Forum Discussion

DarxNero's avatar
DarxNero
Explorer
27 days ago

Quest Support Contact / RMA link not working

My friend from South Korea has issues with controllers and has been writing with Support for 6 weeks now, around 14 Mails (!) back and forth. She is a streamer, but has a tough time talking in english.
Her controllers have issues with not recognizing input and stick drift.
She has been offered an advanced replacement, but the links for these didnt work.

She has received the RMA link and tried to proceed with the “Complete Request” step. However, the page redirects her to a checkout screen where it says that shipping to South Korea is not available. They sent her several links, always the same result and that they want to try again and get back to her etc.. This has been a very time consuming experience, with no result.

Now after 6 weeks (!) they say they have technical issues and can only do a normal RMA, where she would have to send them back first and then after a few weeks would receive a replacement.. This is really difficult for her, as she cant really do a break for her streams for that long, effectively she would have to buy new ones instead. While she has the resources, its a waste of money to do that and she would like to see this worked out instead.

Is there a way to get in touch with someone from support, so I could help figure this out with her. I am confused that this is such a difficult experience to get resolved with the support and we think that quest should have a way to make this possible.

Controllers
RMA
Support

9 Replies

  • Maccyb123's avatar
    Maccyb123
    Expert Consultant
    27 days ago

    South Korea is an officially supported country, she is able to get technical support in Korean language. She does not need English to deal with support in South Korea. Here is the official information. 

    Korean Language Support for Meta Quest 3

    Technical Support Availability

    The Meta Quest 3 provides technical support in the Korean language. This ensures that Korean-speaking users can receive assistance and guidance in their native language, enhancing their overall experience with the device. 

    As it's available, there is no reason for her to have any language issues.

    As for you helping her, it would be nice of you, but data protection rules would not allow you to act on her behalf. By the way, shipping to ALL supported countries is available. It's very strange that she said it isn't. That's just not true. 

    • DarxNero's avatar
      DarxNero
      Explorer
      27 days ago

      Hey there, ty for the response. It surprises me, as they only had been responding in english and not korean. Do u know a way to get on hold with korean support?
      I would have thought so as well in regards to shipping, but thats how its been playing out.. I've been reading the mails and been with her on this issue and i dont understand why they dont get it to work.

      • Maccyb123's avatar
        Maccyb123
        Expert Consultant
        27 days ago

        Maybe she's talking to the wrong people. South Korea is fully supported.. She should find Korean support inside her Horizon app on her phone.  She can also ask Chatgpt or whatever the local AI used in South Korea to get the information. 

    • Choleni's avatar
      Choleni
      MVP
      27 days ago

      Good tip Maccyb123​ 👍

      DarxNero​  

      Maccyb123​  is correct. South Korea is a supported country and the links should work..... maybe this are the technical issues support is talking about?

      DarxNero wrote:

      This is really difficult for her, as she cant really do a break for her streams for that long, effectively she would have to buy new ones instead. While she has the resources, its a waste of money to do that

      I don't think it's a waste of money to have spare controllers if she needs them so urgently for streaming.

      She'll probably experience stick drift again, which, by the way, can be fixed by replacing the joystick module. And as long as it's done by a repair service, she'll always have a working pair of controllers for streaming.😁

       

       

      • DarxNero's avatar
        DarxNero
        Explorer
        27 days ago

        Not wrong I guess, thing is, they already agreed to shipping it in advance and are now unable to do that. I dont understand how that happened as well, or how they are unable to continue. Thank you for ur suggestions as well!