Mysterious "Issues with Advanced Replacement" for Oculus Quest 3

[martinbogo]

Like MANY  other posts I've seen on the forum, I'm having issues with getting an Advance Replacement of my Quest 3.  Every time I respond/reply to a thread, I also seem to be getting a different person.

Summary: My Meta Quest 3 developed a battery fault.  I opted for Advance Replacement and put in a Replacement order which submitted successfully.  

The order was then cancelled by Meta leaving my replacement RMA in limbo.  I use my Quest 3 for a work-related project, so I cannot be without the unit for extended periods of time.  

Why is there "an issue with Advance Replacement" and why would there be a delay in fulfilment?  ( quoted below, "please be informed currently that we are having issue processing the Advance replacement and it may result in delay in receiving your device." )

I have already read quite a few people's discussions on here where a headset/kit was sent to Meta and then no further substantive communication occured -- with delays of weeks, even months.  

This is the most recent response, verbatim, from Meta Support:

Hi Martinbogo,

This is Salaahmah and I am part of the Specialized team here at Meta Store Support. I hope all is well and that you've had a great week.

Your case has been handed over to me for further review and it will be my pleasure to look into this further for you. I understand that you are experiencing issues with your Meta Quest 3 headset batteries that drains too quickly.

I understand that the previous agent has offer you to Advance replacement for the device and one has been created already, however, please be informed currently that we are having issue processing the Advance replacement and it may result in delay in receiving your device.

Hence, we would like to offer you a regular replacement which you would need to return the device first and upon warehouse review, the replacement will be sent to you. Please let us know if you would like us to proceed with regular replacement. 

I apologize for any inconveniences caused by this and I look forward to your response.

Warmest regards,

Salaahmah
Meta Store Support

[AngelNeedsCaffeine]

Same exact scenario happened to me. Got the email stating they would have to do a regular replacement. Fine. Then….ghosted. It’s been 10 days. I’ve sent numerous emails, got on the chat support and was given the pat answer “specials team is working on it, you should hear from them soon”.  I don’t know what to do at this point. 

[martinbogo]

I'm getting the feeling that there's something "nefarious" going on.  People are also reporting that they sent their headsets in ( and even full kits ) and have been ghosted.  

Considering Meta is worth BILLIONS... this situation is pure nonsense.

[martinbogo]

Now going on day three of being ghosted with no answers from Meta Quest Support... @AngelNeedsCaffeine is on day 12... 

I doubt Meta is out of refurbished Quest 3's, or parts... so what's going on here?

[Anfronie]

I'm in the same exact situation with the same exact email. This is ridiculous. 

[martinbogo]

Fourth day, no email or contact from Meta after being promised my issue would be "merged and escalated" 

[AngelNeedsCaffeine]

Think I’m day 9 or 10 - nothing. Really unacceptable. I want my Q3 back, I shouldn’t have to wait for a replacement on a faulty $700 device. 

[Anfronie]

I'm on day 17 since they have received my faulty Quest 3. I have proof they received it via Fedex and an email confirmation from Meta. I also have saved many correspondence with support. No one on the normal support chat can help, The Next Level support has ghosted me via email. And now the support on this forum told me to reach out via private chat but it will not let me send a message. I've never experienced such poor communication and a lack of ability to solve a problem with support before. It's really shocking. 

EDIT: My private message with support finally went through. Now more waiting......

[martinbogo]

Keeping track on this thread -- day 6 of no response from Meta -- 

When I attempted to open a chat about the case, there was no response outside of "I am escalating this" and then a disconnection.

There is something very very wrong going on in the VR/Horizon/Quest side of Meta.  

[Anfronie]

Not to scare you or anything but I am on day number 23 from RMA initiation. Day number 17 since I got the email that they received it in and asked to wait 5-7 business days. I am well past that now.

I was able to send a private message to support on this forum but they have yet to respond. Level one chat and next level emails seem to not get anything done. 

You are right. Something is indeed very very wrong.