Response from support regarding my defective right controller

[BanishedOne]

I contacted Meta support last week regarding a defective right controller for my new headset. After informing them that I had already followed the online troubleshooting steps and requested a warranty service to save time, I only received the same troubleshooting instructions in response I had found online. Despite repeating the steps and informing them that the issue persisted, I began receiving automated emails threatening to close my ticket if I did not respond. My follow-up emails have been ignored, and the automated messages continue.

Frustrated by the lack of resolution and Meta’s failure to honor its warranty, I feel compelled to bring this issue to a public forum, hoping that public scrutiny will prompt the company to address my concern.

[MetaQuestSupport]

Hey there, @BanishedOne! We want to make sure that the issue you're reporting is fully addressed, so we'd love to take a closer look into this for you. In order to look into things, we ask that you send us a private message, so we can gather some sensitive information and determine what warranty options may be available to you. 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.

[MetaQuestSupport]

Thank you for reaching out to us through PM! We will address this through private message now, so please keep an eye on your messages for updates! 

[BanishedOne]

I contacted tech support and received only one response in three days. Now, they're ignoring my follow-up messages. This lack of communication is unacceptable. I won't let my warranty expire just because tech support refuses to address my issue.

[MetaQuestSupport]

Hi @BanishedOne! Thank you for bringing that to our attention! A member of our specialist team just reached out to you via the email provided. Please reach back out if you have any further questions or concerns! 

[BanishedOne · Accepted solution]

Hello MetaQuest Support,

I wanted to express my deep disappointment with the level of support I've received. It seems that my messages are not being properly read or addressed. For example, I mentioned that I didn’t receive a shipping code, and the response I got was "It is nice to hear you received the shipping label." followed by my ticket being closed. This kind of disregard for customer communication is frustrating.

Given this experience, I’ll be returning my device today and considering other VR options. I had higher expectations from Meta, and it's disheartening to feel like my concerns are being ignored. I hope this feedback prompts a review of your support processes to prevent similar experiences for other customers.