Meta are not providing the replacement Quest 2 I am owed and are not being helpful at all.
Hello all.
A few months ago after an update, My Quest 2 bricked. After going through trouble shooting and all the fixes available to me I sought help from support. A team member told me it was grounds for replacement, and we initiated that process.
I followed the instructions, and sent in my faulty console. On June 24 I got an email saying I should have my new one in 5-7 days. Two weeks after that email, I still received nothing.
I contacted support, who then realised there was an issue and promised to escalate it, saying I would receive an update shortly. No update.
Since then I have been regularly contacting meta to ask 1) what went wrong, 2) expected timeline of replacement, and 3) why their internal investigation means I can't get the new console I am owed since they took my old one.
Every time I get the work around saying it's being investigated, they can't do anything, with no one addressing my core concerns. They will not provide details, nor additional provide additional contacts to me for escalation purposes. I have managed to get someone to tell me that apparently it was shipped to the wrong address, and they won't give me a new console until the previous one has been recovered.
The length of time it's taking and the obscure communication style are not in accordance with Australian consumer law, and have been incredibly frustrating. Multiple team members have acknowledged these facts, yet nothing new is happening as far as I can see.
Do any of you have a story such as mine that had a successful resolution? Or any contact method to talk to someone at meta who can actually help me?
I feel ignored and bullied, since meta has the power to issue me a new console, but are refusing until they complete their own investigation. This should not impact me as the consumer (as per my rights) and it seems as if they are just hoping I will go away.
I have done nothing wrong and have gone from having a faulty product, to no product at all, with no clear information as to why. It seems to be a breach of Australian consumer law, as well as horribly inconvenient.
Any help would be appreciated!
