07-05-202407:50 AM - last edited on 07-31-202406:44 PM by LaserDisk
I don’t know where else to turn at this point. My Quest 3 headset stopped communicating with the cameras out of the blue one day (apparently a known issue). I started a warranty claim in March, and chose the advanced replacement option. I had heard people’s horror stories about warranty replacements with Meta, and was not comfortable sending my device away before receiving a replacement.
The replacement never came, and when I started to approach the end of my return window I was forced to send in my headset without the replacement in hand or be charged $300 for a product I wasn’t sent. I received verification that my headset was received and in Meta’s hands on May 7th. A few days later I received an email that my warranty claim had been canceled. Meta now had my headset and no open warranty. I contacted them and they explained that there was a system issue that caused an error with my advanced replacement, but to give them my address and a replacement would be shipped right away. Fine.
it is now July 5th. My warranty was filed on 3/19. I have spoken to support countless times, only to be escalated to a “specialty team” who email me once asking for more time to look into it, and then never follow up or respond to me. Customer support refuses to give me a phone number, supervisors seem to be non-existent, and the specialty support team is unresponsive.
Nobody will even give me the courtesy of a simple email update for status, or a response to my queries. On top of that, I’m now lead to believe that even though I purchased a brand new headset that worked for less than two months before suffering a hardware failure that was no fault of my own, I’m going to be sent back somebody else’s used dinged up refurb headset? I have never gotten such substandard, lack of care customer service from any other company.
can anybody give me any direction or advice here? I’m at the end of my rope and I don’t know what to do. @MetaQuestSupport please, something, anything.
Accidentally hit the "accept as solution" button instead of reply. They did respond (although after the "correct an error" issue you had, which just stopped happening eventually). I sent them a detailed timeline of my communications as well as my RMA number, but a week later they messaged me again asking for the info, so it seems they never got my message.
In any case, it had been resolved by that time. It took a report to the Better Business Bureau and a 5 page write-up/timeline with screenshots of emails and evidence, but within a week of that report I had a new headset and $75 of store credit. Also, as soon as it was properly elevated it took one day between being notified that I would receive my replacement and it arriving.
It seems unfortunately that the customer service people just don't properly elevate your requests until there is additional outside pressure. Hope your issue resolves soon!
Sadly, my experience of support is that as soon as a "specialist team" is mentioned, it means thay have given up on you as your request is too complex for first line support (possibly purely AI) to handle. I've seen no evidence that any other level of support exists, particularly any specialist teams. When my son got into a similar hole a couple of years ago, nothing happened until I took to Twitter and complained more publically. Magically, his issue was fixed almost immediately.
Hello there, @TheOldRepugnant! We certainly want to ensure that everyone is able to enjoy their headset, and so that we can look into this further, please contact us through a PM. We would be able to gather more details that we would not want to share in public, such as account details, which will let us investigate further into the headset that was sent back along with the advanced placement order that was made.
We look forward to hearing back! Please remember, you must be signed into the community first to send us a private message.
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
Thanks for getting back to us. With the error message, this can be due to features that are implemented by the system that would limit messages sent by newer community accounts. We would recommend checking back periodically, and once we have received the PM, we can investigate the headset return further. We appreciate your time, and have a great day!
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
Hey there, @Anfronie! We don't want you to feel like your concerns are not being addressed regarding your RMA, as they are very important to us! We'd love to look into what's going on and help you move toward a resolution. We do need to gather a bit of sensitive information that we would not want you to post publicly to examine your situation more closely. Please send us a PM. 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.
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
Well I tried to send a message to the team on here but it said I needed to correct an error before sending. There was nothing highlighted to correct. Then it said I have reached the total amount of private messages I can send. This continues to be ridiculous.
Can you send me a private message so I can actually respond with my RMA details? I guess I'll have to wait another 30 hours for a response on here and continue to be ghosted by online support. What fun!
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