u/zhou94

I am sharing this story for those who are considering buying any Meta products or have warranty issues and want to get a replacement. Summary: Don't expect Meta to send you a replacement after sending in your broken device. Had I known this could happen, I would not have even bought a Quest 3. I have had other warranty replacement experiences from other companies (ex. Apple) and those have all proceeded smoothly, Meta is uniquely awful. Hopefully I can save others from a similar experience if they find another VR headset from a more honest company.

I bought a refurbished Quest 3 from Meta last December. Last month, I had repeated alerts that the fan was not working, and the unit was overheating and just shutting down, so I looked into warranty options.

There is an "advanced replacement" option from Meta where you send in the broken device, and they simultaneously send you the replacement device. The only catch is that they put a credit hold on your account and if you don't return the broken device in 30 days, you will be charged for the total amount.

I sent in my broken device about a month ago (confirmed delivered and signed for), but still have not received even the tracking information for the new one. I have gone back and forth with Meta support numerous times, where they keep saying I "haven't provided the relevant information" and they send me the exact same email (6 times at last count) to "provide the details" but there is no way to provide details in the email. After repeatedly telling them I could just provide the details in the chat, they say that the system does not work this way, and they need to look into it further and opened a case number.

And now the month is almost up, I am further concerned that Meta will charge me $500+ for "not sending in the device" (the system shows I haven't sent the device in, whereas the tracking number for the return literally shows it was received and signed for). So not only will I have been defrauded of sending in a device and expecting a replacement, I will potentially also be charged $500+ for nothing at all.

So basically I have sent in a broken device expecting to receive the replacement in days (like Apple replacement), but instead there has been no replacement for weeks, and potentially I will also be charged $500 for nothing at all. And there does not seem to be any way for me to rectify the situation (I submitted a BBB complaint, but Meta has 10,000+ complaints it hasn't responded to...).

I am sharing this story for those who are considering buying any Meta products or have warranty issues and want to get a replacement. Summary: Don't expect Meta to send you a replacement after sending in your broken device. Had I known this could happen, I would not have even bought a Quest 3. I have had other warranty replacement experiences from other companies (ex. Apple) and those have all proceeded smoothly, Meta is uniquely awful. Hopefully I can save others from a similar experience if they find another VR headset from a more honest company.

I bought a refurbished Quest 3 from Meta last December. Last month, I had repeated alerts that the fan was not working, and the unit was overheating and just shutting down, so I looked into warranty options.

There is an "advanced replacement" option from Meta where you send in the broken device, and they simultaneously send you the replacement device. The only catch is that they put a credit hold on your account and if you don't return the broken device in 30 days, you will be charged for the total amount.

I sent in my broken device about a month ago (confirmed delivered and signed for), but still have not received even the tracking information for the new one. I have gone back and forth with Meta support numerous times, where they keep saying I "haven't provided the relevant information" and they send me the exact same email (6 times at last count) to "provide the details" but there is no way to provide details in the email. After repeatedly telling them I could just provide the details in the chat, they say that the system does not work this way, and they need to look into it further and opened a case number.

And now the month is almost up, I am further concerned that Meta will charge me $500+ for "not sending in the device" (the system shows I haven't sent the device in, whereas the tracking number for the return literally shows it was received and signed for). So not only will I have been defrauded of sending in a device and expecting a replacement, I will potentially also be charged $500+ for nothing at all.

So basically I have sent in a broken device expecting to receive the replacement in days (like Apple replacement), but instead there has been no replacement for weeks, and potentially I will also be charged $500 for nothing at all. And there does not seem to be any way for me to rectify the situation (I submitted a BBB complaint, but Meta has 10,000+ complaints it hasn't responded to...).