different serial number

[masterchief59123]

I've tried to return a faulty meta quest 3 to smyths only bought on the 22nd Dec 2023 but they are saying the serial numbers don't match and on checking they don't is there anyway of proving the headset matchs the box as they won't accept it any help would be appreciated

[Choleni · Accepted solution]

Hi @masterchief59123 🙂

The serial number on the box and the serial number on the headset are NEVER the same.

The serial number of the box, is for the whole kit - headset, left controller, right controller.

But each of this parts have also its own serial number.

If you need some kind of confirmation for your retailer, you should contact Meta support HERE

Scroll down to "still need help? Contact support"

Or send a PM @MetaQuestSupport 

click on the name to visit their profile page, then click on the "send a message" button.

I hope this can be solved fast and you are able to return the Quest 3.......and get a new one😁

[masterchief59123]

Thank you so much for your help ive messaged hope they can help

[MetaQuestSupport]

Hi there, @masterchief59123! We're so glad to see you've sent us a PM regarding this issue with returning your device and we're eager to explore your options there! When you get a chance, please get back to our message and we can move forward from that point! We're eager to hear back from you! 

[rkspeck33]

I don't understand the point of having a Serial number for the Box (on the White slip part no less) that 50-80% of users will throw away or their kids will throw away. This may be the dumbest thing I've seen in 2023/2024. Xbox doesnt do this, Play Station doesnt do this, Apple Phones dont do this...... 

[TreyHam27]

Yo. Go to meta.com and click on meta warranty plus (Three Lines). Then click add to cart, enter the serial number on your headset. Then, check your cart and it will show the serial number that was on the box. Hope this helps:)