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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

this is replacement we need update to fix gray screen and make the headset boot normally 

Zaicevs
Explorer

 


🤔🤔🤔🤔🤔

 

@Zaicevs  so, have you got the completely unresponsive issue or the black screen of death issue?

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

Flyingmanticore
Protege

With these replacements, are Meta wanting the dead devices back too, or just sending out replacements? 

On the 27th I bought meta quest 3s and during setup I was asked to connect to Wi-Fi so that quest 3s could update. After that, the Meta logo started loading forever, then the USB Update Mode appeared. I can't get out of this menu. Device is locked. 

You will need to send back the dead unit. You will get a RMA number and postage label to return it.

oculusness
Expert Trustee

Android Authority article - 

"The bricked Quest headset problem has been reported for weeks by several users on Reddit and Meta’s community forums. Some users claimed that Meta initially refused to repair their Quest headsets affected by the software update problem due to expired warranties. However, the company has since begun offering out-of-warranty service to affected customers, as confirmed in emails shared by users."

Meta promises fix for bricked Quest 2, 3, and 3S headsets

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

I am still getting the copy-paste replies from the customer care via email. They are going back-and-forth between troubleshooting and $150 OOW program. I am using Quest 2 from 2021. Already reached out to BBB and waiting on a resolution ! Holidays ruined ! 

Can you confirm the resolution for Out of warranty Quest 2 user ? My headset loops on Meta Logo and goes black. The customer care has been going back-and-forth since last 10 days with no resolution and asking me to pay $150. This article states that Meta has now started offering service to even out of warranty users but that doesnt seem to be my case with customer care - https://www.androidauthority.com/meta-quest-bricked-fix-3511813/