I am posting this for other people experiencing issues getting warranty work accomplished from Oculus. I have been fighting to get a 30 day old faulty Quest 2 headset replacement. All the chat support does is tell me they will escalate to a "specialized team". Then I get an email about weather delays that everybody on this planet knows is a lie. I have never seen weather delays last for weeks. I had to resort to starting legal arbitration process outlined https://www.oculus.com/legal/terms-of-service/ in section 6. Address to use is Meta Platforms, Inc., ATTN: Oculus Arbitration Filing, 1601 Willow Road, Menlo Park, CA 94025
I had to wait 3 weeks for my replacement since my original headset had lens defects in both lenses. The replacement they sent will not charge past 52 percent so now they want me to return this one. I have heard nothing but horror stories of how long it takes for replacements so I am hesitant to send it in, but my option is to keep this one that is only usable for 45 minutes. I use it for exercise so it's not just like I can't play the games for a bit. Unacceptable.
I hit 3 wks tomorrow. I will give it until end of next week to hear from their arbitration dept. I don't expect a reply. After that I am following this man's example. Looks like only a law suit gets their attention.
But with so many people having same issue I will ponder if a class action is needed. they have already lost 1 of those last year. And I found 2 more building steam. Not about money for me, but at this point it looks like fraud. A multi billion dollar company just ripping people off
That news story is exactly like so many I have read on the boards and BBB. I just got off Oculus chat asking for a guarantee that I would get a replacement within the 3-5 days as stated in my RMA and the guy said he couldn't do that as they are still experiencing delays due to increased return volume. I hate to ship it back tomorrow, but it's so annoying that it only lasts 45 minutes and honestly, it's the principle of the matter that they shouldn't have sent me an obviously defective unit. I may resort to arbitration as well. Thanks for posting the link.
I’m at 2 months of RMA issues. I’ve opened a case with the Better Business Bureau and next week I’m going to file a complaint with my States Consumer Protection Agency. I’ll be looking at that arbitration process as well.
I am preparing to go the same route of this dude did. https://abc7news.com/oculus-facebook-lawsuit-vr-meta/11456038/ . I will keep trying until end of business next Friday. After that I feel I have no choice left. I will post each step though for anybody that is interested. From what I am seeing this particular issue is gaining class action steam in TX.
After many more tries it all failed. I ended up buying a replacement myself, and filed a small claims law suit last week. Will keep this posting updated on the progress. I do know that steam is building in TX for a possible class action specifically around this issue. Not sure where that will go.
Wow, that's unbelievable. Just an update on what happened with me returning my replacement unit. I ended up returning it and got a new one...took 11 days from the time I sent mine in until I got the replacement. However, this second replacement has a dead pixel so they want me to return this one for another replacement but will not give me a new one. I am convinced they don't actually refurbish them and just keep sending the defective returns out as replacements as I've now received 2 defective replacements. Checking the boards, this is a normal occurrence. Ridiculous.
