Forum Discussion

danny81.2023's avatar
danny81.2023
Explorer
31 days ago

Meta lost returned device. Options?

I requested a return on a broken device still in warranty over 2 weeks ago and it has been over a week since Meta signed for delivery of the return, but it is still “awaiting delivery”. I’ve reached out to several people and they have all but acknowledged that it is lost, but they will not process the RMA, saying that I should wait and trust them while they will not provide a timetable for resolution.

I see others have had this same problem. At what point do I put my foot down and explore legal options if they refuse to process the RMA? 

6 Replies

  • Maccyb123's avatar
    Maccyb123
    Superstar
    31 days ago

    I've seen quite a few similar situations reported here in the comments. It can take a lot longer than 2 weeks to get through this process. It getting lost is nothing new. It will hopefully be found soon. It can take nearer 2 months.  Take whatever action you feel is necessary but there's a good chance that the support team here will get in touch with you and maybe speed things along for you. Good luck and I hope you're not waiting too long. 

    • danny81.2023's avatar
      danny81.2023
      Explorer
      31 days ago

      So far the response from Meta has been extremely poor. But I have proof of delivery, so the fact they cannot locate it is their problem. 

      • Maccyb123's avatar
        Maccyb123
        Superstar
        31 days ago

        Yes, totally their problem. Keep the pressure on them. 

  • MetaStoreHelp's avatar
    MetaStoreHelp
    Community Manager
    20 days ago

    Hi danny81.2023,

     

    Thank you for bringing this issue to our attention!

     

    We just came across your post, and we wanted to stop by and help you with the issue you're having with your replacement device.

    We understand that this isn't the best situation and is affecting your overall VR experience, so we would like to apologise for the inconvenience this has caused. It has come to our attention that you are already in contact with our support team, and you have stated that they are currently investigating your situation. 

    Here at Meta, customer satisfaction is of the utmost importance and we strive to provide our users with the highest level of support possible. Please rest assured that our team is actively working on your case and will keep you updated on the progress as soon as they have an update. 

     

    We understand your frustration and are committed to resolving this matter as quickly as possible. In that regard, please send us a private message with your ticket number so we can follow up with our team internally, request an update, and make them aware of your continued efforts.

     

    In order to send us a PM, please select our name to get to our profile page, or click here: https://metaque.st/CommunitySupport. Next, click "Send a Message" to privately message us! Please remember, you must be signed into the community first to send us a private message.

     

    We hope to hear from you soon!