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Meta Not Honoring Warranty

Stormtrooper60
Honored Guest

I had been communicating with Meta Support for a few weeks due to a broken thumbstick. I have a years warranty on my Meta Quest 2 which is not up until July. It was purchased through an authorized dealer (Amazon.ca) and I have been given every excuse as to why the warranty is not covered. All of which do not pertain to me:

1. It is natural wear and tear. This means Meta Quest controllers are only good for 9 months? Not a great quality product for the price.

2. We are overseas so the warranty isn't valid. We are in Canada.  Not overseas and when I bought the product on the Amazon.ca site, it stated a years warranty.

3. It was dropped or thrown. No such thing has happened and Meta cannot claim that without stating that I am lying.

Meta has stated that it is "under investigation" which I have questioned and received no response. I asked for a phone number so I can talk to a human and received no response. I have asked to talk to a manager/superior/higher authority and received no response. I have in fact been ghosted. It is disgusting that a multi-billion dollar company will refuse to honor their warranty for the sake of a controller. Only offering that I buy a refurbished controller with a 90 day warranty which I have trouble trusting after this experience. Take more of my money for a product that is less than stellar and a warranty that most likely won't be honored. 

This is my final attempt in contacting you in this matter. Next will be social media and Consumer Affairs.

Regards.

6 REPLIES 6

jade.jade.jade
Explorer

Welcome to Meta support. They'll stop their BS once they get sued.

MetaQuestSupport
Community Manager
Community Manager

Hey there, @Stormtrooper60! We understand this is not the ideal situation to be in, and we aim for you to have the smoothest experience with your devices, so if you can, please shoot us a PM so we can look into this. When you send us a PM, can you please add your case number so we can pull up the case and look into it in more depth for you and get to the root of it? 

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 in hearing from you soon! 

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

MetaQuestSupport
Community Manager
Community Manager

Hey @Stormtrooper60! We’re just dropping in to let you know that we received your PM. We will continue to provide further assistance through that channel. Looking forward to speaking with you shortly. Have a legendary rest of your day!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

CrimsonD907
Honored Guest

I strongly recommend filing an FTC report. It will force meta to respond. Gamers Nexus covered this regarding another company however it applies to any company not honoring there warranty in the U.S. I too will be filing one, my own quest 3 came with shattered lenses.

Stormtrooper60
Honored Guest

I am continuing to get the run around. I finally had someone state that there was a miscommunication, my warranty is valid and I was asked to provide more information such as shipping address. I responded and waited over a week before I emailed to check in only to get another email from another person saying it is out of warranty which is the same email I got that started this whole mess a month ago! This customer service is deplorable! 

Hey @Stormtrooper60! We appreciate you reaching out. We see that you currently have a PM open and we would like to continue the conversation there to discuss your case in more detail. Hope to hear from you soon!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
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