Forum Discussion

Sleepy_Step_Monkey's avatar
Sleepy_Step_Monkey
Explorer
20 days ago
Solved

Serial Number Not Eligible for Support

I am furious. I have spent 6+ hours attempting to resolve this and I find it abhorrent and unacceptable that you cannot get live support from the beginning of an issue.

 

Just purchased the Quest 3S. For whatever reason, my headset shows in the Android Horizons app. It shows I'm the device owner. All of it.

But when I attempt to get support it states I don't have a headset registered to my account, and when I attempt to verify using the serial number it says the serial number isn't eligible for support.

 

Please help. I am about to return it and go for a different headset with live agents. This is wild. 

 

I'm sorry, I'm incredibly upset at this point as my daughter has been unable to use her headset since Christmas, and I paid for it. 

  • Sleepy_Step_Monkey's avatar
    Sleepy_Step_Monkey
    20 days ago

    So my results with live chat are as follows:

    1.) Horizon+ membership doesn't extend to children's accounts

    I find that completely unacceptable and really just absurd lol.

    2.) They found that the serial number is valid and WERE able to replicate the issue I'm having but are unable to do anything at this time and have escalated the issue.

    So this means I'm screwed with warranty support? I'm just in complete disbelief at this point.

    The system crashes often anyways, there is no live agent app and system support.

    I'll be returning the device and I was extremely interested in the Quest 3 for the higher resolution for myself, but after 6 hours and a complete stranger being the only reason I was able to get any support, I'll recommend to my friends that they return their devices as well, as a group of us got them.

    Thank you very much kind stranger, I'd absolutely pay you $100 for saving me the money and headache of buying apps and accessories that I won't have support for. I'll also be reporting the lack of support to the BBB.

13 Replies

  • Choleni's avatar
    Choleni
    MVP
    20 days ago

    Hi Sleepy_Step_Monkey​ 🙂

    You must put in the serial number from the box, not from the headset itself.

    To contact support via email, chat or WhatsApp go HERE

    I hope your problem can be resolved quickly.... good luck 🤞

    • Sleepy_Step_Monkey's avatar
      Sleepy_Step_Monkey
      Explorer
      20 days ago

      Thanks for your prompt response!

      I have attempted both serial numbers on the box. They both say support isn't available for this device. 

       

      Thanks for the link I will try that immediately. 

    • Sleepy_Step_Monkey's avatar
      Sleepy_Step_Monkey
      Explorer
      20 days ago

      So my results with live chat are as follows:

      1.) Horizon+ membership doesn't extend to children's accounts

      I find that completely unacceptable and really just absurd lol.

      2.) They found that the serial number is valid and WERE able to replicate the issue I'm having but are unable to do anything at this time and have escalated the issue.

      So this means I'm screwed with warranty support? I'm just in complete disbelief at this point.

      The system crashes often anyways, there is no live agent app and system support.

      I'll be returning the device and I was extremely interested in the Quest 3 for the higher resolution for myself, but after 6 hours and a complete stranger being the only reason I was able to get any support, I'll recommend to my friends that they return their devices as well, as a group of us got them.

      Thank you very much kind stranger, I'd absolutely pay you $100 for saving me the money and headache of buying apps and accessories that I won't have support for. I'll also be reporting the lack of support to the BBB.

      • Choleni's avatar
        Choleni
        MVP
        20 days ago

        Sleepy_Step_Monkey​ 

        I'm sorry for your bad experience and that you can't enjoy the Quest 3 now..... but I completely understand your frustration.☹️

        Sleepy_Step_Monkey wrote:

        1.) Horizon+ membership doesn't extend to children's accounts

        I think, that's because Horizon + is a paid subscription(even if you have a few months free) and child accounts don't have any payment methods.

  • Maccyb123's avatar
    Maccyb123
    Expert Trustee
    19 days ago

    @Sleepy_Step_Monkey You can share your Horizon + See screenshot from steve_40 However, can you share this screenshot stating that it's not possible to share the account? It should be looked into by Meta if there is conflicting information. Please share the full screenshot here and the web address where the information appeared.