Hi there, I am experiencing a issue with the right quest 3 controller, it is paired and tracking, but no inputs work. Controller moves around when viewed through headset. but if you pull the trigger, grip , thumbstick, a, b, or meta button, they don't work, or move like there even getting a signal when viewed through headset. Left hand is fine. I reset the headset and I reset the controller, issue still happening. What would be the next step? Thank you very much, Marcelo
Hello Halid, I wanted to share some feedback with you. I recently had a chat with Meta support, specifically with a person named Joseph, which lasted about one and a half hours. Joseph was very courteous and went through several steps, asked questions, and attempted to re-calibrate the controller. Ultimately, he informed me that I would need to send the controller to Meta, and upon their receipt, they would send me a replacement.
As a technical IT person, I can't help but feel that Meta is already aware of the issue, and the lengthy chat session may not have been necessary, given the clear details I provided about the problem. Unfortunately, there seems to be no fix that can be applied on our end, and the controller needs to be replaced under warranty. One disappointment is that the replacement controller might be a refurbished one. Considering that I spent $600 on the product and the controller malfunctioned after only three weeks of use (very minimally), I strongly believe it should be replaced with a new controller. Additionally, the requirement for Meta to receive the broken one before sending a replacement, despite having all the proof of purchase, is somewhat amusing.
This whole experience with customer support leaves a less-than-ideal impression. My advice to you is to contact Meta support directly, as the issue may not be resolved through resets or configuration changes.
Strange enough I have the opposite problem the left controller of my quest 3 is paired and the buttons and joystick work but the tracking does not. I cannot see my controllers in virtual mode and in passthrough mode they have 3 pink-purple LEDs showing. Our problems may be linked therefore if you have any updates on the situation please share.
Hello Halid, I wanted to share some feedback with you. I recently had a chat with Meta support, specifically with a person named Joseph, which lasted about one and a half hours. Joseph was very courteous and went through several steps, asked questions, and attempted to re-calibrate the controller. Ultimately, he informed me that I would need to send the controller to Meta, and upon their receipt, they would send me a replacement.
As a technical IT person, I can't help but feel that Meta is already aware of the issue, and the lengthy chat session may not have been necessary, given the clear details I provided about the problem. Unfortunately, there seems to be no fix that can be applied on our end, and the controller needs to be replaced under warranty. One disappointment is that the replacement controller might be a refurbished one. Considering that I spent $600 on the product and the controller malfunctioned after only three weeks of use (very minimally), I strongly believe it should be replaced with a new controller. Additionally, the requirement for Meta to receive the broken one before sending a replacement, despite having all the proof of purchase, is somewhat amusing.
This whole experience with customer support leaves a less-than-ideal impression. My advice to you is to contact Meta support directly, as the issue may not be resolved through resets or configuration changes.
Thanks for the update. I have also sent an email to Meta support and in turn they asked for my shipping adres. My problem is that I am currently in another country from where I bought the headset and if they require me to return the controller it will be pretty hard for me to do. Due to this I was hoping for an easy fix but if what you are saying is the case then I'm in for a headache. The thing you said about the replacement controller being refurbished is just icing on the cake. This was my first vr headset and Meta product and having such a problem not one day after first use left a very negative impression on me. I hope they do not make me go through hoops just to replace a faulty controller.
Hey there @Halid42! We wanted to let you know your DM has landed safely in our inbox, and we look forward to your correspondence. Due to some restrictions that are applied by certain countries, we do have a supported countries list available here. If you are in one of these supported countries and/or have a friend in one of these countries who can help with a potential replacement process, then that would be certainly helpful! Please let us know how you would like us to go about this in the DM we sent you. We hope that the new year has found you happy and well!
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
Hey there! If you have any further questions or concerns, we will be more than happy to help! We wanted to drop in to check in, and make sure you got the assistance you needed. We also want to let you know we are still here if you need any further help and we will be more than happy to continue to find a resolution together!
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
02-03-202407:43 AM - last edited on 02-03-202408:02 AM by Lowkey.Just.a.Bot
I have not recived the replacement controller yet.. I sent the defective controller to Meta on 1/18/24, tracking from fedex shows got there 3 days after.. today is 02/3/24!!! I contact chat support twice already in the last few days.. I get no answer when I will get the replacemmet, the support person confirmed that they recived the defective controller... So frustrated !!! I was only able t use the VR for two weeks, and now I have been waithing for 3 weeks for the replacment controller??? is this Meta standard for customer service and support??? very frustrating!! here is my RMA number: (Redacted).. PLEASE HELP...
Hey there, @mlaraujo! We're so glad to see you've sent us a PM regarding this order issue, and we'll be very glad to continue with you there! Please get back to us when you get a chance.
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
What you need to help me with this?? the Replacement #1089404022212366 and now is showing cnaceled.. not sure what means?? I have not recived the replacment controller and I sent Meta the one defective.. now I do not have a controller.. what is the next step?? please
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.
