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Requesting a replacement from a different country

Honored Guest

My left controller has been faulty, and all the troubleshooting steps didn't help. I went to request a replacement, for which my controller was eligible. But turns out, my headset is locked to France, a country that I don't live in, because it was a gift from someone French who bought it there. I live in the UK, so I wasn't able to add my address.

I spoke to a support agent, who was very little help. I ended up requesting the replacement for a relative's French address, already angry because it would probably take months for the relative to send me the controller. But when I received the replacement email, with instructions on how to send the faulty controller, it came with DHL shipping tags with a French address on it as the point of origin. When I asked the agent if I could ship my controller from the UK, they said no.

That agent was quite difficult to talk to, so I don't trust them and would like confirmation: can I send my controller from the UK? I'd even be willing to cover part of the shipping cost, it would be much simpler than to first send the controller to my relative, and then hope that they send it to Meta within the time limit.


Meta Quest Support
Meta Quest Support

Hey there @RedJeanne , I've personally gone through this process before, and I can assure you that you'll need to send it to your friend's address initially. They will need handle the shipping, receive the replacement, and finally send it back to you. If you attempt to handle the shipping yourself, there's a high chance it might get lost during transit and eventually be returned to the sender. I understand it may not be the most efficient task, but hey, at least you'll get your controller replaced!

The future of home entertainment!

Why the hell does Meta not make provisions for this 😭 I've had less problems with Sony, and I thought they were bad at handling international stuff

Meta Quest Support
Meta Quest Support

I really wish I understood all the logistical stuff, but I do know that Meta wasn't the only company I had trouble with. Lesson learned - no more buying internationally for me!

The future of home entertainment!
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