58 Days Later - Quest Pro Warranty/RMA not honored
On March 4th 2026, I initiated an RMA request due to a hardware malfunction affecting the device’s built-in Wi-Fi. I followed all instructions provided by Meta and returned the device under warranty.
I have experienced significant issues with the RMA process, including:
- Extended delays with no meaningful updates.
- Conflicting and inconsistent information from customer support.
- Failure to provide a replacement device or issue a refund Despite multiple attempts to resolve this issue through Meta’s customer support channels.
- I have not received a satisfactory resolution.
Throughout this period, I have repeatedly been told that the matter is “under investigation,” with no clear updates, resolution, or timeline provided. As of today, I remain without my original device, a replacement, or a refund.
As of May 4th 2026, I’ve filed a case against Meta Inc. with the Better Business Bureau, which didn’t do much at all. After the fact, my case with Meta is currently still “Processing”, and when asking for any transparency I’m left with vague responses, and unanswered questions.
From what I’ve learned after working alongside Meta Store Support, you can expect a lack of clear communication regarding the status of your case, along with any definitive and reasonable timeline for resolution.
Now as for what I’m left asking:
- Where do I escalate the matter from here? I’ve Gone to the BBB, I’ve asked for separate teams to look into my issue, and I have contacted every support line I can for help.
- What is preventing a replacement from being shipped out? You have my product, what’s the wait for?
- For all this time waisted what will Meta do to alleviate and compensate my frustrations?
I started my journey with Meta far before the rebrand, when it was once called Oculus. Meta has shown me a lack of competence or care for its VR community, and in hopes of receiving my replacement, I cannot see myself using a new Meta headset in the future.
I’ve read many other discussion posts, and can see all the same issues. I only wished that I never started an RMA process with Meta to begin with. For anyone else out there experiencing similar problems, I hope that you do not have to go through the same arduous process that I have.