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Posts: 1
Registered: ‎03-11-2018

Awful service

Recently received an Xbox one as a gift. Controller is not working so I tried to return for a new, usable, controller (with receipt within 10 days). Apparently, since the purchase was a bundle, the only way to have a WORKING controller is to return everything. The unit itself is fine and loaded and set up so this isn’t an option. Store manager explained that since the product is tracked with the serial number I cannot just return one part of the bundle. As a customer, I don’t care how it’s tracked. I just want a product that works without having to jump through hoops. Absolutely awful service.
Posts: 1,371
Topics: 4
Kudos: 147
Solutions: 75
Registered: ‎10-19-2017

Re: Awful service

[ Edited ]

Hi Lewolf,

Welcome to the forums. Thanks for posting! As a gamer myself, I can imagine the disappointment in receiving a new console only to have the control not work. That’s truly a bummer!  

It is correct in that in order to process an exchange, the entire console would have to be brought in. The vendor considers the controller and console together to simply be one item and they are not eligible to be exchanged separately. I do, however, acknowledge how this could cause some inconvenience in your situation and for that I’m very sorry. We do appreciate feedback like this here at our corporate office and I thank you for sharing this experience. 



Luke|Social Media Specialist | Best Buy® Corporate
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