This evening my Quest 2 is only showing a black screen, was played for an hour put on charge and now we can hear the music and see volume graphic but nothing else but black. i went into my account and to get some help and my device was showing in warranty, i proceeded to trouble shoot. i proceed to press not resolved and i got a new button that appeared stating that i was in warranty and click to replace. Upon clicking i got 2 options email or whatsapp so i decided on whats app. after speaking to someone called Mary we went through the trouble shooting again and last thing to do was a factory reset. I reset the device and it appeared to be resetting i got messages but soon as i started it again i just got the same black screen and music. after speaking with Mary i was told id need to replace it and i was asked for my details, after a long time and Mary suddenly became Jade i was told I'm not in warranty and id have to pay to replace my headset. i thought that's not what is on my account so went to take a look only to find that factory reset removes the device and any information it had, i readded my device for it only now to say the warranty expired.
all i want is my headset working and if my warranty was out of date i wouldn't have even tried the support i would probably still be looking online for a solution. this is an underhanded way of dealing with customers as i have no proof because i deleted it myself in the hope it would fix a software bug. i feel this is absolutely disgusting behaviour and after thinking this was something silly that would easily be resolved I'm now furious and upset at having to deal with what amounts to fraud.
Hello @Vapourtrails we should advise that warranty is not tied to an account or anything within an account but to the serial number of your headset and the physical accessories. A factory reset does not physically impact any hardware which the warranty would be tied to meaning a factory reset cannot void your warranty.
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i didnt state it was an account issue, this is a clerical error or worse fraud, my warranty showed in date on my device list and after being told to factory reset these details disappeared, only after this was i suddenly told my device was out of warranty and upon adding my device back it suddenly stated it was out of warranty and any repairs would be a £159.99.
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