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

One of the most frustrating things to experience on Christmas morning is having to deal with downloading updates or charging batteries. Yet, what’s even more disheartening is when that update ends up bricking your new device before you can even start using it. Unfortunately, this is precisely what a number of unlucky users faced last week. In response, Meta has been offering replacements and credit for the Horizon Store.

On December 25th, Reddit was flooded with reports from new Quest owners who encountered a major problem after they were compelled to install the latest update. Users were met with an unsettling error message that read, “Your device is corrupt. It can’t be trusted.” At that point, attempts to reset the device proved futile, essentially rendering the headset useless.

The culprit seems to be Quest’s latest v72 update, which rolled out earlier this month. According to these reports, the glitch didn’t just affect brand new headsets; even some older models that hadn’t been updated recently were hit.

Meta addressed the issue in a user help thread, explaining, “We’ve discovered a software update issue causing some Quest 2/3/3S headsets to become unresponsive and fail to start correctly. We’re actively working on a resolution for everyone, but most users should now be able to use their devices as usual.”

From what we gather, only a small proportion of headsets were affected this significantly. Meta has since pulled the problematic firmware, so new users setting up their Quest devices now should be fine. For those less fortunate with bricked headsets, Meta is providing replacement devices along with Horizon Store credit as a gesture of goodwill.

“We understand a limited number of Quest 3S devices are facing a software update issue that’s causing them to be unresponsive,” Meta detailed in a follow-up for Quest 3S users. “If your device is one of them, we’ll replace it for free and give you Horizon Store credit as a sign of our support.”

Even though Meta has responded quickly, the issue has already caused disappointment, prompting some customers to return their faulty headsets. For instance, a Reddit user named ‘Physical-Slip5049’ shared a disappointing story that involved his son’s Christmas being overshadowed by the issue.

“I bought a second-hand Quest 2 from eBay as a Christmas gift for my 9-year-old,” he posted. “We set it up on Christmas morning, only to be forced to update it right away. Following Meta’s reset instructions didn’t help, and now it’s essentially a brick. It’s devastating; my son waited for this moment for three months, only to be left in tears.”

Moreover, users reporting issues with out-of-warranty headsets, such as the Quest 2, are being offered refurbished replacements and store credit from Meta.

We’re keeping a close eye on further developments as Meta continues to address the fallout. Feel free to share your experiences and any resolutions you’ve received from Meta in the comments below.