Meta Store Support (2/20/2024, 2:43:28 PM): Thanks for contacting Meta Store

Support! We’re here to make sure you get the help you need.
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Sophie (2/20/2024, 2:44:01 PM): Hello Lawrence!
Lawrence (2/20/2024, 2:44:06 PM): Hello
Sophie (2/20/2024, 2:44:12 PM): Thanks for reaching out to Meta Store Support. My
name is Sophie, I will be assisting you today.
Sophie (2/20/2024, 2:44:14 PM): Please do not close or switch from your current
browser tab during this chat session as it will disconnect us.
Lawrence (2/20/2024, 2:44:20 PM): Ok
Sophie (2/20/2024, 2:44:21 PM): The reference number for your inquiry today is
06755262.
Lawrence (2/20/2024, 2:44:36 PM): Ok
Sophie (2/20/2024, 2:46:09 PM): I can see that you would like to check the status
of your Meta Quest 2 replacement order, am I correct?
Lawrence (2/20/2024, 2:46:15 PM): Yes
Sophie (2/20/2024, 2:46:46 PM): Thank you for confirming
Sophie (2/20/2024, 2:46:56 PM): Could you please provide me the RMA order number
for me to check further on this?
Lawrence (2/20/2024, 2:49:05 PM): The issue is idk the order number because all
they ask was for my name and my address and about the controller and they said they
would get back to us via email but I have got no email back from them about when it
would be here
Sophie (2/20/2024, 2:49:17 PM): I see
Sophie (2/20/2024, 2:49:24 PM): Thank you for letting me know
Sophie (2/20/2024, 2:50:23 PM): In order for me to further check this, please
provide me the left controller serial number, which is located inside the battery
compartment and starts with "1WMHCL...."
Lawrence (2/20/2024, 2:52:37 PM): Ok the number is1whcl1olr3273
Lawrence (2/20/2024, 2:53:17 PM): I mean 1wmhcl1olr3273
Lawrence (2/20/2024, 2:53:24 PM): Sorry about that
Sophie (2/20/2024, 2:53:48 PM): No worries
Sophie (2/20/2024, 2:54:05 PM): I have checked the device and no replacement has
been set up for this
Sophie (2/20/2024, 2:54:34 PM): May I know if you could remember any case number
for me to further investigate on this?
Lawrence (2/20/2024, 2:55:16 PM): Idk what that means?
Sophie (2/20/2024, 2:56:51 PM): Sorry for the confusion
Sophie (2/20/2024, 2:57:11 PM): So that I can look into this further for you, I
will need to request some information to authenticate your order. Please provide
the following:

• Full name as it appears on your Meta Quest order:

• Email address as it appears on your Meta Quest order:
Lawrence (2/20/2024, 2:58:13 PM): Jennifer Riley jenwoody22@hotmail.com
Sophie (2/20/2024, 2:58:52 PM): Thank you for the information
Sophie (2/20/2024, 2:59:23 PM): Upon checking in the system, there is no Meta Quest
device order under the email address provided
Sophie (2/20/2024, 2:59:44 PM): May I know if you receive any order confirmation of
the purchase?
Lawrence (2/20/2024, 3:02:49 PM): Is it this email swoody59@live.com
Sophie (2/20/2024, 3:03:29 PM): Thank you for the information provided!
Sophie (2/20/2024, 3:04:17 PM): May I know did you did not receive the devices?
Lawrence (2/20/2024, 3:04:32 PM): I did receive the device
Sophie (2/20/2024, 3:05:02 PM): Thanks God!
Sophie (2/20/2024, 3:05:25 PM): I was so shocked thought that you did not receive
the order.
Sophie (2/20/2024, 3:06:19 PM): Could you please elaborate more on your concern for
my better understanding?
Lawrence (2/20/2024, 3:07:02 PM): So my Mets quest 2 controller is having drift
issues and I tried all the help options and it’s still did not fox it
Lawrence (2/20/2024, 3:07:06 PM): Fix
Sophie (2/20/2024, 3:07:24 PM): I see
Sophie (2/20/2024, 3:07:31 PM): Thank you for letting me know
Sophie (2/20/2024, 3:10:26 PM): Now, I will do a quick confirmation of the
troubleshooting steps you have done. If yes, please let me know.
Lawrence (2/20/2024, 3:10:37 PM): Ok
Sophie (2/20/2024, 3:10:44 PM): Cool!
Sophie (2/20/2024, 3:11:39 PM): Please let me know if you have followed all the
steps outlined below:

