Forum Discussion

Struxnet's avatar
Struxnet
Honored Guest
4 months ago

Quest Pro Replacement

I sent my Quest pro in for an RMA replacement under warranty because the face tracking stopped working. it was received, over a week ago and i have had no updates from them, the RMA page still shows awaiting arrival, despite having a signature for delivery. I have reached out to the support email multiple times and been given multiple excuses why its taking so long, everything from "internal investigations" to "the system processing is taking longer." is this normal? my warranty expires june of 2026, and at this point i feel more like the RMA was not worth it as im now out almost $1000 for a headset i dont even have because of this. I was told when  i filed the rma i would have my replacement in under two weeks. Is this normal for meta support? 

fraud
pro
quest pro

7 Replies

  • FieryChinchilla1342's avatar
    FieryChinchilla1342
    Honored Guest
    3 months ago

    Hi friend, I’m in a similar situation. Did you get any solution? How long do they usually take in these kinds of cases?

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      3 months ago

      Hey there,

       

      We saw your post and wanted to lend a hand!

       

      Having to send back your Meta Quest Headset due to an issue that can't be fixed with troubleshooting is far from ideal, and we want to keep our customers as updated as possible. We would love to provide some clarity on the situation, all you need to do is reach out to us privately so we can gather the necessary information! 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.
       

      We hope to hear from you soon!

      • FieryChinchilla1342's avatar
        FieryChinchilla1342
        Honored Guest
        3 months ago

        Hi, I’ve literally contacted you more than 30 times and I always get the same generic response—that my case will be reviewed and that there’s an ongoing internal investigation. After that, I hear absolutely nothing back. I stop receiving even the slightest update. From what I see on the forum, several people are in the same situation. It’s completely frustrating, and I don’t understand why customers are being treated this way.