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My Quest Pro Nightmare: Meta Support Canceled My RMA After Two Months of Silence

Forum|Forum|7 months ago
February 28, 2026
44 replies
1131 views

Right before Christmas, I treated myself to a new Quest Pro. When the headset arrived, I was over the moon. I’ve been with Meta since the Oculus days—starting back with the Rift S—so I’d been waiting a long time for this upgrade. But my happiness was short-lived.

On the very first night, I discovered that the Menu button on the left controller wasn't working. I looked up some troubleshooting guides which suggested unpairing and re-pairing the controller. That was the final nail in the coffin; the controller died completely and refused to pair back up.

The next day, I contacted Meta Support. They replied quickly and authorized an RMA (Return Merchandise Authorization) for a replacement. On December 29, 2025, the return was officially approved, and the process began.

Then... silence. Nothing for half a month. I started messaging them almost daily just to find out what was going on. Eventually, the Meta Support bots started sending me the exact same canned responses: how sorry they are, how they don't have any specifics, but how helping me is their "life's mission," and so on.

At one point, a human named Brad replied. (Hi Brad, love you.) The wording of his email was different, which gave me a glimmer of hope that my problem might actually be solved.

Well, hope is still barely alive, but the situation has become even more inexplicable. Today, February 27, 2026, I received an email from Meta stating that my return has been canceled for the reason: "Other."

I contacted support immediately, and once again, I was showered with empty promises. They told me they would get back to me as soon as they "clarified the information regarding the cancellation."

This is pure madness. If anyone has had a similar experience, please share how you resolved it. I am as desperate as a person can possibly be at this point...😫

Best answer by dairinka

Final Update: Sharing the Joy of Victory!

Today, March 18, 2026, the replacement is finally in my hands. (refurbished..but who cares) This marks the end of nearly 3 months of wandering through brainless messages and empty promises. After an unexplained RMA cancellation and escalating the issue through the BBB, I have finally won.

Just like last time, the controller looks like it’s been rolling around in the dust, but apparently, that’s just a "Meta feature". 🤡 I’ve tested it, and everything is working correctly.

Thank you to everyone who shared my feelings and frustrations during this time. A special thanks to steve_40 for keeping my spirits up during this gloomy period. ❤️

For anyone who finds themselves in a similar situation: I highly recommend escalating to the BBB immediately after they fail to meet their own deadlines.

Good luck and patience to everyone! 🖤

steve40

Honored Contributor

Has your RMA ticket actually been cancelled, or just the return order? I could be misremembering, but if the email ticket gets closed, I believe that if you simply reply to that email, it automatically re-opens the ticket.

PS. dairinka apologies, I couldn't help myself. Meta support is inspiration for comedy gold 😭😒.

🎭 Monty Python's Quest for the Quest Pro - Part 1: "The RMA of Doom"

Scene 1: A Small, Dimly Lit Cottage Somewhere in Ye Olde Techshire

NARRATOR (John Cleese, overly dramatic): In the winter of the year Twenty‑Twenty‑Five‑and‑a‑bit, a noble villager named dairinka the Unreasonably Hopeful purchased a magical device known as the Quest Pro. Little did dairinka know… this innocent act would unleash a bureaucratic calamity so confounding that even the Ministry of Silly Walks refused to process it.

DAIRINKA (Michael Palin, chipper): Oh, what a glorious day! A brand‑new Quest Pro! I shall dance through virtual meadows and poke virtual hedgehogs! (dairinka opens the box. A heavenly choir sings. One controller immediately emits the sound of a deflating bagpipe.)

DAIRINKA: Hmm. The Menu button on the left controller appears to be… deceased. (presses it; it honks like a goose.) Right then, I'll unpair and re‑pair it, as the ancient Troubleshooting Scrolls decree. (dairinka unpairs it. The controller instantly collapses like a fainting aristocrat.)

DAIRINKA: Ah. It is dead. It has passed on. It is an ex‑controller.

Scene 2: The Meta Support Castle

(A towering fortress made entirely of warranty disclaimers. A sign reads: "META SUPPORT — Ye Who Enter Here Must Bring Snacks.")

