I pre-ordered the Quest 3 and got it day one. For some context, this is my third Quest, I also have two 2's, so I have a lot of experience with the product and their aupport. I have never had major problems that weren't quickly rectified by support until now (w/ the Q2 dead pixels once, controller drift, both replaced under warranty). Unfortunately the right controller grip button on the new Quest 3 stopped springing back within two months and I have been trying to get a replacement for almost a month.. The support through chat, what's app, and email has all been very pleasant but totally incompetent and unable to complete a simple warrantied replacement. I keep getting the runaround, misinformation, and conflicting stories from them and I am at my wits end. At first I was promised and advanced replacement, which was never sent, and now that I've returned my headset I've been waiting for weeks for just a regular replacement. The first rep, or one of them I dealt with screwed up my RMA and cancelled the first one because I asked him if I needed to return the whole unit like it said in the RMA or just the broken controller and he was not sure. It turned out that I did need to return everything, and a new RMA was made. Somehow having the two RMAs and the one canceled one must have created some kind of problem with their system where no one can get back to me with why they haven't sent my replacement which was supposed to arrive December 10th.
All I get is
"As we continue to work on a resolution, I would like to inform you that we will be coordinating your case with our internal team to look into this further in getting your device shipped and delivered to you."
This seems like it should be a simple fix but it just goes in this continual loop of nothing getting done. Has anyone else had a problem like this or know how I can get the situation fixed?
Hey there, @Tonebender! We want to thank you for your extraordinary patience during such a hectic time of the year! It sounds like you have been waiting quite awhile for that replacement, and we want to help you out with this as best we can. We know how much a damper this can put on your VR experience, and want to take care of you as soon as possible. To avoid any personal information from being shared on a public forum, we highly encourage you to send us a PM so that we can look into this further for you. 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.
We hope the new year has found you happy, healthy, and prosperous, and we look forward to receiving your PM!
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Hey there, @Tonebender! We want to thank you for your extraordinary patience during such a hectic time of the year! It sounds like you have been waiting quite awhile for that replacement, and we want to help you out with this as best we can. We know how much a damper this can put on your VR experience, and want to take care of you as soon as possible. To avoid any personal information from being shared on a public forum, we highly encourage you to send us a PM so that we can look into this further for you. 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.
We hope the new year has found you happy, healthy, and prosperous, and we look forward to receiving your PM!
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
Hey hey! Just wanted to check in on you to see how everything was going regarding your replacement. We want to ensure you get the assistance you need, and to let you know we are still here for you if you need us!
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It took over a month of hounding people through chat and emails but finally found somebody that was able to send me with the replacement. It took over a month and they offered me a $50 credit for my troubles which they also messed up and never showed up in my account. I had to do to the whole process again with support to get the credit and dealt with multiple people before they finally rectified the situation again. Very frustrating .
I am also experiencing the same issue where I went through the RMA process to return my headset. I have a Fedex confirmation it was delivered but now my Meta device page updated to show the replacement has been cancelled. This is after I went through multiple conversations with Meta telling me that my address is Honolulu, Honolulu is not a support country for Meta (although Hawaii is part of the USA - the 50th state in the 50 states). Now I am out of a headset and am very frustrated that my replacement status has all of a sudden been cancelled the moment the headset was returned and received by Meta.
Hi there, @808_gamer. Being able to keep track of something as important as an order is something we want for all of our users when they have to deal with shipping anything. We are always happy to try and provide an update or any insight into these issues whenever we can. With that being said, we can certainly look into this further for you, but due to the nature of the info we'll need to request from you, we ask that you please send us a PM so we can assist you further. To do so, 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. We look forward to hearing from you soon!
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Hey again, 808_gamer! We just wanted to check in with you and see if you still needed help with the order issues you were experiencing. If you still need assistance, please feel free to reach back out to us at any time! Have a great day!
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