I bought a Quest 3 in November. After a number of crashes it was determined that I received a bad device and would get a replacement. I received an RMA number and shipping labels. I packed up the Quest 3 and sent it back. FedEx says it was delivered on 11/28 and signed by JHINDS. The RMA information said I'd get it back in 7-9 days.
After a couple of weeks without hearing or seeing anything about my RMA I opened a ticket, wondering where my Quest 3 was or why it was being held up. I received the standard auto reply email. Replies to that email were not usually answered, but occasionally I got the one saying the issue is being moved to the "internal" team or "specialized" team. The last response I received was that I would be contacted in 24-48 hours. That was a week ago. Replies to this specific email have gone unanswered.
So my question is, what can I do from here? I don't see a way to see the status on my ticket and I don't see a way to talk to a person. I feel my emails are mostly going a black hole where nobody sees them.
Hi there, @Peakester! Your concerns are very important to us; let's see what we can do to make things right!
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Hi there, @Peakester! Your concerns are very important to us; let's see what we can do to make things right!
We would like to look into this and help you get an update. Kindly, send us a private message. 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.
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
I have been in a position similar to @Peakester here is my RMA story so far.
Purchased Quest 3 14/3/2024 (UK) got home set it all up and noticed i had a problem with a faulty right controller.
Spoke to support via live chat and was told to send just the right controller back, gave me a DHL label and told to package the item and take it to a drop off point who gave me a tracking code and reciept for my parcel.
I checked my tracking around 5 days later and it said it had been delivered for which i have the details.
Anyway to cut a long story short we are now around 40 days in from you recieving the faulty controller and i have had no update apart from -
Controller is missing, problems booking controller in, problems booking replacement and the latest update is logistics problems.
I have a brand new Quest 3 (£620) that has been unusable for the whole time i have had it which is now around 6 weeks. Sitting collecting dust. No update from support apart from we dont know what has happened pretty much but dont worry because "we will be with you till the very end" whatever this means.
I have all of my proof of sending and delivery but no one seems to be able to help me.
So far and i hate to say this but it is one of the worst experiences i have had with a product.
Any actual update would be great as i am literally ready to quit VR for good.
We're sorry to hear this is happening to you, and we would love to give you an update! In this case, please send us a private message.
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So after sending a PM to support i was slightly hopeful that things may start moving but all that happened is i was then contacted again by "specialized team" with the same "we are investigating" please be patient message.
Today i went back to the store i purchased from with my Quest 3 but minus right controller that Meta has somewhere in the East Midlands Warehouse. I told all of this to the Currys assistant of the predicament i find myself in who has taken all of my details and said he will try to contact Meta on my behalf. He also wondered why it is taking so long to get a responce from the warehouse regarding a controller replacement. They have it as they have confirmed this but cant confirm anything else. He also said that i should have just returned it in store as they would have replaced the whole unit. He said if we can get the faulty controller back then we can still just replace it. So i would like to ask for either the replacement or the faulty "thumbstick" controller that belongs to me back asap please so that i can take it back to the retailer. I have by law 6 months to take the whole unit back to the store. If Meta keep messing about past 6 months i will lose my legal right to return my unit without a lot of hassle.
Thank you so much for reaching out to us through PM! To ensure that your personal information stays safe, we will investigate the matter with you. Please keep an eye on your messages for updates from us, as we will reach out shortly!
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
Same thing has happpened to me I bought a quest 3 it got delivered I tried to play it but it was broken I spoke to support they said I needed to send back and get a replacement ,
I printed the labels and sent back , meta confirmed receiving the quest the next day and updated my est delivery date to the next day , that was 3 weeks ago and it’s still “preparing to ship” I’m having back and forth emails with the enhanced support team but they keep telling me they need another 3-5 days , I keep asking where it is why it’s delayed and things like this but I get no real information back , it’s super frustrating , did you guys every get a real update or your delivery ?
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