don’t want to make a decision right away.

You had mentioned in your private message that you were thinking of potentially contacting the manufacturer. If you do so, it looks like the controller specifically has a 90 day limited parts and labor warranty from Microsoft, but for greater detail, I’d recommend checking out their Xbox support pages.

I hope this helps! If you have other questions or concerns that I can help with here, please don’t hesitate to reach back out.

Best,