In less than a month I have been through 2 Meta quest headsets, yes 2!
First was purchased on April 9, arrived April 10. May 3 the headset melted while plugged in using the charger provided in a good, working socket that has no issues charging anything else or anything electrical. Meta support wanted me to send them my headset, wait for approval to replace, and then wait to have the new (by new I mean refurbished) to come in, about a 2 week process for something I am trying to use daily for physical and mental health.
Instead of waiting that ridiculously long time to get something replaced due to a defect that has been RAMPANTLY REPORTED ACROSS THE INTERNET, I returned the device to amazon who happily accepted the return after explaining the defect, and purchased a new headset.
New Headset was purchased May 4. As of today, May 10, the right controller is now broken. Headset is not tracking it and all I see is a single blinking white light that flashes every half second or so. Went through all the troubleshooting, tried new batteries, tried existing known working batteries, unpaired and re-paired several times, rebooted the headset multiple times. I reached out to support and the only option yet again was to wait about 2 weeks to get a potentially working product.
What is QA doing if I have essentially purchased 2 faulty products in less than a month from different retailers? What can be done to better this process for the customer? Why are there not more just straight up working devices being shipped to retailers? The entire experience has been sub par and I am beyond frustrated that I have spent almost $1000 on 2 256GB models that apparently just came with faulty products and now me, the customer, am being punished as a result. Hate this whole situation and heavily considering just returning the new headset that I have had for less than a week and just buying from a different manufacturer that do not have these reports everywhere.
I had a similar issue with the Pro - helped to reset the entire headset (didn't had any issues since then). Have a couple of them and by now I think almost all of them had issues with controller pairing - there was an update/remark a while ago. Maybe also worth to check if your headset is up to date/reset before you send it in.
Can't help you with the support issues but I agree, meta needs to step up their support game.
