Meta support has been a nightmare with my Quest Pro warranty replacement (Brazil user)asd
Hi everyone,
I honestly don’t know what else to do at this point, so I’m posting here hoping someone from Meta or the community can help.
After only 4 months of use, the face tracking on my Quest Pro stopped working completely. Since the headset was still under warranty, I contacted Meta support to request a replacement.
The first problem: Meta told me they don’t provide warranty support in my country (Brazil).
Because of that, I had to pay around $300 in export taxes and shipping costs just to send my Quest Pro headset to a friend in the United States so the RMA process could continue from there.
In the support emails, Meta explicitly told me to send ONLY the defective headset... no controllers, no cables, no accessories.
So I followed their instructions exactly.
Weeks later, after spending all that money and waiting for the headset to arrive at Meta’s warehouse, I suddenly get told that they actually cannot replace only the headset, because they only have replacement for full kits. Now they’re saying I need to send controllers and cables too.
The problem is:
- I was NEVER told this before. I was told to send only the defective headset.
- I specifically followed the instructions from Meta support.
- Sending my controllers and cables from Brazil to the US would cost me another ~$200 to $300 in taxes and shipping.
I tried everything I could to find a solution:
- I offered to pay separately for replacement controllers and cables.
- I asked if they could simply open the replacement box, remove the controllers/accessories, and send me only the headset.
- I asked if I could provide fully functional controllers and cables from another person already living in the US instead of shipping internationally again.
- I asked if there was ANY alternative solution so I wouldn’t need to spend hundreds of dollars again because of conflicting instructions from support.
Every single response I get is just a generic copy-paste email rejecting every possible solution without any empathy, flexibility, or real attempt to help.
I’m honestly exhausted and extremely stressed by this whole situation. I already spent a huge amount of money trying to follow their process correctly, and I still feel completely unsupported.
Has anyone dealt with something similar? Is there any way to talk to someone at Meta who can actually help?