Meta support is horrible, they should be ashamed

[azfeenixfire]

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. 

[MetaQuestSupport]

@DanieleMT Thank you for your responses, we know how important this is to you. We were provided with more than 1 email address. We're now able to figure out which email you'd prefer. The last email went to the first email address you provided us with. We will be providing a note to the agent working on the case to update the information. By this being an escalated case, it will take some time to get this worked out with our specialists. We appreciate your patience and understanding in this matter.

[DanieleMT]

Ok, I found the email that was sent to my work account(now retired) I responded by personal email but so far no response so I do not know if they got it or not, very inefficient system a phone would have fixed this in no time.

[MetaQuestSupport]

We're glad you did receive the email! You're so kind, we're sure you will receive a follow up soon.  We hope your today is better than your yesterday! If you need further assistance, we're here to help! 

[DanieleMT]

No, I am not kind, I need you to contact Sergio or Ronaldo or Clolvis or whatever he/they are calling themself today. So that I know they received the email I sent.

once you send them an email they never replay, not sure they can be found, those are for sure not the true names here is the thread they like so much

thread::7AuJ9bUgIS2er99TzaoTcWc:: 

well it is the latest in the series

[FrantzPlayTime]

6 months and nothing but a stack of nice emails for a controller I sent and they received.  The problem is real.  Worst support ever. Emails r clearly lies. If they were working on it I’d be refunded 6 months ago.  Specialist team = more emails, no solutions.

the problem is real .

[KWRGR]

Telling you. The only way these people listen is with money. Apple is going to run Meta out of business anyway with the Vision Pro. Just sue them into next millennia so Zuck can’t pump out more garbage for people he doesn’t understand and with products that he won’t support because **he doesn’t care about people**

[DanieleMT]

I feel your pain, I finally got my back, after almost 2 months (one for get irt set up and one to get it back) yes they are nice emails but they do not say anything. either they are a robot response or they disregard the content of the email you sent, I must have exchanged emails with at least 15 people or a robot or the same person changing name. On top of it, I think(based on the response times ) support is based in India, Pakistan or China.

If this unit breaks again will throw it out and get something else. META support is the worst I ever deal with and I do not wish to ever deal with them again.

[Nortorp]

I got hung up on too. It’s ridiculous. All I was trying to get is some support on my quest three headset since it has a broken part. I was not being mean or anything.  terrible customer support.

[Nortorp]

there’s no repercussions for them because they’ll just hang up on you Cleve.  Absolutely ridiculous customer support.

[K4L1987]

I'm currently having the same issue.  I started the warranty process over 8 months ago. Finally got in touch with someone that ran me through the advanced replacement program which is malfunctioning currently.  Basically I was stuck in a revolving door of sorry my friend and no help until they just quit responding all together. I contacted the better business bureau and immediately got an email from meta explaining their advanced replacement system is malfunctioning. They gave a 50 dollar meta credit and relayed info on how to send headset back.  I paid more than 50 for boxes and tape at fedex and sent back to meta.  Now I'm a week and a half into the same situation, nothing being done. Only difference is I have a support agent emailing me that everything is okay. 

Meta should be ashamed of their customer support.  Now I'm sitting here twiddling my thumbs with no one to contact and a 500 dollar headset in limbo. It's absolutely ridiculous for a company that generates this much revenue to not be able to warranty an item that has a true warranty malfunction in a timely matter. There has been no escalation of the situation and I'm still sitting here in worse shape, minimal contact and my headset floating out in the metaverse with no estimation on when I will receive it back.