10-15-202304:30 PM - last edited on 10-24-202301:10 PM by AliceinVRworld
I reserved my Meta Quest three and got it Tuesday before lunch. So far I’m very happy with it except for one minor issue. On the right lens, there is one pixel that is out. You would think that would be a simple fix for a new product. Contact support, have them send a new one out, send this one back, done. But no, Meta has no concept of customer service. I have been contacting them every day since release and still cannot get an answer. I just keep getting more comments on how they are “working” on the problem. They will not answer the question of if or when I am going to get a replacement. And anytime I open a new chat they say that’s a new ticket and refer to the old ticket but no one ever emails me about the original ticket. I don’t know the status of this issue and it is the worst customer service I’ve ever experienced. Anyone else having a similar problem? Honestly, I’m not upset that a pixel is out, I know things happen, and it’s a brand new product, that’s just how the luck goes sometimes. I do, however, expect a company to stand behind its product and fix the issue. I paid a lot of money for this device and I would like it to be in 100% working condition. Metas lack of customer service is inexcusable. It’s gotten to the point where I’ve had to file a Better Business Bureau complaint because I am just not getting anywhere with meta-support. Anyone else having better luck that had a pixel out because I know I’m not the only one. Several reddits going on this same issue.
Hey there everyone! I edited the title because I had gotten the wrong thread up to edit. I was working on a thread regarding audio issues. My apologies on this it will not happen again. I was not trying to censor anyone's experience there is a lot of volume currently and I should have been more careful. @azfeenixfire regarding the experience you are having with support I highly recommend getting connected with support through a PM here to check out your ticket on what is going on.
I have the same problem as the OP and have had radio silence from support for weeks. Now my left controller has stopped working and they are refusing to provide an RMA to get it fixed... Pretty rubbish
Not sure, but there is a good chance, in my opinion, that you will not have your product replaced.
Because, you know, it's just ONE PIXEL.
There is a policy they follow, producers of IT stuff, that displays only get replaced when they have a problem of a "certain importance".
So in example, if there are maybe even 3 burned pixels, but they are in the "periphery", they won't give you a replacement. But if there is one pixel in the center of the screen... maybe.
Each company has its own policies, and the final decision comes from the support team agent or more probably from the supervisor, when it comes to send a replacement, so I can't tell you how it will end. And I don't know the policy they have for Oculus products. You should ask the support agent the next time.
Howdy there, @J7654! We see that you already have a PM open, so we'd like to continue there. Please contact us if you have any more questions or issues; we'll be happy to assist you.
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Still having the same issue. Over three months of empty promises of being investigated or followed up with. It’s actually pathetic. I recommend anyone who’s still having an issue to contact their attorney generals office and start filing complaints
Hey @Hero9012! Being able to add a proper payment method is definitely super important for being able to enjoy all of the content you want to enjoy! We'd love to help out if you'd reach out to us in a PM with your active case number 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'll see what we can do about notifying the agent handling your case to get you an update quicker!
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
Can confirm their support is still awful. I also had to submit a complaint through BBB because a simple exchange process, one that takes no time at all with any other company I’ve worked with, is dragged out as much as possible, ostensibly to get the customer to give up on the issue and just eat the cost instead of Meta support having to actually provide a service to the customer. I really hope another company comes along soon and just runs everything with that automaton Zuck’s fingers in it right out business, because this culture of “*bleep* the consumer” is clearly the kind of environment espoused in every product under the Meta logo.
I could not agree more, I scratched my Quest 3 and my prescription glasses by following META's directions in their printed instruction that stated you can use the unit with glasses. Contacted support on Jan 5, 2024, and waited for a response that never came, I emailed several times to try to follow up. By chance, I found the chatting app, and finally on Feb 6 (a full month later) received the return label. the unit was received by META on Feb 13 then the issue with my address started. they tell me that my address is not right. I lived at this location for 33+ years and received packages from all over the world for FedEx, UPS, and truck service. You can find my address on Google Maps, but they cannot. on Feb 15 my return was canceled without explanation. Contacted META by chat again (at this point twice a day), but chat is just a message taker they cannot resolve anything, and as of today no unit no explanation, at this point, my unit has been stolen by META. So you are right support is horrible and non-existent. To bad because they have a good product.
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