Quest 3 Failed following software update - looking for someone to take ownership

I am hoping someone from Meta can finally help me with this.

My Quest 3 developed a serious fault following a Meta software update. It had been working normally beforehand and there was no accidental damage, liquid damage or misuse.

Initially, the headset would power on and produce sound but the displays were unusable. I reported the problem to Meta at the time and followed all of the troubleshooting I was asked to complete, including reset, factory reset and software recovery procedures.

The headset was never restored to working condition and ultimately became completely unresponsive. It now will not power on or charge, there is no charging LED, no display, and I cannot access the boot or recovery menu.

I appreciate that the standard manufacturer warranty has now expired, but this is not simply an old device that gradually wore out. This was a premium headset costing around £600 which became completely unusable after approximately two years, following a Meta software update.

What makes this particularly frustrating is that Meta has publicly confirmed that it has provided no-cost out-of-warranty exception replacements to other Quest 3 owners in comparable situations involving failures following software updates. Some of those customers were also initially directed towards the paid out-of-warranty replacement programme before Meta reconsidered and provided a replacement at no cost.

In my own support case, one agent took the time to review the history properly, acknowledged the circumstances surrounding the update and the fact that all troubleshooting had been exhausted, and began looking into a no-cost out-of-warranty exception replacement. He then asked me to provide my original proof of purchase.

At that point the conversation was unexpectedly transferred to another agent and the whole approach changed. Instead of continuing that exception review, I was repeatedly told that the warranty had expired and directed back to the paid out-of-warranty programme.

The case has since been escalated, refused, and re-escalated again.

I have also tried to submit a formal complaint and request for reconsideration by replying to the Meta Store Support email thread, but Meta’s incoming mail server is rejecting my replies with a 554 No PTR Record error. I have therefore been instructed to use an email channel which I currently cannot successfully reply to.

Today I also spent around an hour on WhatsApp trying to get someone to take ownership, speak to a supervisor, explain the complaints process or provide a direct route to someone who can make a decision.

I am not asking Meta to replace a device that I damaged or simply wore out.

I am asking Meta to look at the actual circumstances: the headset was working, it developed a serious fault following a Meta software update, the fault was reported to Meta at the time, Meta’s troubleshooting did not recover it, and it has remained completely unusable ever since.

I am asking Meta to apply the same discretion it has applied in comparable cases and provide a no-cost out-of-warranty replacement.

I already have an active Meta Support case and I am happy to provide the case number and any other information privately to MetaStoreHelp.

I would genuinely appreciate someone from Meta taking ownership of this and helping reach a fair resolution rather than directing me back to the paid replacement programme again.