cancel
Showing results for 
Search instead for 
Did you mean: 

RMA (broken/return) experience

stsmith69
Protege

My original headset I bought from new broke at the end of August.  After a helpful chat with support they gave me an RMA on 29th Aug to be sent back to the Czech Republic (I live in the UK).

 

As is normal with my DHL experience they were "out for delivery" for a few days, but the turn around was fairly quick and I received my refurbed headset on the 9th Sept (again DHL were late being "out for delivery" for a couple of days).

 

Unfortunately, the refurbed headset hadn't been wiped properly and was still set up on somebody else's account.  Once I sorted that out I realised the visuals also did not look right.

 

I spent a few hours with support on the Sunday, sending multiple videos to prove my point (I borrowed my brother in laws to show the comparison, but it was very obvious).  Support were very helpful and raised an RMA, this time to a UK centre.   I was feeling more hopeful at this stage, that it would be a quicker turnaround and not a refurb this time.

 

It is now FORTY days since the UK centre received the faulty refurb I was sent.  I have been sending messages to support every few days and get the same response of "we are investigating".  I did have a "there looks like movement on your issue now", but this was nearly 3 weeks ago and they are now back to "investigating".

 

I just can't see what is taking so long.  They have admitted there was a fault with the dodgy refurb they sent out (never mind the fact it was still set up on somebody else's account, so obviously hadn't been through all the checks they say they do).  I could order one next day delivery from Amazon, but I can't get them to tell me what is taking so long, let alone send a new unit out.

 

I'm hopeful they've been waiting for the Pro to be launched today and will send me one of those instead to say sorry 😜😂

16 REPLIES 16

Nothing for me yet either. I was told I would be put on a priority list when I last complained but that was over a week ago and still nothing. More lies from customer service. I'm almost up to 4 weeks myself waiting for a replacement for a pair of controllers and if I dont ask they wont check in and still have no actual update despite the teams of investigators soaking up wages for several weeks. They should fire the 'investigators' and spend the money giving us new replacements instead of refurbishments that dont last.

Here is the address to file a complaint letter if anyone is getting nowhere like myself or being given faulty replacement I would suggest sending a letter in case u need to go to small claims. 

 

19.5 Process. Our goal is to resolve claims fairly and quickly. Accordingly, for any Dispute that you have against Meta, you agree to first contact Meta and attempt to resolve the claim informally by sending a written notice of your claim ("Notice") to Meta. The Notice to Meta must be sent by certified mail addressed to: Meta Platforms, Inc. FAO: MPT Arbitration Opt-out, 1601 Willow Road, Menlo Park, CA 94025, US. The Notice must (a) include your name, residence address and the email address and/or mobile telephone number associated with your Oculus account; (b) describe the nature and basis of the claim; and (c) set forth the specific relief sought. If you and Meta cannot reach an agreement to resolve the claim within 30 days after such Notice is received, then either party may, as appropriate in accordance with this Section 19, commence an arbitration proceeding or file a claim in court. You and Meta agree that any Dispute must be commenced or filed within one year after such claim arose; otherwise, the Dispute is permanently barred.

This has not filled me with optimism. I had a faulty headset when it arrived 20th november and quickly managed to send it to meta on 24th Nov. I chase and was told on 1st Dec that according to tracking info it was on its way. I asked for the tracking info and was ignored. Next thing I was being contacted by someone else when they tried to close the ticket and they raised na investigation on 9th Dec. Apparently they have been waiting for information from the warehouse since the and any time I ask for further information I am told I will know when they know and to be patient. How can it take so long for them to get information from their own warehouse? I really don’t understand and they still haven’t told me the tracking number so I can’t try to help from my end. It’s obviously lost somewhere so why don’t they just send me another one. This is such a faff and because they allows a faulty headset into circulation in the first place so why am I the one paying for it? If I don’t get an adequate response from my last email I will contact Amazon to see if they can help - only problem is that I can’t return everything to them as they headset is with meta 🤦🏻‍:female_sign:

SCP_Keter
Explorer

Sadly I RMA'd my Quest Pro in August of 2023 and it is now Feb 8th 2024 and I've been stonewalled in getting any information, reply back via email, or any activity to acknowledge I even exist. That is why I'm looking online to find a solution for these questionable business practices. 

Yep. RMA quest pro in Aug. 2023 and it's Feb. 2024. 

Has this actually worked for anyone?

Yes I got a brand new unit after some months and 100 pounds credit. I just made a pest of my self and questioned them everyday escalating to manager etc and eventually they gave in and gave me what I wanted and more. Go be a pain in the arse and don't let up or you'll get no where.

Still need help?

Did this answer your question? If it didn’t, use our search to find other topics or create your own and other members of the community will help out.

If you need an agent to help with your Meta device, please contact our store support team here.

Having trouble with a Facebook or Instagram account? The best place to go for help with those accounts is the Facebook Help Center or the Instagram Help Center. This community can't help with those accounts.

Check out some popular posts here:

Getting Help from the Meta Quest Community

Tips and Tricks: Charging your Meta Quest Headset

Tips and Tricks: Help with Pairing your Meta Quest

Trouble With Facebook/Instagram Accounts?