Solved: Re: NOT SOLVED - Unacceptable Response to Software... - Page 57 - Meta Community Forums

empixk · ‎12-22-2024

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.

HappyGirlin2024 · ‎01-08-2025

That’s a great question. I just mailed mine off yesterday. Did they give you a tracking number or anything ? I was never given the ETA

HappyGirlin2024 · ‎01-08-2025

The part that had me upset is that they only offered me $50 of store credit. I think it should’ve been $100 since my daughter Christmas was ruined🤦🏿‍:male_sign:

dgarcia30 · ‎01-08-2025

If you shipped your unit out using the FedEx label it has a tracking number you can use to track the package to Meta's warehouse.

My damaged unit was shipped on Fri and arrived Tue. I got a note today (Wed) that they are sending a replacement and the details @ meta.com/my/orders (the "Devices" tab) now has an order# for a REFURB unit with an estimated delivery of Mon Jan 13.

Not sure how I was able to get my Oculus 2 serial# approved in the device search @ https://www.meta.com/help/product-claim/quest-2/ and can only surmise that my incessant complaints helped...but who knows.

For everyone's sake, I hope Meta follows through to help the multitude of others out there struggling find a way to get their units replaced; this whole debacle is definitely worthy a class-action case if they don't step up to do the right thing. Good luck and keep those complaints rolling in if they keep pushing back!

jadine1988 · ‎01-09-2025

Update, I think ..

After nearly 3 weeks of back and forth, I have many different answers and hopefully a solution somewhere in the middle.

I have emails from Meta saying they'll issue replacement devices, but they only come with 3 month warranty.

2nd email was replacement devices and £50 credit per device, but again only 3 month warranty, so I refused again as these were bought new and have lots of time left.

3rd was replacement devices, £50 credit per device and warranty until my original warranty expires.

I thought great im happy with that.

So I asked them to confirm all the above.

4th email

Sorry you were misinformed, you will still only get a 3 month warranty.

Not a happy bunny here, so emailed back and told them if that was the case then I shall proceed with my section 75 claim.

5 email

After rereading your case, I can confirm your warranty will last until the end of the original warranty.

No mention of the credit this time..

So I've email again asking for full confirmation of everything, fingers crossed I'll finally get this and the kids can have usable Christmas presents 🙄

I'll post an update as/when/if I get another reply

Crimson.Dynamo · ‎01-09-2025

Well done and I hope all goes well. I'm back on the roundabout again, out of warranty, buy refurbished blah, blah!

I also must have the most sarcastic customer support person ever, Geogina, look out for that one!

Wish I had a job like theirs where actually taking the pee out of your old customers and potential new ones seems to be almost encouraged! Surely they have to be sent on a course to be this bad?

Oxid2178 · ‎01-09-2025

I had the same problem with my Quest2 as you mentioned above.

My Oculus Quest 2 doesn't power on after software update during Christmas time, the LED also are switched off during charging.
I asked also meta support, she send me a Link in order to set my delivery address for replacement. But I'm from Switzerland and I can choose only United Kingdom as Country. So the procedure is blocked because of wrong post code in the input field. I send also all serial number and address directly to the support team. But so far, no answer received.

see for more detail: https://communityforums.atmeta.com/t5/Quest-Development/Quest-2-doesn-t-switch-on-after-software-upd...

H3av3N_UK · ‎01-09-2025

Any more news ?

People are still being given the run around with support. I'll do this for so long and then just decide it's not worth my time and take this to a small claims court in the UK. It only costs £50 to do that.

Goldy0shi · ‎01-09-2025

Same problem here with the headset, when i try to claim a replacement and enters my serial, it just says my device is not affected, but it still is. Customer support just takes bumps me around asking the same questions over and over again. 😕

Crimson.Dynamo · ‎01-09-2025

@Goldy0shi wrote:
Same problem here with the headset, when i try to claim a replacement and enters my serial, it just says my device is not affected, but it still is. Customer support just takes bumps me around asking the same questions over and over again. 😕

Try showing them this and tell them they are responsible for providing a replacement as per Meta guidelines. This is getting ridiculous. They seem to be picking random folk to give replacements to. It's crazy!

<span;>https://www.androidauthority.com/meta-quest-bricked-fix-3511813/
</span;>

H3av3N_UK · ‎01-09-2025

Update

Think we finally have a break through.

Support have now emailed me a returns label and said to send back just the headset ( no controllers etc ) once received they will send out a replacement

Fingers crossed this doesn't go **bleep** up.

NOT SOLVED - Unacceptable Response to Software Update Breaking Device