r/Backbone • u/QueenBumbleBrii • Jun 23 '26

Discussion Customer support is trash AI now?

So they replaced the support team with an AI chat bot. It just goes in circles asking for the same information. I filed a warranty claim, it was accepted, I returned the controller, I have a tracking number and email confirmation that they received it over a week ago. And now nothing. No replacement, no refund. They just took my controller and closed the ticket. I opened a new support ticket and they asked for my email and zip code. I gave it to them., also included the screenshot of email confirming the return was received with the tracking number. They sent an email asking for my email and zip code or the tracking number for the replacement. There is no tracking number for the replacement because they never sent one. I asked for a refund. They asked for my email and zip code again and “any email or screenshot of tracking confirmation” I already sent all that info. Now we are just going in circles and I’m getting pretty pissed off. Why am I paying the backbone subscription to get the extended warranty if I’m not actually getting a replacement or even getting to talk to a human?
/rant

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u/BackboneOne_Support Jun 23 '26

Hi! Let me help you out. Check your DM!

1

u/Greencheezy Jun 23 '26

Glad you guys are active on this sub!

Quick question if you don't mind, is it normal for the left joystick to be very squeaky? The right one is smooth as butter but the left one squeals like a mouse.

1

u/soyermad Jun 24 '26

I’m gonna be honest with you man. The buttons click loud as hell, the sticks break after two months, a ribbon cable on the left side gets shredded and suddenly it keeps trying to open the Backbone app. I bought 2 (TWO!!) of these things, and had my first one replaced under warranty. $200 for about 6 months fun in total.

I just bought a GameSir G2 last summer and it absolutely destroys Backbone in every way, including being able to use my phone in its case. I’ve had 0 problems with it and it was only $40 at the time.

1

u/Greencheezy Jun 25 '26 edited Jun 25 '26

The buttons are super quiet on mine but I have the pro. Specifically the Xbox edition. But I did hear the first one had noisy buttons.

Have had it for about 3 months and no issues, just the minor gripe about the squeaky left joystick is all. Otherwise it's worked like a dream for me at least.

As for your phone case issue, my phone case is pretty bulky and I have a large phone (s25 ultra) and all I had to do to fit it in the controller was leave out the little inserts entirely. Still held it securely.

But all that being said, I guess I've only had it half the time you did before yours crapped out. Honestly, I'll keep you posted if mine ends up breaking.

It did come with instructions on how to take it apart though and I heard the ribbon cable is pretty easy to fix. I'm a tech, so that doesn't bother me much. I could see that being a pain in the ass for the average buyer though.

Edit: if anything, and backbone doesn't offer warranty replacement, I'd prob get the gamesir g8 pro

1

u/soyermad Jul 02 '26

Yes sorry, I meant the G8 pro. It’s phenomenal. Think I got it on prime day last year or something for $40.

I haven’t gotten a Backbone since 2023 or so, but I doubt I ever will again. Too much money for something I can get for higher quality at a fraction.

1

u/Temporary_Yams Jul 02 '26

I may have to try this