Support Via Chat, - Meta Quest Pro Controllers

[LinkRS]

I just spent almost 2 hours with a very unhelpful person in chat.  I just received a set of Meta Quest Pro controllers as a gift.  I am having the issue where the controllers are stuck at the initial update, and do not update.  I contacted a rep via chat, who proceeded to have me a do a hard reset, and then took info as if they were going to replace the controllers.  Then told me to just wait for an email, and to check occasionally.  No indication of how long or anything.  Plus I received no emails or anything to indicate that he actually did anything.  He then told me I should just stop using the product (not been able to use it) and just wait, let my warranty expire.  I then repeatedly asked for a phone number to file a complaint, but he refused.  Either this rep does not understand English, or is trying to trick me.  Either way, terrible service.  Does anyone know of a way to contact corporate Meta to make sure they know the type of service they are providing?  If I don't hear anything indicating the rep did anything by Monday, I'm afraid I may have to try and return these controllers.  

[MetaQuestSupport]

Hi there @lara.278520, we see your are having trouble with your VR headset. We understand how important this may be and would love to help you out. 

Can you let us know of the following:

• Which headset are you having issues with?
• Does it still turn on?
• Did the headset sustain any damages?

Once we get these information, we can assist you further. We hope to hear from you soon!

[lara.278520]

Hi my vr not working I need to replace it pls I just bought it from Smith toys ireland so how can I replace it

[MetaQuestSupport]

No problem @lara.278520, we can assist you with checking your warranty options, but first, can you let us know of the following?

• Which headset are you having issues with?
• Does it still turn on?
• Did the headset sustain any damages?

[lara.278520]

Dear friend,

I would like to answer your email questions with the following:

1. VR headset oculus quest 2 128gp 

Item 215105

Serial No: 1wmvr*********

2. Still turn on but does not appear anything on the screen.

3. The  headset dose not sustain any damages. I can send you images for it to be sure there is no any damage to the headset.

Kind regards 

Rana alfariji

[MetaQuestSupport]

Thank you for clarifying all of this for us @lara.278520. Seeing as the headset is having issues by giving you a black screen, we want you to submit to us a support ticket at Meta Store Support, as we have more tools and resources to look into this problem. This way you can also contact us more directly via a live chat, email, or a callback.

We really hope to hear from you soon and help get you a resolution you desire!