cancel
Showing results for 
Search instead for 
Did you mean: 

NOT SOLVED - Unacceptable Response to Software Update Breaking Device

empixk
Protege

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.
599 REPLIES 599

Flyingmanticore
Protege

I got back in touch with support just now and the person I was talking to tried to deny it is a hardware issue and purely software only. 

Sadly, he did not know how to deal with someone who has a decent amount of technical knowledge and could talk about specific terms.

Not sure the support staff are really being given much support to be able to support us. 

Roadie3rd
Explorer

So I'm seeing people repeating what has already been said back near the beginning of this thread from 2-3 days ago. Everything suggested so far has been tried. Until someone comes out with a new idea I think repeating the same hold power and volume down, side loading another firmware, factory reset and so on non of them work with an unresponsive unit. Meta need to sort this and they alone need to make sure they sort out their f-up. Yes users can come up with ideas but repeating the same thing over and over because they can't be bothered reading the entire thread isn't helping.

Sorry rant over just really hacked off that large companies can't be bothered to interact with their customers and at least give them an idea what's going on instead of we are looking into it. Be the bigger person Meta, and admit you f'd up and that you will come up with some kind of resolution not at the customers cost.

 

@TheChristianPope89   Ooooo, that's bad. I'm afraid that this sounds unrecoverable. As it's a new 3S your only option is to return to the store where you got it.  Sorry mate.

Four Rift CV1s, Quest 2, Quest 3, Lenovo Explorer WMR, GearVR

@Flyingmanticore  they're either bots or cue card readers. 🙄

Four Rift CV1s, Quest 2, Quest 3, Lenovo Explorer WMR, GearVR

1000000418.png

That's very good news. Hopefully they start addressing the other folks who are affected soon!

Why would I get offered a 150$ refurbished device but you're offered a free one? Yikes what is going on with meta 

They told me 150 when this first started. So keep the faith. We got this team!

What about those of us where the headset is COMPLETELY unresponsive? It absolutely will not turn on, NO lights when plugged in, nada.

Can confirm, set up a brand new MetaQuest 3 out of the box an hour ago and it updated to the previous firmware and is fully functioning.