Customer Support

[MindaKi08]

Good Afternoon,

I purchased my son’s Meta Quest 3 in December 2024 (S/N 2GOYC1ZF9LOVFK).

On January 1, 2025, he was putting his headset on and the arm where the charging port connects came disconnected from the device. He was not applying force he was just adjusting the back of the head strap.

I contacted Meta Quest support on that day via WhatsApp, and a replacement item was sent out on January 8, 2025, and we received the item on January 21, 2025. The order # for this replacement is 500100593090664. The replacement item was a refurbished product but operated correctly according to my 9-year-old son.

Today on April 21, 2025, the exact same thing happened with his replacement device. I contacted Meta Quest support again via WhatsApp. I had to explain the situation to 4 different people via chat because they kept pushing me off to the next person or disconnecting our chat. Here are all the different reference #’s I was given for each chat (08167481 & 08167572).

Finally, I get someone who says they will assist me and replace the device but then comes back 10 minutes later and says that this type of damaged isn’t covered under warranty. How does this make any sense when not even 3 months prior it was covered under warranty? 

My experiences with Meta Quest customer support have no been pleasant to say the least. I believe as a consumer who purchased a product for over $500 and has had the exact same issues with (2) different devices speak volumes. I would greatly appreciate any assistance with this. I would also ask you refer to my conversations with your customer support representatives where I state at the beginning of the conversation exactly what is wrong with the device. In my last conversation “Miche” he stated he would replace the item and then came back and said he wouldn’t. This is very misleading for consumers.

Thank you for your time in this matter & I would greatly appreciate any help!

[d0gg]

I'll be honest, you got lucky with one replacement.

The amount of force it takes to break off one of the arms is considerable. The fact that you have broken it twice in such a short amount of time, I am sure that is why they aren't covering it again.

Yes, that is a part that is know to be a weak point. But it is not so weak that it would be broken that quickly and re-broken again. Sounds like it is being abused when you are using it.

You can try to contact support again, but I am pretty sure they aren't going to replace it.

[MetaQuestSupport]

Hi @MindaKi08 

Thank you for bringing this to our attention. This is not the Meta experience we expect our users to have.

We would like to invite you to a private chat to discuss your previous interactions with our support team.
Please select our name to get to our profile page, or click here: https://metaque.st/CommunitySupport. 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.


Best wishes,
Meta Quest Support