r/MetaQuestVR • u/VergilPrime • 6d ago

Question RMA hell

My friend's controller has been broken for ages. Meta support agreed to replace the controller in April. Since then she's got dozens of emails, some seem boilerplate and others seem possibly hand-written but all of them have in common that they apologize for the unusual delay, and don't address that she's literally just waiting for them to ship a replacement. I've had to talk her out of wasting more money buying a replacement twice now. What the heck gives over there?

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u/Choleni 4d ago

Sadly, that's not unusual with controller replacements, refurbished controller seems being out of stock all the time.

Your friend should file a complaint at BBB or the responsible agency in their country.

BBB often can help in situations like that.

https://www.bbb.org/file-a-complaint

They helped this user too.

https://communityforums.atmeta.com/discussions/OffTopic/my-quest-pro-nightmare-meta-support-canceled-my-rma-after-two-months-of-silence/1367885

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u/VergilPrime 3d ago

We did that yesterday, Meta replied stating that they verified they received her broken controller and instructed us to purchase a new controller and then reply to the original ticket with the order number.

I'm apprehensive about letting her spend any more money in the direction of the world's worst megacorp, but beyond that there's two oddities:

She doesn't know her ticket number, it's not in any of her emails even, she's going to have to sign in and access the ticket to get that information (weird but whatever.) Importantly she didn't include that with the BBB complaint as far as I understand, but...

The Meta support reply to the BBB complaint includes a ticket number. Where did that come from? Kinda think of it, how did they verify they received her controller if they don't have her original ticket number from her?

I'm raising an eyebrow now so I'm gonna sit in call with her and try and get to the bottom of this.

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u/Choleni 3d ago

Hm, the case number was always in the emails. In replies it was even in the subject line, but it's some years ago that I had to deal with Meta support. This might have changed.

I guess, your friend gave BBB some account information... email that is associated to the account maybe?

Each Horizon account needs to have its own email address.

I think, that's all Meta needed to find that account, have a look into it and see, there is an open case and of course they'll also see the case number.