Forum Discussion

Rocky_03's avatar
Rocky_03
Explorer
17 days ago

Replacement Not Shipped After 1 Month

Replacement Not Shipped After 1 Month

 

Hello,

 

I’m posting here because I’m having a serious issue with Meta support and I’m not getting any real resolution.

 

My left controller for the Meta Quest 3 was approved for replacement on March 4th.

However, it has now been nearly one month, and the replacement has still not been shipped.

 

According to Meta’s policy, replacements are usually shipped within 3–5 business days, but my case is far beyond that timeframe.

 

I have contacted support multiple times, but all I receive are repeated responses like:

 

Please wait

We are checking internally

No estimated time available

 

 

There has been no clear update, no shipping date, and no concrete solution.

 

I was also promised a follow-up by March 31st, but I have not received any update.

 

At this point, I have been unable to use my device for nearly a month, which is extremely frustrating and unacceptable.

 

I would like to ask:

 

Has anyone experienced a similar delay?

Is there any way to escalate this issue within Meta?

Can a Meta representative please look into this case and provide a real update?

 

 

I would really appreciate any help or advice.

 

Thank you.

11 Replies

  • Rocky_03's avatar
    Rocky_03
    Explorer
    17 days ago

    Just to add — this issue has been ongoing for nearly a month with no shipping and no timeline provided by support.

    If any Meta staff could escalate this, I would really appreciate it.

  • Choleni's avatar
    Choleni
    MVP
    17 days ago

    Hi Rocky_03​  🙂

    Rocky_03 wrote:

    Has anyone experienced a similar delay?

    Have a look here:

    My Quest Pro Nightmare: Meta Support Canceled My RMA After Two Months of Silence | Meta Community Forums - 1367885

    Rocky_03 wrote:

    Can a Meta representative please look into this case and provide a real update?

    You have to deal with Meta support..... here in the forum is nobody who can give you any updates to your case. No Meta representatives, just community.

    If you've used email so far, try chat or WhatsApp and be persistent and maybe even threaten with legal actions

    In case you doesn't have the link to chat and WhatsApp option, here you go

     

    And delete your case number, it's a public forum😉

    • Rocky_03's avatar
      Rocky_03
      Explorer
      17 days ago

      Hi, thank you for your advice.

       

      I understand this is a community forum, and I appreciate you pointing me to chat and WhatsApp.

       

      However, I have already tried both email and chat multiple times, and unfortunately I keep receiving the same repeated responses with no timeline or real progress.

       

      At this point, my case has been stuck for nearly one month after the replacement was approved, and I still don’t have any shipping update.

       

      I will continue trying to escalate this, but honestly, it feels like I’m stuck in a loop with support.

       

      Thank you again for your help.

      • Choleni's avatar
        Choleni
        MVP
        17 days ago
        Rocky_03 wrote:

        I will continue trying to escalate this, but honestly, it feels like I’m stuck in a loop with support.

        Yeah, I can imagine your frustration. 🙁

        Tell them how long this has been going on – I'm sure you've already said it several times… just do it again 😂 and ask them to escalate your case to an human.

        I'll keep my fingers crossed🤞

  • Rocky_03's avatar
    Rocky_03
    Explorer
    15 days ago

    Hi again,

     

    I wanted to share an update on my case.

     

    After multiple escalations and discussions, Meta support has now informed me that:

     

    • There is no stock available
    • There is no estimated restock date
    • Replacement cannot be provided anytime soon
    • Refund or alternative replacement is not allowed
    • The only option offered is store credit

     

     

    This has been ongoing for over a month since my replacement was approved on March 4th.

     

    At this point, I’m struggling to understand how this can be considered a reasonable resolution, especially since I’ve been unable to use my device for such a long time.

     

    Has anyone else experienced a similar situation where both replacement and refund were denied?

     

    I would really appreciate any advice or insight.

     

    Thank you.

    • Choleni's avatar
      Choleni
      MVP
      15 days ago

      That's bad news. ☹️

      You could talk to a lawyer and see what he say......

      ........ but if there is no refurbished controller in stock right now, this won't help at all bring you back to vr.

      I would probably take the - hopefully huge - store credit that they offer you, buy a new controller - new controllers are in stock - and when finally the refurbished controller arrives, sell it. 

      Probably, you won't lose money doing it this way.