After recent software update debacle, Meta simplifies exchange process for broken Quest VR headsets
After the malfunctioning update, most Quest headsets should work again. Others will be replaced.
According to Mark Rabkin, VP of HorizonOS and Quest MR devices at Meta, most users can now use their Quest 2 and Quest 3S as normal. Anyone still experiencing problems should contact customer support. A simplified process has also been implemented for Quest 2 and Quest 3S to verify eligibility for a replacement unit.
Here is the tweet from Mark Rabkin:
Update on Quest 2 / 3S software: almost all can now use device normally — but if you're still stuck contact consumer support and we'll fix you up. For Quest 3S we now also have an easy flow for you to check eligibility and request a replacement.
Customer support links can be found at the end of this article in the reference section.
Software update disables Quest headsets
Meta previously confirmed an issue with a software update that caused the Quest 2, Quest 3 and Quest 3S to stop responding or not start properly. As a temporary fix, the company recommended pressing and holding the on/off button for 45 seconds.
A Meta Community Manager recently stated on the official forums that the work is still ongoing, but that most cases have been resolved. The exact cause of the issue has not yet been revealed.
According to user reports in forums and on Reddit, the issue was particularly common with older headsets that had not been used for a long time and new Quest 3S headsets. Attempts to update the firmware rendered the units unusable. The Quest 2 was more commonly affected than the Quest 3(S).
For some users whose units were out of warranty, Meta initially offered a refurbished unit for $150 as the least expensive replacement option.
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