Meta basically stole my money. They should be ashamed.

[Sunrize22]

Buckle up, this is a long one.

Last Christmas (Dec 2022) I purchased two Quest 2 headsets during a holiday bundle deal, where each head set came with Beat Saber and Resident Evil 4 included with purchase. Seemed like a good deal! I called support (yes, you used to be able to do that, but apparently no more) because I had lots of questions about the best way to set them both up so that we could minimize purchasing things more than once. I was brand new to VR and had no idea about any of it, or how to set them up. I have two children, and both of them were wanting to play on it, but I was concerned about letting either one of them be an admin at that point. (I NOW know that there are kids accounts, and I could have controlled it that way.) So Meta support said that if I put both Quests under one account, all future purchases (if the app allowed it) could be shared between both headsets, and the kids wouldn't have admin access. Eventually we did realize that with both headsets under one account, we couldn't play against each other in many games.

So to fix it, we decided to split the headsets up under two different admins. I factory reset one of the original headsets, and had my son log into it under his Meta account (that has parental controls set up to monitor what he is doing) so that he would be the admin. Seemed logical, that since I purchased each headset with an included copy of Beat Saber and Resident Evil 4, that they should still be there, or at least, I should be able to contact Meta and download them again. After all, I did pay for two copies. Well the answer is nope. They told me that since both were initially logged in under one account, that I'm only entitled to ONE copy of each game, and that there was noting they could do about it. Hold up now.... I paid for two copies so I should have two copies. That is how things work. Nowhere, at any time did anyone tell me that if I had both headsets on one account, that I would basically be forfeiting my rights to have two copies of each game, even though that is in fact what was included in the bundle, AND WHAT I PAID FOR.  Yes, that's correct, Meta took my money and now will not honor this and fix the situation so that I have exactly what I paid for, no more, no less.

I was a concerned parent, trying to make sure my kids would be safe, and as I said, I knew nothing about any of it, so it made sense to keep the admin access under my account on both headsets. It is unethical to me that Meta won't give me the two games that the headset CAME with simply because they were both logged in to one account initially. It's pretty easy to verify what I've told them. But customer service just kept telling me sorry about your luck. 

At this point, I asked to speak to a manager, or to have the ticket escalated, or whatever it is that they call it when a customer needs to talk to someone higher up on food chain. I was told that that isn't possible. That they have no way to transfer me to a specific person, and that there is no specific department that he could send me over to. He suggested that instead of chat, that I type allllll of this up again, and submit a new ticket through email (which says it could take up to 72 hours to get a response). But this will do nothing. The person that reads the emails will have the same title as the guy I was chatting with now. And would be in no better of a position to help me than the first guy.

I'm beyond frustrated. At one point the customer service guy actually said to me that, "Since the promotion has long since passed, there is noting I can do." Um, well duh, yeah it has passed, I know how a calendar works, but they were purchased during the event offer period, so what's the problem?? This is a ridiculous policy. I PAID for TWO copies of Beat Saber and TWO copies of Resident Evil 4, so it should not be a problem to honor that. But no, I'm stuck with having to repurchase two games that I have already paid for. How completely asinine.