Multiple customer service representatives have sent me on a 5 week long wild goose chase since requesting a replacement device for an oculus quest 2 that has the black screen of death after being carefully used for only 4 months. All customer service representatives have stopped responding and neglect to contact me or start the replacement process in their specified time frame.
Initially contacted Meta Store Support on July 14, 2024. I performed all trouble shooting advice for an issue with controllers not connecting to headset and the headset screen being frozen in one spot. After factory reset the device is stuck on the black screen of death.
7/17/24 Primary interaction 07172150
7/17/2024 Case number 07172236
7/17/24 Support case #07183913
7/30/24 Ticket# 07183883
Not sure I should provide the serial number here?
For 5 weeks I have been requesting a shipping label for getting a replacement device as promptly as possible. 5 weeks ago I followed all the trouble shooting advice up to and including factory reset. Ever since the factory reset weeks ago the device displays nothing but the black screen of death. The only support I received is repeated assurance that I will be provided more information or an update within the next 3 - 5 days. It's been 5 weeks of stalling, neglect, and inappropriate responses. This is abuse, and it is unacceptable. Please start the process of getting me a replacement device. This should have been done over a month ago.
Hey @MetaFarnsworth! We appreciate you reaching out. We understand you have had some trouble getting a response about your shipping label. We know that this situation hasn't been ideal but we hope to get you some help. We see you have sent a PM and we will be continuing the conversation there.
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