Forum Discussion

DeicidalLegend's avatar
DeicidalLegend
Honored Guest
11 days ago
Solved

Refurbished Replacement

I recently submitted an RMA for my headset (Quest 3S), and as I'm seeing in the forums that I'm not the only one, I also sent in my controllers. The replacement headset was shipped back to me in a timely manner except it is a refurbished model. My headset was barely two months out of the box and still under warranty. Is it common practice to replace a new, under warranty device with a used one?

Secondly, I'm still sitting here waiting to hear any information other than "we're investigating it" regarding the controllers that I sent back due to Meta's vague wording when it comes to what devices to return on an RMA. Chat support is useless at this point as all I get is word salad and and endless loop of agents all repeating the same thing.

  • steve_40's avatar
    steve_40
    10 days ago

    Is it common practice to replace a new, under warranty device with a used one?

    Yep.

    Secondly, I'm still sitting here waiting to hear any information other than "we're investigating it" regarding the controllers that I sent back due to Meta's vague wording when it comes to what devices to return on an RMA.

    How to service your Meta Quest headset | Quest help | Meta Store

    I RMA'd a Rift S in 2021 and always followed the instructions exactly, but the process still took 6 weeks 😒.

     

3 Replies

  • Maccyb123's avatar
    Maccyb123
    Consultant
    11 days ago

    Yes, the refurbished one is normal. They're like new and it speeds up delivery of a replacement device rather than waiting for a repair on the original. The controllers might be handled by a different team but it's not ideal that you are waiting. 

  • Choleni's avatar
    Choleni
    MVP
    11 days ago

    Hi DeicidalLegend​ 🙂

    DeicidalLegend wrote:

    My headset was barely two months out of the box and still under warranty. Is it common practice to replace a new, under warranty device with a used one?

    It's not unusual. 

    Warranty does not mean that you get a new device when your headset doesn't work anymore.

    During the warranty period, you will receive your device and any necessary replacement parts repaired free of charge. You have to wait until your device is repaired and then get your 2 months old headset back, but......

    ......Meta doesn't have a repair service. Instead of repairing the headset, they give you a refurbished device - which is maybe only 4 weeks old. 🙃

     

    Your 2 months old Quest will be the next refurbished headset.😉

     

    About your controllers..... maybe you have more success if you use the WhatsApp option to talk with support

     

  • steve_40's avatar
    steve_40
    Visionary
    10 days ago

    Is it common practice to replace a new, under warranty device with a used one?

    Yep.

    Secondly, I'm still sitting here waiting to hear any information other than "we're investigating it" regarding the controllers that I sent back due to Meta's vague wording when it comes to what devices to return on an RMA.

    How to service your Meta Quest headset | Quest help | Meta Store

    I RMA'd a Rift S in 2021 and always followed the instructions exactly, but the process still took 6 weeks 😒.