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Truffa3
New Participant
September 23, 2025
Question

Warranty Policy and turnaround

  • September 23, 2025
  • 4 replies
  • 328 views

I had bought a new Quest 3 headset, my 6th headset actually since the old GO.  I had the headset for 2 days.  First run there was a blurry X on the screen and white 'snow'.  I followed warranty process and returned for replacement.  Meta received the headset 9/11 and as of today the status still says awaiting arrival.  I am being told the warehouse is still reviewing my claim???  My question is...what is there to review on a warranty claim for a clearly defective headset?  Also does anyone know what the turnaround time normally is?  

    4 replies

    MetaStoreHelp
    MetaStoreHelp
    Community Manager
    September 23, 2025

    Hi Truffa3,

     

    Thanks for reaching out with your warranty replacement question.

     

    It is regrettable to learn that you've been having problems with your new headset. 

    We at Meta Store Support, can understand your eagerness to get back to enjoying your VR experience, please be reassured that the dispatch center will process your replacement as quickly as they possibly can. 

     

    On average, once the dispatch center has received the product, it will be inspected normally within 5-7 working days from the date that they receive the product for any qualifying returns. 

    So including the weekends, based on the average timescale, processing should have been completed 22/23.

     

    If you have the original support ticket, we would recommend reaching out to the team dealing with your replacement and just requesting an update.

     

    Thanks. 

     

    If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
    Truffa3Author
    New Participant
    October 1, 2025

    After several conversations with several individuals at Meta support I received a headset.  It is kind of sad...I bought and paid for a NEW headset, and it was returned less than a week after the first use and they replaced it with a REFURBISHED (USED) headset...So basically, I overpaid for a refurbished headset...so long as it works, I guess I should be happy I do not have to deal with customer service again.

    Choleni
    Choleni
    Honored Contributor
    October 1, 2025

    Hi Truffa3​ 🙂

    I completely understand your frustration.

    Unfortunately, those are the warranty terms... not just for Meta.☹️

    If you have problems with a device immediately after receiving it, it's better to return it, get a refund, and buy a new one... rather than using the warranty.

    novajsonn
    New Participant
    November 3, 2025

    Yeah, I’ve seen similar cases discussed on Fapello most people recommend going for a full refund right away instead of relying on the warranty process.

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