Meta Swaps Out Unresponsive Quests for New Versions

Around the holiday season, some Meta Quest users found themselves holding non-functional headsets, which felt more like bricks than the VR devices they expected. In response, Meta has been working to address these concerns and is offering replacements for affected units.

Meta’s help site has been updated to reflect the situation: due to a software update glitch, certain Quest 2, 3, and 3S headsets have become unresponsive, hindering proper startup. While the company is actively resolving these issues for all users, they’re instructing those with persistent problems to reach out for further assistance. Most users should now find their devices functioning normally, but for any continued frustration, there’s a helpful link providing guidance on the next steps.

Mark Rabkin, Meta’s vice president overseeing HorizonOS and Quest devices, took to X.com to reassure users. He stated that while most devices should now be operational, anyone still experiencing issues should contact customer support for help. Specific mention was made of an easy process for Quest 3S owners to check if they’re eligible for a replacement.

Over the past week, some Quest owners who faced unresponsive devices after a botched software update were initially advised by Meta’s support to purchase new devices. However, updates to the company’s stance have led to some of these customers now being offered free replacements.

A personal experience with a Quest 2 highlighted the frustration firsthand. After trying to revive a long-unused headset on December 31, even tools like Meta’s Software Update Utility and a factory reset proved ineffectual. Using the support page, I attempted to see if a replacement was in the cards by entering the serial number, only to find the device wasn’t eligible. As of now, the headset isn’t entirely dead, but it stubbornly refuses to stay on the setup pairing screen.

We’re keen to hear how extensive this issue is and how many replacements Meta is providing. With the period between Christmas and New Year’s when many people revitalize their devices, understanding the scale and scope of these problems and their resolutions is vital.