Meta Provides Free Quest 3S Replacements After Software Update Renders Some Headsets Inoperable

Imagine waking up on Christmas morning, excited to dive into the latest VR experiences with your new headset, only to be stuck downloading updates and charging up the batteries. But what’s worse than that? It’s the nightmare scenario where an update completely bricks your device before you can even try it out. Unfortunately, this is exactly what happened to some users recently. In response, Meta has started offering replacement devices along with some Horizon Store credit as compensation.

On December 25th, Reddit was abuzz with reports from new Quest owners who ran into a major problem after installing the latest update. They were hit with an alarming message saying, “Your device is corrupt. It can’t be trusted.” From there, their headsets were effectively useless, with no option to reset them.

The culprit appears to be the Quest’s newest v72 update, which rolled out earlier in the month. It’s not just the new headsets that were hit; it seems to have affected some older models that hadn’t been updated in a while, too.

Responding to the situation, Meta posted in a user help thread addressing these issues: “We’ve discovered a software update issue that caused some Quest 2/3/3S headsets to be unresponsive and unable to start up correctly. We are actively working on resolving the issue for all users, but in most cases, you are now able to use your device normally.”

Amidst user reports, it’s evident that only a smaller section of new headsets reacted this way. Fortunately, Meta has paused the problematic firmware update, suggesting that prospective Quest buyers who haven’t set up their devices yet should be in the clear. For those unfortunate souls with bricked devices, Meta is dispatching replacement units and tossing in some Horizon Store credit to make up for the inconvenience.

Acknowledging the situation, Meta stated: “We are aware that a limited number of Quest 3S devices are experiencing a software update issue that is causing headsets to be unresponsive and unable to boot up properly.” They reassured that if a user’s device is affected, a replacement Quest will be provided free of charge, along with Horizon Store credit as a goodwill gesture.

Even with Meta’s swift response, the initial impact wasn’t insignificant. Some users have opted to return their defective headsets to stores, hoping for a functioning replacement. A poignant example of the fallout comes from a Reddit user named ‘Physical-Slip5049’, who shared a story about their son’s ruined Christmas. They had purchased a second-hand Quest 2 from eBay as a gift. On Christmas morning, after the required update, the headset was bricked within minutes of use. Their son, who had been eagerly awaiting this moment for months, ended up heartbroken.

Additionally, Meta appears to be offering refurbished units along with store credit for those whose Quest 2 headsets are outside the warranty period.

We’re keeping a close eye on how this situation continues to develop. If you’ve been impacted by this issue, share your experience in the comments below, especially about how Meta is handling the resolution for you.