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My experience with the Meta Customer Service.

Islander671670
Honored Guest

     This is going to be quite a bit. But to start with, I pre-ordered the Meta Quest 3, and received it early October. I was very excited, as I used my Meta Quest 2 quite often. I've admired Meta/Oculus for a while and enjoyed the content they had to offer. Now after experiencing many defects with my first Quest 3, I sent it back for replacement I believe 3 weeks after receiving. Then I received my replacement, only to find it overheating on day one of first use, and making a strange aggressive beeping noise. I immediately put it by my window to cool and contacted Meta Support. I was promised an advanced replacement, then after weeks of waiting for the replacement, I never received it. I contacted Meta again, only for them to tell me they don't do advanced replacements, and I even sent a screenshot of the conversation between me and the last representative stating that I will for sure receive the new device first. I was still denied it, so I wanted to go ahead and proceed with a refund. I understand there are policies, but the policy of 30 Days to refund only took place because the representatives kept extending my tickets and responding to me a whole MONTH after opening my ticket. Almost 2 months later after still trying to have my issue resolved, and they ended it with, we cannot give you a refund, but here's $30 Store Credit for the inconvenience. They want me to send the defective one back AGAIN. My thing is, I have not been able to play ANY of my games that I purchased, or use the Quest 3 AT ALL since I ordered, and I don't want to have to go through a whole another process of replacing if I receive another defective Quest 3. And $30 for the inconvenience for 4 MONTHS of being patient and calm is just unacceptable for a Billion Dollar Company. I still have the overheating device in hand, so honestly if it starts anything, catches fire, or overheats while charging, I guess that'll be the only way that Meta will take it seriously (maybe). It's sad that I might have to wait for it to come down to that, but I paid about $650 for a device that to this day I still have not used. Very disappointed with the customer service, the long waits for responses, and overall resolutions that the representatives provided, as they were not reasonable, and not very promising at all. A replacement would have been ok if there was some sort of compensation (not just $30 for 4 months) for the overextended wait times... But a simple refund was all I was asking for. I know I probably sound like I'm acting like a "Karen" but I can assure you that I remained patient for far too long, it was not until the last few emails when I expressed my disappointment and frustration

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