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Failures of Meta Support (Advanced Replacement issues + No Replies to emails)

KingCheeso
Honored Guest
I was going to keep this private, but this website won't let me send private messages for some reason. They say I have sent too much even though my last message of 4 messages was 3 weeks ago. Okay Meta. Let's have this discussion then. 
 
I can not believe the absolutely terrible support I have gotten from Meta in the past two months. I have been mislead, left without answers, stalled, misdirected, given vague information, and now ignored despite replying to emails sent to me related to a case three times. I have never in my life experienced a support team that has zero coordination, zero accountability, zero understanding of their own processes and systems.
 
I had a support specialist tell me once that if my issue cause me to lose money, they would "maybe" look into it. Does this sound like a good response to you? All I requested was an advanced replacement, instead I was sent on a wild goose chase with no conclusion. Will I be charged for not sending back a device when a replacement was never sent to me? I will never know, Meta never replied to my emails. Will I ever get the RMA canceled, so I don't have to worry about the looming Advanced Replacement error causing me to lose money, I will never know, Meta has never replied to my emails. Will I ever get an alternative method to send back my Oculus Quest 3 with a dead pixel in the middle of the screen despite paying $500 for the device, I will never know, nobody will answer my emails.
 
Two months of these foolish games, and I have had enough. Absolutely appalling support service, and I hope you are ashamed of yourselves. Do some more training, learn to facilitate better customer response, reply to emails, especially when given multiple days in between for a response. Just care. That is all I ask for as a purchaser of TWO meta devices now. I just want you to care.
5 REPLIES 5

The_1st_Dark_Lord_Morgoth
Meta Quest Support
Meta Quest Support

Hey there, @KingCheeso! No one should have to go through replacements not being completed or having to be charged extra for an advanced replacement. I know our teams would want to look into this issue with you further so we can make sure everything is taken care of. Since you mentioned getting an error about too many messages being sent, see if you have any older messages with other users that can be deleted, and then try to send a message to the teams on the forums. If that doesn't work, you can also try clearing your cache, use different browsers/devices, and also try restarting the devices you're on. You can also try sending a DM to the teams on X. I hope this information helps and you're able to get everything sorted out! 

Peace is a lie, there is only passion. Through passion, I gain strength. I gain power. Through power, I gain victory. Through victory, my chains are broken. The force shall free me.

LunaMellow
Explorer

Up until the recent months, Meta Quest Support has been absolutely amazing. The support has been beyond expectations with quick responses and immediate help.

But now suddenly it has become absolutely terrible. Taking two weeks for a response and only getting "I will need to coordinate this with higher support so they can assist you further on this." and "We are going to look into this and will require more time to check with our engineers.".

Its a simple RMA request for a defective product. I dont understand why the support is suddenly like this. I cant use my headset anymore because of the issues.

Very sad to see.

Hey there, @LunaMellow. A proper support experience is really important to us. Even when we are busy it should never take 2 weeks to get your responses. If you are still having issues with your RMA request, please feel free to reach out to us directly so we can review and make sure things are being taken care of. You can reach out to us at any time directly by sending us a message. Click our profile picture to visit our Profile Page and then click "Send a message" while logged into the forums. We hope to hear from you soon!

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

Just sent you a private message. Hope we can finally resolve the situation

Hey there @LunaMellow! We have received your PM, and we will assist you there! 

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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