Case #09781090: Ray-Ban Meta Display — "Hey Meta" wake-word failure + missing Microphone adjustment toggle
I'm posting here because over two weeks and sixteen agents on Meta Store Support case #09781090 have not resolved two documented software issues with the Ray-Ban Meta Display. I'm a five-pair Meta glasses owner (Ray-Ban Stories, Ray-Ban Meta Gen 1, Oakley Meta HSTN, Oakley Meta Vanguard, Ray-Ban Meta Display) reporting this in good faith so it gets in front of the product team.
Issue 1: "Hey Meta" wake word fails when glasses are worn normally
- Repro: Wear the Display normally and say "Hey Meta" — frequently no response. Physically lift/push the glasses up and away from the face — the wake word registers.
Expected: Wake word registers while worn normally, as on my other four pairs.
Evidence it's not hardware or phone-specific: Identical behavior on two phones (Galaxy S24 Ultra, Galaxy Z Fold 8 Ultra) and two pairs of the Display, including a replacement. Call audio is fine — the failure is specific to the wake word.
Support's own troubleshooting was completed: HD Audio (AAC) toggle does not exist for this device in phone Bluetooth settings; the 12-second "hold back" reboot does not apply to the Display's power switch (it locks in the off position); a full unpair / app-cache-clear / re-pair changed nothing.
Issue 2: Microphone adjustment toggle missing on the Display
The "Microphone adjustment" toggle (app > Settings > Glasses and Privacy > Your Glasses > Microphone Troubleshooting) is present on all four of my other pairs and absent on the Display — Meta's most expensive glasses. A full reset and re-pair did not restore it. This looks like a software omission, and I'm requesting it be added to the Display via software update.
Issue 3: RCS readout on Galaxy Z Fold 8 Ultra
RCS message readout worked on the S24 Ultra and broke on the Z Fold 8 Ultra. Support has confirmed the notification bug directly impacts RCS readout — acknowledged, and I'm awaiting the fix.
On Oct 6 support offered its first technical theory for the break: readout only works when Google Messages is the default SMS/RCS app, because Samsung Messages uses proprietary APIs the glasses can't read. I tested it myself on Oct 7: Samsung Messages has been discontinued — Google Messages has been my default on BOTH phones, with RCS on. The theory is impossible. Further, readout works when I turn RCS off (messages arrive as SMS) but fails when RCS is on — the defect is RCS-specific, not a default-app issue. I sent a same-day rebuttal with these results. The deadline passed with no supervisor review, no engineering ticket, and no substantive answers.
Support history (summary)
Sixteen agents have handled the case. Responses have included: a request for fit photos as a precondition for escalation (declined, then provided anyway), a diagnosis blaming facial structure and perspiration ("no technical workaround"), a relabeling of the existing support case number as the requested engineering ticket, a generic checklist addressed to the wrong name, and a request for replacement paperwork after a replacement pair already demonstrated identical behavior. The eleventh agent admitted on the record that the wake-word issue "points to a software or firmware conflict rather than a hardware defect" and that "pushing a replacement pair on you right now will not solve this" — then offered replacement as "the only option" in the next paragraph. After that, the thread cycled back through generic holding replies addressed with a "Welcome back to Meta Store Support!" opener, as if I were a new customer — ignoring the software admission entirely, with no ETA, ticket, or answers.
Then, on Oct 11, the thirteenth agent made the thread's biggest development yet: a second on-record admission that my findings "clearly isolate these behaviors to the software integration layer rather than localized hardware faults," paired with the first official position statement — Meta Store Support cannot log engineering tickets, generate tracking references, access a supervisor escalation queue, give compatibility timeframes, or add the microphone toggle. Any fix can only come via future public software updates. And then, in the same email, he offered another replacement — after the thread's own earlier admission that replacement "will not solve this" and my formal declines.
Hours later, the fourteenth agent replied with a pure holding reply — "still looking into it, updating you in the soonest possible manner" — ignoring that position statement and my same-day reply to it entirely. The thread reset again, the same day.
Late that same night, the fifteenth agent sent another full troubleshooting reset — every item already completed on the thread — while making two statements worth banking: Meta is "unable to confirm a specific timeframe for when a fix will be made" (the first on-record no-timeframe admission), and the mic "can be blocked against the face; lifting the glasses unblocks it" — exactly the mechanism documented since day one. Minutes later, Meta's system marked the case "resolved" with nothing fixed and none of the outstanding asks answered. I refused the closure, demanded the case be reopened, and flagged it for the BBB record.
The next morning brought the sixteenth agent with the most complete thread reset yet: a fresh-case template that didn't use my name, asked me to redo the October 6–7 checklist, and theorized my phone change broke notification permissions — disproven by my own RCS on/off test and by Meta's own earlier confirmation that the notification bug directly impacts RCS readout. Twelve days in, each reply reads as if the thread starts from zero.
Requested actions
Formal engineering ticket with a reference number, plus supervisor review.
Rough timeframe for the Galaxy Z Fold 8 Ultra compatibility fix.
Confirmation the wake-word issue is tracked as its own independent software issue.
Commitment to add the Microphone adjustment toggle to the Display via software.
The case reached October 7 with no supervisor review, no engineering ticket, and no substantive answers. A formal Better Business Bureau complaint — with the full support thread, all the agent exchanges, and the evidence screenshots attached — was filed on October 7 against Meta Technology Company (official BBB case #25364491, currently live); Meta normally has about 14 days to respond. Since filing, Meta closed the case as "resolved" with nothing fixed — that closure is being added to the complaint record. I would still prefer Meta resolve this directly.
Other owners reporting the same symptoms:
https://www.reddit.com/r/MetaRayBanDisplay/comments/1vndlgx/hey_meta_microphone_issues_a
https://www.reddit.com/r/MetaRayBanDisplay/comments/1qxnyyq/mic_issues/
Update (Oct 12): At the support agent's request I filed an in-app bug report via the Meta AI app (Display 0049, Glasses Hardware) with logs and diagnostics shared, covering both the wake-word failure and the RCS readout issue.