Forum Discussion

mandicatXX's avatar
mandicatXX
Explorer
2 years ago

REFURB Quest 3 won't connect to controllers - No response from Meta

I sent my headset in recently due to absolutely atrocious tracking problems. They sent me a refurbished headset to use with my existing controllers and it's completely unusable. The headset is stuck on the controller pairing screen and nothing I have tried will move it forward - I have removed the batteries (for an entire week). I've tried to force pair by holding down the flat and B/Y buttons (heck I've tried EVERY combination of buttons.) I can't connect the headset to my app, since it won't move past the controller screen so there's no way to force it to pair through the app. I've also uninstalled and reinstalled the Oculus app. This is the THIRD Quest 3 I've owned that is essentially unusable. I have two open tickets that nobody from customer service will reply to. I now have a $600 useless brick. I was so excited for this product that I pre-ordered it because I love my Quest 2 so much. Jokes on me I guess! If anyone has tips on how to resolve this, how to get anyone from Meta to actually reply to me or just are down for a class action lawsuit, drop a note below!

Meta Quest 3

43 Replies

  • MetaStoreHelp's avatar
    MetaStoreHelp
    Community Manager
    2 years ago

    Hello mandicatXX! We would love to assist you with pairing your controllers to your headset and looking into what options we have for you. We know how it can feel once you have gone through the replacement process and are still experiencing hiccups when enjoying VR. We can confirm our support team has received your ticket. Rest assured they are working to get this taken care of for you. Please keep an eye out for an email from them within 24–48 hours. 

     

    We appreciate your patience while we work toward getting this resolved for you.

    • mandicatXX's avatar
      mandicatXX
      Explorer
      2 years ago

      In news that shocks nobody, I've yet to receive a response to either of my open tickets. Both have been open for over a week, one for over a month. We're quite past your 72 hours as well - y'all are awful. It's one thing to have an issue and not get a response, it's another thing for Meta to SEND ME something that doesn't work. There's nothing in the entire world I want more than a refund.

      • MetaStoreHelp's avatar
        MetaStoreHelp
        Community Manager
        2 years ago

        Hello there, mandicatXX, and thelivingrobot. Thank you both for posting about this. Controller pairing is very important, especially with a replacement headset. We would love to provide some steps that should help you out with your controller pairing issues!

        First, specifically for Quest 3, if you are seeing the "Pull tab" screen, you can wait 5 minutes and it will move on to a controller pairing screen where you can pair controllers as if they were brand new, you may need to factory reset the Quest 3 controllers first:

        • Use the correct button combination to start the factory reset process.
          • Right: Hold the A button and tap the Home (Meta logo) button 5 times.
          • Left: Hold the X button and tap the Menu button 5 times.
        • The LED will blink orange/white while the factory reset is being performed.
        • The LED will then change to light-blue during boot.
        • Controllers can be used again as normal once boot completes.

        Otherwise,  please follow these steps if you are unable to pair the controllers with your replacement headset:

        1. Press and hold the headset power button until the display turns on.
        2. Wait for the initial setup to complete.
        3. Once complete, you will be prompted to pair your controllers. In VR, you will be asked to remove the pull tabs, or it will state that the controllers are not found. You will need to use the gaze function to complete setup.
        4. To use the gaze function, put on the headset and move your head to navigate in VR. To select prompts in VR, use the headset volume and power buttons.
        5. Follow the on-screen instructions to complete the setup process. This will include setting up your account, downloading any necessary updates, and configuring your preferences.
        6. Once the setup is complete, you can start using your headset with the controllers.

        If you have questions or encounter issues during the set-up process, please reach out to us directly by sending us a message from our .Profile Page.

  • thelivingrobot's avatar
    thelivingrobot
    Explorer
    2 years ago

    EXACT same issue! I got a refurb today after sending my headset in for tracking issues and I'm currently stuck at the remove tab from controller screen with no way to progress. Great work guys!

    • mandicatXX's avatar
      mandicatXX
      Explorer
      2 years ago

      Wow love that they're just continuing to send them out this way while also never replying to tickets! I've made myself insane thinking that I'm just not doing it correctly at this point. Can't wait for them to say this is a "known issue" now that they've sent us bricks.

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      2 years ago

      Thank you for letting us know! Feel free to reach back out to us at any time if you are having other issues, we would love to assist however we can.

