Can't buy Warranty Plus — "Error performing query" (serial mismatch after Meta Lab Store purchase)

On September 15, 2026, my husband bought me Meta Adventurer Standard (Merlot / Transitions Ruby Lenses) at the Meta Lab Store.

The problem:

- The serial number on the receipt and on the box does not match the serial number shown for the glasses in the Meta AI app (the app also shows a separate case serial). The box was factory sealed; I opened it myself.

- When I try to purchase Warranty Plus using any of the serial numbers I have, I get "Error performing query" and cannot proceed.

- I have all serial numbers documented with photos (receipt, box label, Meta AI app screen, error screen) and can share them privately with Meta staff.

Meta's official help page (https://www.meta.com/help/ai-glasses/2424115821318157/) states: "Warranty Plus for Meta Glasses can be purchased at the time of device purchase, or standalone after activation (within 60 days) via the Meta Warranty Plus page using the device serial number." My device was activated on September 15, 2026, and my first purchase attempt was within 24 hours — well within the 60-day window.

However, the chat agent insisted that Warranty Plus "can be provided only at the time of device purchase," which contradicts Meta's own help page. She never addressed the serial number mismatch, never answered my repeated requests for a supervisor or escalation, and left the chat without resolving anything. Additionally, the store associate never offered Warranty Plus at the time of purchase.

What I am asking for:

1. Fix the serial number / device registration so that Warranty Plus can be purchased (or process the Warranty Plus enrollment manually).

2. Given the registration defect, the contradictory support information, and the hours spent on this, provide Warranty Plus complimentary.

I also have full transcripts of both chat sessions and I'm happy to share anything privately with the Meta team.

Thank you.