Forum Discussion

d.776968's avatar
d.776968
Honored Guest
14 days ago

Support don´t care?

For over two weeks now, I’ve been in constant contact with the META Support Team. At first, I felt well taken care of. They gave me the impression that they were actively helping me troubleshoot the issue. They suggested various solutions. I tried every single one and repeatedly sent a report back to support. The result was always the same. After 3–5 minutes of use, the Quest 3 would start to freeze—the edges of the screen would turn black, and the headset and controllers would stop responding. At first, we assumed it was due to settings, drivers, or the application. I want to use the Quest 3 with MSFS 2024. But as it turned out, the "freezing" effect also occurred in the Meta World itself after 3–5 minutes. So it can’t be due to MSFS 2024. Nor is it due to the hardware or internet connection. Because my PC (I9 / 64GB DDR4 5200 / 2 TB SSD / NVIDIA GeForce 5070 Ti / 1000 Mbps download – 50 Mbps upload) is certainly well-suited for using a Quest 3. There’s also another factor: the Quest 3 freezes on a different PC as well. My guess, therefore, is that it’s a hardware issue with the Quest 3 itself.

But META Support consistently ignores this. They send emails stating that the problem has been resolved, which I then deny. Then another person keeps writing to me, telling me to try this or that.

I have to be honest. Customer support like this discourages me from continuing to work with META and using their products. Thank goodness there are alternatives.

What is your experience with META Support? Do you have any idea what can be done?

2 Replies

  • Maccyb123's avatar
    Maccyb123
    Consultant
    14 days ago

    To answer your last question, I can honestly say that support from Meta has been excellent in my case. You do seem to have quite a complex issue that is sometimes due to headset software/settings and sometimes due to pc software/settings. Maybe they have exhausted all possibilities from Meta's side,, maybe you can investigate it from the PC side. Just a suggestion. Now, I'm not an expert in this particular area but you should search through the forum for this particular situation and I have seen solutions for similar issues. I can't say it's the same issue as this type of problem can have many different causes and solutions. I know it must be very frustrating and I hope you get it solved. Can I suggest you changing your subject header from support doesn't care and write a brief header about the problem you have there followed by your tech data you provided and even with a bit more detail of what is happening. There are some users herewho know this stuff really well who are very willing to help, and they will more likely see this and hopefully respond with a solution for you. Good luck 🤞🤞☘️