I am posting to this board the conversation I just had with Meta Support. They are unwilling to fix their own software issues. My warranty expired less than a month ago and I've NEVER had another company unwilling to acknowledge and correct an issue they caused, especially so close to the end of the warranty period. I paid $500 for a device that is now a brick less than 13 months later and they want me to pay an additional $340 to get a new one instead of taking responsibility. They don't have a manager to transfer to and no phone support according to the person I had chat with. They insisted I instead pay the $340 or look for new hardware on their site. Also they said I can have a 90 warranty on the new set, so if the set breaks within a year I get to pay them again. Meta currently has an F rating on BBB.org...they do not respond to complaints or issues. This is a company that does not care for their customer base.
If you are a bit handy with a screwdriver, it's possible to remove the front plate and clean the proximity sensor connections with some contact cleaner. Teardown videos on youytube.
Four Rift CV1s, Quest 2, Quest 3, Lenovo Explorer WMR, GearVR GOOGLE PREMIUM ACCOUNT
@DrueJ before you start taking it apart , you can confirm if the proximity sensor is bad by trying to stream what the headset sees to a mobile device, or disable the proximity sensor using the MQDH tool.
I’ll see about spending time doing that tomorrow. In reality this is a faulty product and an issue that was prevalent on the Quest 2 as well and they decided not to address it, rolling out an updated product without fixing the issues. They should be refunding my $500 at this point for knowingly selling faulty products. I’ve been running customer service/experience departments for over 20 years. There are telltale signs a company shows when they don’t appreciate their customers and know they have an issue. First is creating their own extended warranty that doesn’t fully cover the product or cost. Second, only having a chat support group and no number to reach or escalation points. These are signs that the company knows that they have products that are failing at a higher rate and they do not want to cover the cost to address it. My next steps are to make sure the attorney general in my state and in California are aware of the issues and address it. Obviously they don’t care about the better business bureau so I will take it to the next level
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