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Neomance's avatar
Neomance
Honored Guest
22 days ago

Quest Pro RMA Nightmare – Unsupported Region & Defective Replacement

Hi everyone,

I wanted to share my ongoing Quest Pro RMA experience in case it helps others and to get some visibility from Meta.

I live in an unsupported country, so I had to ship my headset to Japan via a proxy for RMA. It took ~2 months and cost ~$400. When I finally received the replacement, it had a dead pixel in the left lens, and within one week, the right lens developed a backlight failure, leaving a huge brightness imbalance.

My only option now is to return it to Japan again for another replacement, but another $400 in shipping is just not financially realistic anymore. Meta is not able to cover shipping fees to unsupported countries. I’ve gone through multiple support reps with no solution. 

I’m hoping to connect with anyone at Meta who can help me escalate this issue. And to ask everyone here if they have any ideas on what I can do.

Thanks for reading.

4 Replies

  • steve_40's avatar
    steve_40
    Consultant
    21 days ago

    $400 for shipping? That sounds like a lot! What currency is that in?

    • Neomance's avatar
      Neomance
      Honored Guest
      21 days ago

      It was due to shipping and import fees combined from having to ship it to Japan and then Import it back to my country.

      I also was given wrong instructions from META about what to ship resulting a double shipment which they also did not cover.

  • Maccyb123's avatar
    Maccyb123
    Expert Trustee
    21 days ago

    That's very unfortunate. But it would have been cheaper to dump it and buy a new one. The headset is not much more than $400 if it's a Quest 3. Even if it's a significantly higher price to buy one from a 3rd party seller locally, it's still the more sensible option. If mine breaks and I have no plans to go to Germany, I'll buy one here in Türkiye. 

    • steve_40's avatar
      steve_40
      Consultant
      21 days ago

      Given that I would have to pay over $AU 6,000 for an Apple Vision Pro with only 1 year warranty and hardly any games available, I reckon that if I had to pay $AU 800 every year or two for a new Quest 3 with 1 year warranty, then that is not a bad deal in comparison 🙃😁. VR is not a cheap hobby.