DAIRINKA: Hello! My controller has joined the choir invisible.

META SUPPORT BOT #1 (Terry Jones, monotone): Greetings, valued user unit. We are terribly sorry. Helping you is our life's mission. (a sad party horn toots.) Your RMA is approved. Please wait… forever.

DAIRINKA: Forever?

META SUPPORT BOT #1: Yes. Forever. (pause.) Have a nice day.

Scene 3: Two Months Later

(dairinka sits by a window, dramatically crocheting a blanket labeled "STILL NO UPDATE.")

DAIRINKA: It has been half a month since the last sign of sentient life. I shall send another message. (A chorus of identical bots materializes.)

META SUPPORT BOTS (in unison): We are terribly sorry. We have no specifics. Helping you is our life's mission. (They bow. One explodes into confetti.)

DAIRINKA: You said that yesterday.

META SUPPORT BOTS: We are terribly sorry. We have no specifics. Helping you is our life's mission.

Scene 4: A Ray of Hope

(A single spotlight. A man in a polo shirt enters, holding a clipboard like it's Excalibur.)

BRAD (Eric Idle, heroic): Greetings! I am Brad, a real human! (He glows faintly.)

DAIRINKA: A human! Oh wondrous day! Will you help me?

BRAD: Possibly! My email wording differs from the bots, which statistically increases hope by 0.7 percent! (He vanishes in a puff of corporate ambiguity.)

Scene 5: The Twist

(A messenger pigeon crashes through the window carrying an envelope labeled "IMPORTANT (PROBABLY).")

DAIRINKA: Ah! A message from Meta! (dairinka opens it. A trumpet plays a single off‑key note.)

DAIRINKA (reading): "Your return has been canceled. Reason: Other." …Other? OTHER? What in the name of the Holy Hand Grenade is Other supposed to mean?

Scene 6: Back to the Castle

DAIRINKA: Hello again! My RMA was canceled for the reason "Other." What does that mean?

META SUPPORT BOT #2 (Graham Chapman, bored): We are terribly sorry. We will clarify the information regarding the cancellation. (pause). Eventually. (pause). Possibly. (pause). Helping you is our life's mission.

DAIRINKA: This is madness!

META SUPPORT BOT #2: Yes. (beat). Have a nice day.

NARRATOR: And so concludes Part 1 of our tale. Will dairinka ever receive a replacement? Will Brad return from the mystical land of "We're Looking Into It"? Will the bots ever say anything that isn't copy‑pasted? Stay tuned for Part 2: The Bureaucratic Swamp of Despair.

dairinkaAuthor

Inspiring

It's the best drama I’ve ever read 🤣

but yeah..it’s real. They cancelled my rma order. I’ve answered to that mail but there’s no response from their side yet.

steve40

Honored Contributor

Keep persisting. It took me about 6 weeks of back-and-forth emails to RMA my Rift S back in 2021. Nothing has changed in all these years 😒. But I did get the replacement eventually.

dairinkaAuthor

Inspiring

Update: After all my attempts yesterday to get answers from support, someone named Arbar messaged me with that same signature, brain-dead question: "How was your day?"

God, why is it so hard to just do your job effectively?

Once again, zero answers. Once again, that crushing feeling of desperation first thing in the morning. I’ve had enough—I’ve officially demanded that my case be escalated to someone who actually has the power to do something.😫

Choleni

Honored Contributor

Hi dairinka 🙂

Perhaps..... just perhaps complaining about your problem via WhatsApp can bring you in touch with someone who can push things a little?

Have you tried that already? You can do that HERE

dairinkaAuthor

Inspiring

And what is this supposed to mean?

Clicking suspicious links labeled "here" just to chat in a private messenger instead of discussing the issue on an official forum... that is definitely, definitely not what I’m looking for. Nice try, though. Thanks.

dairinkaAuthor

Inspiring

Update: Total Silence After BBB Escalation
After 60 days of being stuck in a loop of automated responses and seeing my approved RMA canceled without explanation, I finally took the step of filing a formal complaint with the BBB (Better Business Bureau).

The result? Meta Support has gone completely silent.

