07-17-202407:00 PM - last edited on 07-23-202403:56 PM by LaserDisk
My Meta Quest 3 recently jumped into usb update mode and asks me to select between a bunch of different selections. The issue is that no matter what I select, the headset will turn itself off and bring me right back to this screen. My headset is not read by my app on my phone as it says it is not connected and will not let me access it through the app. What do I have to do now that my headset is completely unusable so that I can use it again, or do I have to get a brand new one?
I have the same issue. My case is with Meta support, and it's been ongoing for 3 weeks with no solution :-(. They assure me they are "working tirelessly on a fix," but my case has been passed to three different teams, all of whom claim they can't locate my serial number despite my providing them with photos of the SN on the headset and controller. They have not given any estimate on when they plan to resolve this, despite my repeated requests.
From what I understand, if you purchased through Meta or an authorised reseller, you should be eligible for a replacement. This seems to be a common issue. My pure speculation is that it could be a software rather than a hardware issue, but there is no way to flash/restore the firmware unless the device is in update/sideload mode, and as you mentioned, our headsets don't enter this mode. I'm hoping they find a solution soon.
If you haven't already, I recommend raising a ticket with Meta, for example, via their chat support. I hope your experience is better than mine. While I love the Quest 3 and think it offers great value for the hardware, I have never experienced such slow and vague customer support.
Hey there, @SKitchS14! We want to make sure that you're able to use your device, so we'd love to troubleshoot this issue together. To begin, we ask you to try the following steps:
Please remove any accessories from the device, such as third-party accessories, the elite strap battery, any external battery packs, etc.
If that does not resolve the issue, check for sufficient battery charge. Make sure you charge the device for at least 2 hours and note the color of the lights on the headset.
If none of these steps help, please reach out to us privately so we can take a look into all of our options. 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.
@Basilisk We want to make sure that we provide you with the best support possible, and we would love to take a closer look into this together! Please reach out to us privately as well, using the steps listed above. We look forward to hearing from you!
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@MetaQuestSupport I reached out to you three weeks ago. Your reply at the time was: "Upon further investigation, it still looks like our specialists are still reviewing your case. We're working as quickly as possible to try and resolve your issue for you. Once a decision has been made, we will reach back out to you. We appreciate your patience and hope you have a great rest of the day!"
I will pm you again.
After a month of this 'support', I can't help but feel that every message from support lacks substance, and statements like "We want to make sure that we provide you with the best support possible" are empty platitudes, as they are not backed up with any evidence of support.
I private messaged you yesterday and you effectively told me to go away: "Thanks for getting in touch with your info. We have been able to check the status of your inquiry and can see that it has been brought to the attention of our proper team. Since this case is being looked into within our system, this chat will be closed. Have a good day!"
As explained, I have had zero assistance from Meta to date, just multiple messages and emails telling me that you want to help me. Quite frankly, I have given up expecting any real support. I believe that given my headset, like all Quest 3's, is less than a year old and especially at its price point, you should be offering repair or replacement. However, my experience to date is that there is no support if you bought from an unauthorised seller, e.g., eBay. looking at other forum posts it seems like what I'm experiencing is a common issue often caused by software /software updates. I look forward to hearing back from you. Have a good day!
@MetaQuestSupport How can I be assured when nothing has been done in a month, and my last two emails have gone unanswered? You say you are happy to help, but Meta Support has never offered any real assistance and consistently reply with what seem to be empty platitudes. Is a month an acceptable/normal time frame to receive no support?
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