  • Targetonlock's avatar
    Targetonlock
    Protege
    2 years ago

    I’m in same situation. Stuck with a $500 paperweight. Refurbished controllers worthless. Can’t use gaze option cause the dot on my screen stays in middle and doesn’t move. I’m on headset number 4. All 4 haven’t worked. I have spent hours and hours going back and forth with customer service. Worst thing is meta knows about the issues EVERYONE is having yet continue sending out worthless refurbished units and controllers. The company has no answers just apologies. I have no even got 1 hour of playtime and I purchased 7 months ago. Imagine that

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      2 years ago

      Hey there Targetonlock! We responded to your PM, lets continue our conversation through that channel. Looking forward to speaking with you soon! Have a legendary rest of your day!

  • ej.1054's avatar
    ej.1054
    Honored Guest
    2 years ago

    Me too 3rd headset. None of the brand new ones worked past 2 weeks. Can't even get this one to connect. Will never use or buy Metaquest again. Save your money and buy a ps5 or something. Cheaper and actually works

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      2 years ago

      Hi there,

       

      Thanks for posting into our forum. We can see you're having some trouble with your controllers not connecting, we'd love to help you out with this! Would you mind sending us a PM? To do this, Please select our name to get to our profile page. Next, click "Send a Message" to privately message us! Please remember, you must be signed into the community first to send us a private message.

       

      Looking forward to hearing from you!

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      2 years ago

      Hi there,

       

      Just checking in to see if you still need any help?

  • dhandzlik9's avatar
    dhandzlik9
    Explorer
    2 years ago

    Controllers pairing issue after receiving refurb Headset Quest 3
    Hi,
    I;ve performed factory reset on the headset I received after refurb (fan problem), try to move through setting on the device pairing screens at start - I only see the pop-up. LEFT CONTROLLER is updating (FAILED) the same with the right one. Even on 5min after screen with pairing. Done few factory resets, turning on with 30s power button press.


    When I try to factory reset of controllers (by pushing X+5times menu for left, A+5times Meta button) and only the white LED flash, not orange or blue - what can I do to perform factory reset of controllers?

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      2 years ago

      Hey there,

       

      We understand that you are having issues connecting your controllers to your headset.

       

      To set up your replacement Quest headset, please follow these steps:

       

      1. Press and hold the headset power button until the display turns on.
      2. Wait for the initial setup to complete.
      3. Once complete, you will be prompted to pair your controllers. In VR, you will be asked to remove the pull tabs, or it will state that the controllers are not found. This is because the controllers do not come with the headset replacement. You will need to use the gaze function to complete setup.
      4. To use the gaze function, put on the headset and move your head to navigate in VR. To select prompts in VR, use the headset volume and power buttons.
      5. Follow the on-screen instructions to complete the setup process. This will include setting up your account, downloading any necessary updates, and configuring your preferences.
      6. Once the setup is complete, you can start using your headset with the controllers.

       

      If you have further questions or encounter issues during the set-up process, please let us know.

       

       

      • dhandzlik9's avatar
        dhandzlik9
        Explorer
        2 years ago

        I've replaced the controller battery by a fresh one, controllers only flash white even I try to perform factory reset of controllers. Controllers easly turn into pairing mode (by holding Y+Menu etc) but can't do a factory reset for them. I don't see other LED colors only white blink few times and turns off. I've got a headset after replacement process (refurbished, eureka one), need that for grant-funded project I'm currently working on (XR interactive gallery with experiences). What can I do having unpaired headset and controllers that can't pair at the starting procedure - still seeing Left controler is updating (FAILED) the same with right one.

        May it be that in recent headset device I've updated it to v71 and then replace while controller got update and now headset has different update versions (provious)?

    • DevXen's avatar
      DevXen
      Explorer
      11 months ago

      Did this ever get fixed? I'm having the same issue since my quest 3 the day I received it had dead pixels they replaced it with a refurbished..controller error trying to pair the same as yours. Support has been ridiculous telling me to do the same thing over and over and over and not listening. It's been a month and I haven't even been able to use it. The whole experience has been absolutely terrible.. Ugh.

  • Conomos's avatar
    Conomos
    Honored Guest
    12 months ago

    I am having this exact same issue. Its actually pathetic the customer support is terrible and just keep telling me the same thing. All META needs to do is to replace the whole unit that is faulty, controllers and all.

    Today, myself and my 3 kids were so excited to have our headset back. I thought the setup process would be smooth but like everyone in this thread I cant pair the controllers. Ive spent hours trying to troubleshoot the issue. META has said that they will send me a new LEFT controller even though I have told them numerous times that it is both the left and right controller. Support doesnt seem to understand. I feel like even if they do send me two new controllers that the issue will still continue. 

