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No replacement, need help

Jash411
Explorer

I need help! I don't know what else to do at this point. Meta Support is supposed to send me a replacement controller.  It's been a month and nothing yet. I even paid for warranty plus. How can I escalate this issue? I've tried a complaint with the BBB and I just filed a complaint with the Texas Department of Licensing and Regulation due to the lack of service promised through the extended warranty.

1 ACCEPTED SOLUTION

Accepted Solutions

Hi there, @Jash411! We see you reached out in PMs regarding your support issue, and are glad to continue there with you! Please get back to us when you can, and we'll find the best route forward for that replacement controller. Talk soon! 

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

View solution in original post

15 REPLIES 15

Choleni
MVP
MVP

I'm sorry that you have trouble with your warranty, it shouldn't be like that.

I recommend sending a PM @MetaQuestSupport 

Click on their name to visit their profile page, then click on "send a message" button.

I hope this will be solved for you as soon as possible.🙂

I've been in contact with support for a month. They keep saying our internal team will contact you. They've been saying that the entire time. My question is, is there a way to escalate the issue? Every time I ask, they ignore it and give me the same response.

I've understood that you are already opened a support ticket but still didn't get your controller replaced.
Sadly.....I have no solution, but maybe a PM might push things a little forward.

Hey there, @Jash411, and thank you for reaching out to the community with this! We totally understand that waiting on a replacement like this is not a party anyone has fun at, so please be reassured that we'll work with you to get to a resolution. As @Choleni suggested, we will be able to look into this a bit deeper in a private message. Please select our name to get to our profile page, or click HERE. Next, click "Send a Message" and we will get that message shortly! Please remember, you must be signed into the community first to send us a private message. We'll be seeing you over there soon!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

Hi there, @Jash411! We see you reached out in PMs regarding your support issue, and are glad to continue there with you! Please get back to us when you can, and we'll find the best route forward for that replacement controller. Talk soon! 

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

Jash411
Explorer

My replacement was finally shipped today. Thank you!

I'm glad this could be solved.🙂

Hey there @Jash411 this is what we like to hear. We are excited for you to be able to get back into the VR world very soon! Please reach out in the future if you ever need additional support. Have a great one!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

Quinnkid
Honored Guest

I received an email about sending serial numbers and address and email addresses from a customer service representative. I have not heard back since October. I'm trying to get a replacement for the quest 2 and this is getting ridiculous.  I have replied to the email multiple times and I've heard nothing.  

Alysia Quinn
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