6 months Meta support lost
Just want to tell my story here as I have had a 6 months ongoing 'support' from Meta, with many promises, but no solutions...
First, I bought the Meta Quest 3 at their store in San Francisco in November 2023, including the elite strap with extra battery. From early on I noticed that both the headset and the controllers were draining battery when turned off, and the controllers draining battery very rapidly when used, like from full to empty in a couple of hours of use. Then I started to experience connection issues with the controllers. In the end the right controller could not connect anymore due to a firmware update that failed again and again. In the end it did go, but then the thumbstick did not work anymore.
Then I reached out to get a replacement (March 2024). In parallel, Meta reached out with an offer to exchange the elite strap with battery, due to some reason. First they said I was not eligible, but then I was. But, given that I live in Brazil and it was purchased in the US, Meta could not do anything as Brazil is an 'unsupported' country. They could only send replacements within the US. Ok, I was going to the US in May, so they could send to my hotel. Later on this was not possible and we agreed that they could send to our office address in Houston. Then the dialog died away. Later they said it was sent, then later again, it had not been sent after all. From thereon the dialog deteriorated further. Only a US residence is possible to use, which I then provided them. Since July the standard answer on my approaches have been "I have left it with our specialist team, which will come back." Which they have done 2 times, asking for the same information again and again, and now also asking be to return elite strap and controllers, from Brazil to the US; and never more replying. 6 months later, there is no more believe that Meta will be able to do anything on this.
Meta is an international company, worth 1,350 billion USD, but have decided that some of the World is unsupported and rather spend hours and hours of 'support' involving 10+ people to delay and destroy any dialog or process that should be in place to replace their cheaply built products within guarantee.
I bought also the Oculus 1 originally, which was a great product - how is it possible to destroy so much going from 1 to 3 generation, on the hardware, I do not understand...
Well, that was my story - I hope it helps!
