Forum Discussion

insouciantconundrum's avatar
4 months ago

Factory reset dark pattern

Urgent: Gifted Headset Bricked by Factory Reset - No Controller, No Setup, No Warranty Help!

​Hey everyone,

​I'm reaching out to the Meta community today because I'm completely stuck and frankly, pretty frustrated with Meta's support.

​I recently received a 512 GB Meta VR headset as a gift. It was just the headset itself, no controllers. When I powered it on, I saw it still had the previous owner's account on it. Wanting to do the right thing and start fresh, I immediately performed a factory reset.

​And that's where everything went sideways.

​Now, the headset is permanently stuck on a "Sync Controller" screen. There's absolutely no way to bypass it, no workaround, nothing. It's just a digital brick.

​I contacted Meta Customer Service, hoping for a solution. Their response? My only options are to buy a brand new headset (which I just got, so no thanks!) or purchase new controllers for $150. This is completely unacceptable. I have a perfectly good, under-warranty headset that's unusable because of a setup flaw, and Meta's solution is to make me spend more money.

​This isn't a case of damage; it's a fundamental issue with the factory reset process that renders the device useless without an accessory I don't have. It feels like Meta isn't honoring the warranty in any meaningful way if their "fix" is to force an additional purchase. There should be some sort of basic functionality for all these headset only for sale items on Ebay and Amazon instead of holding the product hostage with a $150 controller purchase bounty. 

​Has anyone else encountered this? Is there some trick I'm missing to bypass this screen, or a way to get a single controller just for setup without shelling out $150? This is a huge barrier for new users, especially those receiving headsets as gifts.

​Any advice or insights would be greatly appreciated. I'm hoping someone from Meta sees this and can offer a real solution. This could definitely be fixed with a firmware change. 

​Thanks

7 Replies

  • MetaStoreHelp's avatar
    MetaStoreHelp
    Community Manager

    Hey there @insouciantconundrum!

     

    We hear and completely understand your situation, we know just how important it is to be able to jump into the Metaverse, however, for the initial setup of a Quest 3 headset, you require our Meta Quest Touch plus controller.

    While hand tracking is available for some applications on the Meta Quest 3, it is not an option to setup the device, as all Quest devices come with their appropriate controller, to setup and get the full functionality of a Quest Headset.

     

    You might be able to contact the person who sold the headset, they might still have the controllers, however, without them setup is not possible.

    We know that this is not the exact answer that you were searching for, but if you're interested in purchasing new controllers, then we will leave the link here for you.

     

    If you have any other questions or issues, then please don't hesitate to let us know, we are always here and happy to help!

    Have a wonderful day!

    • insouciantconundrum's avatar
      insouciantconundrum
      Explorer

      My issue is that if controllers are mandatory, the link suggests I only need one controller for $75, but in reality, I need both for $150. I don’t understand why Meta can’t bundle a pair of controllers at a discount, especially since controllers are required to use the headset. Receiving just a headset feels like an invitation to spend more money due to a dark pattern that locks users out of trying the device without purchasing two controllers, which are currently sold separately. With Meta’s pivot toward glasses, wouldn’t it make sense to discount Quest 3 controllers, given that your hardware essentially holds users hostage by making two controller purchases mandatory? This feels greedy. No other gaming console has such an expensive entry price, which pushes consumers toward the second-hand market—especially when your support team seems dismissive about how devices are purchased, offering no concessions for those committed to buying Meta products. This is a dark pattern and poor business practice, which explains why many, including myself would advise against investing in your hardware.

       

      I also mentioned that youre charging a premium price for an unoptimized hardware standard, they are $75 each, and use a standard joystick that will drift not too long after making a purchase, hall effect joysticks exist, tunnel magnetic resistance joysticks also exist. Either solution would justify the $75 price tag.  This, plus the dark pattern of holding access to your hardware hostage for the purchase of an inferior, overpriced product priced separately is not good business. Your board should really review these anti-consumer practices, that should be illegal, at best, but generally frowned upon. 

      • MetaStoreHelp's avatar
        MetaStoreHelp
        Community Manager

        Hey again @insouciantconundrum!

         

        We know how much this must be affecting your virtual reality experience with Meta Quest and we understand your frustration, however, all of our devices that you can purchase from Meta.com as well as from our authorized retailers, will normally include two controllers when you purchase a new headset, if you purchased it from us or one of our retailers and are still missing the controllers, then please get in touch with their or our support team so that we can take a closer look into this for you.

         

         

        Our controllers are specifically made to match with our Meta Quest devices, they are designed with an ergonomic button layout and advanced haptics for more realistic feedback in the virtual world, which is why they are at the price that fits them best. If you ever encounter issues with your controller or your headset, then we here over the community or our support team over our website is always available for you to get into contact with for troubleshooting steps.

         

        We hope this has helped and that you have a wonderful day!

    • Unfortunately I do not, I was going to be the first among my friends to obtain a Quest 3, a canary in a coal mine sort of situation. I did read borrowing someone else's controller is a possible solution and I really appreciate the suggestion, but unfortunately its not an option for me at this junction. I dont understand why the controller is mandatory and hand tracking isn't in the setup phase when both options are equally important and potentially effective. 

       

      • Choleni's avatar
        Choleni
        MVP

        insouciantconundrum​  I think, they are not equally important and effective.

        Many, many games requires controllers , you can't use hand tracking.

        To me is borrowing some controllers only an option to setup the Quest immediately.

        However, I would recommend buying your own controllers..... you'll have a cheap full functional headset for 150$ then