Bad replacement process & dead pixels.

[PvWOculus]

Hi Folks.  

So unfortunately today I picked up that my new quest 3 headset has a dead pixel.  The headset is only 5 weeks old, and not sure if the dead pixel was there from the start, or have gone bad since I received it.  Once you see the dead pixel it's pretty obvious, but it is off to the side of the display, so conceivable that it was always there and I didn't notice it.  If you're in an environment that's all the same colour it's obvious, but under normal use it's not that noticeable.

I've contacted Meta and the support is pretty poor.  Long story short your only option is to send your device to them, wait for them to inspect, and then wait for them to replace.  Realistically that means you're not going to have the expensive headset you paid for, for about a month.  😞

Compared to another recent warranty replacement I've had to complete, where I had a replacement shipped to me within 2 days, and could return the old device once I received the replacement, this is really disappointing.

And as to actual process for this I'm still in the dark.  Was supposed to receive instructions via email post the support call, but received nothing so will have to call again.

So question is - do I even bother?  On one hand I can probably live with the dead pixel, and not keen to lose the device for a month.  I primarily use it for league sim racing, and not having the device will mean I miss out on a number of races I'm committed to.  I'm also concerned that a replacement might not be any better.  From the research I've done the displays seem to have numerous issues, including bad mura, inconsistent brightness in addition to dead pixels.  My current headset is pretty good other than the dead pixel.  Don't want to replace it only to get another one with dead pixels (amd another month to replace).  Or worse, a device with bad mura which they won't replace as "normal".

But on the other hand

- I'm worried more pixels will die and by then it will no longer be covered under warranty.

- I don't like having meta get away with providing a faulty device, and not having to replace it due to making the process too painful.

Thoughts?  Should I just take the month downtime and replace. Or live with the dead pixel.  

[PvWOculus]

And it just keeps getting better.  Just received the email with instructions.  Turns out they can replace my effectively near new headset with a refurbished unit.  Awesome.    So you lose access to the device for a month and get a refurbished unit to replace a near new device.

And then meta decided to also send someone else's return claim information to me.  So now I have someone else's personal info including name, address, phone number, device serial number, shopping labels, etc.

Well done meta, good to see your still taking maintaining our private info so seriously.  Wonder who you've sent my details to?

[The_1st_Dark_Lord_Morgoth]

Hey, there! I wanted to weigh in on this issue with the headset. If you've tried troubleshooting for it already, like rebooting it and performing a factory reset, I recommend trying to get a return for the headset as well as asking for a refund, as well as mentioning that the headset was defective with a dead pixel. If you're not able to do that, the next best option would be to reach out to support again or send them a PM, and try to get a replacement headset.

I do want to clarify about getting a replacement headset; they may come as a refurbished headset, or they may not. Since the Quest 3 hasn't been out for a year, it may actually be a new one. If you were to receive a refurbished headset, the warehouse teams run tests on them to make sure they are compatible and up to standards before they are sent out for delivery. I hope this information helps!