Meta has been refusing to send me a replacement Quest 3 for over two weeks now. They approved returning it. They accepted the return when it arrived. On Dec 28 they said my address was bad so it couldn't be shipped.
Their excuse is that the USPS zip code verification tool says my address is bad. This is a problem with the USPS tool, not my address. Every other address verification tool (from Fedex, etc) says my address is fine. So I gave them two alternate addresses that the USPS tool accepts. They still can't ship it.
I originally bought the Quest 3 through Amazon, so of course there was no issue with shipping at that time. My home is in California, so its not a "shipping to a foreign country" issue. Fedex, UPS, DHL, OnTrack, Amazon and even Home Depot deliver to my house with no problem. Using the exact same address I gave Meta.
When I ask them for a status update, they say "we are still reviewing and investigating this case". Apparently it takes weeks to figure out how to put an address on a box and ship it. And actually communicating with the customer is way too much hassle.
Every time I reply to the email chain asking for a status update, I get a response from a new person. So no one has actually been assigned to this, they just keep pushing it aside because its too much trouble.
Total incompetence. Probably a result of management that doesn't trust employees, so the employees aren't allowed to do anything that is "non-standard". No process in place for overriding a bad result from the address verification tool. They asked for an alternate address, but apparently can't (or won't) ship there either, they won't tell me why, but alternate addresses are probably not covered in their standard shipping process.
From what I can see in Meta forums, they use any excuse to not ship units. I guess once you have a customer's money, it's counter productive to actually ship them a product.
How long can Meta last doing business like this? Might be time to short Meta stock, this behavior will catch up to them eventually.
Hey there, @Duncan999777! We know how important making sure your replacement order successfully arrives at your doorstep is, so we'd love to look further into this issue for you! When you get a chance, could you please send us a PM? You can select our name to get to our profile page, or click here. From there, click "Send a Message" to privately message us! Keep in mind, you must be signed into the community first to send us a private message. We look forward to hearing from you!
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Meta finally shipped my replacement today, Jan 23.
They still refused to use my address, where the box would have been handed directly to me, or even if left on the porch, is 1/4 mile from the road down a long narrow winding driveway. I could leave a pile of gold bars on my porch and they wouldn't be in any danger of being stolen.
They instead chose to use my sister's address about 10 miles away, where it will be left on her porch about 50 feet from a busy sidewalk, stating that they felt this was a "safer" option. Lol.
Well, at least they finally shipped it, and it took them less than a month! Just barely. I'm still no happy with Meta support, but at least I may finally get my Quest 3 back.
Hey @Duncan999777, we got your PM! We will continue our conversation through there. Looking forward to speaking with you soon. Have a legendary rest of your day!
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