I purchased an xbox elite 2 controller in 12/16/2022 from the gamestop of 2866 S. Rutherford Rd, Murfreesboro, TN 37130 store#5721. When purchasing the controller we were offered a 1 year or a 2 year warranty, if anything happens with the controller we can bring it in and get it replaced with a brand new one, no charge. I recently started having issues with the RB button and took it in today to 1970 Old Fort Pkwy Ste 3, Murfreesboro, TN, and Marvin told me although I was told I would receive a brand new one when I bought it, that they changed the process just 1 month ago and now I'm only entitled to a used or refurbished(fancy term for used) controller. Marvin expressed(poorly) that his hands are tied and there is nothing he can do. I then called customer service and spoke to Marty who said I can take it back to the location I purchased it at and that he would call them before I got there and see if they can take care of me. We get to the rutherford location, Samuel Whitman was very nice and Samuel tried to reach out to his area manager Michelle multiple times and was unsuccessful, he was able to get ahold of his store manager who had authorized for him to give me a new one, but unfortunately the location states they did not have one on hand, just a display box. While Samuel was checking with the location in Smyrna to see if they can help me, the other associate said how Marvin gets complaints left and right, and that he should have offered us a new one to make this right. The Smyrna Nissan location ultimately told them no they wouldn't help us, but told Samuel there is a refurbished controller online that he could order and to offer that to me. I was told when I bought the warranty, if there are any issues I can bring it back within 2 years and get a brand new one. I offered both locations an opportunity to refund me for my warranty, refund me for the controller and take it back or to get me a brand new one which is what I was promised when I was talked into purchasing the warranty. I will take this as far as I need to, policy changes after a purchase that interefere with the promises and prior policies are unethical and I will not let this go. I want a refund for my controller completely, or allowed to turn it in for a brand new elite 2 controller. Contact me. If not contacted I will continue to report this business to all the proper channels. read more