RMA woes
I want to be transparent, Meta are aware of this issue and are "investigating" but I wanted to post here for visibility.
I'd also like to state this might not all be Meta's fault.
Also, long post, sorry...
6 days ago, after the v85 update, I plugged my Q3 headset in to charge, original adapter, original cable in the wall socket. No charging light, so I popped the headset on to see if the battery icon was showing the symbol for charging, it wasn't. I grabbed the end of the usb cable to unplug it and it burnt my finger and thumb. On further investigation, the usb socket on the headset (middle rectangle with pins) was melted. I'm just lucky I noticed it wasn't charging in the moment and was able to remove the cable so quickly.
Got in touch with Meta, started a return, got my labels, all good, smooth sailing. Printed them and arranged for collection 3 days later, took the day off work to make sure it was collected and DHL picked up my parcel.
Next day the parcel comes back to me because there in no hazardous label on the box?
Talked to meta and DHL for a few hours sharing screenshots between each company (I just wanted to get to the root cause of the return) DHL said it's because meta have stated on the waybill that meta produced there contains lithium-ion batteries inside, which would then require a hazard label.
After advising DHL there is only 1 battery for the headset in the parcel, a hazard label won't be required, but the waybill will require editing.
Advised Meta of this and got another return label - with the exact same wording on it which was the reason it was returned to me initially...
Forwarded this to DHL who said it shouldn't be an issue, they copied in the depot who would receive it and advised it will be fine, they edited the waybill on their system, and when they receive it, just print the new waybill and process it.
So, I arranged another collection, for yesterday (another day off work to make sure the headset is collected)...
I get a notification, same night that it's being returned to sender again due to, yet again, no hazard label.
Contacted Meta, advised them and now their team is looking into it with currently no ETA on a response.
I feel like I'm going to be perpetually stuck with a dead headset and it just going on a nice day trip a few times a week.
I find it hard to believe that this is the first headset in the UK that's been returned. So how is it other headsets have made it back the the quest 3 graveyard? Or why is it mine is the exception?
Maybe I'm not, anyone else out there with nightmare return stories?
Just noticed a similar post here -
https://communityforums.atmeta.com/discussions/OtherTroubleshooting/uk-return-customer-service-nightmare-due-to-conflicting-advice-on-dhl-labelling/1366681
Does Meta need to change their policy here? Just either change their waybill description or supply a hazard label? Or does DHL require more training? Both?
Thanks for reading & keep your fingers crossed for a quick(ish) resolution.
EDIT - I HAVE A RESOLUTION - BUT META WON'T HELP!
I contacted DHL and they advised if I provided them the returns label and waybill from Meta, they would edit it so it was fit for shipping and send it back for me to attach to the parcel.
Told Meta this and they will not print me another waybill and shipping label because the case was escalated, now I've been told to wait for the team who has the escalation to contact me, and there is no ETA! Even though, I have an immediate resolution.
QUOTE FROM DHL - In that instance we don’t need the “Lithium Ion Batteries in compliance with Section II of PI967” be declared, it’s moot given it’s moving by road & only contains the 1 battery powered device.
META - if you read this, stop adding the above to your parcels, it's not required and only causing issues!
I'm so frustrated by all of this!
