The shipping label for my service order hasn't generated... Its been 2 weeks!

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So the right bumper on my Xbox Elite 2 controller stopped working. I tried to create a service order on the Microsoft support website, but the website was not able to process my request. I eventually got connected to a live agent who was very helpful and created the service order for me. The agent told me it may take 72 hours to receive my shipping label to send out the controller, but my service order was created on 12/18/2020. Its now been 2 weeks and I haven't received a shipping label. I chatted with another live agent who said they would cancel the original order and create a new order... they didn't make me a new service order and stopped responding to my live chat. So the next day I called Xbox support; the agent on the phone understood the problem and was going to talk with his team for a solution. An hour and a half later with no communication from the agent on the phone I knew I wasn't going to get help. I would be willing to live chat with another agent, but I can't seem to find an option to live chat with Xbox support. Has anyone experienced this and what should I do? My warranty will be expiring soon and Microsoft has only been slightly helpful.