The Truth About Meta Quest Support: A Never-Ending Customer Service Nightmare

[MajorAlpha]

I want to clarify that this is not an intentional attack on Meta as a company. However, after my experience with their customer support, it’s impossible to ignore the serious issues in how they handle user concerns.

If you’ve ever wondered what happens when you encounter a problem with Meta Quest and seek support, let me tell you: it’s an endless cycle of frustration, filled with generic responses and zero real solutions.

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1. The Beginning: A Simple Issue with Referral Links

I initially reached out to support because my 15% referral discount link wasn’t working—it simply redirected me to the store page without applying the discount. I followed their instructions, provided all the necessary account details, and even submitted a video clearly demonstrating the issue.

That’s when the nightmare began.

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2. The Rise of the Copy-Paste Responses

Despite giving them all the evidence they requested, support completely ignored my actual issue and kept asking me to do the same things over and over again. It felt like I was talking to a poorly programmed chatbot rather than an actual support team.

:small_blue_diamond: Examples of their responses:

•“We recommend trying a different browser or network…”

•“Please contact our support team, and they will resolve this for you!”

•“Please do not open new tickets, as it may slow down resolution time.”

:small_blue_diamond: The problem?

• I had already tried all these solutions. They just pretended not to see it.

• I contacted support because the ticket system wasn’t helping, yet they told me to go back to it?

• No one actually provided a real solution!

Even worse, when I took this issue to the official Meta Quest forum, hoping for better assistance, guess what? The responses were exactly the same!

Their forum replies are nothing more than a public-facing copy-paste script, telling users to contact support—which just sends you back into the same endless loop.

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3. Meta Quest’s Customer Service Strategy: Ignore Until the User Gives Up

It has become painfully clear that Meta Quest’s support isn’t here to fix problems—they’re here to waste your time until you give up.

•They won’t escalate your issue to the technical team.

• They won’t properly investigate the problem.

•They will keep sending copy-paste messages until you get frustrated enough to walk away.

This is not “customer support.” This is deliberate negligence.

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4. Is This the Future of Meta?

If this is the level of customer service Meta Quest provides, the future of this company doesn’t look bright. Customers spend hundreds of dollars on VR equipment, and yet, when they need help, they are met with incompetence and indifference.

At this rate, Meta Quest is setting itself up for failure.

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Final Verdict: A Brand You Can’t Trust

If you’re considering buying a Meta Quest product, think twice. Because if anything goes wrong, you’ll be left dealing with one of the most ineffective and frustrating customer support teams in the industry.

Buy at your own risk.

[DarkVcious]

I've had a very similar experience very recently.

I tried to import my passwords through a csv into the browser app (since it's the only one that can be docked, and works kind of okay, but they have very few integrations to cloud services).

I just got a generic error that "there was an error" and I could find absolutely nowhere what format of csv that importer even expected.

So I jumped into a support chat (hard to find, already a red flag).

After a few minutes, I got an agent (at least it was fast, good point for them), I explained my issue and asked what the expected csv format was.

He asked me to provide a screenshot of the error message, which I did (thankfully I already knew how to do that, and how to export the screenshot from the headset).

He then asked me if I tried multiple times, which duh, yes, my first step wasn't "dig through the help website to find a human to bother".

He then got confused thinking I was trying to manually create one password somehow when you don't have an option to do it, so I reiterated that I was trying to use the "import passwords from csv" functionnality that was recently added in the browser settings, but that it was documented absolutely nowhere what the csv should have as headers, what the separators should be etc ... and that I just needed that information.

After a few more nonsense question like "What passwords are you trying to import", I reiterated again that I just needed to know what the csv format was that was expected by that import functionnality.

He then told me to "try again with my phone" whatever that means, and closed the chat with no option to re-open it on my end.

I also never received any of the usual "rate your interraction" email that you usually get whenever you contact a company, which tells me they don't care much to improve the customer experience.

If their goal is to not have people contacting support, I guess mission accomplished, I will probably never bother to contact them again ...

Correct answer in my case, in case anybody from Meta is reading this : 

"Sorry, I don't have the answer in my internal documentation. I'll escalate the issue so that the information is added, and I will reach back to you via email once I have the answer."