Meta Warranty-Lost Son’s Device…Investigation?
Desperate for resolution and looking for help. It appears that where I shipped the headset for warranty may have lost my son's Quest 3s based their emails. I was told on 9/16 and 9/17 they had my device and a replacement was being shipped only to be told on 9/18 an investigation is being done. I can’t get a clear answer on to what is being investigated or a timeline, same replies just different verbiage.
My son has a neurological condition that keeps him from playing contact sports that he would love to play but can’t and this has been his outlet since 2019 but I don't have the funds to just buy another one. Below is a recap of timeline. Looking for a better customer service email, phone number, anything that will help get this resolved.
- 9/6: Meta emails me an RMA + FedEx label.
- 9/9: FedEx confirms delivered.
- 9/15- 9/17: Meta admits it’s delivered & “eligible for replacement” I was checking daily because status wasn’t updating.
- On 09/16 I see the RMA was canceled, a new one appeared, then another when I followed up on 9/17.
- 9/18 "...we are still actively coordinating with our warehouse team and the courier to locate your package and resolve the issue"
- 9/21 Today’s email when asked for specifics on what has to be investigated “I’d like to clarify that while our system shows your return was received, the replacement request was unexpectedly canceled on our end. Our internal team is currently looking into why this happened. Please be assured that we are working to resolve this as soon as possible so you can receive your replacement.”
That's truly awful. There seems to be a fatal flaw in the process and you're going around in circles. I don't know if it will help but I copied the link to your post here and passed it on to support. Hopefully they'll do something.
