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Did not receive my controller and then my replacement was cancelled

RustlessRobo
Honored Guest

Over a year ago I requested Meta fix or replace my Oculus 2 controller that had started to stick drift (a known issue). I started the claim through my warranty and received a return label to ship my old controller back to them. I was told they would send a replacement in 6 - 8 weeks. 2 months is a long time to wait for a controller, but it seemed better than shelling out $100 for a replacement or trying to fix it myself. I shipped my controller to them right away and a month later, in December they updated my claim saying they couldn't ship the (free) replacement because I had no credit card on file.

Uh, ok... so I updated my card on file. On 1/04/24 they took $50 from my checking account for the replacement (without my authorization or knowledge). I started a claim with my bank and they refunded the money saying it was deducted in error (no duh). I assumed this meant that at least my replacement was going to ship.

No updates until 1/11/24 when my replacement product was marked as pending, with no ship date or anything listed. I waited, and waited, and waited some more until 7/16/24 when they canceled my replacement shipment saying it was out of warranty (although I started the claim way before my warranty expired). They haven't shipped back my controller or anything, so now I can't even repair it myself if I wanted to. 

After spending so much on this device and experiencing issues less than a year later, then having my controller essentially stolen by this company (who will then profit off of my replacement purchase) I am ready to seek legal action. But, I have no idea how to start that process. 

Anyone else have their devices or accessories stolen by Meta?

Did you have any success trying to get them back and how did you do it?

Thanks

5 REPLIES 5

MetaQuestSupport
Community Manager
Community Manager

Hi there, @RustlessRobo 

 

We understand that you have had an issue regarding a replacement controller.

We would love to help resolve this and get you your controller back.

 

Can you send us a private message with your ticket number and provided RMA number so we can investigate this issue further?

To send us a private message, 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.

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

MetaQuestSupport
Community Manager
Community Manager

Hi there, @RustlessRobo 

Just following up on our message yesterday to see if you still require any assistance.

 

If so please do reach out to us so we can help resolve this issue!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

RustlessRobo
Honored Guest

Yeah I contacted somebody through chat and am waiting on a manager to look into it and email me back.

yeah I contacted someone through chat and they said a manager was looking into it and I'm waiting on email follow up from them still.

Hey again @RustlessRobo, as you mentioned you already have an ongoing ticket with our email team, they will be in touch with you soon regarding this issue. We recommend to keep an eye on your email for any future updates! 

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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