NOT SOLVED - Unacceptable Response to Software Update Breaking Device

[empixk]

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.

[jadine1988]

Since xmas day I've been passed from piller to post, had emails from 3 different meta support workers, one offering me refurbished devices to replace my 2 new ones, one offering me a refund, then telling me i cant have one, and one offering to cancel my returns, that I already told them I'm not doing as I refuse to accept refurbished devices to replace brand new ones, and another telling me to wait because an update will fix them, both devices are bricked, an update isn't possible, what are our options for taking legal action?

Ive already started a section 75 claim back, but I've still 2 kids without xmas presents and a ruined Christmas 

[jadine1988]

They don't care, ive been fighting them since Christmas day, if you paid by credit card and bought them recently, consider doing a section 75 claim back

[jadine1988]

Same here, tried them both again tonight, totally bricked

[oculusness]

@jadine1988  I think you just have to show them the image in this post and hopefully they'll change their tune. They can't offer a replacement to one person and not to another , because on top of everything else it's discrimination, and nobody like the D word these days.

Solved: Re: NOT SOLVED - Unacceptable Response to Software... - Page 31 - Meta Community Forums - 12...

[TheZ0mbieNight]

I haven't seen a clear answer to if the headsets are really safe to use now, is this true?

[xilStevenlix]

Has anyone tried taking it apart and removing battery then plugging back in?

[DanilCarrington]

Have you ?

[xilStevenlix]

No that's why I'm asking lol. 

[DanilCarrington]

If your in or out of warranty I'd maybe try hold off on the trial and error incase they accuse you of interference with the device or something the way they seem to be bipolar the way there treating people. Let them admit fault and realise they broke a lot of people's hard spent money and hearts

[Roadie3rd]

So I've just had a chat with a person in the help department if you want to read the conversation i just had its below. It went on for over 35 minutes. As you can see they haven't a clue what to do.
I explained at the start of the conversation that i have tried all suggested fixes online including the power/volume down, power for 45 seconds, plugging into pc, connect via app and non of them work as the unit is unresponsive, it will not turn on, full stop, nothing, zilch. So they decided to then walk me through each of these again, to which none worked.
I may have been a little passive aggressive in my last few replies haha
"I understand you guys are just reading from a script from the engineers and have been told what to suggest but none of this works, the units are rendered useless now. I think that the engineering department needs feedback from these conversations to tell them none of this works for the update made over the holiday break and i think as a company Meta have seriously f'd up. there are alot of unhappy customers including parents who's kids got a present that effectively is more useless than a lump of coal, At least with coal you can keep warm with it
Thanks for the chat Enrik and i hope you have a good day. And may i suggest that the next person on your list you start off with have your tried the following and if they say yes then don't resuggest them.
Thanks"

Nowhere closer to when it happened 3-4 days ago

Heres the actual conversation,

Mark (12/28/2024, 10:04:25 PM): hi 

Enrik (12/28/2024, 10:04:40 PM): Hi Mark. Welcome to the Meta Store Support. My name is Enrik, I will be the one to assist you. Before we start, I wanted to let you know in case we get disconnected at any point, you can reach back out to us anytime and use this case #07740993 as a reference to this chat. 

Mark (12/28/2024, 10:04:55 PM): ok 

Enrik (12/28/2024, 10:06:41 PM): I see here you're having concerns with not being able to use your headset after doing the software update. I totally get where you're coming from with this concern, Mark. Don't worry though as I will do my best to get this sorted out for you. 

Mark (12/28/2024, 10:06:54 PM): ok 

Enrik (12/28/2024, 10:07:10 PM): May I ask if the headset is turning on? 

Mark (12/28/2024, 10:07:26 PM): no its not its completely unrisponsive 

Mark (12/28/2024, 10:07:52 PM): ive tried all the suggested possible fixes but non of them work 

Enrik (12/28/2024, 10:07:57 PM): I see, may I know where the unresponsiveness starts? 

Mark (12/28/2024, 10:08:11 PM): it wont turn on at all 

Mark (12/28/2024, 10:08:40 PM): no power light when put on charge 

Mark (12/28/2024, 10:09:00 PM): doesnt turn on using the power and volume down either 

Mark (12/28/2024, 10:09:16 PM): or holding the power button down for over 4 minutes 

Enrik (12/28/2024, 10:09:44 PM): Got it, thank you for confirming this and for your efforts in trying to troubleshoot this on your end. 

Enrik (12/28/2024, 10:10:22 PM): May I ask if you've tried using a different cable/charger to try and see if that might work? 

Mark (12/28/2024, 10:10:41 PM): yes 5 different plugs cables including my pc with all said cables 

Enrik (12/28/2024, 10:11:13 PM): Alright. May I know if you have a facial interface on your headset? 

Mark (12/28/2024, 10:11:33 PM): how do you mean 

Mark (12/28/2024, 10:11:48 PM): the sponge surround? 

Enrik (12/28/2024, 10:12:33 PM): Yes, the softy thing  that covers the area around your face. See this for reference https://www.meta.com/quest/accessories/quest-2-vr-cover-facial-interface-foam-replacement-set/?srslt... 

Mark (12/28/2024, 10:12:43 PM): yes 

Enrik (12/28/2024, 10:13:21 PM): I see, can you please remove it and try charging the headset again? 

