Forum Discussion

arias1004's avatar
arias1004
Explorer
4 months ago

Meta RMA Endless Waiting I need help

I issued my RMA on the 4th and shipped it out on the 8th via FedEx air. By the 10th, FedEx showed that it had already arrived in Hong Kong airspace. I thought, “Okay, things should move smoothly now,” and went to bed feeling relieved.

But then… nothing. For days, the status just sat there: “Awaiting arrival”. One day passed, then two, then over a week still nothing.

Even when I email, all I hear is that the case is “under investigation.” I only receive a template-style update if I keep asking repeatedly. Unless I reach out myself, Meta leaves me completely in the dark.

You already received my Quest Pro controllers — so why haven’t you returned them? If I ask whether they’re lost, the agent says no. According to FedEx tracking, they arrived at the center on the 10th. So if they weren’t lost in transit, then were they lost inside the center? Again, I’m told no.

All I ever hear after several conversations is: “We are still looking for them inside the center. Please wait.” But how much longer am I supposed to wait?

It has now been 22 days since they arrived  12 business days, which makes it the se

Headset
Meta Quest
Meta Quest 2
Missing
return

18 Replies

  • MetaStoreHelp's avatar
    MetaStoreHelp
    Community Manager
    4 months ago

    Hello arias1004 !

     

    Thanks so much for reaching out and sharing what’s been happening. We understand that your return has been marked as “Awaiting arrival” for quite some time, even though FedEx tracking shows it reached our center. That delay,  especially without clear updates is understandably concerning, and we appreciate your patience while we work through it.

    To help us investigate further and provide a more personalized update, could you please send us a private message with your case number? Once we have that, we’ll be able to take a closer look and support you more effectively.

    We’re here to help and will do our best to move things forward for you.

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      4 months ago

      Hello arias1004 !

       

      Thanks so much for reaching out and sharing what’s been happening. We understand that your return has been marked as “Awaiting arrival” for quite some time, even though FedEx tracking shows it reached our center. That delay,  especially without clear updates is understandably concerning, and we appreciate your patience while we work through it.

      To help us investigate further and provide a more personalized update, could you please send us a private message with your case number?  

       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. Once we have that, we’ll be able to take a closer look and support you more effectively.

      We’re here to help and will do our best to move things forward for you.

       

      • arias1004's avatar
        arias1004
        Explorer
        4 months ago

        I just sent a message including the case number, RMA numbers, and FedEx tracking numbers.

  • arias1004's avatar
    arias1004
    Explorer
    4 months ago

    It seems you are unable to view the message, so I am providing the full text. Also, why is the email team reviewing this?

     

     

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      4 months ago

      Hi arias1004, thank you for getting back to us. 

       

      Unfortunately, we are still unable to see your private message.

       

      If you have a case currently ongoing with our email team, we'd kindly ask for you to liaise with them directly to avoid any confusion or delay in response. 

       

      Thank you so much for your patience and cooperation whilst we work to get this resolved for you. 

       

      Best wishes!

      • arias1004's avatar
        arias1004
        Explorer
        4 months ago

        I desperately need help. Support from the email team is extremely slow and passive. Alternatively, I can temporarily share the entire message—including the case number, RMA number, and FedEx tracking number—here in this discussion thread for your review, and once you’ve checked it, I will delete it.