Meta Tech Support

Meta tech support is abysmal. They have a very difficult time understanding what you ask, then when it seems they understand they just say "thanks for your feedback" and refuse to answer direct questions. It's maddening. If you enjoy vicarious rage-reading, you will love this little chat below:

[10:24 AM, 3/21/2024] David M. Cotter: on the web, when i go to https://www.meta.com/my/devices/ i see my two devices. i used to have a different Quest 3, but it was faulty so it was exchanged for my current one. my current SN is 2G0******2L6. however, when i go to my mobile app, and view "devices", it still shows my old one. this has been going on for 6 months. i would really like to have the old one removed from my account, when i view it in the mobile app (iOS)
[10:25 AM, 3/21/2024] Meta Store Support: Hello David . Welcome to the Meta Store Support page. Jimmy here, and I'd be pleased to help you out today.
[10:26 AM, 3/21/2024] David M. Cotter: the old device SN is: 2GO******337
[10:26 AM, 3/21/2024] Meta Store Support: Upon checking, you're having a concern about your old device showing on your Meta Quest mobile app. Is this correct?
[10:26 AM, 3/21/2024] David M. Cotter: can you please remove this from my account?
[10:26 AM, 3/21/2024] David M. Cotter: yes
[10:26 AM, 3/21/2024] David M. Cotter: it's just clutter and confusing
[10:27 AM, 3/21/2024] David M. Cotter: i did see this article: https://communityforums.atmeta.com/t5/Get-Help/Cant-remove-old-headset-from-my-devices/m-p/1109420#M246767
[10:27 AM, 3/21/2024] Meta Store Support: Can you provide a photo?
[10:27 AM, 3/21/2024] David M. Cotter: it suggests that it won't be removed from my account until it is refurbished and sold again to a new user, but this hasn't happened in over 6 months
[10:28 AM, 3/21/2024] Meta Store Support: May I know if you already factory reset the device before returning it?
[10:29 AM, 3/21/2024] David M. Cotter: i believe i did yes
[10:29 AM, 3/21/2024] David M. Cotter: but i don't remember
[10:30 AM, 3/21/2024] David M. Cotter: 1st screen shot is iOS app, 2nd is web app. web is correct, mobile is not. i've deleted and reinstalled mobile app, but error is persistent
[10:31 AM, 3/21/2024] Meta Store Support: If you already factory reset the headset before returning it then it is okay, since the previous device need to be activated once again before it disappear on your mobile app
[10:32 AM, 3/21/2024] David M. Cotter: but what if i did not?
[10:32 AM, 3/21/2024] David M. Cotter: can you just remove it from my account, without the device being activated again? what if it was scrapped for parts and therefore will NEVER be activated again?
[10:33 AM, 3/21/2024] David M. Cotter: why does the web app show CORRECTLY only my actual 2 devices?
[10:33 AM, 3/21/2024] Meta Store Support: You can do a remote factory reset by following the steps on this link:
[10:33 AM, 3/21/2024] Meta Store Support: https://www.meta.com/help/quest/articles/accounts/account-settings-and-management/remove-data-from-quest-no-access/
[10:33 AM, 3/21/2024] David M. Cotter: how does IT know that the other device should not be shown
[10:33 AM, 3/21/2024] David M. Cotter: i've told you several times the web app DOES NOT display the third device
[10:34 AM, 3/21/2024] David M. Cotter: ONLY the mobile app shows it, and there's no remote wipe ability on the mobile app
[10:35 AM, 3/21/2024] David M. Cotter: what if it has been scrapped and will never be turned on again?
[10:35 AM, 3/21/2024] Meta Store Support: Have you visit this link:
[10:35 AM, 3/21/2024] Meta Store Support: https://secure.oculus.com/my/devices/
[10:35 AM, 3/21/2024] David M. Cotter: yes. i told you.
[10:35 AM, 3/21/2024] David M. Cotter: that is THE WEB APP which DOES NOT SHOW the device
[10:36 AM, 3/21/2024] David M. Cotter: ANY URL YOU SEND ME TO will not show the device
[10:36 AM, 3/21/2024] Meta Store Support: Does the mobile app is the one used on activating the old headset?
[10:36 AM, 3/21/2024] David M. Cotter: the device ONLY shows in my mobile iOS app "Meta Quest"
[10:36 AM, 3/21/2024] David M. Cotter: sorry i do not understand that question
[10:37 AM, 3/21/2024] David M. Cotter: are you asking if i used the iOS app to register the original device? if so, the answer is YES, and when i did that, i saw it on the WEB app as well. When i got rid of the device, it no longer showed on the web app but STILL shows on the mobile app
[10:37 AM, 3/21/2024] Meta Store Support: Is the mobile app had been use to activate the old headset?
