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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

vr_tek
Explorer

Hey @oculusness , @DwightMc25 , 

Why is Meta claiming to help Quest2 out-of-warranty users when just a minute ago Meta's customer care agent is still asking me to pay $150 out of pocket ? Attached is the screenshot - December 30 - 11AM EST Screenshot 2024-12-30 at 10.58.41 AM.png

xskipro
Explorer

Got this email response last night.  Looks like they know they have to do something and are starting.

Greetings from Meta Store Support, and I hope this email finds you well!

My name is Francis from Meta Store Support. I'm the one who will assist you on behalf of my colleague. I've read through all the interactions you've had with us and I am up to date with what's going on.

Based on the information you provided; we would like to arrange for your current Meta Quest 2 HEADSET ONLY to be returned for further review and have a refurbished replacement Meta Quest 2 headset sent to you.

Please provide the following details below:

Shipping information

  • Full name
  • Shipping address
  • Phone number
  • Preferred email address to receive labels
  • Username and/or email address associated with your Meta account
  • Box serial number, which can be found on the box sleeve or a QR code on bottom of box, starts with ""1WMVR""
  • Retail receipt or invoice including item, retailer, price, and date OR Online Meta Store order number"

Account information

  • Full name as it appears on your Meta Quest account
  • Current alias/username as it appears on your Meta Quest account
  • Email address linked to the account

The Meta Store Support team would like to acknowledge the inconvenience that the software update has caused. We will be applying a $50 digital credit to your account as a token of our commitment to supporting you which you should expect to see applied to your account within the next two weeks.

We will wait for your response. Thank you.


Best regards,
Francis

Meta Store Support
Stay connected with us on our Meta Quest Community!

 

 

 

Progress!  🙂

Was your unit "out-of-warranty"?

@vr_tek  is that the Better Business Bureau for those not in north America?

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

@vr_tek  it sounds like they incrementally roll out their borkdates like they instruct their card reading unsupport staff.

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

My unit was out of warranty. Bought it Jan 2021.

worked perfect until we updated it

babyseal.397744
Protege

Looks like they are finally going to rectify.

1000005321.png


@DwightMc25 wrote:

TLDR is that it "should be safe" to open/use your headsets now.


Should be safe? or is safe? that is two different things sooo which is it?, I got 3 brand new vr games spent over $150 and I still don't feel safe even turning on my quest to play them days later

They're offering me refurbished but mine is well within warranty and hasn't even been able to be played, so I've refused