... they can only replace the entire Quest 3 headset (which works beautifully).
I LOVE my Quest 3. I use it everyday for at least an hour and have had (next to) zero problems with it, with one exception...
One side of my Quest 3 facial interface will not lock in an extended position. This normally doesn't bother me since I don't wear glasses when I play. But when others with glasses use it (as we all like to evangelize the good news of VR to our friends by having others enjoy our Q3s amirite?), I can't get the right side of the Facial Interface to lock. Lots of clicking and the button gets stuck, but won't actually lock in position. Left side works great.
I chat with a Meta CSR who starts to set up a replacement for my Quest 3. The entire headset. He (very apologetically) tells me they cannot send me a replacement facial interface, and I'll be without my Quest 3 for at least 2 weeks. Am I crazy for feeling that's totally unacceptable?
Meta, please just send me a functional facial interface without making me send my entire Quest 3 back. I know you have a pile of returned Quest 3's sitting there with perfectly good parts.
UPDATE - After reading a post by Andy7K who went through this situation and was sent a replacement Interface, I decided to take another shot at speaking to a CSR, who then admitted there was a misunderstanding on their side, and they will infact send me a replacement facial interface.
Hi there again! We wanted to follow up with you and see if you had been able to perform the steps we provided to send us a private message. We hope to hear from you soon so we can get this resolved for you as soon as possible! Thanks again and have a wonderful day!
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Hey there @ErenBR. We wouldn't want our customers having anything less than a stellar VR experience. We'd like to look into your support interaction to check if everything's in order. Please send us a private message. To do so, please select our name to get to our profile page, or click here. 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 hope to hear back from you as soon as possible. Thank you and have a great day!
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Hey again, @ErenBR! We haven't seen a response from you about this and wanted to reach out and see if you were still needing some assistance. Just let us know when you are able, and don't hesitate to reach out with any issues in the future, we're happy to assist!
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Yes, I've asked you for help several times, about my Quest 3 that I bought sealed, however, the facial interface keeps coming loose like the people in this thread are having problems, and then you said that you don't give support to anyone lives in Brazil. However, I have a friend who is in the USA until the 20th, and I had spoken to you by email, and you had told me that you wanted the facial interface that has the problem back, if not, you would not replace it. Now what I don't understand is, why are there people who did the replacement without asking for the facial interface back, in my case, even though I sent videos and showed the problem, they are asking me for it back, since I'm in Brazil. I just wanted you to send me a replacement facial interface, even if it's for my friend who's coming on the 20th. I went from the Quest 2 to the Quest 3 and loved it, however, this problem with the facial interface becomes annoying, undocking itself when it is expanded to the maximum and using prescription glasses. And I was disappointed with the support, for sending a new facial interface to several people, and for me, even if my friend is there, you ask me to send my facial interface and only if I send it, do you replace it with a new.
Hey again, @ErenBR, thank you for your reply! We sincerely would like to look into this issue and your interaction with support, but we would need you to give us information you wouldn't want to post in a public space. Please send us a private message by selecting our name to get to our profile page, or click here. Next, click "Send a Message" and we'll receive that message shortly! Keep in mind, you must be signed into the community first to send us a private message. Looking forward to your reply!
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Hello again, @ErenBR! We understand you were previously working with our support specialists, however, In order for us to see that interaction, we would need to ask you for some account information. We will only ask you to provide account information in a private message setting since we wouldn't want you to post that information publicly, Send us a private message by clicking on our name to get to our profile page, or click this link. Next, click "Send a Message" and we'll be able to ask for the information we'll need in our reply. Please remember, you must be signed into the community first to send us a private message. Looking forward to hearing from you again!
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I had the same issue as many folks here described. I noticed that the sliding part of plastic on the broken side was slightly away (<1mm) away from the rest of the faceplate compared to the working side.
I managed to fix it, by moving the mechanism back and forth (most easily done from each far side of the sliding mechanism), and then squeezing the middle. Eventually some part of the mechanism clicked back into place and the item was fixed.
I would like to state however, how crazy it is that Meta don't sell or otherwise supply replacement parts for their very expensive headset!
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