Meta backing away from replacement deal.

[syedabbasali]

Hey everyone, 

So here's the thing, I live in the UAE and a few months ago a friend of mine gifted me a quest 3, i loved the device and used it for a while until one day suddenly it got stuck on that meta logo rotating loop. I tried everything from resetting it to factory resetting it but nothing worked. I got in touch with meta and after checking the serial number and warranty they agreed that a replacement is needed and they'd do it for free, however they said since UAE isn't a supported country I would need to send back from a country which is supported by META. I told them I have a friend up in the US and i could have it shipped to him and whether they could process the replacement then. They agreed and told me once my friend receives the device they can proceed with the replacement. Now my friend received the device after i shipped it to him all the way from UAE, i got in touch with meta and to my surprise they said that they know that I had been told to send it to the US but upon checking the serial number the device actually needs to be sent to japan as the device is linked to japan or something like that, when i asked them why did they ask me to send it to the US they just apologized and gave me a 30$ credit but refused to proceed with the replacement. I'm looking at suing META as i have a email record of them confirming everything. Any suggestions on a solution that would require less legal trouble? I mean I'm pretty sure I can hold them liable as everything is documented on email, but I'd like a quick solution. 

 

[LaserDisk]

Hey there, @syedabbasali, I know for a fact that support can only do a replacement from the country the headset was purchased from. It looks the support agent assumed your friend would have sent you a device purchased from the US since they live their and made an honest mistake telling you to send it back to them in the US before checking the headset serial number. Try sending a private message to the support team here. Hopefully they can find some kind of way to assist you.

[syedabbasali]

No, I don't think that's the case, that's because when raising the issue with support, I had provided them each and every detail, which included the invoice from Amazon UAE, also I categorically told them this was purchased in the UAE, upon which they told me that it needs to be sent via a country that META supports, then they proceeded to send me a link which had a list of different countries supported by META, that's when the whole idea of sending it to my friend in the US came from, all this is on record on the chat transcript by the way, so they're not denying what they said, they're just apologizing to me that they've made me send it to the US.

[LaserDisk]

It might be a good idea to reach out to the support team on the forums and provide all these details. They might be able to offer some assistance. I know it's a bit of a stretch, but it's definitely worth a shot.