    I tried to factory reset the controllers by holding down pressing the buttons mentioned in a previous response and it doesnt work. I will try removing the batteries overnight as some people on Reddit forums have done that it it worked

    This is so bad as my quest was only a month or so old before i had to send it back. Very disappointed!!!!! 

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      12 months ago

      Hello,

       

      Thank you for bringing this issue to our attention.

       

      We understand the situation and would be more than happy to help.

       

      Please do not hesitate to contact us privately, our team will do its best to guide you towards the best solution.

       

      Select our name to get to our profile page, or click here: https://metaque.st/CommunitySupport.

       

      Next, click "Send a Message" to privately message us! 

       

      Please remember, you must be signed into the community first to send us a private message.

      • Conomos's avatar
        Conomos
        Honored Guest
        12 months ago

        I tried removing the batteries overnight and still cannot pair them. I will continue to try and troubleshoot this today. Im thinking I might do a factory reset of the headset itself to see if this helps. Shortly I will also try to reset the controllers again by holding the correct button and pressing the menu button 5 times (although that

        "Since the Replacement process  is already created an hour ago, and before you return the controller,  you can try this following steps first,

        and if the issue still persist you can use the Replacement process to replace your controller,"

        As you can see, he is still referring to a controller.... not controllers. So after 3 or 4 emails telling support that I need both controllers, they still cannot understand it. So support wants to send me one controller, not two. I replied to the email 14 hourse ago and said that I will continue to try and trouble shoot the issue but you need to send me a warranty claim for BOTH controllers. I havent had a reply in over 14 hours.

        I sent this email approx 1 hour ago and still havent had a response "Hi Jay

         
        I am determined to continue trying to get the controllers working and will try.
         
        In the meantime can you please organise a replacement for BOTH and I REPEAT BOTH left and right controllers? 
         
        I have outlined that I both controllers are not working a number of times.
         
        Thank you"
        I hace also asked numerous times via email that I would prefer a brand new replacement headset with the original controllers or a refund. Support ignores this and tells me that they will send a replacement controller. 
        This is highly frustrating! My kids are devastated as am I. Any help would be greatly appreciated

        work yesterday)

        Thank you for recommending me contact support. I have a an email thread of 13 messages dating from the origiinal warranty claim so that I have a record of all correspondences. I outlined my concerns in my email that getting a refurbished headset may have its own set of problems. The support person assured me that this wont be the case. Well my replacement headset is not working.

        The last email I received was from Jay over 14 hours ago and he basically told me to do what I have already tried over ten times now. The following is a quote from Jay's email 

         

         

  • Poproflwaffle's avatar
    Poproflwaffle
    Honored Guest
    11 months ago

    Wow. This doesn’t make the spending $600 any easier. The first time I’ve ever had vr and loved it for about 2 weeks. Customer support was garbage just “oh wait for tech to fix the issue with tracking” so I’m sitting with a $600 paperweight?  Was finally given option to send it in and get a replacement which I did. Took weeks to get the refurbished today finally and when I turn it on to get things set up now my controllers don’t work? After reading all the replies here this is a consistent and big problem yall have but you can’t just simply replace the whole unit as both headset and controllers? You just send us “fixed” broken systems? At this point I think I just want a refund so I can buy a whole entire different system that ISNT meta. 

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      11 months ago

      Hi Poproflwaffle,

      It sounds like you have been having a whole ordeal trying to get this resolved, and it's understandable that your confidence in our support has been shaken. 

      But we do genuinely want everybody's experience, especially first time VR users to be as positive as possible, and not plagued with issues.

      So if you are still having any problems, please consider reaching out to us once again, and we will endeavor to find a resolution for you that you will find acceptable.

      Thanks very much.

       

      • Please select our name to get to our profile page, or click here: https://metaque.st/CommunitySupport. 
      • Next, click "Send a Message" to privately message us! 
      • Please remember, you must be signed into the community first to send us a private message.
  • primi68's avatar
    primi68
    Explorer
    10 months ago

    same problem in south korea to  i waited for repubish product to come  like 2weeks   and what   it doesnt work at all ,  i am not happy with it  do i have to wait more again?  lol

    • primi68's avatar
      primi68
      Explorer
      10 months ago

      one more repubish product was same too      I dont know what to say        

      • primi68's avatar
        primi68
        Explorer
        9 months ago

        Finally , I changed headset *with controller together* it worked 

         

        It took 1mounth to actually work   

        Try exchanging your controller also if you are having same problem