Headset permanently broken after software update — tracking failure, case being closed with no fix
Hi everyone, I’m hoping someone here can help. About a month ago, my Meta headset became completely unusable immediately following a software update. Since then, it displays only a black screen. The device powers on and I still hear audio, but the display and tracking system completely fail. Support has now confirmed that the tracking system itself is the issue and is not fixable through normal troubleshooting. The headset worked perfectly before the update. I’ve spent weeks working with support, completing every troubleshooting step they asked for. Today I was told they are closing my case without repair, replacement, or refund despite acknowledging the failure happened after the update and that the tracking system is the cause. This is extremely frustrating. A manufacturer software update should not permanently disable the hardware, and closing the case without resolution feels wrong. Has anyone else experienced this after an update? If so, how did you get it resolved? Any advice on escalation paths within Meta would be greatly appreciated. I've truly never had such disappointing treatment and run around from customer service. I just keep getting put off that a team is reviewing the case but no real resolution and then today they are looking to close the case. It's my sons quest 3s and he takes immaculate care of it. His twin is in the hospital a lot and this quest is a life line for him and his friends when things get hard. This ruined a lot of the Christmas gifts we got him as they were related to his quest and he's been without it for over a month. Thank youOut over $28.000 from Meta..Quest Pro.. Just became a piece of expensive plastic
This was bought for me for Christmas since I'm really into creating . Worked great.. 2 months out of waranty..it died. Literally... I was in a game playing.. it went black, didn't shut down, cause I didn't here the jingle. Battery was over half full. Now .. wont turn on... doesn't charge.. doesn't make a sound...doesn't light up anywhere.. its just expensive plastic.. I've done all troubleshooting.. tried reset.. It won't do most of troubleshooting since it won't do anything..Im out alot of money..I am a creator, and can't get anything done.now it's discontinued shortly after it was created. I dont find this right.. I've told them it was a software update I believe since it had just did one.. At first thought no matter if it has warranty or not they should fix cause there software did it.. but now I want it fixed even if I have to pay. They told me they are aware of this problem, but they have no solution.. so I'm stuck. Im very upset.. We had to really save for this expensive device that was discontinued 2 years after creating.. I have literally bought at least one of every device from meta in the past.. sometimes 3 or 4.. I have from all previous headsets 700 purchased games.. my pro headset alone I have over 270x at least $30 a game.. They tell me BUY A NEW ONE.. Where is customer appreciation care?Where is loyalty?I have never used there repair or warranty for any of my headsets.. I AM NOT GOING TO EVER BUY ANOTHER META HEADSET... Being that now days the games are software on line, there is no physical hard copy, I'm out $28.000 from all my different headset types holding games from meta.. averaging games at $40 and over 700 games bought from gear, go ,quest 1, 2 ,and pro.. I can't even recoup any money by selling my games to anyone.. this us a serious problem. They should at least have some kind plan set up for fixing there most expensive product that is discontinued. Christina aka Miss Rebelreaper
Absolutely Disgraceful!
I'll try to be brief. I recently had issues with my Quest 2 headset that I arranged with Meta to have replaced. We had extreme issues with the shipping process in the very beginning but somehow managed to work through that. Once Meta had received my headset and I had been made aware, I was told that there was a 3-5 day turn around for processing before it was shipped out. After 7 business days I had still heard nothing, so I reached out to Meta Live Chat who informed me that while yes, it had been received, nothing had been done with it so far and they weren't sure why. They couldn't give me any more than this. They opened an investigation which they assured me would take 3-5 working days to complete and I would be updated with what was happening. During that waiting period, I received emails from Meta saying that my case was their top priority etc (at ridiculous hours of the night over the weekend) but still no actual updates were given. I responded to the most recent email asking for an update and have been ignored. I have just now, on day 5, been in touch with Meta Live Chat who are, once again, telling me that there is no update, there is nothing they can do and all I can do is wait. I asked to speak to a manager and was told I would have to email... which I have done and been ignored. I asked to speak to someone in the complaints department... and was told that I had to do so here on the community forum. Funny complaints department if you ask me. I have no update, no support, no clue as to what's going on. Nothing. I feel as though I have been brushed off at every turn and am left with no headset and no options. I am furious. Actually, furious doesn't even begin to explain how I am feeling. This is an absolutely disgraceful display of competence and customer service on Meta's part. What am I meant to do here? Does anyone have any suggestions or anything helpful to add?
