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Quest 2 completely unresponsive

its_ratface
Protege

‎12-23-2024 05:53 PM - edited ‎12-26-2024 11:04 AM

Edit: Grammar and formatting

Edit: yikes there are a ton of us

My device sat in my closet for about 12* months.

Two days ago I plugged it in and it successfully charged to 100% battery.

I powered on the device and successfully reached the home scene.

I attempted to load a game and the system prompted me to perform a system update (makes sense).

  • Initiated the system update and the device power cycled.
  • Upon rebooting, it displayed the green SD download/update icon.
  • Device finished DLing and applying the update and rebooted.
  • I waited for 3 hours.
  • The reboot never successfully completed.
  • The device is now totally unresponsive. The LED does not respond to any USB cables.
  • I have already tried factory resetting by holding down the power and volume down (-) button for 30 seconds. I have attempted several dozen times.

The firmware is corrupt. I can't even access side loading mode to reflash it.

This was clearly caused by the official update. Meta Support confirmed they will do nothing to help me outside of selling me a refurbished unit, as my warranty is expired (despite the fact I have fewer than 20 hours of actual usage and the device is physically in mint condition).

Edit: I have a second unit. I am going to film the update process... and send it to a lawyer.

 

If you find yourself affected by this issue, please consider sending the following template to the Agencies listed below:

Dear [Entity Name],

I am writing to bring your attention to a serious consumer protection issue affecting thousands of Meta Quest 2 virtual reality headset owners. A recent official software update from Meta has rendered numerous devices completely inoperable ("bricked"), with no possibility of recovery through standard troubleshooting methods including factory reset attempts.

The affected devices:

  • Do not respond to any button inputs
  • Cannot be connected via USB
  • Display no signs of power or functionality
  • Cannot be restored through any user-accessible means

Meta's official response has been to only replace units still under warranty, leaving many consumers with expensive paperweights due to a manufacturer-pushed software update. This appears to be a clear case of manufacturer negligence resulting in widespread device failure.

Evidence of the widespread nature of this issue can be found in multiple threads on Meta's official forums:

Key concerns:

  1. Meta pushed an update that permanently disabled functional hardware
  2. The company is refusing to take responsibility for out-of-warranty devices
  3. Consumers are being told their only recourse is to purchase new units
  4. This represents a significant financial loss for affected users
  5. The environmental impact of forcing premature hardware disposal is considerable

This situation may violate consumer protection laws regarding:

  • Planned obsolescence
  • Right to repair
  • Consumer goods fitness for purpose

I respectfully request your organization investigate this matter. I can be reached at [Your Contact Information] for any additional information needed.

Affected Device Details:

  • Model: Meta Quest 2
  • Purchase Date: [Date]
  • Serial Number: [Number]
  • Date of Failure: [Date]

Documentation of my attempts to resolve this issue with Meta and relevant correspondence can be provided upon request.

Sincerely, [Your Name]

 


And here's a list of Consumer Protection & Media Contacts:

Consumer Protection Agencies

United States

Federal Trade Commission (FTC)

  • Report at: ftc.gov/complaint
  • Phone: 1-877-FTC-HELP (382-4357)

Consumer Financial Protection Bureau (CFPB)

  • Submit complaint: consumerfinance.gov/complaint
  • Phone: 1-855-411-2372

State Attorney General Offices

  • Directory: naag.org/find-my-ag

European Union

European Consumer Centre (ECC)

  • ec.europa.eu/info/live-work-travel-eu/consumer-rights-and-complaints

UK

Citizens Advice Consumer Service

  • citizensadvice.org.uk/consumer
  • Phone: 0808 223 1133

Tech Media Outlets

Primary Tech News

Tech Consumer Advocacy

Class Action Law Firms

  • ClassAction.org: classaction.org/contact
  • TopClassActions.com: topclassactions.com/submit-a-tip

Hardware/VR Specific Media

 

4 REPLIES 4

oculusness
Consultant

‎12-24-2024 01:54 AM

@its_ratface  you might want to look at this thread - 

Re: Unacceptable Response to Software Update Break... - Meta Community Forums - 1273736

Four Rift CV1s, Quest 2, Quest 3, Lenovo Explorer WMR, GearVR
GOOGLE PREMIUM ACCOUNT

its_ratface
Protege

‎12-25-2024 03:02 AM - edited ‎12-25-2024 03:03 AM

@metaquestsupport wya

 

Edit: of course you're untaggable

 

0 Kudos

Bennymc2912
Explorer
In response to oculusness

‎12-26-2024 02:20 PM

they took that post down today. After almost 200 people replied with the same issue

0 Kudos

DancingSiamese563
Explorer

‎12-26-2024 03:14 PM

I see that and some other posts are no longer accessable. I was hoping to find some updates there.

0 Kudos
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