Meta Quest support wasting time, won't respond regarding defective Quest 3 (Black chunk in display)

[DouglasBouglas]

I'm getting so frustrated with Meta Quest support. My brand new Quest 3 arrived with a black piece of plastic inside the left lens. I've been trying to get a replacement for over a week but every email I get from meta support is from a different name. They never answer any questions that I ask, they just repeatedly ask for the same pictures and information over and over.

Every time I send them what they ask for I end up waiting and waiting, and when I finally get an answer it's from yet another name asking for the same stuff I already sent them! It's absolutely impossible to make any progress. I send them pictures and video of this large black spec inside the display but they won't do anything about it! I paid over $700 after tax but the headset I got is defective and they won't do anything to fix it.

[DouglasBouglas]

Here is a video I took of the black chunk inside the display. I already sent this video to Meta

Quest Support

[user_901925786032222]

Welcome to the Meta support experience. I expect they'll get back to you eventually but the launch of a new product always brings a flood of support enquiries that they are ill-equipped to handle.

It's no help to you, but the moral of the story for future readers is - don't buy from Meta directly. Use a third party seller like Amazon with a good returns policy.

[DouglasBouglas]

Thank you for your reply. I actually did order through Amazon but I use Amazon a lot and am afraid of returning such a high cost item like this and affecting my ability to make further returns in the future. Maybe it's a stupid fear but I really hoped I could deal with it through Meta first instead. I had no idea it would be this bad.

[user_901925786032222]

Return it to Amazon if you still can. They never quibble and the process is quick and easy.

[MetaQuestSupport]

Hey there, @DouglasBouglas. We take it very seriously when we hear that one of our users has not gotten the assistance they have asked for. Especially when dealing with something like a Quest 3 return. With that being said, we would love to try and turn this situation around and get you the information you need to know as soon as possible. We see that you have taken your issue to support.  Can you please send us a private message with your support case number, and we are more than happy to look into this for you. To do so, 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 hope to hear from you soon!

[DouglasBouglas]

Thank you for your reply,

When I tried to send a private message to you it says I have already hit the limit for sending private messages, even though this is the first private message I have ever sent on this account! This is growing even more frustrating...

Can you please confirm that you received a private message from me? I am still not getting any answers or responses from Meta Quest Support anywhere else.

[MetaQuestSupport]

Hey there, again. We truly appreciate your patience. We have not received any private messages from you yet. If you could please clear your cache and cookies and log back into your account, you should be able to send a private message that way. We truly hope to hear from you soon. Thank you!

[DouglasBouglas]

I think it's some kind of glitch. I can't find a support ticket number in my emails, but there is a thread number at the bottom. When I tried to copy and paste the thread number into my private message I got an error (something about HTML in the message text), and when I try to send it again it says I reached the private message limit.

In the meantime I did a third attempt at live chat and eventually was sent an RMA and shipping level. From what I was told the return process would take way longer than Amazon, and I've already been waiting so long to even get an answer, that I am just going to return with Amazon instead. There is no way I'm going to trust Meta support to hold onto my money and the device I paid for when they wouldn't even respond to me for so long. It was so frustrating 😔

[MetaQuestSupport]

Hi, again, @DouglasBouglas. We're glad you were able to get in contact with our support team, but we very much understand wanting to use Amazon to return your device. As long as you're able to get back to enjoying VR, that's what really matters! We also appreciate your feedback as a valued member of our community. If you have any further questions, please do not hesitate to reach back out to us. Thank you and happy holidays!