Meta had a major issue with a software update that bricked many of its Quest 2, 3, and 3S headsets. Meta’s unwillingness to help brought on many angry owners, but it seems like the company is now willing to fix the problem it created.
At first, Meta’s customer support told users whose warranties had expired to buy new headsets, which upset a lot of customers. Many people found their headsets stopped working after trying the update and received a message saying their device was corrupted. Trying to reset the headsets didn’t help either. This was especially troubling for those who had just bought the headsets as Christmas gifts.
The company’s initial decision not to help customers with out-of-warranty devices led to negative publicity. Even if the devices are out of warranty, Meta’s own update caused the issue. Meta’s initial reluctance caused a lot of discussion and concern in online forums, where users shared their experiences and warned others not to update their devices. When users talked about their issues online, Meta said it couldn’t help directly in those forums because of privacy concerns.
After receiving a lot of negative feedback, Meta changed its approach and announced that it was working on a fix for the software problem. The company posted that it was actively trying to solve all users’ issues and that most devices were now working properly. The company also made changes to how it rolls out future updates.
Meta initially deleted the forum post that gave a bad response before adjusting their response to what is up now. Thanks to a Reddit post about the situation, everyone can be aware of how this all happened. One Reddit user reported that Meta told them the headset was broken and that the user needed to buy a new one. When that user contacted Meta again, the company allegedly apologized and offered them a $10 credit.
Don’t worry about updating your device, because Meta temporarily paused the problematic update and released a different version, resolving the issue for many users. I was lucky enough not to use my Meta headset during the update, so I missed the problems altogether. However, if you weren’t able to get your device fixed, you should reach out to customer support for help.
Sources: Meta Forum, Reddit, 9to5Mac