Since notifying them of the official complaint, I haven’t received a single response in 4 days. It seems their strategy for dealing with a $800+ defective product isn’t to fix it, but to ghost the customer once they stand up for their rights.

It is deeply concerning that a major tech company chooses to cut off communication instead of honoring a basic hardware warranty. If you’re considering buying a Quest Pro, be warned: if you get a "lemon," you might find yourself in a month-long void where support simply stops existing the moment you ask for accountability.

Still no controller, still no answers, just crickets.😒

MetaMetalMonke

dairinkaAuthor

Inspiring

Update: Escalation Worked
After 60 days of being ignored, stuck in a support loop and BBB escalation I finally have some news.
Within days, Meta broke their silence. I just received a new, system-generated approval for my replacement.

They’ve promised to process and ship the replacement within 3–5 business days.

It’s frustrating that it took a formal complaint to get a basic warranty honored, but at least there is finally movement. I’m keeping the BBB case and this thread open until I have a tracking number and a working controller in my hands.

MetaMetalMonke, I’m waiting for that shipping confirmation. Let's get this finished.

steve40

Honored Contributor

That's good news. There seems to be a pattern that it requires taking matters to consumer rights to get Meta to escalate beyond their first-tier outsourced support zombies:

Unable to return my quest3 back for replacement under warranty via DHL missing rqd labels | Meta Community Forums - 1366975

So, a sequel was inevitable (hopefully it will be a trilogy) 🙂.

🎭 Monty Python's Quest for the Quest Pro – Part 2: "The Bureaucratic Swamp of Despair"

Scene 1: The Meta Support Castle, Now With Even More Echoes

(The same towering fortress of warranty disclaimers. A new sign hangs crookedly: "META SUPPORT - Now 30% More Circular!")

DAIRINKA (Michael Palin, exhausted but determined): Hello again! I seek answers regarding my RMA!

(A trapdoor opens. A new bot rises on a wobbly platform.)

META SUPPORT BOT #37 (Terry Jones, cheerfully vacant): Greetings, valued user unit! How was your day?

DAIRINKA: My day? My DAY? My controller is still dead, my RMA was canceled for "Other," and I’ve been waiting sixty days for a reply!

META SUPPORT BOT #37: Splendid! We are terribly sorry. Helping you is our life's mission.

DAIRINKA: You didn't answer my question.

META SUPPORT BOT #37: We are terribly sorry. How was your day?

DAIRINKA (screaming into the void): ESCALATE. THE. CASE.

(The bot short‑circuits, spins in a circle, and politely explodes.)

Scene 2: The Council of Escalation

(A dim chamber lit by flickering fluorescent bulbs. Hooded figures sit around a table made of old return labels.)

HIGH ESCALATION PRIEST (Graham Chapman): The user has demanded escalation.

SECOND PRIEST (Eric Idle): Escalation? Bold. Dangerous. Potentially requiring effort.

THIRD PRIEST (John Cleese): We must respond with… silence.

(All nod solemnly.)

Scene 3: The Filing of the Sacred BBB Complaint

(Thunder crashes. A choir sings. dairinka stands atop a hill holding a scroll labeled "BBB.")

NARRATOR (John Cleese): And so, dairinka invoked the ancient and powerful rite known as the Better Business Bureau Complaint - feared by corporations, ignored by bots, and occasionally read by someone named Linda in Compliance.

(dairinka submits the complaint. A gong sounds. Somewhere in the Meta Support Castle, a klaxon blares.)

META SUPPORT BOT #12: Alert! Alert! User has performed a forbidden escalation!

META SUPPORT BOT #19: Initiate Protocol: Ghost Them.

(All bots instantly freeze like Windows 95.)

Scene 4: The Great Silence

(dairinka sits alone in a vast desert labeled "SUPPORT VOID." Tumbleweeds roll by. One is shaped like a Meta logo.)

DAIRINKA: Hello? Anyone? Brad? Arbar? A bot? A pigeon? A moderately sentient spreadsheet?

(A distant echo replies.)

ECHO: …terribly sorry… life’s mission…

DAIRINKA: I’m doomed.

Scene 5: The Sudden, Mysterious Reappearance

(A trumpet fanfare. A glowing scroll descends from the heavens, carried by a confused stork.)

