Why are official updates BREAKING my meta quest?

[thegnarls423]

I've had my meta quest 3s about 3 months.  It came with software V72.  For over a month, I used it without issue.  I use it mainly to play Xbox games on cloud.  About a month ago, it FORCED the update to V74 (even though I have updates off because I've read the horror stories).  Then, the problems started.  Many times when picking up my controllers, only one will activate, and it stays this way until the headset is restarted.  I have repaired them several times and they have fresh batteries.

Then I started noticing random screen lockups where the entire picture will freeze in place and move with my head movements but I can still hear sound.  Only way to fix is restart headset.

Sometimes the menus now disappear and NOTHING brings them back, except a restart.  All I can see is passthrough.

As if these issues weren't bad enough, recently it FORCE updated to V76.   Now, my Xbox controllers (all 3 different ones I've tried) will temporary lose connection to the headset during gaming.  I've repaired all of them to the headset and still doing it.  Not only that, but now the wifi connection to not just MY WiFi, but the other 2 I've tried connecting to is extremely jittery.  So, you released an update that was broken, forced me to install it, then without fixing previous bugs, forced me to install another update that broke even more.

I have done a factory reset, and the problems still persist because you refuse to let us roll back to the software that actually works.  So the main reason I use the headset is now **bleep**, and playing even META games is a joke due to the random screen freezes, one remote disabling itself until restart, and network jitter (regardless of what network I'm on).

So how can these issues be rectified?  And if they can't, what can I do about getting refunded for hardware that becomes more useless with every broken software update that you FORCE on us?

[MetaQuestSupport]

Hi @thegnarls423, thank you for reaching out. 

We'd love to investigate this further for you. 

Would you mind sending us a private message so we can gather some additional information? To do this, please go to our profile page or click here. 

Hope to hear from you soon!

[thegnarls423]

Sure, but other than any private info, why are all these particular issues always taken to private message instead of this open forum so it can help other users?  Something you don't want people knowing or???

[thegnarls423]

I sent the info.  Still awaiting reply.  Thanks

[thegnarls423]

Annnd still waiting on reply.  If not, I'll just call my bank, dispute the charges for the product that your software is breaking, and make sure to scream from every public forum what you guys are doing to customers.

[thegnarls423]

As an update to any customers who see this, after several back and forth messages about this, the ONLY solution they offered was to be hard reset my device 2 to 3 times an hour when their broken firmware makes the headset unusable.   They offered a replacement, but my son has a quest 3 and with each update his gets buggier as well.  He will not let me return his but I am not accepting this as a product.   I demanded a refund and they basically told me too bad it's been past 90 days.  

I then told them that it is THEIR job to ensure these devices still function properly after they FORCE updates on you.   I informed them that if they do not refund me, I will dispute the charges with my bank and sell the device to a well known "devbuster" YouTube channel whose sole purpose is analyzing things like this device, and pointing out companies who are not being fair to customers.

I then got a reply that I would shortly get an email from the account team for setting up a possible refund.  This was 24 hours ago.   Still no word.  I'll give it another 24 before I call my bank, reverse the charges, then begin posting all PRIVATE CHAT messages (wonder why they want all these issues in DM instead of in the open forums.....hmmmm).

This is unacceptable.  Basically they're saying after 90 days they can purposely release software breaking your headset if they so choose, and they can offer no help and get away with it.   That's the message I'm getting from them.   I'll keep this updated.

[thegnarls423]

Second update 

META contacted me through email to just repeat that they will not issue a refund, but will issue a replacement that will update to the same broken software that is causing this issue.  

I will be calling my bank in the morning and disputing the charges.  Anyone who would like to know the YouTube channel that will be analyzing this and creating content to expose this, please DM me.

[thegnarls423]

Here's another update:  I have now joined the countless people filing complaints with the better business bureau.  I am also going to be contacting the other users who are beginning a class action suit 

 

Also, here is the email I was sent, where they admit they are aware that people are having their devices broken by software, but will only offer a refurbished replacement, which will have the exact same issues once they force their broken firmware update.