Meta Reality Labs — Local services in Burlingame

Warning to meta quest users. below is a final email in a thread of emails between myself and meta regarding their meta quest products and product failures when they occur.......

"Ok, let me see if I understand this. Meta sells me a brand new unit. That unit fails under warranty. I loose apx 2 months of that warranty in trouble shooting, shipping the unit back, waiting for meta to diagnose and approve a replacement and waiting for return shipping. I receive a “refurbished” replacement under warranty that also fails, right out of the box. I received constant error messages in the headset saying “headset charging at a slower rate” as well as the unit (sporadically) dying in the middle of use with no warning. It’s clearly time for me to troubleshoot the problem. Meta’s website faq suggests trying new a cord….purchased 2 new meta approved cords, same problem. Meta suggests a new 18w meta approved charger….purchase 1, same problem. meta then suggests issues with 3rd party accessories. I remove the bobovr head strap and battery…..same issue. I purchase a new bobovr head strap….same issue. I then find, on my own that the charger port on the “refurbished” unit is faulty, as it flickers when touched or jarred causing random charging, not accepting a consistent charge from the bobovr battery, as well as crashes and error messages when using….very frustrating !! I contact meta support only to find that this “refurbished” unit is now out of warranty by 18 days. Disappointed, I ask for instructions to return for repair and find that meta does not service nor repair their meta quest line of products…..frustrating again !! Meta does however offer an “out-of-warranty replacement program”. As this is now my only option for a properly operating unit, I ask about cost and learn that there is an “out-of-warranty replacement program” unit with a reduced cost of $359. I ask if I am paying for new controllers, charger, cords and head straps in that cost as I don’t need them. I am informed that those are not included in the $359 “refurbished” replacement cost. I ask if the “refurbished” replacement comes with a full warranty and, I am told that it comes with only a 3 month warranty. Hmmm….reflecting back on this entire 12 month process I question how much thought meta has put into their customer service / customer relations process. Maybe take a minute to understand my position; I buy a new unit it fails. I burn 2 months of a 12 month warranty dealing with trouble shooting and shipping time. I receive a “refurbished” replacement unit that fails out of the box, obviously not properly repaired or tested before shipping to the consumer. My trouble shooting process leads me to the meta troubleshooting site. Following the steps at this site i 1-replace the cord with a meta approved cord $25 2-replace the power adaptor $40 3-purchased a new bobovr head strap $89 Total $149 not including shipping, And still the unit does not consistently receive power at the headset input. Then when emailing back and forth with meta customer service rep, I am offered a solution. There is a special “out-of-warranty replacement program” for a price of $359 which does not include controllers $150, charger cord $25, power adaptor $40, quest 3 head strap $35. I am not sure how well the meta folks thought this through…..when I add all of these pieces together it totals $609. The cost of a brand new quest 3 is $499 at any meta quest retailer and that includes a full 12 month factory warranty opposed to the 3 month “out-of-warranty replacement program” special !! When added together the cost of this meta product failure to date has cost me $499 if buying a new replacement or, $758 ($149 + $609) dealing directly with meta, not to mention apx 5 months of 15 months (2 months + 3 months) of down time or, 33% reduction in usable time !! “The math ain’t workin” and, neither does my and, neither does my meta quest 3 or the solutions offered.

The “out-of-warranty replacement program” is indeed a win for one of us, but...

The simulated surroundings were not as realistic as I thought they would be but it is coming along. I think the fact that it is wireless is their greatest improvement lately, and expect graphics to improve. There are better headsets around if you are willing g to pay a lot more....these are relatively inexpensive. Facebook is one of many playing g in the metaverse, and are not the leaders of the pack but provide an inexpensive way to get...

I actually never visited yet, there’s no number to call to schedule an appointment, to make a purchase. If/when I do visit (likely a ‘when’ scenario’) I will be visiting to purchase a pair of FB Ray-Bans. Ideally I can get a pair with clear (non-tinted) ‘shades’ as I rather enjoy the sunlight in my eyes.

I do, however, recognize the usefulness of shaded glasses for vampires, and other humans with light...