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robotmit's avatar
robotmit
Honored Guest
13 days ago

Formal Complaint – Repeated Quest 3 Replacement and Warranty Concern

I am writing to express my disappointment regarding the repeated issues with my Quest 3. Less than a year after purchasing it, I now have to ship it back for replacement for the second time. This is very concerning and raises serious questions about the device’s reliability and quality control.

When I asked about extending the warranty, the support agent informed me that only a 3-month warranty applies after receiving a replacement. Given the recurring issues, this period is clearly insufficient. I requested an exception or alternative solution but was told that was not possible and that I should submit a formal complaint.

I am very disappointed with this experience. At a minimum, I would expect a longer warranty period following multiple replacements, or an alternative resolution that restores confidence in the product’s quality.

I would appreciate your review of my case and a response outlining what steps can be taken to ensure I have a reliable, lasting device.

9 Replies

  • steve_40's avatar
    steve_40
    Superstar
    13 days ago

    That's not how it works. Refurbished replacements have a 3-month warranty, but if the remaining warranty on your original purchase is more than 3 months, then the larger period applies. So if your headset failed after 364 days on a 12-month warranty, you would get an additional 3-months cover when you receive the replacement (because your original warranty was almost expired). On the other hand, if it had failed after only 3 months, then you would still have 9 months of warranty remaining, regardless that the warranty on the refurbished headset was only 3 months.

    • robotmit's avatar
      robotmit
      Honored Guest
      13 days ago

      Well, yes. This what I was told. But my point is that this is a repeating problem.

      I would expect the meta team acknowledge the quality problem they have and the bad experience I had, and offer me a longer warranty time to assure me.

      if this pattern continues, I will find myself with another broken device in 4 months. Without warranty.

      • Maccyb123's avatar
        Maccyb123
        Superstar
        13 days ago

        I don't understand. How is it a  repeating problem when you're getting it replaced just once? There is a  12 month warranty which is potentially extended to 15 months if you get a replacement before the 12 month warranty is finished. Do you want a 12 month warranty on the replacement? Why would you assume that the problem you had with your original device will repeat itself on the next one? What exactly was the reason for the replacement?