Urgent - Meta Quest 3 Tracking Failure & Unresponsive Support (Warranty Issue)

[amarabuco]

Hello Meta Support Team,

I am reaching out regarding a serious issue with my Meta Quest 3, which suddenly stopped functioning on March 1, 2025. Despite multiple attempts to receive assistance, I have not been provided with a proper resolution, and my warranty coverage (valid until September 21, 2025) is being disregarded.

https://www.youtube.com/shorts/EJX6D5JSRmM

Issue Details:

I was playing Beat Saber, performing spin movements while hitting boxes, when suddenly the screen started spinning uncontrollably. I stopped moving, but the screen kept spinning, making me dizzy. Shortly after, the game crashed, the screen went black, and an alert appeared:
"Tracking Lost."

Concerned about possible hardware failure, I immediately rebooted the device. However, the same "Tracking Lost" message reappeared. I attempted multiple reboots, but the issue persisted.

Troubleshooting Attempts:

1. Rebooted the device multiple times – No improvement.
2. Performed a factory reset – The Meta Horizon OS loading screen appears, followed by setup music, but the screen remains black.
3. Checked for possible interactions – Only the power and volume buttons respond; the controllers, hand tracking, Meta Hub, and Meta Mobile App do not work.
4. Reviewed similar cases – I found a nearly identical case in the Meta Community Forums (link), where the only solution was a hardware replacement.

Unresolved Support Cases:

• Case #08017631

  • Initially, I received generic troubleshooting steps I had already attempted.
  • After providing my mailing information, I was left without any response for over a week.
  • Then, without any resolution, I received an email stating:
    "Your request, case #08017631, has been solved."
  • However, my issue remains completely unresolved, and my device is still non-functional.

• Attempt to Open a Second Case:

  • Due to the lack of response and resolution, I attempted to open another support request.
  • However, I have not received any meaningful assistance.

Request for Urgent Action:

My Meta Quest 3 is still under warranty, and I have exhausted all possible troubleshooting steps. I need a proper resolution, either through repair or replacement.

I am extremely disappointed with the lack of response from support and the apparent disregard for my warranty rights. Please escalate this matter immediately to ensure that I receive the proper assistance.

Looking forward to a prompt resolution.

[ITALYDSC]

The same promblem. Nothing work.....

[Choleni]

Hi @amarabuco 🙂

send a PM @MetaQuestSupport ....... maybe this will move things forward a little.

Click on their name, then click the "send message" button.

I'll keep my fingers crossed🤞

[caesar.526684]

it's useless. the support service has stupid biorobots. they're of little use. they recommend checking the cable, rebooting the device, resetting the factory settings and updating the software on their website. all this is useless and doesn't help. they don't have enough knowledge for more

[Choleni]

I understand your frustration, and of course, it's entirely up to you whether you follow my suggestion.

It's just..... if you have warranty issues, you'll need to contact support.

And I think it can sometimes be helpful to send a private message to support here in the forum if you're stuck with the support team.😉

[caesar.526684]

I have already written here on the forum that it is useless to contact the support service. There are only biorobots there that work according to a certain algorithm and protocol. I talked to the support service for several days, provided them with all the evidence and also provided my actions according to their recommendations. I did a lot of what they recommended but still did not get the result. My headset is 10 months old, I wanted them to change it under warranty, but since my country, Ukraine, is not on their list, they do not change the device under warranty because my country is somehow wrong. And this is complete discrimination. We are already divided into left and right, correct and incorrect. I am an experienced electronics and IT specialist, I have more than 20 years of experience. I can repair and also flash various devices. But this is complete trash. It seems that the Meta company specially made such an update so that customers would buy new headsets. And this is a scam. This is the only conclusion I can draw.

[Choleni]

Because my country is somehow wrong

Your country is NOT wrong... but Meta only supports a few(23) countries worldwide. I'm from Germany, and my country wasn't supported for many years either.

Meta Quest supported countries | Meta Help Centre 

I really don't like this situation and hate saying that, but fact is:....... If you buy Meta products in an unsupported country, you do so at your own risk.