08-23-202412:38 AM - last edited on 08-23-202405:19 AM by KaminasWife
I am really frustrated, I bought Meta Quest 3 128 GB with Affirm which includes 2 years Meta Quest+ Subscription and Warranty on 08/08/2024. It's arrived on 08/15/2024. My problem is that my Meta Quest+ is missing. I have activated headset under my account, it is linked with my Meta Horizon account but still I am unable to locate my headset under devices (But I do see headset is paired in Mobile App). I have tried to reach out tech support at the same day and they escalated to higher team which I got an email from Alicia Jessica (I copied email below). After I nobody got back to me, I have reached to tech support 4 more time and today is last time that I have contacted with tech support who suggested me to buy subscription again WHICH I ALREADY PAID FOR AND STILL DIDN'T GET MY SUBSCRIPTION. I am really frustrated, nobody wants to help or reach out to me. I am about to return device and do a refund.
Hi Hovhannes,
Thank you for contacting Meta Store Support. My name is Alicia, and I'm here to help you with your Meta Quest+ bundle.
I understand that you haven't been able to redeem your Meta Quest+ since purchasing it with your Meta Quest 3 headset. I apologize for any inconvenience this has caused.
We'll investigate this issue thoroughly, working closely with our team to locate your bundle. Please be patient as we work through this process.
I'll keep you updated on our progress and will reach out if we need any additional information from you.
Hi @deathstrouck! Thank you for bringing this issue to our attention.
We understand how excited you must be to get started with your VR experience and appreciate your patience while we continue to work on your case.
We have looked into it, and can assure you that this issue is still being investigated by our specialized team. We will reach back to you with an update as soon as we have one.
On the other hand, we would also like to confirm if apart from this issue, everything else is working properly with your headset?
Please send us a private message in case we require some private information from you. Select our name to get to our profile page, or click here: https://metaque.st/CommunitySupport. Next, click "Send a Message" to privately message us! Please remember, you must be signed into the community first to send us a private message.
We will be awaiting your response and please don't hesitate to reach out if you have any other queries.
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
Still nothing, I got an email from Meta Tech support only. Hi Hovhannes,
I'm April, and I have taken over of your case. I am with you in resolving your redemption issues with the Meta Quest+ add-on for your Meta Quest 3 purchase.
First and foremost, I want to apologize for the delayed response. I know how inconvenient it can be to wait for a resolution, and I'm sorry that we didn't get back to you sooner.
Regarding your issue, I want to assure you that we're working hard to resolve this as soon as possible. We're currently experiencing an emerging issue with some Meta Quest+ add-on for some Meta Quest 3 affirm orders, but we're doing everything we can to get it sorted out.
Please know that we value your business and are committed to providing you with the best possible experience. We'll keep you updated on any developments regarding this issue, and we'll make sure to get your Meta Quest+ add-ons to you as soon as possible.
In the meantime, if you have any questions or concerns, please don't hesitate to contact us.
Thank you for this update, @deathstrouck. As we can see, our support team is aware of this issue and looking into this further. While a solution cannot be provided at this time, we will continue to keep you updated as we know it has been some time, and we want to make sure you're all set to explore VR completely.
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
Sorry for the bad experience you faced. We never wanted to make you feel like this.
Can you please reach out to our private message, so that we can take some sensitive information and look into your case.
Please select our name to get to our profile page, or click here: https://metaque.st/CommunitySupport. Next, click "Send a Message" to privately message us! Please remember, you must be signed into the community first to send us a private message.
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
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