Meta Provides Complimentary Quest 3S Replacements After Software Update Causes Issues

Waking up on Christmas morning to find out that your shiny new gadget needs a download update can be a bit of a drag, but having that update turn your device into an expensive paperweight? Well, that’s truly the Grinch stealing Christmas. That’s exactly what happened to some users last week, and in response, Meta is working to patch things up by offering new devices and credits for their Horizon Store.

On December 25th, Reddit was buzzing with complaints from new Quest headset owners. These unfortunate users were hit with a nasty surprise when a mandatory update threw a wrench in their Christmas joy. An alarming message that read, “Your device is corrupt. It can’t be trusted,” left them with a bricked device and no way to reset their headsets.

The culprit? Meta’s recent v72 update for the Quest, which debuted earlier this month. Both brand-new headsets and older ones that hadn’t been updated for a while fell victim to this issue.

In response to the outcry, Meta posted a user help thread explaining the situation:

“We’ve identified a software update issue that caused a number of Quest 2/3/3S headsets to be unresponsive. We’re actively working to resolve this for all users. Fortunately, in most cases, you should now be able to use your device as normal.”

Meta’s quick fix involved halting the rollout of their latest update, so if you’re among those yet to set up your Quest, you might just dodge this bullet. For those who weren’t so lucky and ended up with bricked headsets, Meta is stepping up by sending replacement units and dishing out Horizon Store credit as a peace offering.

“We’re aware that a small number of Quest 3S devices have encountered issues due to the latest software update, leading to devices that won’t boot up,” Meta said in a ‘Next Steps’ thread dedicated to Quest 3S owners. “If your device was hit by this, we’ll ship out a replacement at no cost, and we’ll toss in some Horizon Store credit as part of our promise to support our users.”

While Meta jumped on the issue quickly, the damage was already done for some. This prompt some users to return their troublesome headsets to stores, crossing their fingers that their replacements wouldn’t suffer the same fate. Users like Redditor ‘Physical-Slip5049’ shared heartbreaking stories, recounting how the bug turned Christmas into a day of tears for their child.

“I bought a never-before-used second-hand Quest 2 from eBay for my son’s Christmas,” reported ‘Physical-Slip5049’. “He opened it excitedly, only to have it force an update. Despite following Meta’s instructions, the device turned into a hard-brick. It only ran for five minutes during its whole existence. My son waited for months and couldn’t even play with it when the big day arrived. Half his Christmas was spent in tears.”

Additionally, Meta is also extending offers to those with Quest 2 headsets that are out of warranty, providing refurbished units and store credit to make amends.

We’re keeping a close eye on the aftermath of this debacle. Have you been affected by this issue? Share your experiences in the comments, and let us know what steps Meta is taking to resolve the situation.