I’m reaching out to the community after running into a wall with Meta’s customer service regarding my Quest 2. The saga began in early December when a gyroscope failure led to a physical injury. Meta agreed to replace the unit, but what followed has been a frustrating mix of delays, defective replacements, and customer service mishaps, severely impacting my work as a developer and adding unnecessary stress.
The Journey So Far:
• Initial Replacement Delay: The process, which was supposed to be quick, stretched well into January, disrupting my projects.
• Defective Replacement: The refurbished Quest 2 I received had significant issues: chromatic aberration, lens misalignment, and poor battery life, making it nearly unusable for both work and play.
• Customer Service Challenges: Despite returning my original unit with a provided UPS label (and having delivery confirmation), I’m still being threatened with charges for not returning the headset. This confusion seems to stem from Meta’s mishandling of their own return labels.
As of tonight, the situation has not improved, and the threats of being charged remain, despite my repeated attempts to resolve the issue and provide proof of return (I have attached the delivery receipt from UPS in 3 WhatsApp chats, to 6 front line agents and 4 “next level of service” agents and each of them have told me they dont have a record of a delivery receipt sent previously, but I have the chat and email history to prove it.
i have heard bad stories that if I raise to much of a Tully’s the’ll shut communications down on me altogether and brick my account. Petrifying as this is my primary source income. . .
I’m at a loss and could really use the community’s advice. Has anyone else experienced similar issues with Meta? How did you manage to get them resolved? Any suggestions on how to effectively communicate with Meta or escalate the issue would be greatly appreciated.
Thank you in advance for your help and insights. It’s been a tough couple of months, (today will be day 61 with the issue unresolved) and any guidance on how to navigate this would be a relief.
My sincerest thanks.
Hey there, @HappyPlaceTrvlr! We're very glad to see you've sent us a PM! We're eager to look into this issue for you, so please get back to us there when you get a chance. We'll be looking out for your next message!
Unfortunately I have not heard from the Meta store support team since early morning on the 10th, despite my having sent 2 emails wherein I told them it was urgent. The level of service was so incredibly poor in the early morning reply I received on the 10th. even though an advanced replacement is secured with a credit card, and with all of the trouble I have experienced in about 70 days of dealing with this, the ironically titled “next level of service agent” would not let me do the advanced replacement option and without explanation, even though multiple front line and next level of service agents before her had told me that the advanced replacement path is the one I would be taking if i wanted to choose that option. But when I asked requested reconsideration, communications ceased and I have heard nothing since the morning of Feb 10 (4 days).
here is the email I sent in reply to her rather dismissive and non-customer friendly email.
subject: Request for Reconsideration
Subject: Immediate Response Required Regarding Quest 2 Headset Replacement
And still I have heard nothing from them. Sadly, I know that I am just a number meta and that if I attempted to push back, I would be the one to suffer, as is documented extensively in dozens if not hundreds of war hand accounts of getting poor service from meta store support. Also from those accounts I have come to understand that if I chose to take it further, the very well funded legal team at meta has a budget larger in a day than I make in a year. It doesn’t mean i wouldn’t attempt it, but it does mean that my level of patience is nearing and end having been pushed into a corner of choosing to put my Oculus/meta Quest memories in my past and walk away or take further action of a more formal sort. Neither seems optimal when this is about a headset that was Metas problem that they dumped on me instead of completely refurbishing it and getting me one that was both in full working order AND that kept their commitment to me after my injury.
j appreciate Meta Community support as you are the one highlight in service, even though your team doesn’t have the necessary tools or permissions to help resolve this issue. And I thank my fellow community members who have written me personally on X and discord and email for your support, and I definitely understand why you didn’t respond here or by a meta-based DM.
if anyone has other ideas, I would be so grateful. Have a positive and powerful day, everyone.