11-15-202303:38 PM - last edited on 11-15-202303:47 PM by Lowkey.Just.a.Bot
Wondering who is worse then Meta for customer support?
My story begins with my Quest 2 headset melting during charge.
Have reached out 3 times to different customer support people.
Each time they said someone would reach out to me via email within 24-48 hours and no one ever did. The last person guaranteed me, 100% that they would take care of me and made sure someone would help me within 24 hours. I shared concerned that so far I'd been let down twice and that I had less faith that they would. I asked what should I do if they don't come thru and once again reassured me they would. NEVER DID. LIAR's, a bunch of liars they are.
So after another 48 hours of not being helped, requested a phone call thru support so i could actually talk to someone live and not a potential bot or whatever they have lying to us customers. I told I'd get a call back at 11am. At 2:40pm (almost 4 hours late) I get this.
"Hello Russell,
Thank you for your recent Meta Store Support request.
We apologize for any inconvenience as we were unable to contact you during the scheduled timeframe. This situation isn’t something we are equipped to handle over the phone.
Upon further review, I found your main ticket number, #### is already under review by our next-level support team. They sent you an email on November 7, 2023, requesting additional information. Please recheck your inbox as well as your spam and junk email folders for their email.
If you have other concerns that I may assist with, please reply to this email. I'm glad to help.
Regards"
I reply in 18 minutes with this:
"Hi, This is no fault of your own, but unfortunately you are about to be the one to take the blunt of my frustrations!
No i did not get an email though i got this one.
Meta support has lied to me now 4 times and I"M PISSED!!!
See attached transcripts with the last one who 100% guaranteed he would take care of me within 24 hours and we are approaching 48hours.
Does that sound like a 100% guarantee? Look at Transcript 2 with me sharing im concerned and he completely let me down where I almost have no words how frustrated I am.
I now have to ask for a call back this morning because I'm pissed you guys are lying and not supporting me like you say you're going to; Is it to hard to talk to someone there for support?
I have the call back setup for 11am PST and almost 4 hours later i finally get an email, not a call back, seriously?????
This is some of the lowest quality support i have ever experienced as a consumer and i'm at my breaking point of just saying, "I AM DONE WITH META" and buy a competitors VR head set and my games thru Steam.
I beg you, help me. PLEASE. You are my last hope else I'm done! How can you help me now? Please call or do some type of messaging cuz this is ridiculous!!!!"
That was 3 days ago and still no follow up of anything from Meta. So i ask, who is worse then Meta for a company this large for customer support?
I can see that maybe they sent you an email that you deleted by mistake, but instead of support saying "we already emailed you some questions, go find that email", maybe attach a copy of the original email?? Even if it is in your trash or junk email folder, why make you go search for it when they can just resend it?
Even though it took like a month to finally get everything resolved, meta support came through and sent me a new Quest 2 for free. Though it was refurbished, that was acceptable to me. Thank you for the support J40NYR.
I am trying your suggestion as well. It’s been a month of submitting tickets and emailing with no response of how their defective product will be fixed. I bought quest 3 in January it broke in May. It’s been a month of being ignored and frustration! Fingers crossed support will help.
Hello there @mary236371! We can empathize with you and never want anyone to feel ignored. We have also received your PM and will be following up with you there. In addition to this, we have made the specialized team aware of your case and you should be receiving a follow up from them. We know your patience has been strained and appreciate you continuing to allow us to work on this for you.
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We would love to look into this for you. Please contact us via DM and we can look into this further for you!
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
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