KIDS unwrapping a popular gadget were left “crying and upset” after finding the device failed to work properly within minutes of opening it.
The Meta Quest headset was top of the list for children hoping to play VR and AR games this year.
But the gizmo has been plagued by a bodged software update that causes it to “brick” – a problem that leaves the Quest unresponsive and unable to start up correctly.
The issue has reportedly been affecting headsets for weeks.
Quest 2, Quest 3, and Quest 3S models have been impacted.
Meta – which owns Facebook and WhatsApp – says it has been “actively working on resolving the issue for all users, but in most cases, you are now able to use your device normally”.
However, affected Meta Quest 3S owners will need an entire headset replacement, according to The Verge.
One distraught parent shared how the incident ruined his nine year-old son’s Christmas.
“He opened it Christmas morning, started it, and was forced to update it,” the user wrote on Reddit.
“Having never used a VR headset before, I tried to reset it after following Meta’s own instructions. Now it’s hard-bricked.
“It’s been turned on for just 5 minutes in its entire 2-year life.
“My son spent 3 months waiting to play this but couldn’t use it when it came to the big day.
“He spent half of Christmas day crying and upset.”
Another commented: “It’s so absolutely insane that this is an issue for one of the largest companies in the entire world.”
Fortunately, not everyone has been affected by the issue.
“Got a new quest 3s today, unboxed and updated it and all is working well luckily,” one person replied on Reddit.
While an update to fix the issue has been rolled out, anyone still having trouble has been urged to contact Meta support.
“Those still affected by this software update should reach out to Customer Support via the help center,” a company rep said.
“They should have new directions on how to support users now.”
The Sun’s Reader’s Champion Mel Hunter explains where you stand.
If a purchase goes wrong, you are entitled to your money back.
The Consumer Rights Act states that goods you pay for should be of satisfactory quality, as described, fit for purpose and last a reasonable length of time.
If they fail any of those tests, it’s tempting to head straight to the manufacturer. But responsibility lies with the shop you bought them from. Don’t be fobbed off.
You may find retail staff either don’t know the rules or don’t apply them, so go in armed with your rights.
You only have 30 days to reject something faulty and get your money back.
After that, the retailer has the option of repairing the item.
There is no automatic right to return something to a shop if you have simply changed your mind.
In practice, though, many stores do have a returns policy, where you can take back your buy within a specific timeframe.
Whether they offer a refund, exchange or voucher is entirely up to the retailer. It’s different if you bought it online.
Then, you automatically have 14 days from when the goods were delivered to return the product for a full refund.
If you opt for click-and-collect, you have the same rights as anyone buying on the internet.
What about if your parcel failed to arrive?
When the problem first arises, it might save you time to contact the delivery firm to see if they can find out where your missing item might be.
But it’s always the retailer’s responsibility to get your goods to you, so insist they sort it out.
