Support Failure Elite Strap Defect and Norwegian Consumer Law
Hi community moderators,
I am writing this out of sheer exhaustion and immense frustration. Meta Store Support has fallen into an unacceptable, automated loop that completely refuses to respect statutory European consumer regulations, and frankly, the way Meta treats its customers is disgraceful.
I urgently need a moderator to intervene, bypass the bots, and manually escalate my case to a supervisor.
The Issue and The Known Defect:
My Meta Quest 3 Elite Strap with Battery suddenly stopped functioning entirely without any external cause or physical damage. It completely refuses to charge or recognize the headset. (Serial number is already provided in the support ticket).
What makes this so incredibly infuriating is that this is a widespread, officially acknowledged manufacturing defect regarding the charging circuitry. Meta literally had to halt global sales of this exact accessory because of this flaw. You know the product was defective from the day it left the factory.
The Support Nightmare:
Despite this being a known issue, I have been subjected to an absolute nightmare of customer service. For several days now, I have wasted my valuable time going through an endless loop of automated copy-paste replies. My ticket has been shuffled between multiple front-line agents—William, Fayola, and now Miley—who clearly do not even read my emails.
Every single one of them has copy-pasted the exact same word-for-word template, hiding behind the expired Meta Limited Warranty and trying to buy me off with a measly 100 NOK store credit so they can close the ticket. It is deeply disrespectful to force a customer to waste days of their time fighting bots for something that should have been resolved in a single, simple email.
The Legal Reality and Final Warning:
I am a resident of Norway. All sales to Norwegian consumers are strictly governed by the Norwegian Consumer Purchases Act (Forbrukerkjøpsloven).
Under this statutory law, consumer electronics are backed by a 5-year statutory right of complaint (reklamasjonsrett) against inherent manufacturing defects.
This 5-year legal protection completely supersedes Meta's commercial warranty. The fact that the inherent defect triggered after the commercial warranty period expired does not absolve Meta of its legal liability.
I refuse to be ignored any longer.
If Meta continues to refuse to comply with Norwegian consumer laws after this post, I will immediately submit a formal complaint to the Norwegian Consumer Authority (Forbrukertilsynet) and Forbruker Europa (ECC Norway) to let them handle this legally.
I kindly request a Meta community manager to step in, stop this illegal automated practice, and escalate this to a human being with the authority to process a legal replacement or refund.