Meta Provides Free Replacement for Quest 3S After Software Update Causes Malfunctions

One of the most frustrating experiences on Christmas morning can be dealing with device updates and battery charging. Even more infuriating is facing an update that completely renders your new gadget useless before you even get to enjoy it. Unfortunately, that’s precisely what happened to a number of users recently. In response, Meta has stepped in, providing replacement devices and offering compensation in the form of Horizon Store credit.

Last week, on December 25th, Reddit was flooded with reports from disgruntled new Quest owners. These users encountered a severe error after being compelled to install the latest update, which led them to an ominous message: “Your device is corrupt. It can’t be trusted.” This left them unable to reset their headsets, effectively turning them into expensive paperweights.

The culprit seems to be the Quest’s latest v72 update, which Meta released earlier in the month. From what users have shared, it affected not just new devices, but also older ones that hadn’t seen an update in a while.

Addressing the issue on a user help forum, Meta stated: “We’ve found a software update problem that caused some Quest 2/3/3S headsets to become unresponsive. We are working hard to resolve this for all users, but in most cases, you should be able to use your device as normal now.”

Reports suggest only a small portion of new headsets were affected by this glitch. After Meta paused the firmware update, users setting up new Quest devices should no longer face this problem. For those who did end up with non-functional headsets, Meta is issuing replacement units along with some Horizon Store credit to compensate.

Meta explained further in a ‘Next Steps’ thread aimed at Quest 3S users: “We’re aware that a limited number of Quest 3S devices are experiencing issues due to a software update, making them unable to function correctly. If your device is affected, we’ll provide you with a free replacement. We’re also offering Horizon Store credit as a gesture of goodwill to show our support.”

While Meta’s quick response is commendable, the damage was already done for many users. Some chose to return their faulty headsets to stores, hoping their next unit would be trouble-free. For instance, Reddit user ‘Physical-Slip5049’ shared a particularly heartbreaking account. “I bought a never-used secondhand Quest 2 from eBay for my 9-year-old son for Christmas. He opened it on Christmas morning, and it forced an update,” they explained. “Despite following Meta’s instructions, the headset ended up hard-bricked. My son was devastated, having waited three months, only to be disappointed on the big day.”

In addition to the replacements and credits, Meta is reportedly offering refurbished units for users with Quest 2 headsets that are out of warranty, coupled with some store credit.

We’re keeping a close watch on how this situation unfolds. Have you been affected by this issue? Let us know your experience and what Meta is doing to make things right in the comments below.