The battery will not charge

Hi there,

I am new on here and to meta quest in general. I have a very frustrating problem, which I hope someone can help me with please or advice me who to contact about this. I have already gone through the trouble shooting options for the battery and battery issues and I have just submitted a request for help with them with my evidence.

On the headset charging port on the outside, the plastic melted, (and could have caught fire, if I didnt notice it!). The charging lead itself that came with it has slightly melted too. Since then, I have used another correct USB C charging lead into the port and it has worked, it has charged. I also have an official charging dock and it has worked.

Now however, I have come to use it and it will not charge at all.  There is a battery symbol showing a low red battery line with a bolt of lighting  (with a line through the bolt of lighting). It does not matter if it's on the dock, or if I use the lead directly; It will NOT charge. I have only had this item since the end of October. How has this happened? How can I get the battery replaced?