How long should I wait after an escalation?

[Konchog]

I had distressing day today, with support not being able to assist with a failure on behalf of the courier company.  Support told me, after a long discussion about the issue.:

Support (24/01/2024, 11:03:24): Yes, I understand you well. This is the only thing I can do for you so that they can ask an assistance from our logistics.
Support (24/01/2024, 11:04:08): I need to disconnect this chat so that I can escalate your case. 
Support (24/01/2024, 11:04:20): The support will continue via email. 
Me (24/01/2024, 11:04:56): Okay Support.. Please help me with this. I feel that automation, while brilliant, just is so useless with these edge cases. 
Support (24/01/2024, 11:05:39): I will. Even this case being escalated, rest assured that I will be monitoring your case. 
Support (24/01/2024, 11:06:36): Also, please don't open new cases, as this will prolong the assistance.

 The courier company (Yodel) admitted their error to me, but would not say why they lied to Meta and me about it.

(Wed, 24 Jan 2024 11:23:46) Me: If you look at the details of the 'parcel's journey', you will notice that the delivery depot received the parcel at 6:04 this morning, and returned to the sender at 6:26 this morning. Note that in this 21 minutes, there was a supposed attempted delivery. Not only does this address have direct street access, but we also have motion-activated cameras. I am also in this morning. What is going on?
(Wed, 24 Jan 2024 11:25:24) Yodel: Upon checking the details, I can see that the parcel's estimated delivery date is of today and I can see this parcel was marked as returned to the seller today only at the seller's request.
(Wed, 24 Jan 2024 11:26:26) Me: Your tracking page states "We tried to deliver your parcel but were unable to." You know this is untrue, right?
(Wed, 24 Jan 2024 11:27:22) Yodel: Yes, it was updated lately in error but the parcel was marked as return earlier only. Do not consider the detasil updated on website.
(Wed, 24 Jan 2024 11:27:51) Me: I do not understand.
(Wed, 24 Jan 2024 11:28:56) Me: The seller tells me that "checking your order, it shows that it was being returned back to us."
(Wed, 24 Jan 2024 11:29:14) Me: But they have no record of a return request.
(Wed, 24 Jan 2024 11:30:12) Yodel: Your parcel is marked as returned to the seller and it is not going to get delivered now so you have to contact your point of purchase/seller for further assistance. If you will go through the messages shared above I have alredy shared the information above. You know who is the retailer of you point of purchase?
(Wed, 24 Jan 2024 11:31:01) Me: Yes. I received an email from them at 7:26 telling me that you attempted to deliver the parcel but failed to do so and therefore they initiated a return.
(Wed, 24 Jan 2024 11:32:04) Me: "This email is to inform you that the courier attempted to deliver the following shipment to the address on your order but the delivery was unsuccessful. As a result, your shipment is being returned to our warehouse. Once it arrives, a refund will be issued to the payment method that was charged. Please allow 5 to 7 business days for it to reflect in your account."
(Wed, 24 Jan 2024 11:32:28) Me: But you did not attempt to deliver the parcel. Why did you tell the seller that you attempted to deliver the parcel?
(Wed, 24 Jan 2024 11:36:19) Yodel: We are aware that the attempt was not made and this is what I am trying to explain you above if you go through there is a word mentioned"in error" which means we are aware what is going on and the scan that states that the attempt was made is in error but the parcel is returned to the selelr so now nothing can be done Once the parcel is marked as return we are unable to arrange the collection or delivery for the same. So, it will be helpful for you if you can contact your selelr and if they are not aware what the process is kinldy ask to contact us and we will explain them further it will be earlier for us.
(Wed, 24 Jan 2024 11:38:20) Me: So you are telling me that, at the depot, someone scanned a 'non-delivery attempt' even though there was no delivery attempt made and subsequently neither told me nor the seller of your error? Are you really serious?
(Wed, 24 Jan 2024 11:40:37) Yodel No I am not saying this. Would you please contact your seller please and ask them to contact our team.
(Wed, 24 Jan 2024 11:41:30) Me: So you are saying that there was an error but that the error wasn't a faulty scan, but that the scan that states that the attempt was made is faulty? What do you mean?
(Wed, 24 Jan 2024 11:44:24) Yodel: If you click on the +sign given on the tracking link under my parcel journey you will be able to see the two different scenes at- 06:26 and 07:08 and this is what I am trying you explain you from the last 20 minutes. We have limited options of scans and we just cannot write the whole history of the parcels through our scenes that is why we have some decided scans for some scenarios and we have this live chat to explain this thing to the seller as well as to the customer but we cannot explain you the thing if you are not going to get this.

(The transcripts have been slightly edited to remove private details - I have full transcripts of both conversations if either company wishes to contact me about this. All typos and grammar belong to their respective authors).

This is a really worrying failure of communication between Yodel and Meta.  Meanwhile my order, worth over £900, is lost.  I received a whole bunch of information from Meta telling me how to return the parcel, which goes on "Thank you for your recent Meta Quest product refund request. A Return Merchandise Authorization (RMA) has been approved and your RMA reference number is: (such-and-such)"

Let's be 100% clear.  I order a bunch of things from Oculus.  Nothing arrives. The courier misleads both me and Oculus.  Oculus does not respond well to the situation, and I am yet to hear from anyone significant enough to take control of the situation.  The courier will only talk to Oculus, despite having accepted the fault, and yet denying that the message was deceitful, yet acknowledging on one hand that both Oculus and myself were told that "The courier attempted to deliver" while also acknowledging that "We are aware that the (delivery) attempt was not made".

Anyone? I mean WTAF?

[MetaQuestSupport]

Hi there, @Konchog! Thank you for bringing this to our attention. We are sad to hear that this is the purchasing experience you are having and we want to help look into this further to provide you with any available updated information or resources. We value your privacy and therefore would ask that you send us a PM so that we can collect some sensitive information regarding your order. Please remember, you must be signed into the community first to send us a private message. Let us know if you have any further questions or issues sending us a PM. 

[MetaQuestSupport]

Hi there, we wanted to follow up with you to see if you still need help with your recent order. Let us know; we are here to help!

[Konchog]

Hi, I got a response after two or three days. The time zones of the support team don't really help, I guess.  The case is still ongoing and there is still no resolution.  Thankyou for your offer to PM. The experience has really knocked my faith in Meta.

[MetaQuestSupport]

Hey again, @Konchog! We see your private message and will continue our conversation with you there!

[Konchog]

Unfortunately nothing has redeemed Meta Store in this. The underlying problem (some sort of miscommunication between Meta Store and the courier) was never resolved so, while I was eventually refunded - a process that took over 30 days, and while various members of Store Support reached out - each time the response taking 8-48 hours, sometimes far longer (the last escalated support delay was over 8 days), the problem still persists: that Meta is unable to deliver anything physical to my address- and let's be 100% clear here: The courier did not even attempt delivery.  Who knows why?