I purchased an RH Pro Controller in late November 2023. The original one had an issue which I attempted to fix myself but was unsuccessful. Consequently, I ordered, bought and paid for a new RH Pro Controller and received it in December; everything seemed fine. However, in January of this year, the trigger began to stick. This time, I filed a support ticket and, following some email correspondence, was sent a refurbished RH Pro Controller. Regrettably, about 45 days later, the right controller exhibited the exact same problem. Despite my disappointment, I remained optimistic that Meta support would assist me since I still had a good 7-8 months left on my warranty. I submitted a ticket and underwent the same process as before, but this time I was informed that my warranty did not cover this issue. I also noticed that their responses were taking longer than usual. Then they requested me to update the headset, which seemed irrelevant since the issue was mechanical. It appeared they were not fully reading my responses. After 21 email exchanges, I received an apology for the confusion and an acknowledgment of my frustration with not having a functioning controller. They agreed to apply the warranty to the RH Pro Controller and asked for my shipping details to send the labels I had been requesting all week. Elated, I provided the information needed to move forward. However, to my dismay, I received an email this morning stating that after reviewing the dates of delivery and purchase, my warranty was NOT covered. I am extremely upset at this point. The stress of this entire ordeal feels like it has taken years off my life, leaving me wondering where to turn next. I kind of get the stall tactics. and the rotation of people taking over after every new email. But at the end of all this, Big power house Meta is scamming on me? The consumer? Shame on you meta! We own 4 headsets in this house, many games, I even bought total strangers my favorite VR game this Christmas. Helped with questions about games and stuff on the Facebook community chat! Search Jerry Massie on there My posts are still there. Please Meta do the right thing here!
Support don't seem to be aware of Metas own warranty terms, which is pretty poor. Purchases are covered for a minimum of one year against faulty manufacturing, which is what your case sounds like. Replacements are covered until the expiry of the original warranty period or for 90 days, whichever is the longer.
See if you can fight through the bots to contact a real person and wave that link at them.
Hey there, @ThunderboIt! We were going through the community forums and noticed you were having further issues with your controller. We understand the importance of getting this resolved as quickly as possible so you can get back into the VR community to the fullest extent. So that no personal information is shared publicly, we do ask that you send us a PM so we can look into this further for you! 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 are looking forward to hearing back from you and working together on this towards a resolution!
We are hoping to hear back from you and working together towards a resolution!
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So that that no personal info is shared PM you? Nah, I started this thread I'll manage this thread. To answer your question. No. I have no replacement controller yet. VR gamers! As you can see, when emailing the "support staff" you really are emailing a bot. Not people. For a long time. I think they realize how bad some products are and they eat up as much warranty time as possible. My advice to people with issues. Is to escalate to here. Make posts to popular platforms that show this lame practice. Be sure you have reference numbers like order number, serial number. If they tell you something isn't covered show them, they're wrong. Research even if you're sure that it is. I will update when my ticket is finally resolved.
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