[10:37 AM, 3/21/2024] David M. Cotter: i'm not sure how i can be more clear than that
[10:38 AM, 3/21/2024] David M. Cotter: i used the mobile app to activate the original headset, yes. then i deleted it from my account, but it still shows up
[10:38 AM, 3/21/2024] Meta Store Support: Thank you for providing information, please give me some minutes to look further into it.
[10:39 AM, 3/21/2024] David M. Cotter: k
[10:50 AM, 3/21/2024] Meta Store Support: Thank you for your patiently waiting, as of checking the only way to remove the old headset on your mobile app is to be able to reactivate the old headset. But thank you for this information I will take this as a feedback and make sure to suggest this idea for future upgrades of our device. Is there anything else we can help you with?
[10:51 AM, 3/21/2024] David M. Cotter: please answer this question: what if when i sent it back, it was scrapped for parts?
[10:52 AM, 3/21/2024] David M. Cotter: are you saying it will NEVER be removed from my account? can you please escalate this? i am not willing to live with it in my account forever. it is clearly not going to be re-used if it hasn't been by now.
[10:53 AM, 3/21/2024] David M. Cotter: or: go find that old device and SEND it back to me. and i will create a new fake account and activate it on that, then delete it again, then send it back to you
[10:53 AM, 3/21/2024] David M. Cotter: i want this GONE for GOOD
[10:55 AM, 3/21/2024] David M. Cotter: are you there?
[10:58 AM, 3/21/2024] Meta Store Support: The one that you are seeing on the Mesta is the history of the old headset, as the headset was successfully got to our warehouse it is been reset for privacy and quality purposes to ensure that any information that available on the headset will be remove for your privacy safety
[10:58 AM, 3/21/2024] David M. Cotter: that is not what i asked for
[10:58 AM, 3/21/2024] David M. Cotter: i'm asking for you to FIND that device, and do what you need to do to remove it from my account
[10:59 AM, 3/21/2024] David M. Cotter: can you please escalate this? i've been trying to get this fixed for many months
[10:59 AM, 3/21/2024] David M. Cotter: answer this question: was it used for parts? answer choices are yes/no/unknown.
[11:00 AM, 3/21/2024] David M. Cotter: if the answer is yes, then you know it will never be activated again, and, according to what you are telling me, it will NEVER be removed from my account. this is an unacceptable outcome
[11:00 AM, 3/21/2024] David M. Cotter: go into my account now, and REMOVE the device, please. or escalate this to someone who had the technical ability to do so
[11:00 AM, 3/21/2024] David M. Cotter: can you do this?
[11:03 AM, 3/21/2024] David M. Cotter: hello?
[11:04 AM, 3/21/2024] Meta Store Support: And I am happy to get this idea as a feedback and make sure to use this data that you provide for future upgrade of our device since it takes time to disappear the headset info on your mobile app
[11:04 AM, 3/21/2024] David M. Cotter: answer the question please
[11:04 AM, 3/21/2024] David M. Cotter: be direct, it's a yes or no question.
[11:06 AM, 3/21/2024] David M. Cotter: Jimmy, are you there?
[11:09 AM, 3/21/2024] Meta Store Support: Firstly, I would like to apologize for the delay in response. We are seeing a high volume of users reaching out to us. As of now the only solution that we can do is to wait the headset to be factory reset on the warehouse or it can be reactivated. But in the meantime it will disappear on it's own
[11:09 AM, 3/21/2024] David M. Cotter: hello?
[11:10 AM, 3/21/2024] David M. Cotter: it will NOT disappear on its own according to your and other support personnel testimony.
[11:11 AM, 3/21/2024] David M. Cotter: and you also just said that my headset WAS received by the factory and HAS ALREADY BEEN factory reset. if you're now saying that IF that happened it would disappear, and you know it has NOT disappeared then you contradict yourself: clearly it has NOT been reset by the warehouse.
[11:12 AM, 3/21/2024] David M. Cotter: please escalate this.
[11:12 AM, 3/21/2024] David M. Cotter: do not close the case without doing anything
[11:12 AM, 3/21/2024] David M. Cotter: escalate it to a higher level, please. not just someone else who will tell me the same thing. please HELP this move forward, not shuffle to the side as has been done several times already, with you only being the most recent
[11:12 AM, 3/21/2024] David M. Cotter: are you giong to escalate this? yes or no please
[11:14 AM, 3/21/2024] David M. Cotter: note that i plan to publish this conversation on the web, as part of a "how useless is meta tech support" series.
[11:15 AM, 3/21/2024] Meta Store Support: Thank you for taking the time to reach out to Meta Store Support today. I understand you have concerns you wish to voice and I want to ensure they get heard. Meta accepts all forms of constructive feedback over at the Meta Community Forums (https://communityforums.atmeta.com/). There, you can submit your feedback where it can be reviewed by the necessary parties.
We appreciate you taking the time to reach out to us and I hope you have a wonderful rest of your day.
[11:15 AM, 3/21/2024] David M. Cotter: are you giong to escalate this? yes or no please