Support not helping? Where can I get a supervisor?

[christianday]

The Meta Quest chat people keep saying to go to store.meta.com to request a call back but I see no option. I have spent over four hours on the chat with multiple conversations and reps with no help.

The issue, which is being discussed on Reddit by multiple people and so I resent constantly have to address this over and over again is:

1. If your software for your headset is below version 43 and your IOS Oculus app is up date to date, it cannot pair with the headset. 
2. Since I could not remember the security shape you have to draw after not using the oculus for two years, I had to factory reset which is why I cannot update the software through the headset. 
3. Since I cannot pair the IOS to an older version and cannot update through the headset, I have no way to update other than via sideload, which at least one Meta rep referred to as a third party app. 
4. Every rep I have spoken to has asked if I've factory reset the headset in spite of having told them, over, and over, and over again that I'd done so—five times now to be exact. It doesn't help because the headset can't get online and the latest IOS app cannot communicate with the earlier software versions, which Redditors already know.
5. And, after saying they might replace it in spite of the fact that it could be fixed with a simple sideload of Version 43, now they want a video. Does anyone know how to get an iPhone to record what's going on in the oculus headset?? It has prescription lenses in it so I suppose I can take those out! I suppose I can borrow my husband's iPhone to record my phone even though everything can be explained by one screen shot, which I've attached below.
6. I have tried the reddit solution of clicking the five digit code to update but that is not working, at least not with the left controller and my right controller is a replacement as cleaning people lost it and I need to pair that as well, which I cannot do until I re-pair the headset.
7. And the thing is, I know when I do the video, they'll just ask again if I factory reset the headset and start the whole conversation over. I don't want to outright accuse this of being the product of a language barrier but, well, yeah I do.
8. I was told to visit store.meta.com to get a call back not I do not see a place for this and would very much like to find a supervisor. 

[christianday]

And now they're saying, "our engineering team is aware blah blah blah." If this is the case, why do they need a video?

[Anonymous]

Have the exact same problem - so frustrating because you are completely locked out of the system. Why the controllers wont connect is a question for itself. Makes absolutely no sense for me. Bought this thing for 350+€ and have now to wait till the meta devs will decide to update the iphone app - sadlife 2022

[DominatorVIP]

Oculus is a mess at the moment. I got a Quest-1 via RMA and can't pair it because they screwed up bluetooth somehow in one of their newest updates, and all I got as a response when I made a ticket was "our team is aware of the issue and is working on fixing it". Sad.

Anywho, you can record video via putting the iPhone camera as close to one of the lenses as possible without actually touching the headset Lense. You should get a "good enough" video/photo that way. Also, I'd remove the prescription Lense just to be safe.

---

@christianday wrote:

"Does anyone know how to get an iPhone to record what's going on in the oculus headset?"

---

As for your Supervisor question: Firstly, you should for sure fill out the Survey form they send out after every finished ticket. You should express your frustrations within the survey, and if there's an option, allow them to contact you so a supervisor could potentially contact you in the future.

Secondly, (if you haven't already) open another ticket and explain the situation. Don't be aggressive or rude, remember that these are just people after all. Say that you wish to have your ticket escalated to a higher authority. If done right, you should eventually get through to some sort of superior.

Good luck lol