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Support is incapable to resolve an address issue(it seems)

DanieleMT
Protege

I scratched my Quest 3 and my prescription glasses by following META's directions in their printed instruction that stated you can use the unit with glasses. DO NOT USE QUEST with GLASSES YOU WILL SCRATCH THE LENS. Contacted support on Jan 5, 2024, and waited for a response that never came, I emailed several times to try to follow up. By chance, I found the chatting app, and finally on Feb 6 (a full month later) received the return label. the unit was received by META on Feb 13 then the issue with my address started. they tell me that my address is not right or not findable in they PV. I lived at this location for 33+ years and received packages from all over the world for FedEx, UPS, and truck service. You can find my address on Google Maps, but they cannot. on Feb 15 my return was canceled without explanation. Contacted META by chat again (at this point twice a day), but chat is just a message taker they cannot resolve anything, and as of today no unit no explanation, at this point, my unit has been stolen by META. So support is horrible and non-existent. Too bad because they have a good product.

10 REPLIES 10

MetaQuestSupport
Community Manager
Community Manager

Hello there, @DanieleMT.

This situation is definitely not what we want anyone to deal with. When it comes to shipping issues, it requires a proper investigation, which can take some time. We know what it's like to be without all of the context, so if you could please send us a message, we would love to review whatever is needed, and make sure that a proper investigation is underway. You can message us at any time from our Profile Page while logged in. We hope to hear from you soon!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

Your job title must be the lie whisperer, what is to investigate? I have sent you my unit you received:"

Your Meta Store product return (Serial Number) has been reviewed and accepted.

Your replacement is currently processing and a tracking number will be emailed to you once it ships. Please allow 5 to 7 business days for processing.

The next day you put it on hold:

Your order is on hold because there was an issue with the shipping information provided.

I provided my address again

*Redacted Photo*

*Redacted Address*

and you promptly cancel the order:

Hi Daniele,
your order has been canceled.
 
there, the investigation is done, now get a new PC for shipping or walk the unit to a post office and ship to my PO Box.

I know I know your policy is not to ship to PO boxes. But you probably should

If you believe this order was canceled by mistake, please contact Meta Store customer support immediately.
I did and so far I got nothing but empty promises and lies.
PS: The enlargement tool of this message box does not work is impossible to see more than 4 lines while writing a message

 

 

 

I have just realized that I am also denied the use of my six months of the free subscription Meta Quest+ which I intend to cancel 

Hi there, @DanieleMT! We received your PM, and we will be replying to you there and providing you with assistance regarding your cancelled replacement order. 

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

Again with vague answers, 

so to be specific:

1 why the order was canceled

2 what is to investigate?

3 IF you confirm my address why are still held in the unit?

4 What is the direct email of the "dream team"( the one that is supposedly working on my issue)

nothing response again

so to be specific:

1 why the order was canceled

2 what is to investigate?

3 IF you confirm my address why are still held in the unit?

4 What is the direct email of the "dream team"( the one that is supposedly working on my issue)

DanieleMT
Protege

Hell no, I gave them my current address (again), 2 more addresses, and my work address still  refusing to send my unit back, where the @#@$ you people ship from?

Hi again @DanieleMT! We understand how eager you may be to jump back into the wonderful world of VR with your Quest 3, and we will do everything we can to help you. In order for us to assist you we will need you to send us a PM, so that we can discuss your issue and gather any personal information if needed. 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. 

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

In god name what other information do you need? what is there to discuss? I get no responses from you "special Team", what is your issue now? Ship the darn unit out, or send a replacement voucher. You just make vague responses and promises but you do not deliver. WHAT DO YOU WANT NOW??????????

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