I am reaching out to the Meta Community for assistance with an ongoing and frustrating issue involving Meta Store Support. I have been trying to get a pair of defective Quest 3 controllers replaced under warranty, but my case has been repeatedly mishandled.
Despite providing the requested retail receipt eight times via email, support continues to ask me to resend it. I have even attempted alternative methods, such as sharing the receipt through Google Drive, but support has stated they are unable to access it for "security reasons." Most concerningly, it seems like each new response comes from a different representative who is unfamiliar with my case, leading to redundant and unhelpful troubleshooting suggestions instead of progressing toward a resolution.
I have requested escalation to a supervisor multiple times and have provided the receipt again in various formats in hopes of resolving this matter. Unfortunately, the lack of continuity and disregard for my previous communications has left my case unresolved.
I would greatly appreciate any guidance or assistance from the Meta Community or support team to finally resolve this issue.
You have been talking to a chatbot all along. Sometimes support will pop in with an offer to DM them via the account page here but given that the account has more than 65,000 posts to its name, I suspect it's another bot.
From the case number it looks like someone from support is now helping you with your controller replacement. Please feel free to reach out to us again if you hit a wall with support. Apologies that you had to go through so many rounds before getting a response.
@DwightMc25 Thank you for looking into the case number. I ended up having to start a new ticket with a live support agent, give them my existing case number, and repeatedly insist that they help me resolve the issue immediately. However I'm not out of the woods yet. I reported a discrepancy with the RMA numbers and their respective controller serial numbers, and they responded that they will correct the issue. The last time I heard from them was yesterday afternoon, so I hope I haven't hit another wall.
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