08-05-202412:01 PM - last edited on 08-06-202409:55 AM by TheAntiSocializer
Same as title, have had nothing but horrible experiences with meta support. This current case is over two months and has zero resolve. I have been told 24 hours it goes weeks and I am now just simply disconnected from Support staff in chats; For instance today with Angelo. I would like to know how to make actual official complaints against the agents "not" helping me.
Also, please do not close or switch tabs from your current browser to avoid chat disconnection. In any case that our chat get disconnected, I will be sending you an email as soon as possible. Reuben (8/5/2024, 11:26:05 AM): Please send emails to mikelustman@taproduce.com as well. I'm not getting emails hence 8 weeks of back and forth and no resolution. Angelo (8/5/2024, 11:26:34 AM): Alright! I'll be taking note of that. Would you mind waiting for 3-5 minutes while I check your previous support ticket with us? Angelo (8/5/2024, 11:31:12 AM): Thank you for patiently waiting. Angelo (8/5/2024, 11:31:43 AM): Upon further checking on your previous case, my colleague has been already handling with your case. Angelo (8/5/2024, 11:32:13 AM): For us to avoid miscommunication, I would highly suggest to wait for our team's update about your case. Reuben (8/5/2024, 11:32:27 AM): No one has handled anything I'm afraid. I have not recieved a thing since 8-1 Angelo (8/5/2024, 11:32:29 AM): With that, I'll be making a follow up also for us to expedite this process. Reuben (8/5/2024, 11:35:27 AM): Again, this is over a month. When the system says it will email a code it doesn't. When you say expidited isn't that what should have happened in early July? It' is August. How does one reach a manager with support. Angelo (8/5/2024, 11:37:22 AM): I know that you've been trying to resolve this as soon as possible, Reuben. Hence; my colleague has been already passed this with our advanced team. Reuben (8/5/2024, 11:37:44 AM): Your advanced team since 8/1 ? Here on 8/5? Reuben (8/5/2024, 11:37:54 AM): Seems not very advanced to me. Angelo (8/5/2024, 11:38:04 AM): Then for us to avoid any miscommunication on this case, I'll be needing to merged it to your previous case and make a follow up for us to narrow down this issue.
He disconnects before I can respond to I'v already been waiting five days "8/1" being last I heard about some advanced team and 24 hour email that of couse never happened. His colleague how just gaslight me for over an hour (have that transcript too); Wish to report both.
I'm in this hell too. I'm on day number 26 from the start of my RMA. Seems like we're flagged as a trouble customer or something. It's shocking how little communication and actual resolution is given with Meta support. Whether it's here on this forum, chat support, or next level support. You will just be given a line to wait more or flat out ignored. No actual information. Just wait. I seriously doubt anything is actually being escalated at all. I think that is yet another line they give to people to make them think something is actually being done. It's been a terrible experience.
Hello there, @rmlmr and @Anfronie! We certainly want to ensure there is a smooth experience, and we would gladly look into the cause of delays. We would not want to discuss the details for others to view though, and if you could please reach out to us through PM, so we can gather more information to check into the support case and possible cause for the delayed replies. Please select our name to get to our profile page. 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.
We hope to hear back soon, and have a great day!
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
I've already reached out in a PM here and got the same exact response as chat support and next level support. I have yet to see any evidence that my RMA issue is actually being worked. Something is very wrong and no one has answers. Someone on reddit said it took them just over one and a half months for their second RMA. They had to go on social media to get anything done. Seems like this is all by design.
The main problem is no one takes ownership of a ticket. It's obvious any ticket opened goes into a sea of other tickets and just keeps getting bounced around a giant team with nothing actually being done. Next level support has never followed up with me like they said they would. In fact, two different reps have flat out ghosted me. At this point all I can say is that there is no evidence anything is being done and I'm not even sure if I'm talking to an actual person. Just canned response after canned response. When people post what the reps are saying to them it looks exactly like what they say to me. Like exactly. It's clear Meta does not want to be in the hardware business. Now that they are going to have others make the hardware while using their OS, Meta will not have to worry about RMAs anymore. Seems like they've jumped the gun and stopped caring now.
Thanks for getting back to us. We understand you have reached out through PM already. As mentioned, we would not want to discuss any of the information publicly. If you have been in contact, we would recommend continuing communicating through the PM. This ensures all the details get to the same team so they may review the details provided to investigate further.
We appreciate your time, and have a great day!
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
We are just checking in @rmlmr. If you still need assistance, please reach out to us through PM, and we can gather some more information to be able to investigate this situation further. Please remember, you must be signed into the community first to send us a private message. We hope to hear back soon, and have a great day!
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
I finally got an email and communication that my replacement will be shipped out in the next 3-5 business days. From start to finish my RMA took 31 days. I'll still have to see if this 3rd one has stuck pixels or not but at least SOMETHING happened.
Good luck everyone.
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