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I don't think we will ever get a replacement oculus (please join if you are in the same situation)

littleisabelle
Honored Guest

**REPOST, AS MY PREVIOUS POST WAS BLOCKED**

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'.  I would rather them say "we can't do refunds or replacements", rather than "please be patient". This is horrible.

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, the metaverse will stay only a dream. 

I can't understand for a company worth billions of dollars, what is the issue being like any NORMAL company and sending out a brand new replacement. Not "waiting" on some refurbished junk.

PS: Still waiting and its been several months. Have a feeling it's never coming.

*******I want to see how many of you out there are in the same situation and maybe we can do something together. I am guessing the number to be well within the thousands.**********


My 2 cents

Disgruntled customer,

11 REPLIES 11

stsmith69
Protege

I'm in the same situation and can't believe they blocked your last post when none of our issues were resolved.  I sent a pm to @PrincessPeeches but it was ignored. The customer service is terrible! 

 

They told us to pm their support with our ticket numbers, which we did.  Then they ignore all our posts and come back with the same "thank you for your patience" and block your post to try and silence us.

 

How can a "logistics specialist" not be able to provide an ETA of shipment?  They know how much stock they hold, they know how much stock is on order and will have arrival times and they know how many need to be sent out and have those in a queue.  It's logistics 101!

 

There has to be more to this.

 

@MetaQuestSupport how about you just issue us all refunds so we can get next day delivery on Amazon on a new Quest or go and buy a different device with better customer service?

Oli_0707
Explorer

Yes. Similar for me. Authorised a replacement. 3 weeks on still nothing. I have to keep starting chats and get the same. We’re sorry. Bear with us. 

krazyivan008
Explorer

i have read alot of oculus users complaints in the forums and im also having the same issue as them as in not getting my replacemet all oculus sent back to me were my controllers and they were sent back in a bad state all scratched up covered in marks and dirt,what i was getting at is there anyway we can make a class action against them for what they are doing im in australia and due to oculus not having a company based here i cant even get the fair trading system involved i can't even take legal action against them 

i have read alot of oculus users complaints in the forums and im also having the same issue as them as in not getting my replacemet all oculus sent back to me were my controllers and they were sent back in a bad state all scratched up covered in marks and dirt,what i was getting at is there anyway we can make a class action against them for what they are doing im in australia and due to oculus not having a company based here i cant even get the fair trading system involved i can't even take legal action against them 

bebguin
Honored Guest

I'm in exactly the same boat, mine arrived three weeks ago on monday, and I've received the same "be patient" and being passed between multiple agents.

 

This is getting out of hand, the original email stated an estimated 3-5 day wait time for a replacement, and that's clearly not true. I'd rather they just said "a few months" so I wouldn't be sat here stressing about it. 

 

Meta need to sort this out, their customer support has been so terrible for ages, and honestly if they don't have any replacement headsets they should just come out and say it, not lead us on for months.

CrazyparrotAdele
Explorer

Still waiting for a replacement left controller 8 weeks on.

 

only had it for 3 weeks after new purchase and now it’s spent more than twice that time waiting for a replacement….. 

Oli_0707
Explorer

Crazy isn’t it. Can even speak to anyone. Only message and get the same response. They admitted they received mine. But it wasn’t scanned to the correct shelf. So they have to get logistics to conduct an investigation to find it. Then will replace it. Well if it’s their error surely replace and the. Find their lost item in their own time. I’m so infuriated by it. Will never buy a meta product again. So poor. Got this for my sons birthday. He’s going to be so disappointed when I have to explain what’s happened and he can’t have it 

I just got my replacement that’s reconditioned unit and that one is broken as well. Good luck guys

Omg. That’s so poor isn’t it   And you can’t speak to anyone who cares. So poor. I’ll never buy meta in my life again after this.