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Do Not Buy a Oculus - There is NO Customer Support

littleisabelle
Level 2

Hi everyone,

Like thousands of other people I am very frustrated with Meta/Facebook. Just like their ads platform, there is ZERO customer service for their VR product.

The support team is based in Philippines and reciting scripts - taking no action or getting anything sorted. I am surprised Facebook doesn't just use a bot.

The product quality is poor and breaks very easily. So naturally, sent it in for a replacement. I don't think I am ever getting it back. Every response is 'be patient we are looking into it'. 

Now my main point, I understand Mark Zuckerberg has a vision for the metaverse. This is why Facebook was rebranded to Meta and a focus has been put into VR and oculus. However, I think until Meta can have REAL CUSTOMER SUPPORT like Apple, the metaverse will stay only a dream. 

My 2 cents

Disgruntled customer,




32 REPLIES 32

ChaosKrew
Level 3

On my last email they forgot to put my name in one spot that said "customer name"  lmao.  Terrible service!

yakkiescave
Level 4

Did u ever receive your quest back I've been waiting 6 weeks now. 

stsmith69
Level 4

Same - 2 months without a headset, 40 days since they received the refurb they sent out that was broken.

FunkyTanuki
Meta Quest Support
Meta Quest Support

Howdy from Texas!

 

I'll be the first to say that the experiences mentioned in this thread are not the result the support wants for our user base. I want to help make this right. I'd be more than happy to help look into your active tickets and give any update on where they are currently if you PM me with the ticket numbers you have as well as answer any questions here in the thread. I do ask that you don't post any personal info regarding your account and instead send it to me in PM, any other questions I can answer here. Thanks y 'all!

"Swap meat for chrome, live a BD fantasy, whatever, but at the end of it all, it's the code you live by that defines who you are. " - Johnny Silverhand

I've spoken to many many customer support agent and all I get is "I understand your frustration and Thankyou for your patience and we're doing everything we can" and then a couple of days later I'll message and get the same thing again. All we want is what we paid for and most companies would replace with new equipment not used and from what I've read many times still broken "refurbished" rubbish. Just send us what we paid for. 

I went ahead and edited your response to remove the ticket number. I'll look into the ticket right now and I'll pm you in a couple minutes to touch base. I'd rather keep ticket discussions in private to help prevent the leak of anyone's personal info

"Swap meat for chrome, live a BD fantasy, whatever, but at the end of it all, it's the code you live by that defines who you are. " - Johnny Silverhand

Feel free to reply in the public lobby I don't mind and it might help others. 

I'm not scared 0f people using my personal info or I wouldn't be on Facebook 😉

Okay no worries, we can talk through the thread. Just know that any personal info sent I have to remove per our guidelines. I hope you understand. As for where I am on the ticket. I've got your RMA and information in front of me. Being that this is a tricky issue I'm gonna get with our specialist team and see what we can find on the whereabouts of your headset and how far along it is in the process. If it takes to long, expect at least small updates about every hour until I get an answer.

"Swap meat for chrome, live a BD fantasy, whatever, but at the end of it all, it's the code you live by that defines who you are. " - Johnny Silverhand