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.
My Quest 2 had been in storage for a while. It was well protected in a high quality case always at room temperature in my livingroom. I took it out a few days ago. Charged it, replaced the controller batteries. It booted up fine. Connected to our wi-fi without problems. I ran the pending update - which I now know was a mistake -, even plugged it in while doing so. You all know where this is heading... I tried all the listed fixes ... but here we are, the quest 2 is sitting on my desk as a paperweight. Completely unresponsive. To say I am unhappy is an understatement 😐
@heliobo3356 DO THIS AT YOUR OWN RISK you only need to go as far as the battery cable disconnect. Watch out for the proximity sensor cable to the inner faceplate. It also has a small release catch.
Was told by one agent that my headset was not one of the affected headsets. Bruh what? Then I have another agent telling me this "I will be passing your details along to the Refunds and Replacements team who will be able to advise you further on the possibility of a replacement device and will respond to you through this email chain when they are available."
I'm on my third rep. Asking for the same information. New in box item that we bought years ago, never used, gifted to in-laws... Bricked within an hour.
