DHL won't ship my defective Quest 3

[Mafootje]

Hi does anyone have experience with this in Europe?

My second Quest 3 lost tracking just like my first Quest 3, tried to use support but that didn't help.

I did a return / refund request and got a shipping Label from Meta. With that label and the same box i've got it in i returned it through DHL. My shipment is now on hold because of possible dangerous goods. Contacted Meta and they told me to wait for the actions of DHL. I've told meta if i don't do anything i will have to go and collect it at the distribution point where it is now. They won't return it to me either.

I contacted DHL and they send me a form which i much fill out with information about the battery in the headset. I've done that but now they want me to let them know which labels to remove. 

Communicating with meta support is time consuming at the moment about it takes more than a day to get a response. It would be so much easier if they gave you a virtual place in the waiting line and then let you chat or call them. 

I don't want to end up with having to pick up the package and get stuck with it without the possibility of a refund.

Anyone having tips how to go about this and speed things up?

[MetaQuestSupport]

Hi there, @Mafootje! We're very glad to see you've sent us a PM, and we're looking forward to checking into this return order for you! When you get a chance, please get back to our message there and we can investigate this together. We'll be looking out for your next update! 

[Mafootje]

It is still not delivered to you.

[MetaQuestSupport]

Hi there @Mafootje! Thank you for sharing your recent experience, and we would like to look into this matter further for you. In order to do so, 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. Hope to hear from you soon! Have an awesome day!

[MetaQuestSupport]

Hi again, Mafootje! We just wanted to circle around and see if you still needed help with the shipping issues you were having. If you still need assistance, please feel free to reach back out to us at any time! Have a great day!
 

[Mafootje · Accepted solution]

No I fixed it myself, you have the unit now.

[MetaQuestSupport]

Hello again, Mafootje. Thanks for sharing that update with us. We're happy to hear there's been some progress on your return. Please let us know if you have any other questions or anything else we may be able to assist you with. Thanks for your time, and have a great day!

[niceelk]

I have a similar problem, DHL has my return on hold due to dangerous goods. How did you solve your problem?

[Mafootje]

I've contacted DHL the send me a form I need to fill out. I also needed to tell them which sticker to remove. 

I tried to get help from meta support but they didn't acknowledge the problem. They say to wait out out. Even when i told that DHL won't even return the item and I would have to pick it up. 

I've found out that a dangerous goods sticker on the original meta box wasn't necessary when looking at the info from DHL.

So contact DHL fill out the dangerous goods form they send you and you probably have to tell them to remove this sticker.

 

[niceelk]

DHL has to return the package for me. They could not update anything. I had to give them my address since meta put the drop off location as the sender. I have sent a new request for a shipping label to the support team, and I wish this will not be problematic. Meta could stop attaching the dangerous goods sticker on packages not containing dangerous goods..