Forum Discussion

suharsh67's avatar
suharsh67
Explorer
23 days ago
Solved

Right controller issues

Recently got a Quest 3S bought from Costco. I have been having issues with the right controller .. left one works just fine. The issues with the right one are:

  1. Automatically scrolls to the bottom.
  2. Sometimes (not always) the arrow / dot / pointer doesn't come up. Though this has happened just recently.
  3. Thumb tracking not working. This I noticed after reading the support documents and other forums to 'recalibrate' the controller for dead zone / drift issues. However when I go to recalibrate moving the Thumbstick in a circle doesn't get registered in the recalibration. I tried the left controller and as I move the thumbstick in circular direciton, the recallibration also window also shows that and it is smooth with the left controller!

What have I tried so far:

  1. Changed the batteries
  2. tried to recalibrate
  3. unpaired and repaired the right controller.

As some of these issues are from day 1 .. I think I might have a defective right controller. I am hoping Meta can send a new one.

  • suharsh67's avatar
    suharsh67
    23 days ago

    Thanks both. Yes Costco would refund it, I know. But the idea was to go and exchange the full unit .. anyway they don't have it in stock. Also if I return to Costco and buy a new unit elsewhere, I would be paying 50$ more. I bought it for 199$ .. it was BF deal. So I was able to chat with a support person and I am going to send in just the impacted controller .. and let the process take the time. In view that I had issues right out of the box, I intend to buy the extended warranty.

7 Replies

  • steve_40's avatar
    steve_40
    Consultant
    23 days ago

    It might be better to return it to Costco than to go through Meta's RMA process.

  • suharsh67's avatar
    suharsh67
    Explorer
    23 days ago

    Thanks. perhaps that's what I will do but I do want to keep META and I am not sure if Costco will provide an exchange! I will check with them.

  • suharsh67's avatar
    suharsh67
    Explorer
    23 days ago

    I called Costco and was told they don't 'exchange' .. which I am not sure is entirely true , but in any case, neither of the two Costco warehouses near me have this in stock!

    What are my choices? I tried to find a Meta support phone number and can't find one!

    I tried to use the Meta website to reach out support and am directed to the web page to verify the device - and verification fails!!! Email didn't work, Serial number didn't work .. and strangely my phone App shows the device is registered to my account! 

    If it were not for my special needs daughter who is wanting to keep the device, this would have gone back to Costco!

    I am hoping Meta Support team reviews these messages and can guide on how can I get this sorted out. Or hopefully seasoned members can help too.

    • Choleni's avatar
      Choleni
      MVP
      23 days ago

      Hi suharsh67​ 🙂

      They'll probably not exchange just the controller.... what steve_40​ meant is to bring back the complete set and get either a new one or get your money back and buy a new Quest.

      But in case you want to contact support.......  you can do that via email, chat or WhatsApp HERE

      I also think, Steve's suggestion is the better option, though..... but that's up to you🙃

      Happy New Year!

    • steve_40's avatar
      steve_40
      Consultant
      23 days ago

      I tried to use the Meta website to reach out support and am directed to the web page to verify the device - and verification fails!!! Email didn't work, Serial number didn't work

      No need to panic about that. Check your device here (it gives the box serial number you need to use on the support websites) and/or here (it gives the headset serial number, which the support website might not recognize). If it's new, your device might not appear on both sites yet.

      Return your headset to Costco and demand a refund. Then buy a new headset which hopefully works. As Choleni​  said, Meta would replace your whole brand-new VR kit with a refurbished one and it could take more than 6 weeks to go through their painful RMA process.

  • suharsh67's avatar
    suharsh67
    Explorer
    23 days ago

    Thanks both. Yes Costco would refund it, I know. But the idea was to go and exchange the full unit .. anyway they don't have it in stock. Also if I return to Costco and buy a new unit elsewhere, I would be paying 50$ more. I bought it for 199$ .. it was BF deal. So I was able to chat with a support person and I am going to send in just the impacted controller .. and let the process take the time. In view that I had issues right out of the box, I intend to buy the extended warranty.

    • Choleni's avatar
      Choleni
      MVP
      22 days ago

      suharsh67​  

      suharsh67 wrote:

      I intend to buy the extended warranty.

      Good idea👍..... I'm always happy that we have the 2year warranty here in Europe.😁