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