1. Ensure your area is well lit, with enough light to see clearly, but no direct
sunlight
2. Ensure your area is free of small lights such as Christmas lights, or LED strips
3. Ensure your area is free of reflective surfaces such as mirrors, glass or
polished marble
4. Ensure the tracking cameras are clean
5. Ensure your environment is free of any obstructions between the tracking cameras
and the controllers
6. Remove any unsupported third-party accessories that may affect tracking or
controller detection (such as controller and headset covers, controller
attachments, etc.)
Lawrence (2/20/2024, 3:12:13 PM): Yes yes yes yes yes and yes
Sophie (2/20/2024, 3:13:06 PM): Thank you for confirmation!
Sophie (2/20/2024, 3:13:29 PM): May I know if you have tried to remove the battery
from the controller for at least 30 seconds and try replacing the battery with a
new one?
Lawrence (2/20/2024, 3:13:40 PM): Yes I have and that did not work
Sophie (2/20/2024, 3:13:50 PM): That's great!
Sophie (2/20/2024, 3:14:04 PM): You are tech-savvy person, Lawrence!
Sophie (2/20/2024, 3:14:27 PM): May I know if you have tried to unpair and pair the
controller to the headset?
Lawrence (2/20/2024, 3:14:43 PM): Yes and that also did not work
Sophie (2/20/2024, 3:14:52 PM): Thank you for letting me know
Sophie (2/20/2024, 3:15:05 PM): May I know if you have tried to factory reset the
headset?
Lawrence (2/20/2024, 3:15:32 PM): Yes and that also did not work
Sophie (2/20/2024, 3:15:42 PM): Thank you for confirming!
Sophie (2/20/2024, 3:16:28 PM): While I look into any possible options for you, I
would like to collect some additional information:

• Full name:
• Street:
• City:
• State/Province:
• Postal/Zip Code:
• Country:
• Phone number:
• Preferred email address to receive labels:
• Username and/or email address associated with your Oculus account:"
• Left controller serial number: which is located inside the battery compartment
and starts with "1WMHCL...."
• Box serial number: which can be found on the bottom of the white box sleeve or
scan a tiny QR code on the bottom of the brown box, starting with "1WMVR...."
• Retail receipt or invoice including item, retailer, price, and date OR Online
Meta Store order number
Sophie (2/20/2024, 3:16:41 PM): You may provide the above details one by one for
your convenience, Lawrence.
Lawrence (2/20/2024, 3:17:52 PM): Lawrence Riley
Lawrence (2/20/2024, 3:18:02 PM): 207lighthouseway
Lawrence (2/20/2024, 3:18:15 PM): North canralina
Lawrence (2/20/2024, 3:18:24 PM): North Carolina
Lawrence (2/20/2024, 3:18:35 PM): 27511
Lawrence (2/20/2024, 3:18:54 PM): United States,
Lawrence (2/20/2024, 3:19:07 PM): 984-800-4241
Lawrence (2/20/2024, 3:19:30 PM): Jenwoody22@hotmail.com
Lawrence (2/20/2024, 3:20:09 PM): The email for the oculus account is
jenwoody22@hotmail.com
Lawrence (2/20/2024, 3:20:53 PM): Left controller series number 1wmhcl1olr3273
Lawrence (2/20/2024, 3:23:55 PM): It’s was a gift for the last one
Sophie (2/20/2024, 3:24:19 PM): Perfect!
Sophie (2/20/2024, 3:24:34 PM): Thank you so much for the information provided,
Lawrence
Sophie (2/20/2024, 3:25:47 PM): Now, please allow me 10 - 15 minutes for me to
check the best possible options for you
Sophie (2/20/2024, 3:28:49 PM): Thank you for waiting patiently, Lawrence
Sophie (2/20/2024, 3:30:22 PM): For you case, I will need to check further with my
specialist team to look into the best possible options for you
Sophie (2/20/2024, 3:30:46 PM): We will get back via your email at
"lawrenceriley1@icloud.com"
Lawrence (2/20/2024, 3:31:00 PM): Ok
Sophie (2/20/2024, 3:31:12 PM): We will do our best to get back to you with more
information or an update within 3-5 business days.
Sophie (2/20/2024, 3:31:18 PM): However, if we get it done early, we will as soon
as possible inform you via email.
Lawrence (2/20/2024, 3:31:20 PM): How long can I expect a response from you
Sophie (2/20/2024, 3:31:36 PM): Please note that this is just a time frame but once
we have a resolution for your concern, we will reach out to you as soon as we can.
Sophie (2/20/2024, 3:32:00 PM): If you did not receive any email from ous on the
timeframe, please get back to us
Sophie (2/20/2024, 3:32:12 PM): And provide the case number #06755262
Lawrence (2/20/2024, 3:32:22 PM): Ok I will thank you
Sophie (2/20/2024, 3:32:58 PM): You are welcome, Lawrence
Sophie (2/20/2024, 3:33:14 PM): May I know if is there anything else that I can
help you with today apart from this?
Lawrence (2/20/2024, 3:33:29 PM): Nope
Sophie (2/20/2024, 3:33:41 PM): Got it
Sophie (2/20/2024, 3:34:09 PM): Now, I will proceed to escalate this case and look
into the best possible options for you!
Sophie (2/20/2024, 3:34:17 PM): Since there are no further inquiries, you may
proceed to close this chat
Lawrence (2/20/2024, 3:34:20 PM): Ok thankyou
Sophie (2/20/2024, 3:34:25 PM): We will get back to you via your email
Sophie (2/20/2024, 3:34:32 PM): It has been a pleasure chatting with you here
today, wishing you a good rest of your day.
Lawrence (2/20/2024, 3:34:34 PM): Thanks