Headset permanently broken after software update — tracking failure, case being closed with no fix

Hi everyone,

I’m hoping someone here can help.

About a month ago, my Meta headset became completely unusable immediately following a software update. Since then, it displays only a black screen. The device powers on and I still hear audio, but the display and tracking system completely fail. Support has now confirmed that the tracking system itself is the issue and is not fixable through normal troubleshooting.

The headset worked perfectly before the update.

I’ve spent weeks working with support, completing every troubleshooting step they asked for. Today I was told they are closing my case without repair, replacement, or refund  despite acknowledging the failure happened after the update and that the tracking system is the cause.

This is extremely frustrating. A manufacturer software update should not permanently disable the hardware, and closing the case without resolution feels wrong.

Has anyone else experienced this after an update?

If so, how did you get it resolved?

Any advice on escalation paths within Meta would be greatly appreciated.

I've truly never had such disappointing treatment and run around from customer service. I just keep getting put off that a team is reviewing the case but no real resolution and then today they are looking to close the case.

It's my sons quest 3s and he takes immaculate care of it. His twin is in the hospital a lot and this quest is a life line for him and his friends when things get hard. This ruined a lot of the Christmas gifts we got him as they were related to his quest and he's been without it for over a month. 

Thank you