Meta Quest Pro can't pair left touch controller after V69 update a couple of days ago

[BeatrizBrazil]

The Meta Quest Pro headset is practically new. I have been using it to ADVERTISE Meta products and Virtual and Mixed Reality here in Brazil. We had a channel with 1 million followers on YouTube with about 10 THOUSAND Mixed Reality and Virtual Reality game videos, but the channel was PERMANENTLY BANNED due to the CENSORSHIP that happens in Brazil, we lost money, followers and content.
Coming back, everything was working PERFECTLY, but 2 days ago the headset updated and after booting, it updated the controls. It was restarted again, the left control appeared as connected but not tracked.
I unpaired the 2 controls. I did the factory reset 7 times. ONLY the right control paired. The left control does not complete pairing when it is pairing, a message appears instead: Headset connection lost.
I changed the Wi-Fi network security from WP3 to WP2 to WP to NO SECURITY.
I turned off 5G and connected to 2.4G. I changed 3 different routers.
I connected 2 different iPhones to pair.
I set up different networks for the iPhone and headset: Both on 5G, 2.4G, and then each one on different Ghz.
I can unpair and then pair the RIGHT controller, it works perfectly, Oculus X button, flashing red, 10 seconds, Oculus Y button and OK. The message Headset connection lost does not appear. I can play Beat Saber on the Headset, or Virtual Desktop, PCVR, Beat Saber on Steam, everything works and does not lose connection.
I can leave the right controller paired or unpaired, and try to pair the left controller. But, before completing, the HeadSet Connection Lost appears on the Meta App and does not pair.
Factory reset and PAIR right at the beginning WITHOUT CELL PHONE. Left DOES NOT PAIR, RIGHT PAIR.
System Version: 50436710071900330
Version: 69.0.0.576.352.641228209
Runtime Version: 69.0.0.570.355.641203395
OS Version: SQ3A.220605.009.A1
Right Controller Firmware: 1.43.1
Left Controller Firmware: unknown
Note:
1) I live in Brazil and have always actively created content for META. When we had 1 million followers on YouTube, we used 6 MetaQuest 2. Then we bought the Pro and sold all the other Quest 2s for financial reasons, we lost the channel and more than $150,000 in our YouTube account. And now the ONLY headset we have and that we take care of is defective due to a BUG on META UPDATE ERROR. What are we going to do?
...
Please, we ask URGENTLY for you to analyze the situation, I am available for a video call, to downgrade, to reset to another firmware, to do whatever is necessary, it is just not fair that I suffer the consequences of losing one or two controls due to a META update error, which requires us to do the updates.

[BeatrizBrazil]

Hello everyone. Please help me spread the word.

I'm explaining the problem at reddit.

Meta is purposefully damaging devices! They have a malicious update that checks if the download is from an unsupported country OR if the serial number is out of warranty. If either of these variables is positive, the update will damage one of your devices. Why are they doing this? To make MONEY! I paid $1,500.00 for a Pro and it was working perfectly. I had no intention of buying a Quest 3 at the moment. So for all the other customers like me, META would have to wait 6-8 years until I bought another headset... So let's GO INTO the user's house, install a faulty update and they will have to spend more money NOW.
I'll say it again: if someone comes to your house and BREAKS or DAMAGES something, they will have to pay. META wants to make money from us by breaking and damaging part of our devices.

[BeatrizBrazil]

META wrote that they would exchange the device even though it was out of warranty because they had recognized that the problem was due to a malicious update.

Then, another META representative said that they would no longer exchange it for free.

And I replied:

I think you missed the point here. It doesn't matter how close or far my device is from the warranty. The fact is that it was working 100% perfectly BEFORE the mandatory and malicious update.

You have telemetry and can easily check if the controller was in perfect condition.

And then, META ENTERED MY HOUSE, without asking for permission or if I wanted to take any risk, performed a mandatory update and placed malicious or at least defective code inside my devices, and intentionally broke and damaged my left controller.

That is the fact. The rest are narratives to try to hide the fact that META may be acting in bad faith to damage its users' equipment so that it can later profit by selling controllers or other equipment.

This is a very serious and unfair act. What's the point of buying another controller if, after a while, when the warranty is out, META needs to make money, so they won't damage my equipment on purpose again?

How much does the humiliation I'm going through to seek my rights cost? Someone ENTERS my house, breaks into my property, and doesn't want to take responsibility for the loss?

I'm still waiting for the free shipping of the controller as previously agreed. There's no such thing as offering something and then backing out in business. I'll go as far as necessary legally. And I'm spreading all the details of what's happening on all the forums. The community needs to know the seriousness and risk of doing business with META.

[BeatrizBrazil]

I have a written e-mail from META saying the controller will be replaced without any cost.

And then META is not answering anymore. They DAMAGED my 100% controller and now what?

