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Where is my headset that you sent an RMS for 7 weeks ago?

cabinscape
Level 2

I have never been the recipient of such awful customer experience. After multiple attempts to remedy a faulty Guardian on my original Quest 2 headset, I was sent an RMA (return material authorization) to have my headset replaced. I was advised that the headset was received on April 15th. Today is May 21st and not a single customer support agent can tell me why a new or refurbished device hasn’t been returned to me. This is my property and I deserve to understand what the complication and or issues are. I really hope to resolve this immediately. 

1 REPLY 1

OculusSupport
Community Manager
Community Manager

Hey there. Thank you for bringing this to our attention and we apologize for the delay! This is not the experience we want you to have. We were able to find your ticket and update the agent handling your case. They will reach out to you as soon as possible!