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Meta Quest support suggestion - Great service until it wasn't

Honored Guest

I was asked to share this with the Meta Quest support team. My Quest 3 facial interface lost adjustment on one side and needs to be replaced. The support rep I dealt with via WhatsApp was very polite and helpful. I provided all the requested information and was happy that Meta was going to send a replacement facial interface. However, I then learned that I would be expected to return my defective facial interface FIRST and then await the replacement to be shipped.

As you might expect this is upsetting. I use my Quest 3 every day for Supernatural workouts and productivity for my job. I don't think it's reasonable to expect me to lose likely 2 weeks or more (counting shipping time, review of the defective piece, and shipping of the replacement). Such a simple issue to solve and Meta is making it very unpleasant.

By comparison, I have been using Apple products for many years, and one of the best things about being an Apple customer is the generally hassle-free service experience. I have had many devices that needed replacement over the years and have NEVER had to return a device before receiving a replacement, especially for an accessory (low cost, low risk).

If Meta wants to dominate the VR space it needs to step up its service experience big time. What was a very positive interaction turned sour at the end because I now need to decide if I want to live with a broken facial interface or stop using my Quest for 2 weeks minimum and lose out on my fitness routine and productivity at work.

Sucks to have to write this but I needed to share. Hopefully someone who makes decisions at Meta can understand what I'm saying. TAKE CARE of your customers with hassle-free service and we will be loyal to you for life. Make it hard to deal with you, put us in positions that are unpleasant, and we walk away and find someone who will treat us better.

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