Forum Discussion

Truffa3's avatar
Truffa3
Honored Guest
5 months ago

Warranty Policy and turnaround

I had bought a new Quest 3 headset, my 6th headset actually since the old GO.  I had the headset for 2 days.  First run there was a blurry X on the screen and white 'snow'.  I followed warranty process and returned for replacement.  Meta received the headset 9/11 and as of today the status still says awaiting arrival.  I am being told the warehouse is still reviewing my claim???  My question is...what is there to review on a warranty claim for a clearly defective headset?  Also does anyone know what the turnaround time normally is?  

4 Replies

  • MetaStoreHelp's avatar
    MetaStoreHelp
    Community Manager
    5 months ago

    Hi Truffa3,

     

    Thanks for reaching out with your warranty replacement question.

     

    It is regrettable to learn that you've been having problems with your new headset. 

    We at Meta Store Support, can understand your eagerness to get back to enjoying your VR experience, please be reassured that the dispatch center will process your replacement as quickly as they possibly can. 

     

    On average, once the dispatch center has received the product, it will be inspected normally within 5-7 working days from the date that they receive the product for any qualifying returns. 

    So including the weekends, based on the average timescale, processing should have been completed 22/23.

     

    If you have the original support ticket, we would recommend reaching out to the team dealing with your replacement and just requesting an update.

     

    Thanks. 

     

  • Truffa3's avatar
    Truffa3
    Honored Guest
    5 months ago

    After several conversations with several individuals at Meta support I received a headset.  It is kind of sad...I bought and paid for a NEW headset, and it was returned less than a week after the first use and they replaced it with a REFURBISHED (USED) headset...So basically, I overpaid for a refurbished headset...so long as it works, I guess I should be happy I do not have to deal with customer service again.

    • Choleni's avatar
      Choleni
      MVP
      5 months ago

      Hi Truffa3​ 🙂

      I completely understand your frustration.

      Unfortunately, those are the warranty terms... not just for Meta.☹️

      If you have problems with a device immediately after receiving it, it's better to return it, get a refund, and buy a new one... rather than using the warranty.

  • nova.jsonn's avatar
    nova.jsonn
    Honored Guest
    4 months ago

    Yeah, I’ve seen similar cases discussed on Fapello most people recommend going for a full refund right away instead of relying on the warranty process.