I have been waiting patiently for my RMA to be processed. There have been multiple RMA requests made for the same headset, merges needed to be made... confusion. I was explained to by support that there were duplicates of the request, and they had to be merged. Alright, stuff happens. Emails are sent, nothing happens within the promised time frames, so back to the support app once more to check what the issue could be.
I Finally get this:
Hello JC,
Thank you so much for your patience during our troubleshooting and replacement process. I am writing to let you know that your Meta Quest 3 Full kit replacement has been processed. There is no need to send back the original, we are sending you the replacement so you can have it as quickly as possible.
You will be receiving an automatic email regarding this replacement. Please check your inbox/junk/spam folders for RMA. If you don't receive the email in the next 24 hours, let me know as soon as possible.
I look forward to your response regarding an update.
All the best,
Rafeeq
So, 24 hours pass, and of course I don't receive any emails from meta, so back to the Meta app support link to throw myself against the ramparts once more.
After one of the briefest chats I've had with a Meta support rep, I was informed I would be getting my device shipped out immediately, and I would have the device by Wednesday the 21st, which I felt was impossible, but hey, I was happy with the answer. I skeptically began to wait for my tracking email. Amazingly, it came promptly with an order number. It was to be shipped out the 20th. When I checked the tracking later, the origin of my device shipment was from Louisville Kentucky, so definitely not going to get here by Wednesday. Whatever, it's on the way.
This morning (wed the 21st) I check the tracking, and it reads that it has been requested as return to sender by shipper. No email explanation. Nothing. So back to the Meta app chat support. As always, customer support reps are polite and punctual, however, all the rep could tell me was that my device may have been undeliverable, or no one was home at the time of delivery. They also asked me what country I was in. The fact of the matter is a human requested that the shipment be returned to sender and has given no reason why. There are no notes. Meta has had my device since the 24th of January, that is, my RMA progress bar states the return headset as received as of that date. It is IMPOSSIBLE for my location to be undeliverable.
I was involved in the following support thread, and received a mention :
Please, can someone help me with this issue? The only thing information I can offer from an account status perspective, is that on my Meta shop account, it shows my headset, the warranty that still has not been activated, and no orders under the devices tab. All of my RMA process has been done through the Meta app. I have multiple ticket numbers, and just an fyi, "save transcript" does nothing. Are there any community members have who are having similar experience? Also, thank you in advance to the Community managers, who always seem helpful with these matters.
We want to see what we can do to help smooth out the RMA process for you! We know you have been through quite a bit and want to help settle any confusion and get you back to enjoying VR as soon as possible.
Kindly send us a private message so we can look into this further for you. Please select our name to get to our profile page, or click here. Next, click "Send a Message" to privately message us!
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So here we are now, on to a new month. My RMA request was made the 17th of January. Meta received my headset on the 24th of January. It took an unbelievable amount of nagging to finally have them send me out a replacement. Then this:
02/21/2024
7:00 A.M. Return to Sender Requested
We've received a request from the sender to return the package.
02/21/2024
12:25 A.M. Departed from Facility
Louisville, KY, United States
02/20/2024
7:18 P.M. We have your package
Louisville, KY, United States
02/20/2024
4:10 P.M. Label Created
There is no explanation why this shipping return was requested. Teams are investigating. Teams have been investigating for over a month. They even blamed UPS even though it is obviously a request from the sender.
Agents are chastising me for asking for details and expecting an immediate resolution. This is without a doubt the most dystopian customer service I have ever experienced. Today, when I contacted support, as I do every 2 days, I was once again chastised by the Meta agent for inquiring about my situation. The agent then asked my if it was an RMA for a single controller. 😑
Trust that you are well and that you are having a fantastic day.
We appreciate your time and effort providing us with an update in regards to you concern. Allow me to assist you further with this.
After checking here in our system, it looks like you already had a previous conversation about this matter. In order to avoid confusion, miscommunication, or delay in providing assistance about this, I will be merging this email you had on case #REDACTED
Please keep in touch with the case number mentioned above, our team will get back to you for any updates as soon as possible.
It is Meta who keeps making tickets, not the customer. Maybe if your support contacted people in a timely fashion, you know, the same realistic time frames that is expected by most people dealing with business matters, customers would not have to constantly resort to contacting live chat. Simple question. Why was my RMA requested as return to sender less then 12 hours after shipping? It's my order, for my RMA. I should know why you requested it to be returned. It is MY device!
Hey @luciddecap, and thank you for your patience. We see that you've been waiting over a month for your RMA return. We know how stressful this process has been for you, and we'd love to try and do everything we can to get this resolved for you. So that we can look into this issue further, we'll need to gather some personal information from you, so we'll need you to please PM us. 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. We look forward to your response!
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
Hey, hey @luciddecap! We're checking in to make sure you were able to get that RMA sorted out, or if you've run into any further trouble with that at all. We'd like to make sure everything went smoothly for you along the way, so please don't hesitate to reach back out with a PM! We're happy to lend a hand!
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
Hey there, @luciddecap! We do see you reached out in PMs, and we're happy to continue there with you to get to the bottom of that issue. Please get back to us when your schedule allows, as we'd love to work further with you on this. Talk soon!
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
So the torture continues. Another day, another red hot poker. Meta now has my original headset, as well as my replacement headset.
"Meta does not re-ship returned products and a refund will be processed within 5 to 9 days after the shipment arrives at the warehouse."
This is the way it goes with Meta people! After all of the notes and investigations, this is what customer support deems a resolution. What did I ever do to you Meta to deserve this?
So much copy pastea messages. It must have caused you much anxiety dealing with these idiots?
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