41 Days Without a Warranty Replacement – Meta Support Failing Customers

This is happening to me, too! RMA opened July 30, return was received and accepted August 7, and every time I follow up they say "rest assured, we're working on it". 

Having been through the RMA process myself, I can tell you that Meta Customer Support is VERY slow and they love to shuffle their feet. Patience is everything.

Update – 45 Days Without a Controller

I wanted to provide an update since my original post.

It has now been 45 days since I turned in my controller, and 16 days since RMA #3958040264342666 was opened. Despite this, I still have no replacement.

Support continues to escalate my case between ticket numbers 08467366 and 08515680, but the only answers I get are vague “investigations” and repeated assurances that someone is “working on it.” I’ve since learned that the delay is due to product availability, but this was only revealed after weeks of circular responses.

As it stands today:

• No replacement shipped.
• No concrete timeline provided.
• Support agents keep cycling through the same scripted apologies.

This is now well beyond a reasonable timeframe for a warranty claim. Customers should not be left in limbo for over a month and a half because of Meta’s logistics or inventory issues.

I was a day-one Quest 3 buyer and an early supporter of this platform, but this experience has completely shaken my confidence in Meta’s ability to handle warranty obligations.

Meta: I want my controller shipped immediately. Your customers should not be punished for internal problems you refuse to resolve transparently.

— MASTER_BEEF

I bought one for my nephew and he got the grey screen of death due to the system not being able to update the new technology so it has to go back. I’ve been fighting their Indian customer service and their scripted emails since May and it’s now the end of August. Had I know their customer service was trash, I never would have purchased this product. I can’t wait for them to get hit with a class action lawsuit

Update – 55 Days Without a Controller (RMA #3958040264342666)

after relentless contact with META, they MAY have sent the replacement

It has now been 55 days since I first sent in my defective Quest controller under RMA, and 26 days since Meta opened the second RMA. At last, after endless escalation loops, cancelled orders, and stonewalling, a replacement order (#1042527461108413) has finally been created — with an estimated arrival date of September 12, 2025.

Timeline of Meta’s failures:

1. July 12, 2025 – First RMA opened. I shipped my defective controller back.
2. August 10, 2025 – Second RMA (#3958040264342666) created after no progress on the first.
3. Mid-August 2025 – The second RMA package was stolen or destroyed by UPS in transit. Meta failed to expedite or take responsibility.
4. August 31, 2025, 01:07 PM GMT – Support agent “Eisssa45” connected to my chat, then left without saying a word (transcript saved).
5. September 4, 2025, 3:32 PM – I received an email: “We canceled your Meta Store order #1024119922949167…” with no explanation.
6. September 5, 2025 – Nearly an hour of chat with Meta agents “Conan” and “Daisy”:

Conan asked for my order number, then immediately tried to upsell me Quest accessories while I was demanding answers about my 55-day-old RMA. He offered scripted apologies, avoided every direct question, and eventually left the chat without resolving anything.

Daisy finally admitted:

• Order #1024119922949167 was cancelled due to an “internal error.”
• A new replacement was created: Order #1042527461108413.
• The second RMA (#3958040264342666) is “still active,” but only today — 55 days later — did Meta actually generate a valid replacement.
• Tracking info would appear “in a few hours” or “over the weekend.”
• Compensation will only be considered after I finally receive my replacement.

Latest development (Sept 5):
I received confirmation that order #1042527461108413 has been processed, with an expected delivery date of Friday, September 12, 2025.

Where things stand after 55 days:

My defective controller has been gone nearly two months.

UPS destroyed the second RMA in mid-August.

Meta cancelled my first replacement order (#1024119922949167) after sitting on it for 55 days.

Only today was a valid replacement order created (#1042527461108413).

The replacement is supposed to arrive Sept 12 — nearly two full months after Meta received my defective unit.

Meta refuses to discuss compensation until after delivery.

This entire saga — endless escalations, cancelled orders, scripted apologies, UPS loss, and upsell attempts mid-complaint — is a showcase of systemic failure in Meta’s warranty process.

As a day-one Quest 3 buyer with over $1,000 invested in the platform, I find this appalling.

Meta: you’ve finally shipped my controller. Now show good faith by compensating me for the 55+ days of delays, stress, and repeated failures. Respect your customers and honor your warranty obligations not just in words, but in actions.

— MASTER_BEEF