Glasses are great but warranty is a nightmare.
Bought a pair of Meta Ray-Ban Gen 2 glasses last year and honestly they were amazing… until recently.
Out of nowhere they basically stopped working right. At first I thought the battery just died because they’d only respond while sitting in the charging case. After messing with them more I noticed something really weird — the physical buttons are completely dead. The capture button on the right arm does nothing, they won’t play music properly, the whole touch control is gone. BUT voice commands still work perfectly. If I say “Hey Meta,” I hear the little chime, the LED inside lights up, and it can STILL snap a picture and send it to my phone. So the glasses aren’t actually dead.
And then the support nightmare started.
First I went back to the LensCrafters where I bought them and they told me I had to go through Meta/Ray-Ban support directly. So I tried finding warranty help online and kept getting punted to old Oculus pages that wanted serial numbers that didn’t work.
Tried calling support:
· The AI phone system just loops and sends you back to the website
· The website rejects my serial number over and over
· Actual human support is basically impossible to reach
Eventually a LensCrafters employee helped me figure out the serial number issue. Turns out the serial has characters like “0” and “O” that look identical in that tiny font. Mine literally has “L00K” in it — which I read as “LOOK” because… they’re glasses. Of course I did. By the time I finally got the serial accepted and a service request opened, my warranty had expired by just a few days.
What makes this worse: I specifically remember paying for extended/additional coverage. They told me even accidental damage would be covered as long as I brought back part of the glasses. So I was never worried.
Now my service request just says:
“Check your inbox, print attachment, and bring to LensCrafters.”
No email. No attachment. Not in spam, not anywhere.
And the portal now says warranty expired.
Service request #: 11296988
Has anyone else been stuck in one of these support loops with Meta Ray-Bans / Ray-Ban support? Especially where the delays from their system just push you right out of warranty? I have no idea what to do next.