Repeat Warranty Defective Refurbished Units.

[bmansupreme8000]

Hello, 

This is completely unacceptable. I received my third defective Quest 3, which upon turning on, after receiving in the mail, it was immediately apparent that there is a major problem with the lenses and screen. There is bleeding in the peripheral regions, and a definitive line towards the top, above which the image looks super pixelated and low resolution. Do you even check these units before sending them out? Or am I the quality control point, where if there is a problem I will spend hours of my precious time dealing with agents who "do not seem to have any ability to help resolve issues" (eg: send me the "new" non-defective unit which I am entitled to, as that is what I had paid for). The lowest level of support is 1 for 2, bad to good for what they were able to do. The first agent was not good, but the next two were very helpful to the extent of their abilities. Unfortunately, once I asked my ticket to be elevated to a higher level of support, it seems the higher level agents, are indeed levels higher, but on the scale of lack of ability, or any sort of desire to actually help anybody. Currently I am dealing with "Aracel", who I must say is "not doing a good job". I am beyond frustrated and fed up with these pieces of reconstituted garbage that you call "refurbished units", which you keep sending me. It is a colossal waste of my time and energy for me to put forth the effort to keep having these defevtive units mailed back to me, over and over again. Is it because there were 1000's of defective units in the first place, and now you have a warehouse full of defective units to refurbish, and you need to get rid of them as soon as possible to free up more space in the refurbishment warehouse to make room for the defective units being sent back by the truckload on a daily basis? Did I get sent to a higher level of support, or is "Aracel" the lowest level, and it is just a game of ping-pong in which I am the ball, being sent back and forth (with a >1 week reply time), to agents that cannot be bothered to resolve the issues of your customers?

Please shed some light on what is going on here. This is beyond brutal.

[user_901925786032222]

I've been around here for quite a long time now (since 2019, I think) and I've seen no evidence that any higher level of support exists. The agents you've been in touch with are either AI bots, or low-paid, low-skill humans following support scripts. If you get to the end of the script without a resolution you'll be told that your call is being escalated to a "specialist team" which means you will be ignored until you finally give up or find another way to complain publically, like Twitter.

It's extremely poor.