Desperate for resolution and looking for help. It appears that where I shipped the headset for warranty may have lost my son's Quest 3s based their emails. I was told on 9/16 and 9/17 they had my device and a replacement was being shipped only to be told on 9/18 an investigation is being done. I can’t get a clear answer on to what is being investigated or a timeline, same replies just different verbiage.My son has a neurological condition that keeps him from playing contact sports that he would love to play but can’t and this has been his outlet since 2019 but I don't have the funds to just buy another one. Below is a recap of timeline. Looking for a better customer service email, phone number, anything that will help get this resolved. 9/6: Meta emails me an RMA + FedEx label.9/9: FedEx confirms delivered.9/15- 9/17: Meta admits it’s delivered & “eligible for replacement” I was checking daily because status wasn’t updating.On 09/16 I see the RMA was canceled, a new one appeared, then another when I followed up on 9/17. 9/18 "...we are still actively coordinating with our warehouse team and the courier to locate your package and resolve the issue"9/21 Today’s email when asked for specifics on what has to be investigated “I’d like to clarify that while our system shows your return was received, the replacement request was unexpectedly canceled on our end. Our internal team is currently looking into why this happened. Please be assured that we are working to resolve this as soon as possible so you can receive your replacement.”

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Meta Warranty-Lost Son’s Device…Investigation?

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Desperate for resolution and looking for help. It appears that where I shipped the headset for warranty may have lost my son's Quest 3s based their emails. I was told on 9/16 and 9/17 they had my device and a replacement was being shipped only to be told on 9/18 an investigation is being done. I can’t get a clear answer on to what is being investigated or a timeline, same replies just different verbiage.

My son has a neurological condition that keeps him from playing contact sports that he would love to play but can’t and this has been his outlet since 2019 but I don't have the funds to just buy another one. Below is a recap of timeline. Looking for a better customer service email, phone number, anything that will help get this resolved.

9/6: Meta emails me an RMA + FedEx label.
9/9: FedEx confirms delivered.
9/15- 9/17: Meta admits it’s delivered & “eligible for replacement” I was checking daily because status wasn’t updating.
On 09/16 I see the RMA was canceled, a new one appeared, then another when I followed up on 9/17.
9/18 "...we are still actively coordinating with our warehouse team and the courier to locate your package and resolve the issue"
9/21 Today’s email when asked for specifics on what has to be investigated “I’d like to clarify that while our system shows your return was received, the replacement request was unexpectedly canceled on our end. Our internal team is currently looking into why this happened. Please be assured that we are working to resolve this as soon as possible so you can receive your replacement.”

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Maccyb123Answer

Honored Contributor

That's truly awful. There seems to be a fatal flaw in the process and you're going around in circles. I don't know if it will help but I copied the link to your post here and passed it on to support. Hopefully they'll do something.

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TriPoint

Participant

I believe I've been here before, I emailed about a no-show replacement that was labeled as delivered on-site, I emailed them about it and everything was smooth sailing from there. It's like they forgot to deliver it prior to marking it.

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nightninja819Author

Participant

I wish that were the case here but they’re telling me the RMA has been canceled in error before the replacement was sent. I also live in same town as where the warehouse is so would have already received it by now if they sent it out.

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TriPoint

Participant

Did you send them screenshots of everything? I included fedex tracking info, meta site updates, and brought up that it was marked as delivered by fed ex but not yet processed by their site before they updated it. Screenshot everything you think could be relevant and include it in the email.

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Maccyb123

Honored Contributor

That is so frustrating I'm sure. Just keep on it. You should post your exact interactions with support here to show your progress or should I say lack of progress. I haven't seen any interaction from you with the Meta Support team on this community. Maybe you should contact them here directly and they can collect the information from you and get something done. Wishing you luck.🤞

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nightninja819Author

Participant

Thank you for taking time to reply. I’ve never been engaged with the community as we have always had a great experience since the first Quest release in 2019 and have had every release since and my 15yr old son is the primary user and doesn’t engage with public forums.
I’ve reached out to community support via chat regarding this isssue to try and get better answers and they aren’t aloud to talk with me any further. They tell me to reply to the email thread and abruptly end the chat. Or is there another way to interact with them here? I’m not trying to cause a stir really just answers and help expediting this. Here are a couple of their email responses, I have many more replies like this. No real answers on what is going on. Again, I really appreciate you taking the time to read this and give any suggestions .

M

Maccyb123Answer

Honored Contributor

That's truly awful. There seems to be a fatal flaw in the process and you're going around in circles. I don't know if it will help but I copied the link to your post here and passed it on to support. Hopefully they'll do something.

M

Maccyb123

Honored Contributor

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nightninja819Author

Participant

Thank you. I’ll be sure and update this when I hear something.

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Jesslopez8651

New Participant

I'm fighting a similar battle. Generic we are sorry responses. My device shows delivered over 2 weeks ago but they wont tell me what is happening. Just that an internal investigation to figure it out. I have sent NUMEROUS emails and chats with ZERO answers.

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TriPoint

Participant

It seems like meta really needs more employees for these tasks. AI is only going to get them so far and in certain departments, after all. I'll try to help however I can for now. Can you give me a breakdown of the emails and what information you've given them?

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