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.

[zoruvuk]

Honestly criminal that I'm just barely out of warranties but could give them another 150 for them to burn with an update after already dropping over 300

[empixk]

I hope it inspires more people to share their experience on the thread and push for a resolution! 

Right now, the articles are more neutral towards Meta's break since Meta came out and briefly stated they are 'working on it', BUT if Meta comes out and tries to say only warranty holder's get a fix (or tries to worm out of it all together) we need to be sure to push for more exposure on how Meta will be breaking consumer protection laws.  People are right to be pointing out how their current 'buy another device even though we broke yours' response is criminal.

[empixk]

Even if your device was the first one ever purchased, you would deserve a fix!  

They are going to try to get as many people as possible to buy into their $150 (more in other countries) refurbished devices because that means one less person sticking around for the ACTUAL fix they are owed.

Hang in there, everyone!

[DwightMc25]

Hey @oculusness 

I understand your frustration and we completely understand how frustrating it is for owners who are facing this issue. That said we marked the response as a solution not to mark it as solved but to allow people to see the latest update on the issue. Our intention was not to say its solved but to use it as a way to float the latest info to the top for anyone who might see this thread. Currently that is our best tool to help those looking for more info. 

We understand it can be confusing marking things as solution like that but please bare with us while we work to provide you guys with all the updated info. 

Thanks

Dwight

[DwightMc25 · Accepted solution]

1/2/25

Updated the announcement post to include direct links to get help with your device. If your Quest 2 and 3S was affected you can go directly to the site for next steps. For Quest 3 you will still need to contact support. 

https://www.meta.com/help/product-claim/quest-2/  

12/30

Posted an update via the announcement blog post, but for those following this thread here is an update. For Quest 3S users affected by this issue please go to this direct link for next steps: https://www.meta.com/help/product-claim/quest-3S/ 

12/28

We posted an update to this issue via the announcements section. Can be found here: https://communityforums.atmeta.com/t5/Announcements/Quest-2-3S-3-Software-Update-Issue/ba-p/1277634

TLDR is that it should be safe to open/use your headsets now. Those still affected by this software update should reach out to Customer Support via the help center. They should have new directions on how to support users now. 

12/27

Hello Quest Community,

We know some of you using Quest 2, 3, and 3S are having software issues, and we're on it! Our team is working hard to fix these problems quickly. We'll keep you updated in the Announcements section of our forums, so you won't miss a thing.

We understand this might be frustrating, and we're truly sorry for any inconvenience. Thank you for your patience and understanding.

To stay in the loop, consider subscribing to the Announcements section. Go to Announcements, click Options in the top right, and hit Subscribe. This way, you'll get an email whenever there's a new update.

Thank you to everyone who brought this to our attention. 

* NOTE: This message is marked as a solution to make those aware of the latest updates. We will update this reply as we get more information. 

[oculusness]

@DwightMc25  thanks for the explanation. Perhaps a sticky in the 'Get Help' thread pointing to this thread would assist to keep the help resource visible to those needing it.

[empixk]

Hi!

I think it would be helpful to directly acknowledge members with devices without a warranty, since they are still unsure if they are going to be included in the 'fix'.  At this point the only thing they have heard from customer service is there is nothing to be done for them and they will need to purchase a refurbished device.

I am sure everyone would be understanding of the time needed to develop a fix if their minds were at ease knowing the developed fix would include them.

[rosie254]

thanks, added to the reddit megathread to direct more people to this!

hope you guys will come out with some sort of solution for already-bricked headsets soon, such as a tool for use on computers using qualcomm Emergency Download Mode, or some other way to unbrick. and if none of that would be released, then at least free replacement of all bricked quests with a free non-refurbished NEW unit

mr community manager, is it true that meta removed update v72 from circulation and that everyone's headsets will now update to v71 instead? and that it's safe to upgrade to v71 without causing bricks? hearing this directly from meta would enable me and webhead to lift the warning and give the all clear signal for people to turn on their headsets and start using them. we've currently got hundreds if not thousands of people waiting to turn their headsets on because we've warned them about the brick. we need to know if it's safe now.

[FedeZer0]

Exactly, it would also be helpful to know for those like me who have returned the new product and want to order another one right away. Personally, I waited a few days, but it seems there isn’t a quick solution for locked devices. If they guarantee that the firmware can be updated without issues, I would repurchase it immediately, it was terrible to wait so long to open the Meta Quest box only to find an unusable product.

[oculusness]

For those users who purchased a NEW Quest 2/3/3S  RECENTLY, can you add the date of manufacture of the headset and type of headset, so we can find the cut-off point for the unaffected headsets. The date of manufacture can be found on a sticky label on the outer box cover.