[Luckybri]

Honestly, I understand your dissapointment. I bought mine, second hard, a few months ago (it was practically new). Everything was working great until the last update. And now my right controller is blinking SOS in morse code and it's not working. The Meta app on my phone doesnt let me access the settings menu su that I can unpair the controller. Their support team is just unhelpful. I will share your story and def wont recommend Meta Quest 3 to anybody. 

[BeatrizBrazil]

Please help me spread my story.

It's unbelievable what happened.

My headset was like new, working 100% perfectly.

I was using the headset daily to play Beat Saber and they were able to do telemetry.

I did the update, and my left controller only worked the buttons, without tracking. So I was recommended to unpair it. And now it won't pair anymore. I've already factory reset the headset, the controller, restarted it about 200 times, held the button for 36 hours until the battery ran out completely... But nothing.

After sending about 30 emails to META, an attendant STATED that my controller would be replaced free of charge because there was a bug in the update.

The next day another attendant said that they wouldn't offer a free replacement because my headset was old and out of warranty.

Does this mean that if someone BREAKS or DAMAGES a product of yours that was 100% working, then they don't need to be held responsible?

If I buy an old car that is in perfect condition and has never been crashed, then I can DESTROY the car, like a really hard crash, or drain the engine oil and let the engine seize up, am I not responsible because the car was old?

There is no point in buying a new controller if at any moment META decides to DAMAGE my products again, they will do it when they need money without taking responsibility.

Please help me. I was going to buy a META 3 now that the price has dropped, to have 2 headsets. But now, I want to spread the word about what META is doing ON PURPOSE. I have ALL the emails where the attendant says update with BUG and the other says they won't change it because my headset is old.

I think old is the @@#@$#%$$%ˆ&&ˆ&

[BeatrizBrazil]

That's the new message from another person from support.

As anyone can see, each attendant says whatever they want:

- One says that the update was indeed defective and that they will exchange the devices even though they are out of warranty;

- Another says that it is out of warranty;

- Another confirms that the update generated errors and damaged devices that were working;

- Another says that it was updated from a country without support;

- Another asks for my proof of residence in Miami;

- Another asks for my driver's license with the same address;

- Another asks if I am still at the same address in Miami where the products were delivered;

- Then again they assume that it was an error in the update and will exchange the product, in the same box that they send a new controller they will put labels for the return of the old one;

- And then out of warranty.

What does this mean? There is no follow-up of anything. What matters is to respond quickly and exempt META from responsibility for having entered my house and damaged my controller.

de:	Meta Store Support <support@store.metamail.com>
para:	"*redacted*" <*redacted*>
data:	3 de out. de 2024, 23:49
assunto:	Re: Resolved - Re: Case #07361048: MQP Left controller
assinado por:	store.metamail.com

Hello Marco,

Thank you for coming back to Meta Store Support.

My name is Han and I hope this email finds you well.

I hope this message finds you well. Thank you for reaching out to us regarding your recent concern with your device. We truly appreciate your loyalty and value you as a customer.

After reviewing your request, I regret to inform you that we are unable to provide a free replacement for your device, as it is unfortunately out of warranty. We understand how disappointing this may be, and we sincerely empathize with your situation.

I know this is not the answer that you are wishing for. However, my hands are tied on this matter. I am trying to assist you better on this issue

Please don't hesitate to reach out if you have any further questions or if there’s anything else we can do to assist you during this time.

Thank you for your understanding.

Sincerely,
Han
Meta Store Support

Stay connected with us on our Meta Quest Community!

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[S0raWasTaken]

similar issue happened to me with the V68 update on my quest 2, my right controller used to work perfectly and after that update all the butons on it stopped working, sent more than 20 emails to meta and they refuse to give any help, always the default generic responses and telling me to buy a refurbished one when they dont even ship here to brazil and dont give any support at all, my headset is less than 1 year out of warranty and they just bricked my controller for no reason with this disgusting update and no fix till now on V71

[MetaQuestSupport]

Hey @S0raWasTaken,

Thank you for letting us know about the issue. We understand how frustrating it can be when your controllers won't pair. Rest assured, we're here to help.

Could you please reach out to us via private message? This way, we can better understand the situation and provide you with a quick and efficient resolution. Please select our name to get to our profile page, or click here: https://metaque.st/CommunitySupport. 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.

[BeatrizBrazil]

Hey Sora, how are you? Very disappointed with META, right?

We both had a working headset and controllers, and after the update, META BROKE one of my controllers.

So, META had a malicious update and they checked if the Pro was out of warranty or if the downloaded originated from an unsupported country.

If one of those is true... Lets DAMAGE and make money!

[MetaQuestSupport]

Hey @BeatrizBrazil,

We totally get how frustrating this situation can be, and we're committed to resolving the controller issue for you.

Could you please reach out to us via private message? This will help us correct the problem more efficiently.

Please select our name to get to our profile page, or click here: https://metaque.st/CommunitySupport. 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.