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.

[stoptweaking]

Could I sideload firmware update v71 on a Quest 3 that hasn't been set up before? I'd like to try and manually avoid v72 upon first installation if possible, or would I have to go through the default initial setup and connect to Wi-Fi, grab whatever latest firmware they're pushing to headsets, restart, and wait for the potential brick?

[DanilCarrington]

They should be giving you £150 in vouchers along with a new headset as an apology if there update bricked your headset

[ADHenchD]

They will likely compensate affected individuals,l with vouchers, the timing for this has been extremely unfortunate and, truth be told, this was mitigatable for a company like Meta, but these things can happen.

I do believe that replacing people's newly purchased headsets with refurbished ones is not morally correct, and I advise people who are given this option to either request a refund or inspect their headset vigerously on arrival for any imperfections, and run diagnostics on it if they have the know how.

That being said. Theyre not going to give you a headset replacement (a headset they sell at a loss too) as well as £150, unless in very specific situations which are honouring the Christmas referral for £48 (ish) each for both the one recieving the referral and the one giving it, and the separate compensation for this incident.

If this is a new headset, you can also take this to your retailer as a faulty product and return it. (In the UK at least)

[geronimo8]

Looks like their way of planned obsolescence to make us buy another one. Heck, the headsets are current gen. 
This is fuvked up, especially for those without warranty / bought second hand.

[diishonoredd]

Thank you for coming to the post I commented on regarding this issue and informing myself and the other person having this issue just how widespread this issue is. 

We got the VR for my daughter last year and shortly after, she started have issues with her controllers so it got put up for a long time (5-6 months). Mind you, it was working perfectly fine before it was put up, just had an issue with one of the controllers. I bought her another controller to see if it fixed the issue but upon trying to turn the headset on, it does nothing— the light doesn’t even come on. Charged it for over 8 hours so I know it’s fully charged. Tested the cable on our other VR and worked fine. Tried literally everything I possibly could. Such a disappointment. Dumped more money into it for it to not work at all and funny that my warranty just expired. 

They should definitely be replacing these as a courtesy or at the very least, offering to fix them. I will literally never buy a product from them again if this issue does not get resolved some way, some how. 

[TheChristianPope89]

Please give us an update or anything on social media or an email even if it isn't fixed as there are plenty of people who can't play because of this update. We need to hear from you! 

[Beesof8]

My Quest 2 bricked as well. I'm anxiously waiting to here the solution.

[Zaicevs]

Hello everyone! I had the same problem... I bought Meta Quest 3s and started to boot it for the first time. After Meta Quest 3s asked me to connect to Wi-Fi so that it could download the latest update, after a successful update the device rebooted and showed me a black screen with the "USB Update Mode" menu. I can't get out of this menu, if I press any button the device reboots again and I get into this black menu again (photo). I gave the device back to the local store, they said they would check it. I hope they will give me new Meta Quest 3s and I will be able to at least play them, and not just look at the installation menu.😎

[oculusness]

@stoptweaking  to be honest it seems like the most sensible option if you want to use your headset. I'm not sure what the current version on the update tool is, [you'd think meta would've pulled v72 from it] or there are other sideloading options 

Meta Quest software update | Meta Store

 

[PanchoSalas]

The number of new devices that are failing is impressive. I'm really afraid of replacing my meta-destroyed Rift S with a Quest 3 that might also crash. Especially here in Chile where Meta is not responsible for its guarantees and device replacement.