I have two quest 3 headsets which both decided to die just before Christmas last year. The holidays were around and I didn't have time to deal with warranty request or trying to fix them so they went on a shelf and sat until I wanted to play some beat saber again. FF to week before last and I tried to revive my main quest. It wouldn't charge or even show charging and didn't want to power on. I tried a few cables, left it for a few hours and nothing. So I contact support, maybe I have a warranty.
Support looks up my SN and quickly responds no warranty but I can buy a return for $479 with a 3 month warranty, what a deal! (I think he mistyped $379 since that's what they cost in the meta store).
I was a little miffed but thought maybe I could fix it myself so I took the quest apart and tried swapping out some parts based on my internet sleuthing. USB port, battery, even the buttons thinking maybe they were somehow bad. Then I remember my partner has a quest which hasn't been used in some time, I'll check that. Nope, same issue. This time it's in warranty so I contact quest support again, and am told I can get a replacement and this is a known issue due to a bad software update. After speaking with them I start doing searching on the forums only to find the 'request a replacement' page and my original quest 3 would have been eligible after all. Now I'm fighting with support because they merged the two tickets and can't figure out which SN I'm working with so I've just given up on my 512gb quest and hoping they don't give me too much trouble for not having the box for my 128gb one. Really making the big screen look like a better option if these things can randomly brick themselves and quest support just throws up their hands.
We would like to clarify that our Meta engineering team conducted a thorough investigation into the issue you mentioned. Based on their findings, it has been conclusively determined that the Quest 3 is not affected by the software issue addressed in the update.
I'm done. I sent them every news article, forum post ect, and they're sticking to the quest 3 not being part of that issue. They're replacing the one under a year old, the other one I'm screwed on. Selling the replacement and all my controllers as soon as it comes in. I'm done spending money with meta. Thanks for trying to help.
@SirSeriously there was a comprehensive thread on the issue whilst it was happening. You have to be persistent with support to get is escalated and if all else fails, enlist the help of the new community manager -
I think I'm just going to give up and do a chargeback on my headset that is still under warranty because this whole process is so frustrating. They brick the devices, then make you bend over backwards to get a replacement, even for the one that is still under the 1 year warranty. I've had 3 quest 3 and 2 quest 2 but because they won't tell me where the one in question was purchased, I'm running all over trying to get receipts for this replacement. Now it's been almost 24 hours and they've just stopped responding. Doesn't help they combined my cases, adding to the confusion and you get someone new every time. This whole process will keep me from ever buying meta again.
We would like to clarify that our Meta engineering team conducted a thorough investigation into the issue you mentioned. Based on their findings, it has been conclusively determined that the Quest 3 is not affected by the software issue addressed in the update.
I'm done. I sent them every news article, forum post ect, and they're sticking to the quest 3 not being part of that issue. They're replacing the one under a year old, the other one I'm screwed on. Selling the replacement and all my controllers as soon as it comes in. I'm done spending money with meta. Thanks for trying to help.
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