58 Days Later - Quest Pro Warranty/RMA not honored
On March 4th 2026, I initiated an RMA request due to a hardware malfunction affecting the device’s built-in Wi-Fi. I followed all instructions provided by Meta and returned the device under warranty. I have experienced significant issues with the RMA process, including: Extended delays with no meaningful updates. Conflicting and inconsistent information from customer support. Failure to provide a replacement device or issue a refund Despite multiple attempts to resolve this issue through Meta’s customer support channels. I have not received a satisfactory resolution. Throughout this period, I have repeatedly been told that the matter is “under investigation,” with no clear updates, resolution, or timeline provided. As of today, I remain without my original device, a replacement, or a refund. As of May 4th 2026, I’ve filed a case against Meta Inc. with the Better Business Bureau, which didn’t do much at all. After the fact, my case with Meta is currently still “Processing”, and when asking for any transparency I’m left with vague responses, and unanswered questions. From what I’ve learned after working alongside Meta Store Support, you can expect a lack of clear communication regarding the status of your case, along with any definitive and reasonable timeline for resolution. Now as for what I’m left asking: Where do I escalate the matter from here? I’ve Gone to the BBB, I’ve asked for separate teams to look into my issue, and I have contacted every support line I can for help. What is preventing a replacement from being shipped out? You have my product, what’s the wait for? For all this time waisted what will Meta do to alleviate and compensate my frustrations? I started my journey with Meta far before the rebrand, when it was once called Oculus. Meta has shown me a lack of competence or care for its VR community, and in hopes of receiving my replacement, I cannot see myself using a new Meta headset in the future. I’ve read many other discussion posts, and can see all the same issues. I only wished that I never started an RMA process with Meta to begin with. For anyone else out there experiencing similar problems, I hope that you do not have to go through the same arduous process that I have.
Quest3 Elite Strap with Battery back screw loose
Hello, I haven´t use too much my Quest3, and the head support felt loose, so I checked, and that tiny screw was out, and I have to disassemble the plastic support to be able to screw it back, does anyone know how to do it? do I have to send it back to Oculus? Thank you very much !
Sent Controllers with Headset By Mistake
I recently had to send in my Quest 3 for an OOW replacement. I thought the controllers had to be sent in as well, so I included them. The replacement headset arrived today and, of course, no controllers were included. How can I retrieve my controllers? Any help appreciated.
Damaged Lens - Terrible Customer Support Experience
To start this off, I do not typically like to complain, but I've never been so disappointed in a company as I am with Meta right now. I'm a 32 year old techie and I've had my share of tech issues over the years with varying levels of support. I have to say though, this has been the worst experience I've had with a product and the support. I wear eyeglasses, as many people do and I had no idea the danger they posed to the Quest 3. I purchased my Quest 3 in February and have used it a handful of times, always taking care to protect and store the device. I was using the Quest 3 yesterday and it was either too loose or too tight and my glasses bumped the inner lens, scratching both my eyeglasses and the Quest 3 lens. After reviewing Reddit and forums online, I see this is a common problem and lens protectors inside the Quest are recommended.... Well that would be fine if Meta warned about this. I've spoken with support and there is no option to fix the lens, short of purchasing an entirely new Quest 3. I just paid $700 for the 512GB less than 3 months ago and the device is basically useless now. This scratch can be seen in all content on the Quest 3. It is absolutely mind-blowing to me that there is no lens replacement option, especially given how apparently fragile these are. New eyeglasses and a new Quest 3 would run $1000. Absolutely ridiculous. I would never want Meta to pay to fix my own glasses, but the fact that there isn't a ~$100 single lens repair option is so anti-consumer for users with glasses. Had I known these facts earlier, I would have just bought prescription lenses for the Quest itself, but I wanted to share the VR experience with my friends and family. Clearly that was a terrible idea as my headset is now a $700 brick and I need to rescind my recommendation to anybody that has used it. If you wear glasses you are better off not purchasing a Quest. Support will not be helpful. I have the emails and transcript to prove it if anybody is interested.( Problem hast solved from Meta Support )
Hi everyone, I recently bought a Meta Quest 3 bundle with the Elite Strap and battery pack for €625. After just three days, I noticed my right trigger is squeaking and the right battery cover is loose and sliding around. I contacted Meta Support and received a return label for the controller. However, they informed me that the replacement will be a refurbished unit. From Reddit and other forums, I’ve read that many people have had poor experiences with these refurbished replacements. According to EU consumer law (specifically Directive 2019/771, implemented in Germany as § 439 BGB), I am entitled to receive a brand-new controller as a replacement during the statutory warranty period. I’ve already replied to Meta Support insisting on a new controller, not a refurbished one. Has anyone else dealt with Meta Support regarding this issue? What were your experiences with requesting a new versus a refurbished replacement? Thanks I created this Text with chatgpt. German to Englisch Translation
