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How to escalate a complaint

shagonwagon
Level 2

I sent my headset ( faulty ) back around 5 weeks ago. Despite messaging and opening up a ticket I keep being fobbed off with its being investigated! Any idea how I escalate this as I am not getting anywhere via WhatsApp

9 REPLIES 9

MetaQuestSupport
Community Manager
Community Manager

Hey there, @shagonwagon. We can definitely understand how it feels to have to wait longer than expected for your headset to be shipped back to you. We've added a note to that ticket so that our specialist team can see that you're in need of an update on the situation. They should be reaching out to you in the near future with an update depending on their current workload. We hope you enjoy the rest of your weekend!

PeralzDibz
Level 2

Did you have any joy? I opened up a ticket a week ago asking for our controllers to be returned as we only received our headset back & I keep getting fobbed off. How do we escalate a complaint? 

Hey @PeralzDibz, we want to make sure that we processed all of your information correctly and that you are able to get significant help from our agents. Can you please PM us with the ticket number that you opened? Please select our name to get to our profile page, or click here. 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.

Hi. After 6 weeks of when I originally sent back the headset and daily messages to support through WhatsApp on Thursday we received the replacement headset. Plus a £50 store credit, so a good outcome in the end. Very frustrating. I literally messaged daily and they more than likely got fed up with me! I did threaten taking to a small claims court and within a day received a email it was being sent out! Whether this helped or whether it didn’t I’m not sure. Hope you get yours soon and be persistent messaging ! 

gymmom12
Level 2

I'm having the same issue. I've been trying to resolve an issue with a defective headset for 5 weeks. My defective headset was received by Meta nearly 4 weeks ago and I was told I'd have it back well before Christmas, which is why bought my kids new Oculus games for Christmas. I have replied to customer support emails many times asking for an update and I keep getting a response that the issue is being investigated but there is no known reason for the delay nor a resolution. I have requested and scheduled a call back numerous times and I have not received a call back. I keep getting emails that the issue has been resolved and the ticket is being closed. When I reply back to these emails saying the issues is not resolved, I get the response that these emails were sent in error and the issue is not resolved but there is still no update.  I need to escalate this issue as Meta's customer service has been unresponsive, poor, and riddled with incorrect and errant information. I'm filing a compliant with the Better Business Bureau.    

Hey there @gymmom12! We completely get your worry and exasperation with not having any word on your headset replacement, so we'd be happy to help get the ball rolling for you!

 

We were able to locate your support ticket and have nudged the team along, so you should expect an update soon! Please let us know if there is anything else we can assist you with.

gymmom12
Level 2

I don't think you really understand my frustration because nothing has occurred since your "nudging". I still have not received an update. Do you have any intention of replacing my defective headset? My kids are still waiting to play their Christmas gifts but you can't seem to provide an update or reason why you can't send a replacement headset.  

I'm still looking for a way to escalate this issue. I finally got a response other than "it's being investigated". However, the response is that you don't have any headsets to send to me at this time. This is unacceptable. It's been 7 weeks since you asked me to send back my defective headset. 

Given that Meta now is in possession of $400 worth of my possessions (and limits my ability to use $100+ of Oculus games that I have purchased) and has not indicated a willingness to provide a replacement for my possessions, I feel like I am being forced to explore other options. Based on my research a small claims filing is only $90, which is reasonable given the $500+ that I'm out. Meta requested that I return my defective product and needs to find a way to replace my possessions ASAP.