Meta had not replaced my Quest Pro after a long time

On May 18, I contacted Meta because my Quest Pro was showing multiple problems but a new and worser one started to appear as the Face Tracking stopped working at all, a support case was created #09441433 and after many checks and complications, Meta finally ended up accepting to replace my headset, they asked for my full kit and I sent it during May.

On the 1st of June, my return (230YB01DCXXXXX) was finally reviewed and accepted, I was told to give 5 to 7 business days for processing but replacements usually ship the same day, however I didn’t got any kind of news and my headset was never replaced.

On June 10 I contacted again re-opening the ticket and the next day I was told I was going to get “more information or an update in the next 3-5 days”, with this answer the ticket got immediately closed, yet this is the time where my headset still has not been replaced and I haven’t got a tracking number.

In total, it has been almost a month since I sent the headset and haven’t been able to use it and I don’t even have a tracking number nor a confirmation they have sent it and it’s absolutely insane this is the treatment I am getting from Meta to get this expensive headset replaced.

Please don’t tell me to send another message because I am just getting told to wait more and more, instead I want an admin or manager to see this and give me a solution by simply sending my replacement.