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Fake facility in EAST MIDLANDS?

Level 3

I bought my Q2 back in Nov21. Since then I have needed LOTS of controller replacements. I was never too hard up about it because they always issued a return and after sending it to Prague I would usually recieve a replacement within 2-3 days. This time my pre-paid labels, because I'm sending both controllers at once, were for a facility in the East Midlands, UK. DHL recorded that the controllers were delivered 12/10/22. Two weeks later and my customer assistant can:-

1. Garuntee me that the controllers have arrived at the facility.

2. Assure me that a team of 'investigators' is on the case.

3. Assure me there are replacement controllers available.

What my customer assistant cant do:-

1. Give me any kind of expected timeline.

2. Explain to me, in anyway, why my return has not been processed.

3. Give me the details of the complaints department. 

4. Return my faulty property to me.


I came here to make a complaint. I have to say it certainly is disconcerting news to find others with the exact same issue as me. It seems this UK based facility either does not exist or is not currently running. I returned 7 controllers to Prague and never had these issues.


Meta is required by law to repair or replace any faulty product accepted under warranty OR refund the price if repair or replacement is not possible. I encourage any dissatisfied customers dealing with similar issues of being given the run-around and being left in the dark by customer service to join me and write to BBC WATCHDOG. They handle many cases like these and usually are good at getting justice for the consumer. Meta must uphold EU trading standards. I demand to know where my controllers are!


Finally received this week.

I received one control this week, they still don't have a clue about the other. Not even logged on the system, glad yours got back to you absolutely ridiculous customer service.

Exactly the same, still no idea about the second if I ever have to return anything again will not be using combined postage as they ask you to. My controllers were never logged into the system only delivery proof was available. For me this is worrying as I obviously used a delivery label as instructed and put the other in the box. I hope its resolved for you soon mate.

I've received one of two but the other with no sign of on their system, I don't have high hopes. My advice would be to ship separately if sending more than one item. If you mean its processed on their end, pretty sure you'll get it. Itreally is an awful customer service process, wish I'd have sent them by carrier pigeon. Good luck.

I also got one of the two replacements this week. It was the right hand controller if that helps anyone and I also havent heard anything back about the second replacement. As it happens the controller they sent me lasted all of 10 minutes before tracking disappeared completely. I dont even get registry from button presses. I think they sent me out a refurbished controller that hasn't been refurbished. So yeah I'm pretty fed up with the situation. I'll keep you posted and good luck.

Just want to add to the chorus, returned 2 controllers before to Prague, no issue, good communication, quick turn around. This one goes to East Midlands, one month later and no news, still waiting for the "Specialist" team to have a look at it apparently and no more they can do, including offering a timeframe.

Pretty exasperating as my Headset is there this time so can't even just get a replacement controller for now. 

Hope everyone else got a replacement at least by now.