Forum Discussion

robotmit's avatar
robotmit
Honored Guest
4 months 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.

Waah!

20 Replies

  • steve_40's avatar
    steve_40
    Visionary
    4 months 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
      4 months 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
        Consultant
        4 months 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? 

  • WWCool's avatar
    WWCool
    Honored Guest
    15 days ago

    My original Quest 3 was returned because of performance issues. The SIX refurbished headsets and the a second new headset all had the same performance issues. After all that, META still wanted to send me another (which would have been the 9th) headset, stating they understand my frustration and thank me for my patience. I asked them how many times I had to go around this endless merry-go-round and asked for a refund. I’ve spent thousands on META hardware and software but was told my 30 day refund window had passed. 

    I never had any issues with my Quest 2. Quest 3 is an inferior product and should be withdrawn 

    • steve_40's avatar
      steve_40
      Visionary
      15 days ago

      Quest 3 is an inferior product and should be withdrawn 

      Don't take my Q3 headset away, it's working great 🙂.

    • Maccyb123's avatar
      Maccyb123
      Consultant
      15 days ago

      Do you want all one and a half million headsets withdrawn? The vast majority of people, like me who don't have any problems might be very upset. 😢 😁 You do seem to be very unlucky though. I wouldn't be spending any money on lotto tickets given the luck you're having!. Seriously though, it must be very frustrating for you. I would not be happy about it either. Maybe your 9th headset will be the good one. 🤞 🤞 🤞 ☘️ 

      • WWCool's avatar
        WWCool
        Honored Guest
        15 days ago

        Glad you are have a laugh at my expense. The 9th, or the 10th, or the 11th. When is enough just enough. I have been more than cooperative, done everything that has been asked and have been very optimistic and more than patient. I asked for a refund considering I am not getting an acceptable product and was told past the 30 day refund policy. Should have done that with the very first one I got, but followed META instructions instead. Even the refurbished were unacceptable when I received on that reeked of someone else’s sweat! Totally not acceptable