Enrik (12/28/2024, 10:13:48 PM): Also, if you are using Elite Strap with Battery or any third-party accessories that may affect battery charging or consume power (such as external battery packs, external fans, etc.) kindly remove them as wekk 

Mark (12/28/2024, 10:14:12 PM): im not using anything is all standard 

Mark (12/28/2024, 10:14:23 PM): no nothing is happening 

Mark (12/28/2024, 10:14:29 PM): ive tried 3 different cables 

Mark (12/28/2024, 10:14:42 PM): 2 in the mains one in my pc 

Mark (12/28/2024, 10:15:35 PM): not getting anything 

Enrik (12/28/2024, 10:16:47 PM): I appreciate your effort on this, what I can suggest for you for now it to try charging your headset for 2 hours. 

Enrik (12/28/2024, 10:17:01 PM): The headset must be left powered off or in a sleep state during this time. 

Mark (12/28/2024, 10:17:26 PM): i cant do anything with the unit it wont turn on 

Mark (12/28/2024, 10:17:51 PM): also ive had the unit plugged in over night and nothing has happened 

Enrik (12/28/2024, 10:19:10 PM): May I ask if you've already performed a factory reset? 

Mark (12/28/2024, 10:19:15 PM): so whats the next step after 2 hours 

Mark (12/28/2024, 10:19:35 PM): i didnt get that far to factory reset it 

Mark (12/28/2024, 10:20:22 PM): the update starting installing with the disc and green bar going left to right, it then shut down and the meta logo appeared, it then shut down again and came back on 

Mark (12/28/2024, 10:20:36 PM): then did this 3-4 times then wouldnt turn on again 

Enrik (12/28/2024, 10:23:13 PM): I see, thank you for informing me of this. As you have already performed the hard reboot as you mentioned earlier. After the 2 hours, the next thing to do is to perform a factory reset. You can check here for more information on this. https://www.meta.com/help/quest/articles/fix-a-problem/troubleshoot-headsets-and-accessories/trouble... 

Mark (12/28/2024, 10:23:34 PM): and what happens if it wont turn back on 

Enrik (12/28/2024, 10:23:34 PM): One thing you can also try is to update the headset using the software update tool 

Mark (12/28/2024, 10:24:12 PM): i cant perform a factory reset as i never got it to connect to my phone or the computer 

Mark (12/28/2024, 10:24:31 PM): as it locked up before i had a chance to connect it all 

Enrik (12/28/2024, 10:25:12 PM): You can try this as well from the device itself: 

To perform a factory reset using your Meta Quest:

1. Turn off your headset.

2. Hold the power and volume (-) button on your headset down simultaneously until the boot screen loads on your headset.

3. Use the volume buttons on your headset to highlight Factory Reset and press the power button.

4. Use the volume buttons on your headset to highlight Yes and press the power button. 

Mark (12/28/2024, 10:25:30 PM): ive tried that and nothing happens 

Mark (12/28/2024, 10:25:39 PM): it is completely unresponsive 

Enrik (12/28/2024, 10:26:27 PM): Last thing you can try is to perform a software update through here https://www.meta.com/help/quest/software_update/ 

Mark (12/28/2024, 10:26:33 PM): ive held both buttons down for nearly 5 mins in one go and got nothing 

Mark (12/28/2024, 10:27:08 PM): nope cant do that as i cant connect to the headset as it completely unresposive 

Mark (12/28/2024, 10:28:00 PM): as i have said in the beginning of our conversation that i have tried all of these options and i cant get past the 'turn your headset on' IT DOESNT TURN ON, ITS UNRESPONSIVE!!!!! 

Enrik (12/28/2024, 10:33:10 PM): I get how you feel, and I am trying my best to get find all the troubleshooting we can do to try and get this resolved. For now though as we have gone through all troubleshooting that is currently available for your concern, please allow me to inform you that we are currently experiencing a software update issue and are working to resolve it as soon as possible. 

Mark (12/28/2024, 10:33:46 PM): i know you are 

Enrik (12/28/2024, 10:33:46 PM): I will be updating you on your case and how this progresses on your email

Mark (12/28/2024, 10:33:53 PM): thats why im calling 

Mark (12/28/2024, 10:33:55 PM): I understand you guys are just reading from a script from the engineers and have been told what to suggest but none of this works, the units are rendered useless now. I think that the engineering department needs feedback from these conversations to tell them none of this works 

Mark (12/28/2024, 10:35:53 PM): for the update made over the holiday break and i think as a company Meta have seriously f'd up. there are alot of unhappy customers including parents whos kids got a present that effectively is more useless than a lump of coal 

Mark (12/28/2024, 10:36:11 PM): At least with coal you can keep warm with it 

Enrik (12/28/2024, 10:37:47 PM): I understand where you're coming from with this and I think what you're feeling is valid. If you want to send feedback for now, you can also post your feedbacks here https://communityforums.atmeta.com/t5/VR-Forums/ct-p/discussions 

Mark (12/28/2024, 10:38:11 PM): Thanks for the chat Enrik and i hope you have a good day. And may i suggest that the next person on your list you start off with have your tried the following and if they say yes then dont resuggest them

Thanks 

Enrik (12/28/2024, 10:39:25 PM): I appreciate your feedback, Mark. Have a great day.