NOT SOLVED - Unacceptable Response to Software Update Breaking Device

[empixk]

Last night I pulled out our Oculus Two for a game night.  Since purchasing it (when they first came out) it has been used sparingly and always stored in its original box on a shelf.  It has been awhile since we used it so I wasn't shocked when it said it needed a software update.  

Everything was working great until we performed the software update.  When it restarted, it was stuck in the startup loop.  It kept restarting itself and never successfully got past the load screen/ black screen.  After it started showing a dead android image, we followed the Meta Help advice of factory resetting it.  As soon as the factory reset option was selected, the device completed powered off and has not been able to turn on since.  The device is completely broken and the only thing that could have done this was updating the software, as it had been working perfectly leading up to the update (and had a full charge).

Meta Help spent nearly an hour asking us to try different charge cables, plugging it into different outlets, attempting to get a factory reset again, etc.  Once nothing worked, they basically said 'Bummer!', informed us it was past warranty, and said we could buy a refurbished oculus for $150.

I have seen many other people had this issue, and it is completely unacceptable to me that an issue they created is not rectified by them.  By their logic, they could roll out a software update to break all devices past warranty and have no consequence.  Warranties should apply in cases of neglect or misuse of the consumer, not a bail out for irresponsible software roll outs by the company that break users' devices.

Has anyone else experienced this? 

EDIT TO STATE: This issue is not solved- Meta has marked it as solved so their latest update is seen at the top of the thread.  The current status is:

• To submit a claim (note: make sure you use the Serial Number on your actual device (not found on your account online, as they sometimes differ.  If this serial number does not work, try any serial number you can find (Meta account serial number, headset serial number, box serial number, handset serial number)- just to make sure none of them work, as it is easier dealing with the claim link than with customer service)): https://www.meta.com/en-gb/help/product-claim/product_selection/ 
• "We discovered a software update issue that caused some Quest 2/3/3S headsets to be unresponsive and unable to start up correctly. We are actively working on resolving the issue for all users, but in most cases, you are now able to use your device normally.

  If you have a device that’s still unresponsive, we're here to help. Please contact customer support through the Help Center for next steps. This will be the best way to resolve the issue. Since this issue involves individual headsets and personal account information we regret that we are unable to assist you directly on the community forums."

• "Confirmed that Quest headsets should be safe to use now. If someone experiences any issues with their device they should reach out to customer support but from what I have been told there shouldn't be any issues for those who are opening the headset for the first time now, or those who have not used it in the past few days."
• for non-warranty holders: "Yes I believe the team is aware of this and the fact that some devices might be out of warranty. They're looking at all solution options right now." - There have been disjointed responses from customer service representatives.  It seems out of warranty devices WILL be replaced as the claim link/ customer service has confirmed this for some out-of-warranty individuals; however, some people are still struggling to get a confirmation/ action from Meta.

[oculusness]

@its_ratface  added. 👍

[its_ratface]

So insane. 

I have another Quest 2. I am going to take video as proof of this while **bleep** storm

[oculusness]

@its_ratface  make sure the wifi is disconnected first, and get some screenshots of the current firmware version, and get the screenshots off the headset before you turn the wifi back on, and unleash the 'meta borkdate' on it.

[its_ratface]

Good call. Will do

[pmjr12]

Same thing just happened to me. Perfectly mint condition Quest 2 that hadn’t been used in a year or so, having a few problems so I factory reset it. Now it is completely unresponsive.  Meta what the hell!? This is fraudulent. If someone is taking legal action, please tell me how I can do the same  

[MetaQuestSupport]

Hey @Dornante, we would like to help you. Could you please talk to us by direct message? Please select our name to get to our profile page, or click here. Next, click "Send a Message" to privately message us! Please remember, you must be signed into the community first to send us a private message.

[its_ratface]

???

[ADHenchD]

If you have gone through the support process and have not reached an agreement on a remedy for these issues, I have listed some solutions, this is not legal advice, merely some relevant laws to use as a basis, which you should research yourselves before escalating. Know your rights as a consumer.

 

United Kingdom (UK)

Relevant Laws:

1. Consumer Rights Act 2015:
   • Goods: Products must be of satisfactory quality, fit for purpose, and as described. If a product fails to meet these criteria, consumers have the right to a repair, replacement, or refund.
   • Digital Content: Digital content provided must also meet quality standards. If a software update causes a device to malfunction, it may be considered a breach of these standards.

Key Considerations:

• Post-Warranty Failures: Even if a device is out of warranty, if a manufacturer's update causes it to fail, the manufacturer may still be liable for repairs or replacements.

• Negligence: Releasing an update that renders devices inoperative without adequate testing or warnings could be deemed negligent.

Legal Recourse:

• Consumer Complaints: Affected consumers can file complaints with Meta and seek remedies under the Consumer Rights Act.

• Regulatory Bodies: Complaints can also be directed to UK consumer protection agencies.

• Legal Action: If unresolved, consumers may consider pursuing claims through the Small Claims Court.

---

European Union (EU)

Relevant Laws:

1. Digital Content Directive (Directive (EU) 2019/770):

   • This directive ensures that digital content and services provided to consumers must be in conformity with the contract. If a software update causes a device to malfunction, it may be considered non-conforming.

2. Product Liability Directive:

   • Manufacturers are liable for damage caused by defects in their products, including software. Recent reforms aim to address issues related to software updates and digital services.

Legal Recourse:

• Consumer Organizations: Affected individuals can seek assistance from national consumer protection agencies or organizations like BEUC (The European Consumer Organisation).

• Legal Action: Consumers may pursue legal action under national laws implementing the directives mentioned above.

---

United States (US)

Relevant Laws:

1. Magnuson-Moss Warranty Act:

   • This federal law governs warranties on consumer products. If a product fails due to a manufacturer's action, even post-warranty, there may be grounds for remedy.

2. Federal Trade Commission Act (Section 5):

   • Prohibits unfair or deceptive acts or practices in commerce. Releasing an update that renders devices inoperative without proper disclosure could be considered unfair or deceptive.

Legal Recourse:

• Federal Trade Commission (FTC): Consumers can file complaints with the FTC if they believe a company's practices are unfair or deceptive.

• Class Action Lawsuits: In cases where many consumers are affected, class action lawsuits may be pursued.

• State Consumer Protection Agencies: Consumers can also seek assistance from their state's consumer protection office.

[oculusness]

One or two people on reddit having the same issue as well - 

A new update is bricking Quest 2's, do not let Meta get away with this! : r/virtualreality

[MetaQuestSupport]

Hi all,

We understand how annoying this must be for everyone when you are unable to use your device. We are currently working to resolve a software issue impacting your device. Please hang tight while we work to get you back on track.