Very disappointed with customer service, my son pu...

Very disappointed with customer service, my son purchased the gears of war 4 limited edition elite controller when it came out, being a collector of special editions, the higher price for it was worth it to him. The controller stopped charging, so he called into microsoft, and they said they would replace the gears of war 4 limited edition elite controller, and just to send in his and they would send him a new one. Great! he send it in, and waits, and finally it comes, but they send him a regular elite controller, he calls in again, and is told that the special edition is not available, so therefore, he gets a replacement of the regular one! He has the email stating that they would send the special edition, now he has lost the special edition controller he sent in, and in speaking with the apparent "supervisor" thats just the way it goes!!! My son has spent alot of money for microsoft products over the years, and people collect special editions for a reason, and the company charges a high price for these special editions to obtain these people as customers. He was mislead when he let his special edition go back to the company, and now they cannot even get it back to him! He should have been told they could not replace the special edition, and given him some options on what to do, before letting it go. Unacceptable service. I would also like to know, what does microsoft think customer service is? They have the site, but where is the service? We are loyal customers, and did not get any.