Can’t trade in product with my warranty (HELP)

Ive been having issues with returning a controller that hasn’t been working and am trying to get a new one through my warranty. I have it until July of next year, and yet when I type in the serial number it says “this item is no longer eligible for return, refund, or replacement”

I got there through the support page, because when I try to look for my device on the website, it says “we couldn’t find any devices associated with your meta account” even though when I’m on the actual quest app everything works fine and is detected. I’m so confused and a little annoyed that brand new my controller just stopped working even after replacing batteries, pairing and unparing, ect. And that despite that I can’t even get my promised replacement.