Forum Discussion

Lifsneif1's avatar
Lifsneif1
Explorer
5 months ago

( Problem hast solved from Meta Support )

Hi everyone,

 

I recently bought a Meta Quest 3 bundle with the Elite Strap and battery pack for €625. After just three days, I noticed my right trigger is squeaking and the right battery cover is loose and sliding around.

 

I contacted Meta Support and received a return label for the controller. However, they informed me that the replacement will be a refurbished unit.

 

From Reddit and other forums, I’ve read that many people have had poor experiences with these refurbished replacements.

 

According to EU consumer law (specifically Directive 2019/771, implemented in Germany as § 439 BGB), I am entitled to receive a brand-new controller as a replacement during the statutory warranty period.

 

I’ve already replied to Meta Support insisting on a new controller, not a refurbished one.

 

Has anyone else dealt with Meta Support regarding this issue? What were your experiences with requesting a new versus a refurbished replacement?

 

Thanks 

 

I created this Text with chatgpt. German to Englisch Translation 

controler
quest 3
replacement
Support

8 Replies

  • Maccyb123's avatar
    Maccyb123
    Expert Trustee
    5 months ago

    Meta must follow consumer law as it applies in Germany and ever jurisdiction where they officially supply products. Sending you a refurbished controller seems to be in breach of the law. I would first contact your official government customer protection office to confirm that you are correct and you send an official confirmation to Meta quoting the law and it's reference number warning them that if they breach the rules they may suffer consequences such as fines and you may seek compensation for breach of the customer contract. Don't accept it. 

      • Choleni's avatar
        Choleni
        MVP
        5 months ago

        Not quite..... the principle that Meta cannot go against the local law is true👍😂

    • Lifsneif1's avatar
      Lifsneif1
      Explorer
      5 months ago

      According to § 439 of the German Civil Code (BGB), the buyer is entitled to a defect-free item as a replacement.

       

      The law does not explicitly require the replacement to be brand-new, but that it must be free of defects.

       

      The EU Directive emphasizes consumer protection and fair conditions. Some consumer protection agencies argue that a used or refurbished item is not automatically considered defect-free if its quality or warranty is compromised.

      • Choleni's avatar
        Choleni
        MVP
        5 months ago
        Lifsneif1 wrote:

        The EU Directive emphasizes consumer protection and fair conditions. Some consumer protection agencies argue that a used or refurbished item is not automatically considered defect-free if its quality or warranty is compromised.

        But that's just an arguement not law.
        If you want new stuff, give the entire headset and all components back to the seller and get your money back..... you are still in the 30 days return period.

        Then order a new device..... it's the easiest way.