Quest 2 rendered unusable after Meta update — written denial of free replacement (Case #08886194)

I’m posting this to publicly document an unresolved issue with my Meta Quest 2 that began immediately after a Meta software update and has left the device completely unusable.

The headset now exhibits the following behavior:

• Passthrough flickers continuously
• Screen freezes, brightens, then goes black
• Controllers vibrate repeatedly
• Device cannot complete setup or the initial tutorial

I have exhausted every troubleshooting method available, including multiple reboots, factory resets, re-pairing, charging, sideloading firmware, and repeated setup attempts. There is nothing left to troubleshoot.

I contacted Meta Support and was issued a case number (Case #08886194) During that support interaction, I received a written denial stating that Meta will not provide a free replacement and that my only option is to pay for an out-of-warranty replacement — despite the fact that this failure occurred after a Meta update and was not caused by physical damage or user error.

Multiple users on the Meta forums have reported the exact same failure following updates, strongly indicating this is a Meta-caused defect. Nevertheless, Meta support has refused to replace the device at no cost.

I am being asked to pay nearly the cost of a new headset to replace hardware that was effectively rendered unusable by a Meta software update. Additionally, Meta’s support system initially prevented me from properly submitting a warranty claim by incorrectly stating I had “no device connected,” even though my headset was linked in the Meta app.

I am requesting:

1. A moderator or supervisor review of my existing support case
2. Authorization for a no-cost replacement due to an update-caused failure

I am posting this here so the issue is publicly documented and can be reviewed by someone with the authority to resolve it properly.

Thank you.