Forum Discussion

ZandermaulVR's avatar
ZandermaulVR
Honored Guest
11 days ago

Quest 3 Safety Issue - DOA - Support Loop with 6 Agents

Hi ,

I received my Quest 3 on April 2nd from Amazon and the Right Controller is DOA(Dead on Arrival). It gets dangerously hot and drains the battery to 0% rapidly even when the headset is completely powered off. This is a major safety hazard and a clear hardware defect (fire risk).

I’ve been stuck in a support loop for 3 days with SIX different agents (Miley, Joyce, Morrison, Levi, Deejay, and Mea). One agent promised to escalate this to a "Specialized Team" but the next day I just got another generic template asking for the same info I already sent. It’s clear no one is actually reading the case history or taking the safety risk seriously.

I’m not waiting weeks for a standard RMA on a brand-new device. I’ve already offered a Security Deposit for an Advanced Replacement so Meta has no financial risk. Also, since my Horizon+ trial is running while the device is unusable, I expect at least 30 Euro in Quest Cash for the downtime and this terrible experience.

If Meta can't authorize a deposit-based replacement for this controller immediately, I’ll just return the entire Quest 3 unit to Amazon for a full refund. A retail return of a defective unit will cost Meta significantly more in fees and lost value than just shipping me a working controller now.

Can a moderator please escalate this to a Senior Supervisor?

 

Thanks

2 Replies

  • Choleni's avatar
    Choleni
    MVP
    11 days ago

    Hi ZandermaulVR​ 🙂

    This a user forum, nobody here will/can escalate your problem.

    ZandermaulVR wrote:

    If Meta can't authorize a deposit-based replacement for this controller immediately, I’ll just return the entire Quest 3 unit to Amazon for a full refund.

    That's what I would do, if I were you.

    Meta won't send you a new controller, but a refurbished one.

    This is ok to me if the device were already a few months old, but not if it's brand new.

     

  • steve_40's avatar
    steve_40
    Honored Visionary
    11 days ago

    I’m not waiting weeks for a standard RMA on a brand-new device.

    Meta don't do repairs themselves, and they have a severe shortage of refurbished controllers. They will stall you for months until they get more in stock.

    If Meta can't authorize a deposit-based replacement

    I've never heard of this ever happening. It's not in their warranty fine print or TOS either.

    Like Choleni​ said, return your headset to Amazon.