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  • FIRST POST
    • Salty McSalty
    • By Salty McSalty 12th Jun 17, 8:38 AM
    • 3Posts
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    Salty McSalty
    Replacement item has developed the same fault.
    • #1
    • 12th Jun 17, 8:38 AM
    Replacement item has developed the same fault. 12th Jun 17 at 8:38 AM
    First post so hi!
    I have a Microsoft Elite gaming controller for Xbox One, it is a premium controller priced at £120 bought from Game uk. The controller was bought in November 2015 but developed a fault with one of the buttons 2 weeks out of it's manufacturers warranty. I contacted Game and after a lot of leg work and a Computer engineers report it was replaced under the Consumer Rights Act. The controller I got was a new unit and that was in December 2016. The new controller has developed the exact same fault which is a broken button. This one is obviously only 6 months old. I have spoken to Game and they told me they have fulfilled their obligation to me by replacing the original controller as a 'good will gesture'.
    Where do I stand with this and where should I go next?

    Thanks in advance!
Page 1
    • angryparcel
    • By angryparcel 12th Jun 17, 11:15 AM
    • 910 Posts
    • 515 Thanks
    angryparcel
    • #2
    • 12th Jun 17, 11:15 AM
    • #2
    • 12th Jun 17, 11:15 AM
    First post so hi!
    I have a Microsoft Elite gaming controller for Xbox One, it is a premium controller priced at £120 bought from Game uk. The controller was bought in November 2015 but developed a fault with one of the buttons 2 weeks out of it's manufacturers warranty. I contacted Game and after a lot of leg work and a Computer engineers report it was replaced under the Consumer Rights Act. The controller I got was a new unit and that was in December 2016. The new controller has developed the exact same fault which is a broken button. This one is obviously only 6 months old. I have spoken to Game and they told me they have fulfilled their obligation to me by replacing the original controller as a 'good will gesture'.
    Where do I stand with this and where should I go next?

    Thanks in advance!
    Originally posted by Salty McSalty
    As the warranty starts from the day of the original purchase then you are well out of warranty, you would need an independent report to establish if it is an inherent fault or not
    • shaun from Africa
    • By shaun from Africa 12th Jun 17, 11:21 AM
    • 9,342 Posts
    • 10,514 Thanks
    shaun from Africa
    • #3
    • 12th Jun 17, 11:21 AM
    • #3
    • 12th Jun 17, 11:21 AM
    One thing to bear in mind is that if Game were required to provide a remedy, this could be a partial refund as you have had 18 months use of a controller since the original purchase and if they went down this route, you might not get too much money back.

    Are there independent repairers for this type of controller? and if so, what would they charge for a switch replacement?
    • Salty McSalty
    • By Salty McSalty 12th Jun 17, 1:57 PM
    • 3 Posts
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    Salty McSalty
    • #4
    • 12th Jun 17, 1:57 PM
    • #4
    • 12th Jun 17, 1:57 PM
    Thanks for the replies, I have searched this issue and it does seem very common and indeed a design flaw. I had an independant report done on the original controller and it was diagnosed as premature failure due to fatigue. As this one is only 6 months or so old that would back up the design flaw evidence. If I was to reject it and ask for a partial refund how is it worked out?
    I have standard controllers that work just fine after 4 years. So if life expectancy is based on them do we divide the initial purchase by 4 and deduct the necessary amount from the initial purchase price to get the amount?

    I think a repair would cost around £30 which is relatively cheap considering but if it breaks every 6 months it soon mounts up.
    • angryparcel
    • By angryparcel 12th Jun 17, 3:11 PM
    • 910 Posts
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    angryparcel
    • #5
    • 12th Jun 17, 3:11 PM
    • #5
    • 12th Jun 17, 3:11 PM
    As this one is only 6 months or so old that would back up the design flaw evidence. I
    Originally posted by Salty McSalty
    No it backs up nothing as it could be heavy use of the controller. a report on the original makes not difference as this is a different item, so you would need a report on this one.
    • unholyangel
    • By unholyangel 12th Jun 17, 4:14 PM
    • 11,150 Posts
    • 8,401 Thanks
    unholyangel
    • #6
    • 12th Jun 17, 4:14 PM
    • #6
    • 12th Jun 17, 4:14 PM
    Have you registered the controllers serial number on your xbox account to see if there is a warranty on it?

    Its been a while since I registered any devices but iirc they don't ask for a receipt and it runs from the date of registration (I remember being surprised as I was expecting them to ask for a receipt to ascertain when the warranty should run from). Might be worth checking if you haven't already.

    https://support.microsoft.com/en-gb/devices
    Money doesn't solve poverty.....it creates it.
    • unholyangel
    • By unholyangel 12th Jun 17, 4:19 PM
    • 11,150 Posts
    • 8,401 Thanks
    unholyangel
    • #7
    • 12th Jun 17, 4:19 PM
    • #7
    • 12th Jun 17, 4:19 PM
    No it backs up nothing as it could be heavy use of the controller. a report on the original makes not difference as this is a different item, so you would need a report on this one.
    Originally posted by angryparcel
    tbf i'd expect an elite controller to withstand heavy game play. Its a £120 controller - normal ones are £40-50.

    Not disagreeing over the report part though as misuse would still be possible, just I don't think excessive wear & tear is even a remote possibility in the circumstances.
    Money doesn't solve poverty.....it creates it.
    • angryparcel
    • By angryparcel 12th Jun 17, 4:28 PM
    • 910 Posts
    • 515 Thanks
    angryparcel
    • #8
    • 12th Jun 17, 4:28 PM
    • #8
    • 12th Jun 17, 4:28 PM
    just I don't think excessive wear & tear is even a remote possibility in the circumstances.
    Originally posted by unholyangel
    Maybe, but game dont know do they
    • unholyangel
    • By unholyangel 12th Jun 17, 4:51 PM
    • 11,150 Posts
    • 8,401 Thanks
    unholyangel
    • #9
    • 12th Jun 17, 4:51 PM
    • #9
    • 12th Jun 17, 4:51 PM
    Maybe, but game dont know do they
    Originally posted by angryparcel
    6 months use and it failing? For contract purposes OP's 1.5 years in but that replacement failed in 6 months. How long would you expect a controller to last? I'd say at least 5-6 years. Meaning its only lasted around 1/10th or 1/12th of what it should have lasted. Even if it had been played 24 hours a day (which is unlikely - even die hard gamers with no job to go to need their sleep), that would work out around 2 hours a day over its expected lifespan which is less than I would expect an "elite" £120 controller to be able endure.

    As I said though, misuse is still a possibility - especially if its the exact same fault.
    Money doesn't solve poverty.....it creates it.
    • Salty McSalty
    • By Salty McSalty 16th Jun 17, 10:00 PM
    • 3 Posts
    • 0 Thanks
    Salty McSalty
    Just thought I'd update on progress, having spoken to the CAB and clarified my position i contacted Game and rejected it as not fit for purpose. A little to and froing later and I'm getting a refund. Have to say the customer services at Game this time were pretty good. Thank for the advice guys.
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