Hi, I learned that Meta sent an email to everyone who purchased an Elite Strap with Battery before december, in order to replace them. I ordered mine last october, so I should have recieve an email but I don't. Are non american available for replacement (I'm from France) ? Can anyone link the form to check if we're elegible ?
Hey there, @korgen63! We always want our users to be up-to-date with any changes when it comes to their VR devices. We would be more than happy to help you with your question about possibly getting your Elite Strap replaced. So we can look into this further, could you please send us a private message? You can do so by selecting our name to get to our profile page, or by clicking here. Next, click "Send a Message" to privately message us! Please remember that you must be signed in to the community first to send us a private message.
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Hey there, @korgen63! We just wanted to check in and see if you still needed help with your elite strap. If you do, please send us a private message, and we would be more than happy to continue assisting you!
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
- One side, Meta said "even if your Elite strap with battery is funtioning without any issues, we would still like to offer you a new and updated Elite strap with battery replacement to help you have the best ongoing experience".
- On the other side, the support agent told me "after internal verification, we note that your Elite Strap is not part of the lot affected by the battery problem".
Every lot produced before your company acknowledged the problem in november is likely to become defective. Mine was purchased in october, so it's supposed to be concerned.
That means someone is lying...
The first answer the support agent gave me was
"When it was launched, some straps were defective, which is why many replacements were undertaken. For your part, you could be eligible for this but for this you need a justification supporting this (poor connection between the strap and the helmet, the strap that does not recharge or discharges very quickly).
If you have a problem then we can replace the strap for you, otherwise I am sorry to tell you that we cannot replace an item that works."
This first answer contradicts the decision to replace all the straps. After that, the support agent told me he thought I was talking about Quest 2 strap. Thats a really poor excuse because I clearly mentionned it was a Quest 3 strap AND he talked about the charge issues the straps had.
It really looks like he was looking for any way he could to refuse an exchange to which I would actually be entitled.
If you could shed some light on this matter, I would be grateful.
We appreciate you letting us know that you've contacted support. We want to be sure that we provide you with the most accurate information when it comes to your devices. So that we can look into this further, could you please send us a private message? We may need to ask for information that we can't ask for on the public forums to help us investigate this further.
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
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