Meta replaces some quests after they become ‘unresponsive’

Meta is replacing some Quests after headset owners said they found bricks in their hands around Christmastime.

Meta now notes on its help site:

We’ve discovered a software update issue that caused some Quest 2/3/3S headsets to be unresponsive and unable to start up correctly. The issue is being actively resolved for all users. However, in the majority of cases you should be able to continue using your device as normal. Please click on the link below to find out what you can do if your device is not responding. Thank you for your understanding.

Mark Rabkin, the vice president at Meta leading HorizonOS and Quest devices, wrote on X.com that “almost all can now use device normally – but if you’re still stuck contact customer support and we’ll fix you up. Meta Support told Quest users who reported last week their devices were bricked after a failed update that they would need to purchase a brand new headset. Now, some of those same people say they’ve been contacted with a path to a free replacement for their headset.

Update on Quest 2 / 3S software: almost all can now use device normally — but if you’re still stuck contact consumer support and we’ll fix you up. For Quest 3S we now also have an easy flow for you to check eligibility and request a replacement.

I pulled out a Quest 2 on December 31 that hadn’t been used in a while. Enter your Quest 2 or 3 headset serial number to see if it’s eligible for a “replacement”. The Quest 2 headset I had entered was not listed. The headset does not respond to my commands, nor will it load the pairing setup screen. I’ve yet to contact Meta customer service for this device. We asked Meta to tell us how many headsets were bricked after this update, and what number of replacements are being offered. We’re curious about this problem because of the holiday season, New Year, and rolling Quest 2 headsets coming online again after a long hibernation.

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