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?
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.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.My Quest Pro Nightmare: Meta Support Canceled My RMA After Two Months of Silence
Right before Christmas, I treated myself to a new Quest Pro. When the headset arrived, I was over the moon. I’ve been with Meta since the Oculus days—starting back with the Rift S—so I’d been waiting a long time for this upgrade. But my happiness was short-lived. On the very first night, I discovered that the Menu button on the left controller wasn't working. I looked up some troubleshooting guides which suggested unpairing and re-pairing the controller. That was the final nail in the coffin; the controller died completely and refused to pair back up. The next day, I contacted Meta Support. They replied quickly and authorized an RMA (Return Merchandise Authorization) for a replacement. On December 29, 2025, the return was officially approved, and the process began. Then... silence. Nothing for half a month. I started messaging them almost daily just to find out what was going on. Eventually, the Meta Support bots started sending me the exact same canned responses: how sorry they are, how they don't have any specifics, but how helping me is their "life's mission," and so on. At one point, a human named Brad replied. (Hi Brad, love you.) The wording of his email was different, which gave me a glimmer of hope that my problem might actually be solved. Well, hope is still barely alive, but the situation has become even more inexplicable. Today, February 27, 2026, I received an email from Meta stating that my return has been canceled for the reason: "Other." I contacted support immediately, and once again, I was showered with empty promises. They told me they would get back to me as soon as they "clarified the information regarding the cancellation." This is pure madness. If anyone has had a similar experience, please share how you resolved it. I am as desperate as a person can possibly be at this point...😫
( 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
