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.
I am worried this delayed response from Meta is not just about finding a software fix, but rather them meeting with their Legal Team to discuss the most cost efficient way for them to move forward. They know it is their responsibility to replace/fix the bricked devices, even those outside warranty. I am worried they are debating the two options of either
giving good customer service through acknowledging this/ fixing the problem/ taking the loss OR
giving terrible customer service by making those outside of warranty take them to court to get a resolution.
They know people have busy lives and limited resources, so if they for a moment think the people angry today will fizzle out over time they will blow us off.
That is why it is so important people stay active, organized, and keep reaching out to reporters/outlets to get the word out. We all deserve (warranty or not) a fix to this problem they created.
Just adding my voice to the chorus. My Quest 2 is bricked. The one time I thought I should give it another try. Really hoping there will be a solution to this soon.
This happened to me too. So I was gifted an meta quest 2 from my girlfriend because she had it in her closet for 3 to 2 years sitting there because it gave her motion sickness after the first couple of uses. When I first got it I was trying to get in games and it kept showing error and wouldn't load anything except you tube. So I did a factory reset and I was finishing the setup up until it was updating the software, I came back to it when it finished and I kept trying to turn on the quest, it would show a quest screen the go into a grey screen, I kept trying and trying so then I did a hard boot up and from there it did the grey screen one more time and then wouldn't turn on at all. It doesn't charge now and it doesn't turn on, I've tried everything (holding the power button for 45secs, holding the power and volume button to get a screen but it wont show anything, charging with multiple chargers) nothing. What it does do some times if I leave it alone for a day, when i try charging it it'll blink red a couple of times then go back to now responsive at all.
Why would a company release an update without verifying that the update worked properly and why would you do it right before the holidays? Anyone at meta try updating their own headset before releasing it to everyone? Apparently you spoiled xmas for many people. Disgraceful.
