I honestly don't know what this guy is telling you, sort of sounds like he works for Oculus or something. The fact that you paid good hard earned money for a product and didn't get what you paid for is enough in my book to complain. I don't know about the time and suffering though.
I just shelled out a good bit for an quest 2 for my bday that won't move past the pairing stage. and have been in chat with folks who act just like this guy, like " get over it, we will get to you when we get to you". There isn't even a phone number you can call (for a reason) to voice your complaint. The best I can offer dude is to file you complaint, get you money back and stay away from companies that don't provide you a phone number, that's how you know their customer service will suck. A dollar or a dime, they owe it to you.
There are 2 different things being done. One is software and user knowledge. The other is hardware. I’ve had two so far that have failed. I am intimately acquainted with their process. Software/knowledge issues are pretty good considering it’s newish tech. Hardware support is fine up to the point you need a replacement. From there on out it is appalling. The company breeches every standard imaginable. They do so with impunity.
