NEED HELP: Meta RMA is caught in a support doom loop
Need advice on what to do Facts: I bought a Meta Quest 3 headset, and the right controller was faulty After going through all the troubleshooting steps, Meta support raised an Advanced Return Replacement on 19 APRIL 2026 Meta asked me to return the faulty right controller even though they had not sent a replacement, so I did, following all Meta instructions - resulting in FedEx delivery tracking confirmation on 24 APRIL 2026 (I have proof-of-delivery for the tracking number) When I did not receive any replacement, I contacted Meta support chat on 4 MAY 2026 - and have been in a frustrating doom loop of Meta chat support staff (some 20 different people) - with frustratingly non committal reassurances / updates that my case is being "investigated" by a "specialist team" Meanwhile, I have not received any replacement, and I keep getting Meta emails asking me to return the device and threatening to charge me for the REPLACEMENT WHICH WAS NEVER SENT - the last email dated yesterday 9 JUNE 2026 states "This is the final reminder to return your original item for your advanced replacement request. If we don't receive it within 5 days, we'll process a charge for your replacement in line with the advanced replacement programme terms" It is obvious that the "specialist team" has not done anything all this time. I contacted Meta support chat again today 10 June 2026, and got the same non committal reply that someone will "update" me in a few days Can anyone advise how to get the unlawful charge stopped, and the replacement sent out? Its now 52 days since the RMA was first raised!!!! My query about how to make a complaint was completely ignored - isn't it contrary to consumer protection laws for an international company like Meta to fail to have (1) a working warranty process, and (2) a consumer complaints process?
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.
Quest Support Contact / RMA link not working
My friend from South Korea has issues with controllers and has been writing with Support for 6 weeks now, around 14 Mails (!) back and forth. She is a streamer, but has a tough time talking in english. Her controllers have issues with not recognizing input and stick drift. She has been offered an advanced replacement, but the links for these didnt work. She has received the RMA link and tried to proceed with the “Complete Request” step. However, the page redirects her to a checkout screen where it says that shipping to South Korea is not available. They sent her several links, always the same result and that they want to try again and get back to her etc.. This has been a very time consuming experience, with no result. Now after 6 weeks (!) they say they have technical issues and can only do a normal RMA, where she would have to send them back first and then after a few weeks would receive a replacement.. This is really difficult for her, as she cant really do a break for her streams for that long, effectively she would have to buy new ones instead. While she has the resources, its a waste of money to do that and she would like to see this worked out instead. Is there a way to get in touch with someone from support, so I could help figure this out with her. I am confused that this is such a difficult experience to get resolved with the support and we think that quest should have a way to make this possible.Quest 3 Safety Issue - DOA - Support Loop with 6 Agents
Hi , I received my Quest 3 on April 2nd from Amazon and the Right Controller is DOA(Dead on Arrival). It gets dangerously hot and drains the battery to 0% rapidly even when the headset is completely powered off. This is a major safety hazard and a clear hardware defect (fire risk). I’ve been stuck in a support loop for 3 days with SIX different agents (Miley, Joyce, Morrison, Levi, Deejay, and Mea). One agent promised to escalate this to a "Specialized Team" but the next day I just got another generic template asking for the same info I already sent. It’s clear no one is actually reading the case history or taking the safety risk seriously. I’m not waiting weeks for a standard RMA on a brand-new device. I’ve already offered a Security Deposit for an Advanced Replacement so Meta has no financial risk. Also, since my Horizon+ trial is running while the device is unusable, I expect at least 30 Euro in Quest Cash for the downtime and this terrible experience. If Meta can't authorize a deposit-based replacement for this controller immediately, I’ll just return the entire Quest 3 unit to Amazon for a full refund. A retail return of a defective unit will cost Meta significantly more in fees and lost value than just shipping me a working controller now. Can a moderator please escalate this to a Senior Supervisor? Thanks
2+ Months Waiting on Meta RMA Replacement – Address “Validation” Loop With No Resolution
I’m posting this because I honestly don’t know what else to do at this point. I sent my Quest 3 (512GB refurb replacement) back to Meta over 2 months ago under RMA. Here’s the timeline: I sent in the headset AND controllers December 2025 Meta returned my controllers within 1–2 weeks saying they weren’t needed The headset replacement was supposed to ship Then the shipping process stalled due to “address validation issues” Now here’s where it gets ridiculous. Meta’s system says it cannot validate: My home address My neighbor’s address My in-laws’ address (which has existed for 20+ years) They even tried processing under an alternate address and their system still rejected it. Meanwhile: They have already shipped items to my address before (the controllers came back fine) This has been documented as “urgent” I’ve been told multiple times that a “specialized team” is investigating I keep being asked to provide yet another address At this point I’ve provided multiple legitimate, residential addresses and their system flags all of them. So where exactly am I supposed to have this sent? A police station? This has now been dragging on for roughly two months with no replacement shipped. Has anyone else experienced Meta’s system refusing to validate completely normal addresses? If so: How did you get it resolved? Is there a specific escalation path that actually works? I’ve tried being patient and cooperative, but this process has been exhausting. I just want the replacement headset that I’ve already returned my device for. Any advice is appreciated.