In october, I bought an Oculus Quest 2.
I immediately noticed a stuck pixel in the right eye, so I returned it through the Oculus RMA process.
BIG MISTAKE ! I should have gone through Amazon process, because now, I'm stuck in Oculus support hell :
At first they've asked me to take some software screenshots of a hardware problem... like if it was even possible. It was hard but I was able to make a photo in the dark. They finally validated it and received my package pretty quickly (normal, this was my part of the job...). So far, so good, until...
They told me they've lost it and that they needed to make an investigation. A week later they found it back and told me that it would take 2-3 days before they ship my Quest 2 (ah ah). It was two weeks ago.
In total, I've been contacting support almost every day for a month. The support team is nice but they can't do anything at all, they just throw you generic answer like: "Thanks for your patience", "We will get back to you by mail" (never received a single one). One day, they tell me it's shipped, next day, they tell me that it's still in warehouse... I can't trust them anymore.
I want to play with my Quest 2 that I own and that I payed for ! The saddest thing is that I kept on buying games on the Oculus App during black friday. But I can't play any.
I know I'm not alone, there are plenty of these horror stories on reddit, at the end, people receive a refurbished broken Quest 2 that they needed to RMA again.
So, my advice for people who want to send their Quest 2 back:
If someone survived RMA, please speak up !
And if someone is starting legal action against Oculus, I'm in !
Exact same issue here, 3 months have gone by since they received my Quest, it was a simple proximity sensor failure, should be quick to replace, but I keep getting these generic support replies (over 20 emails) with absolutely no information on where my device is, how long it will take or anything.
This should honestly be illegal to do, it's fraud.