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SillyToucan1571's avatar
SillyToucan1571
Honored Guest
29 days ago

Meta support team is incompetent

Has anyone else have to deal with the lack of support from the meta support team?? My son’s quest 3s screen went black (after using it for 3 weeks) Sent it to meta so they can fix or replace it. I was informed 1/5/26 that it will take 5-7 business days for it to be delivered back to us. It’s 1/14/26 and they haven’t even put it in the mail yet. I emailed meta back and they seemed to have lost it because now they are telling me it’s been escalated to the internal team and they are working on the best possible solution for me. The best possible solution would be for Meta to fix the problem and send me a NEW, not refurbished Quest 3s.  I would never refer a friend or family member to purchase anything from Meta as this has been a very frustrating experience. 

3 Replies

  • steve_40's avatar
    steve_40
    Expert Consultant
    29 days ago

    The warranty fine print is that you will get a refurbished unit. It would have been better if you had returned the unit to the store where you bought it, or requested a refund then bought a new set. When Meta says something will take "days", replace that with "weeks". Expect it to take 5-6 weeks to get your refurbished unit. No point complaining here though, this is the community forum and we can't do anything about these issues. Official support will probably never see your post.

  • SillyToucan1571's avatar
    SillyToucan1571
    Honored Guest
    29 days ago

    Tried taking it back to Target first. They have a 30 day return policy. I purchased it 10/24 so I could have it for my son’s bday on 11/2. He had it for 3 weeks before the “new” headset went blank. I think they’re all refurbished. What a waste of time and money. I’m glad I got the warranty through Allstate, they are refunding me. Meta is TRASH! 

    • steve_40's avatar
      steve_40
      Expert Consultant
      29 days ago

      Well, they are the cheapest headsets on the market, so the quality also suffers. Apple Vision Pro costs over $AU 6,000 and still only has 1 year warranty. VR is not a cheap hobby.