Participant

Question

NEED HELP: Meta RMA is caught in a support doom loop

Forum|Forum|4 months ago
June 10, 2026
27 replies
522 views

Need advice on what to do

Facts:

I bought a Meta Quest 3 headset, and the right controller was faulty
After going through all the troubleshooting steps, Meta support raised an Advanced Return Replacement on 19 APRIL 2026
Meta asked me to return the faulty right controller even though they had not sent a replacement, so I did, following all Meta instructions - resulting in FedEx delivery tracking confirmation on 24 APRIL 2026 (I have proof-of-delivery for the tracking number)
When I did not receive any replacement, I contacted Meta support chat on 4 MAY 2026 - and have been in a frustrating doom loop of Meta chat support staff (some 20 different people) - with frustratingly non committal reassurances / updates that my case is being "investigated" by a "specialist team"
Meanwhile, I have not received any replacement, and I keep getting Meta emails asking me to return the device and threatening to charge me for the REPLACEMENT WHICH WAS NEVER SENT - the last email dated yesterday 9 JUNE 2026 states "This is the final reminder to return your original item for your advanced replacement request. If we don't receive it within 5 days, we'll process a charge for your replacement in line with the advanced replacement programme terms"
It is obvious that the "specialist team" has not done anything all this time.
I contacted Meta support chat again today 10 June 2026, and got the same non committal reply that someone will "update" me in a few days
Can anyone advise how to get the unlawful charge stopped, and the replacement sent out? Its now 52 days since the RMA was first raised!!!!
My query about how to make a complaint was completely ignored - isn't it contrary to consumer protection laws for an international company like Meta to fail to have (1) a working warranty process, and (2) a consumer complaints process?

Choleni

Honored Contributor

Hi Yvette88 🙂

This is a public forum.....you should delete all those details like replacement/case/serial numbers from yor post.... you can edit your post by tapping on the little gear in the upper right corner.

About your replacement......

I keep getting Meta emails asking me to return the device and threatening to charge me for the REPLACEMENT WHICH WAS NEVER SENT

You have the proof that it was sent and arrived at Meta. Tell Meta that you are ready to take legal actions.... it might help.

Meta took my money and I have no Quest 3 | Meta Community Forums - 1374323

I don't know, if you were in contact with support via email all the time.

If so, try the chat or WhatsApp option HERE, the chance talking to a human rather than a bot might be bigger then.

Fingers crossed this got resolved soon..... good luck 🤞🤞

Y

Yvette88Author

Participant

Thanks for the tip on editing Choleni ..... have updated

Unfortunately I already told Meta support that I was ready to make a complaint to the consumer protection agency in my country weeks ago .... which did not make any difference, they still failed to take any concrete action.

I raised 2 support chat cases (3 interactions), but each time, the staff were non-committal, and not helpful (even just terminating the chat on me). And I have some 20-30 similarly non committal and not helpful emails with Meta (which are obviously written by bots).

thanks for your tip on trying whats app .... I'll give it a go

I certainly wont be spending any more money on anything to do with Meta ever again after this. Meta have loads of time and resources to profile people to sell advertising to increase their profits, but couldn't care less about basic warranty obligations which do not make them any money.

Choleni

Honored Contributor

Yeah, I admit, their warranty process definitely needs improvement. There are a lot complains.

Luckily, my Q2 and Q3 are just running fine since years.🙃

Y

Yvette88Author

Participant

UPDATE: Zero progress after a total of 72 days! No advanced replacement has been sent because ... Meta does not have any stocks of refurbished units! (reply from one honest support staff). Other than this one person with professionalism, honesty and integrity, I'm getting the usual AI generated BS that the (non existent) investigation team is still following up on my case. Blatant lies and unethical disrespect by Meta support.

This warranty situation is outrageous - I paid for a fully working VR set in good faith. Meta sent me a set with a faulty right controller. And now any replacement depends on Meta having refurbished stocks! Inventory levels are Meta's problem, and should not affect prompt customer warranties. Meta should send a working new right controller. They are actually in breach of basic contract law - as I have never received what I paid for.

It is disgraceful, that Meta, a global company with Billions in revenue, is unethically and unlawfully effectively defaulting on its legal customer warranty obligations. Meta has also flat out refused to give me any refund.

At this rate, I seriously don't expect to get any advanced replacement - what profit oriented company honestly wastes valuable human time, money and resources refurbishing, testing and certifying items that are so cheap to make brand new in China? The amount of support staff time wasted on replying, lying and stalling me for 72 days is probably already more than the cost to make a new right controller.

DO NOT BUY ANYTHING FROM META UNLESS YOU ARE PREPARED TO GET CHEATED AND SCREWED. I've been cheated out of SG$720 by Meta, as I never received a fully working VR set since I originally paid for the thing on 5 DECEMBER 2025! (today is 1 JULY 2026)

I've already made an official complaint to the Singapore consumer protection agency

M

Maccyb123

Honored Contributor

Yvette88 Unfortunately other people people have similar issues. It's really not acceptable.

Here are some links to talk to Meta Support directly. I see that you have already, but there are a couple of other options here. Good luck!

https://www.meta.com/en-gb/help/support/?g1=5960237440706837&g2=26500769372871399&g3=none&et=none&sg=skip

Y

Yvette88Author

Participant

Thanks Maccyb123 .... unfortunately, I had already exhausted all those communication avenues previously ... they only resulted in the same BS AI chat bot assisted replies.

Do you happen to know the complaints procedure in Meta? I have asked the Meta support staff many times, but they never reply. So unethical & unprofessional to not disclose any complaints procedure.

M

Maccyb123

Honored Contributor

steve_40 The Tolstoy of the Meta Community! 😁😁

C

CallMeGUY13

Participant

Any updates other than “we are working on it”

M

Maccyb123

Honored Contributor

CallMeGUY13 Did you read the thread? What exactly do you want to know?

C

CallMeGUY13

Participant

Maccyb123 i want to know where my Damm remote is they should have let me know it wasn’t in stock before I sent it .. it toggle bottom would move on its own but was still usable didn’t know I’d get robbed by them and customer service people are so rude

C

CallMeGUY13

Participant

Make a complaint to the Better Business Bureau

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