Meta pivote radicalement sur ses brûlures Meta Quest après un feedback

A recent software update has caused a significant number of Meta Quest headsets to be damaged, with Meta initially claiming they would not fix the issue for out-of-warranty models 2/3/3S...

Surprisingly, customers were disappointed by Meta's decision to kill their products and then seem to expect them to buy new ones.

Like many others, my headset broke down and refused to start during an attempt to update on December 5. I contacted Meta support, and after troubleshooting, they informed me that the headset was dead and I would need to buy a new one.

Others have noted that it was a bad idea even if Meta only considered its own interests.

The expensive repair cost me £200. In Q3 2024, Meta reported profits of over $15 billion. That's just shy of £2000 per second!

If 1000 people had permanently locked their devices out of warranty and assuming a net value to Meta of $1 for each device, they could replace all of them and only suffer a loss of 50 seconds on their revenue.

They spent more time (and therefore paying people's time/money) arguing and negotiating support cases than it would be necessary to simply mass replace the devices and avoid the PR disaster.

On the contrary, when the incident involved a model that many had bought as a Christmas gift.

• Meta Quest headsets were seen as popular Christmas gifts with the app climbing to the top of the App Store

The company now seems to have realized the foolishness of its previous stance and says it is working on a solution.

We have discovered a software update issue that caused some Quest 2/3/3S headsets to be unresponsive and unable to start correctly. We are actively working to resolve the problem for all users, but in most cases, you can now use your device normally.

If your device is still unresponsive, we are here to help. If you have a Quest 3S, click on the link for next steps. Users of Quest 2 or 3, please contact us for support. Thank you for your understanding.

Photo by Adrià García Sarceda on Unsplas