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!!!!!
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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
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
Both of mine failed and i got two mail labels to send them back separately. I got the left but not right despite arriving same day, same time, and signed by same person. Meta investigated this for TWO WEEKS and lied that I never asked to replace the right one. Then how the hell did I get two labels, and instruction for the left and right? I swear this company is s farce. Terrible customer service, this forum seems like nothint gets resolved, and they don't fix it after years if people complaining
