Meta Support frequently spreads misinformation

[VRCanuck101]

I hate having to make this post, but if it saves anyone else the countless hours that I have wasted the past month talking to meta-support and perhaps it will be worth having made it. It will also be interesting to see if Meta bans me for speaking up…

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Case #1 - Around the time of the Black Friday sale, I had gotten an email and had also seen it mentioned in a couple of other places, that there was a $100 quest cash offer available for purchasing a Quest 3 or 3A. I couldn’t remember where I had seen the offer, so I made the mistake of reaching out to Meta support, and after an hour plus waiting while the agent “researched” the matter, that all I Had to do was simply placed the order, and that once the order was processed I would be sent an email with the code for the reward.

So I went ahead and placed the order. I waited for while until I got the order processed email, but when I noticed that I had gotten the email for the reward, I reached out to Matt I support. I was now told that the previous agent had misled me, and in the meantime I had found the offer both in an older email, and in notifications within my account.

Unfortunately Meta support was utterly unable to use the code generated by the link within the email or in any other manner to provide me the reward and I was told to return the unit when it got here and to order another one. So I went ahead and ordered another one using the email link, and I did in fact get the $100 request cash reward for that purchase. I successfully returned the first order and to Meta’s credit I was reimbursed the entire price including the import and shipping costs.

speaking about shipping costs, the Meta return policy rather clearly states that shipping costs are not refunded. On this purchase, shipping was not a separate item, but before forewarned that if you do make a return, you are likely going to be dinged for shipping both directions.

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Case #2 - as I was re-searching games to buy with my quest reward cash, I noticed a bunch of posts talking about different out of warranty complaints or concerns with different issues. The most serious of which appeared to be problems with damage to the charging port. In amongst these posts people talked about the advantage of having an extended warranty for this device. I rarely buy extended warranty as they tend to be scams, but in this case the combination of the advertised cost and the advantages of the Meta Warranty Plus program seemed appealing so I decided to buy it.

I honestly can’t believe how many times I told meta-support that I wanted to buy the warranty but that the webpage didn’t seem to be giving me the option to do so. I honestly am not sure how much of the problem is that there really are no support people there and that all you’re talking to is an AI, or if they can’t understand English, or if they just don’t care, but I got the same canned response several times, and was told to go to the same webpage to buy the warranty.

Finally I sent a screenshot of the webpage and got back this answer “finally I sent a screenshot of the webpage and got back this answer:

RE: Meta Quest - Orders, returns, delivery and payments - Game or app refunds Meta Store Support [support@store.metamail.com] You replied on 2025-01-01 9:23 AM. Sent: December 30, 2024 4:02 PM To: [redacted]

Hello [redacted], Thank you for reaching out to us! I’m happy to clarify the details regarding Meta Warranty Plus for you. Meta Warranty Plus is available to customers in all supported countries, including Canada. If you are in Canada, you are indeed eligible to activate and use this service. However, please note that Meta Warranty Plus must be activated within the first 60 days from the date of your purchase. This 60-day activation window is essential for the coverage to be valid. After this period, the warranty cannot be activated. If you are still within this timeframe and would like assistance with the activation process, please don’t hesitate to let us know. We’d be happy to guide you through the steps. We apologize for any confusion caused by the information on the page, and we appreciate your understanding. If you have any further questions or need additional assistance, feel free to reach out. We’re here to help! Best regards, Nagi Meta Store support thread::CAaJ7x0eIF2m2OcEgL4lQ2c:: Of course the link didn’t work any better than it had the past 10 times so I reached out to Meta support in their chat service and in yet another hour long chat was told: Meta Store Support Bot (2025-01-01, 8:36:23 AM): Protect your Meta Quest headset and in-box accessories with Meta Warranty Plus. Get coverage against accidental drops, spills, and more. Meta Store Support Bot (2025-01-01, 8:36:23 AM): You can add Meta Warranty Plus at the time of purchase or within the first 60 days of buying your device. This will give you additional coverage for up to two years. Meta Store Support Bot (2025-01-01, 8:36:24 AM): On our Meta Warranty Plus page, you can: • Purchase Meta Warranty Plus for your device • Submit a claim if you're already covered • Learn more about the program and its benefits Meta Store Support Bot (2025-01-01, 8:36:24 AM): URL: Visit Meta Warranty Plus page https://www.meta.com/quest/meta-warranty-plus/ Meta Store Support Bot (2025-01-01, 8:36:24 AM): If you still need help, you can ask a question by typing it in below or select Return to main menu.  … Faizaan (2025-01-01, 8:39:54 AM): Hi there Shawn, welcome to Meta Store Support! My name is Faizaan, and I'm happy to help you today. For your reference, this case number is 07767616. … Faizaan (2025-01-01, 8:45:45 AM): Before we proceed, I will need your help to authenticate your account. Please provide me with the following: - Full Name as it appears on the account - Email Address - Current Alias/Username Shawn (2025-01-01, 8:47:00 AM): Certainly can although as I have complained in the past, they need to do that given that I am communicating to you from within a certified login to your webpage seems rather ridiculous. [information sent] … Faizaan (2025-01-01, 8:56:01 AM): The warranty plus is only available in the U.S.A Shawn (2025-01-01, 8:56:32 AM): Seriously?!?!?! Faizaan (2025-01-01, 8:56:41 AM): Yes Faizaan (2025-01-01, 8:57:10 AM): I apologize for the inconvenience. Shawn (2025-01-01, 8:57:56 AM): then why the H haven’t the past ten Support people been abto tell me that. In fact read this: Faizaan (2025-01-01, 8:58:55 AM): Would you like to send a screenshot? … So that was basically all Faizaan could offer, just basic say “oh, the other agents all lied to you and wasted countless hours for something that Meta could simply put on their webpage.” Obviously someone needs to start a class action case or get the California Attorney General office involved because Meta seems to have no incentive to even make the slightest attempt to honor things it’s support agents tell you. So now my dilemma is, do I return my device and all game’s purchased recently or take the gamble and stick it out with an unsupported device? I guess the upside is that I can now at least make an informed decision. I know now that Meta support lies and can’t be relied upon. On the other hand so far I love the device so returning it, loosing my reward Quest cash and the referral bonuses I have gotten from others who I recommended the unit two and buy one at BestBuy etc…  Anyways, if you have actually read this entire post, thank you for bearing with me. At the least I hope to save at least one person some of the countless hours I have wasted over the past month. The other hoped for result is that I at least help someone else make an informed purchase. Cheers, VRCanuck