‎08-08-202406:36 PM - last edited on ‎08-09-202410:04 AM by WootM4ge
Case #**REDACTED**
1/ I bought a Meta Quest Pro and everything was fine until it started having issues. Luckily, I was still within the warranty period, so I reached out to Meta Support on June 19, 2024, to get it fixed. Seemed simple, right? 🥲
2/ I’m currently outside the USA, so I had to send my Quest Pro back to the States for the warranty process. After confirming the warranty was still valid, I requested a return shipping label on July 19, 2024—again, well within the warranty period, which ended on July 21, 2024. Meta assured me the process was underway.
3/ But then things took a turn. A few days later, after the warranty expired, I got a message saying my warranty had expired and they couldn’t help me anymore. What? I literally started this whole thing before the warranty ended!
4/ I’ve documented everything—emails, chat logs, and dates—and consulted with legal experts in the U.S. about this. I’m not letting this go easily.
5/ I’ve given @MetaSupport one last chance to fix this. If they don’t respond within 7 days, I’m ready to escalate. This could mean legal action in the U.S., and yes, I’m ready to go there if needed.
6/ Also, I’m sharing this publicly because I want others to be aware of what they might face if something goes wrong with their Meta device. It shouldn’t be this hard to get a company to honor its warranty.
7/ @meta, this is your final chance to do the right thing. I’m hoping you’ll step up, but if not, the consequences will be on you—legal action, regulatory complaints, and sharing my story far and wide.
8/ Let’s see if Meta decides to make this right.
So far, Meta support has done absolutely nothing except, like I say, to announce in a courteous way that IT IS SIMPLY IMPOSSIBLE for them to lift a finger but I should take all the effort on myself.
Your support team clearly has NO ABILITY TO DO ANYTHING BUT MAKE EXCUSES.
Why on earth would I try to get assistance from you??? Beyond useless. You people are employed to block customers from communicating with the higher paid employees with any authority. You do a GREAT JOB at that.
But literally everyone I talk to says that if you have any problems, too **bleep**ing bad. The Meta Mantra. "too **bleep**ing bad. Is there anything else I can help you with?". Meta, at least fire this "support" team cause they just further piss off customers. Then maybe you can reduce the price of your **bleep**.
I want to make it clear that I will not be deleting this post under any circumstances. What I have shared here is important, and I stand by my words. This post will remain up for others to see and understand the situation fully. XD
I finally got an email and communication that my replacement will be shipped out in the next 3-5 business days. From start to finish my RMA took 31 days. I'll still have to see if this 3rd one has stuck pixels or not but at least SOMETHING happened.
Hey there @reeher! We know you've mentioned a bad experience when attempting to get this issue resolved and we'd like a chance to look further into this for you. However, due to the nature of this request and the information we will need to ask, we must continue this conversation in a private setting. 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. We're looking forward to your response and working with you soon!
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Not at all, it gets worse and worse. I bought Quest Pro from Amazon and now Meta support is accusing me of chargeback issue.
1. I purchased a Meta Quest Pro from Amazon USA.
2. The support team confirmed the warranty dates.
2. I contacted Meta Support within the warranty period and was assured they'd help with my warranty claim.
3. Since I am outside USA, I double-checked everything before sending my Quest Pro back to the USA as part of the warranty process.
5. However, after the warranty period expired, another rep claimed my warranty was no longer valid—despite my request for a return label being made well within the warranty period.
6. And now I am accused of an unusual chargeback issue, which was completely..
I'm extremely disappointed with how Meta has handled this situation, and I'm still waiting for a resolution. @meta, how do you expect customers to trust your support when this is how issues are handled?
We would love to look into this further together, but would need you to reach out to us through PM, so we can gather the sensitive information needed in order to investigate this. We sent the instructions on how to contact us privately in one of our last posts here. If you need us to send the steps again, please let us know. We're more than happy to help.
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
What is the argument Meta is using to deny your warranty claim?
Or is it just agents in another country saying "since it is [insert today's date] your warranty is expired. Is there anything else we can help you with otherwise HAVE A GREAT DAY"?
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