Right quest 3 controller don't work, it is paired and tracking, but bottoms and joystick do not work

[mlaraujo]

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

[MetaQuestSupport]

Hey @mlaraujo, and thank you for your patience! We see that you're inquiring about your replacement device. We know how this can delay your time in the VR world, and we'd love to jump in and assist you with it. So that we can gather some personal information from you, we ask that you please PM us. 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. We look forward to hearing from you!

[mlaraujo]

I was chatting with Dom this morning and I lost connection….

Here is the last support ticket number I got today from chatting with Meta support: : 06707199, also Meta consolidating this case number 06682166 to your original case number 06697177. Not sure if Dom open another ticket…  

My full name:  Marcelo Luz de Araujo

I also had RMA reference number is: 1089404022212366, I sent the defective controller to Meta and Meta received as 1/24/24 (fedex Tracking) . Now the RMA shows canceled in Meta site: Replacement #1089404022212366

Replacement requested on Jan 18, 2024

Meta Quest 3 Touch Plus Right Controller

2G0YZH5F8F01VP

Your request has been canceled

I not understanding why this become such a hassle, I sent the defective controller, just need Meta to send me the replacement, I have spend hours on support/chat and still the replacement has not been shipped? 

What is happening? When I can expect the replacement controller to be shipped?

[MetaQuestSupport]

Thanks for reaching out again so quickly, @mlaraujo! We originally invited you to send the private message so that you wouldn't post some things publicly that you might want to remain private, and we took the liberty of editing your post to remove your email address. As for the delay you are experiencing, we totally get wanting to be back in your favorite VR worlds and promise you that our teams are working to resolve this. We looked into your case and it is being worked, rest assured. We know that sometimes when there are difficulties with orders and RMAs the original process will need to be cancelled in order to resolve whatever hiccup is causing the difficulty, and that may be what you are seeing here as we can definitely see the agent working on this continuing to make updates. Regardless, we took the liberty of leaving a note on the case about our conversation here and requested that the agent provide you with an update as soon as possible. Hang in there, @mlaraujo, while we know this has not completed in a timeframe that either of us would consider rapid, we also know that team is very diligent in getting these issues resolved as quickly as they can!