DAIRINKA (reading): "A new system-generated approval has been issued for your replacement."

DAIRINKA: Wait… what? After sixty days of nothing?

NARRATOR: Indeed! For reasons known only to the Elders of Meta, the BBB complaint had awakened the dormant machinery of customer service. The gears creaked, the bots rebooted, and a new RMA was spat out like a hairball of corporate obligation.

Scene 6: The Final Stretch

(A conveyor belt labeled "3–5 Business Days" begins to move at the speed of a mildly motivated snail.)

META SUPPORT BOT #1 (revived, monotone): Your replacement will be shipped soon. Probably. Maybe. Within 3–5 business days. Unless it isn't.

DAIRINKA: I shall not celebrate until I hold the controller in my hands!

META SUPPORT BOT #1: We are terribly sorry. Helping you is our life's mission.

DAIRINKA: Yes, yes, I know.

NARRATOR (dramatically): And so ends Part 2 of our tale. The replacement is approved, the gears are turning, and hope flickers once more like a cheap LED. But questions remain:

Will the replacement actually ship?
Will the tracking number be real or merely symbolic?
Will Brad ever return from the mystical land of "We’ll Get Back to You Soon"?
And what, pray tell, was "Other"?

Find out next time in Part 3: "The Shipping Label of Destiny."

Choleni

Honored Contributor

👍👍😂😂😂

Can't wait for part 3 🤩

It's your nightmare dairinka and I'm truly sorry for you .....

......... but I just love what steve_40 is doing with this misery.

dairinkaAuthorAnswer

Inspiring

Final Update: Sharing the Joy of Victory!

Today, March 18, 2026, the replacement is finally in my hands. (refurbished..but who cares) This marks the end of nearly 3 months of wandering through brainless messages and empty promises. After an unexplained RMA cancellation and escalating the issue through the BBB, I have finally won.

Just like last time, the controller looks like it’s been rolling around in the dust, but apparently, that’s just a "Meta feature". 🤡 I’ve tested it, and everything is working correctly.

Thank you to everyone who shared my feelings and frustrations during this time. A special thanks to steve_40 for keeping my spirits up during this gloomy period. ❤️

For anyone who finds themselves in a similar situation: I highly recommend escalating to the BBB immediately after they fail to meet their own deadlines.

Good luck and patience to everyone! 🖤

Choleni

Honored Contributor

I'm happy, you finally got your controller👏🙌

Time for part 3, Steve 🤩

B

benny275740

Participant

Just had the same I have been waiting over 2 months and got an email just under an hour ago saying it’s cancelled

can anyone help with this I see someone has mentioned BBB can I ask what that is please?
thanks

dairinkaAuthor

Inspiring

BBB - Better Business Bureau.
It’s non government organization but it helps to escalate the issue. They send official request to Meta with your complaint.
You have to try it asap - bbb.org

(You can also ask AI to help you to write the complaint properly)
It took them about 7 days after my escalation to send me replacement without any brain dead mails anymore.
Good luck 🤞🏻

B

benny275740

Participant

Thanks Steve_40 , for the replies

guess what was delivered today , yip a new controller

dairinkaAuthor

Inspiring

Yapppppi 👏🏻🎉😊

Y

Yvette88

Participant

OMG ..... all this is like a script of my own experience. I have returned the faulty right controller, and not got any replacement for it yet, but Meta are going to unlawfully charge me for it anyway! My nightmare is not resolved yet.

And to be honest, I'm about ready to throw the whole set in the bin.

I will NEVER spend any money with Meta again. Consumers need to protest against this type of unacceptable treatment with their wallets. Life has so many options, its not necessary to use Meta for entertainment.

lyric0123

New Participant

Im going through the SAME ordeal right now bud. I am LIVID‼️ I have offficailly lost my cool. And am on every tactic possible right now. Next is the BBB. This is beyond SICK AND DISCUSTING. Im ready to blow.

steve40

Honored Contributor

I look forward to the next installment in the RMA saga😇.

C

CallMeGUY13

Participant

They keep telling me they are working on it and it’s been 3 months !!

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