I had sent both of my controllers out in the mail and they were both approved for refurb and they were coming back until out of nowhere, I am emailed both of their labels and Yodel says the order was incomplete. Sending me the labels is completely ineffective since I literally do not have access to the controllers. I can send screenshots, labels and other things needed like serial numbers or emails in private.
My left controller went out, I spoke to Meta tech, and they were great, sent a label the next day then 8 days later I got this.
My name is River, and I work closely with the Logistics team here at Meta Store Support. I'm reaching out in regards to your Quest 3 replacement, RMA 1090056498670609. For Quest 3 replacements we are not currently able to replace just the controller, which is why it was requested that you send the full kit back. In order to complete this replacement, we will need you to send in the rest of the Quest 3 kit - so the original box if you still have it, and everything that came in it - the headset, remaining controller, charging cable and adapter. I do apologize for any potential inconvenience, but you will need to facilitate and fund the shipment of the kit in to our warehouse yourself. We will not be able to assist with that as the instructions provided did request the full kit. You can copy the warehouse address from your original RMA label if you still have that - if not, let me know and I can provide that address here. Once we receive the rest of the kit we'll be able to book that in for replacement as soon as possible. If you're not able to send the rest of the kit in, the warehouse team will end up sending the headset back to you as-is. If you have any questions, please let me know right away.
I about lost my sh#t. They did not ask for the whole kit which I wouldn't have sent anyway but I was e-mailed a pre paid label for the controller. So I sent a very stern letter which I can't print here.. This was their reply.
While we have brand new controller stock available to purchase on our store, we do not have that same stock for replacements - our replacement stock and our web store stock are entirely separate. Currently we do require the full kit back for controller replacements for the Quest 3, which is why the Support agent you spoke to specifically requested that you send the full kit back.
The only way we can process a replacement for the controller is to have the full kit returned. I did notice that you replied to the instruction email that was sent by Support, which does mean that correct and accurate RMA instructions were provided to you, which is why I am unable to provide a prepaid label as per policy. I really do apologize that I can't do more in this case for that.
Our options available are to have you organize and fund sending in the rest of the Quest 3 kit so it can be booked for replacement, or we can send your controller back to you as-is and we can wait until we have standalone controller stock for replacements and do the RMA then instead.
Not sure how a multi-billion dollar company can be this way but here it is. I love my quest 3, It is my 3rd Oculus/Quest HMD spanning back 5 years but I will think more than twice before buying another.
Hi there, @axcid_ii! We're sorry this issue is ongoing for you, and we would love to look into this matter. Please send us a PM so we can further work on this issue by clicking here. Next, click "Send a Message" to privately message us! Please remember, you must be signed into the community first to send us a private message. We hope to hear from you soon! Have an awesome day!
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Hi @axcid_ii, we wanted to follow up with you to see if you were able to send us a PM so that we can collect some sensitive information about your account and look into this further. Let us know; we are here to help.
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