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Damaged Lens - Terrible Customer Support Experience

Honored Guest

To start this off, I do not typically like to complain, but I've never been so disappointed in a company as I am with Meta right now. I'm a 32 year old techie and I've had my share of tech issues over the years with varying levels of support.


I have to say though, this has been the worst experience I've had with a product and the support. I wear eyeglasses, as many people do and I had no idea the danger they posed to the Quest 3. I purchased my Quest 3 in February and have used it a handful of times, always taking care to protect and store the device.

I was using the Quest 3 yesterday and it was either too loose or too tight and my glasses bumped the inner lens, scratching both my eyeglasses and the Quest 3 lens. 

After reviewing Reddit and forums online, I see this is a common problem and lens protectors inside the Quest are recommended....

Well that would be fine if Meta warned about this. I've spoken with support and there is no option to fix the lens, short of purchasing an entirely new Quest 3.  I just paid $700 for the 512GB less than 3 months ago and the device is basically useless now. This scratch can be seen in all content on the Quest 3.


It is absolutely mind-blowing to me that there is no lens replacement option, especially given how apparently fragile these are. New eyeglasses and a new Quest 3 would run $1000. Absolutely ridiculous. I would never want Meta to pay to fix my own glasses, but the fact that there isn't a ~$100 single lens repair option is so anti-consumer for users with glasses.


Had I known these facts earlier, I would have just bought prescription lenses for the Quest itself, but I wanted to share the VR experience with my friends and family. Clearly that was a terrible idea as my headset is now a $700 brick and I need to rescind my recommendation to anybody that has used it.


If you wear glasses you are better off not purchasing a Quest. Support will not be helpful. I have the emails and transcript to prove it if anybody is interested. 

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