Skip to main content
eselrocker
New Participant
July 5, 2026
Question

Live support closed chat after 50 emails back&forth with no fix - Case

Hi everyone,

I need urgent help from a Meta Moderator here because the standard support is completely failing me and actively avoiding helping customers. I have already written almost 50 emails and WhatsApp messages to agents (Jordan, Ashlyn, Youssef, and Jazz) with zero results.

Today, I tried the WhatsApp Live Support. An agent named Essam just tried to merge my tickets to get rid of me. When I refused and explicitly requested an immediate escalation to a supervisor via email, he literally just closed the chat on me. This is absolutely unacceptable customer service.

I have legally fulfilled 100% of my obligations. I handed my package over to DHL Express weeks ago using the official prepaid shipping label and documentation provided by Meta.

It is clearly visible on the DHL tracking page that the shipment is trapped in a customs loop. This is an issue between Meta and DHL, not me. Meta is currently in serious breach of warranty and consumer protection laws by withholding my replacement device.

As of today, you have exactly 48 hours left before my deadline expires this Wednesday. If this isn't resolved by then, I am forced to hand this entire case over to my legal protection insurance, file an official consumer fraud complaint, and forward this story to Swiss consumer television ("Kassensturz"), Reddit, and X.

Can a moderator please look into this immediately, escalate it to a real supervisor, and either fix the customs clearance or just send a new replacement device from the warehouse?

Thanks!

2 replies

steve40
steve40
Honored Contributor
July 5, 2026

Tip: the moderators here work for Khoros, not Meta.

    Choleni
    Choleni
    Honored Contributor
    July 5, 2026

    Hi esel_rocker​ 🙂

    Can a moderator please look into this immediately, escalate it to a real supervisor, and either fix the customs clearance or just send a new replacement device from the warehouse?

    The moderators here are no Meta employees, they are working for Khorus, the operator of the forum software. So, they are no help.

    Tell Meta support in emails and chats - I know, you've already sent a lot🙄, but be persistent - that you are ready to take legal actions. This might help..... giving Meta a deadline in a forum is probably not very helpful.

    I hope, this gets resolved.... like it does for this guy. Good luck!🤞

    My Quest Pro Nightmare: Meta Support Canceled My RMA After Two Months of Silence | Meta Community Forums - 1367885

    One thing..... this is a public forum, it might be better to edit your case numbers and the tracking number.

     

     

     

      Terms & ConditionsAccessibility statement