Meta Provides Free Replacement for Quest 3S Headsets Affected by Software Update

Let’s be honest; there are few things more frustrating on Christmas morning than having to deal with sluggish downloads and waiting for devices to charge. But imagine the frustration when an update turns your shiny new gadget into a brick. That’s exactly what happened to some unlucky users last week. Meta, trying to make things right, is handing out replacement devices and Horizon Store credit to those affected.

It all began on Christmas Day when fresh reports started popping up on Reddit about a nightmarish glitch. Some brand-new Quest headset owners ran into a massive issue after being nudged into installing the latest update, only to be slapped with the dreaded message: “Your device is corrupt. It can’t be trusted.” With no way to reset the headset, users were left with very expensive doorstops.

This mess seemed to have spun out of Quest’s recent v72 update, introduced earlier in the month. Surprisingly, this wasn’t only an issue for the new headsets; even older models that had been out of the update loop for a while were caught in the crossfire.

Meta stepped in to address the problem directly in a help thread for users. They acknowledged the glitch, stating, “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.”

A snapshot accompanying the issue shows the Quest 3S and Quest 3 side by side, keeping users informed about what devices are involved. However, only a small fraction of the shiny new headsets reported this specific issue. For those who got stuck with a dud, Meta pulled the faulty firmware and began sending replacements, sweetened with Horizon Store credit to ease the setback.

In a post directed at Quest 3S users, Meta reassured, “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. If your device is affected by the issue, we’ll send you a replacement Quest device at no cost to you. We’ll also issue you Horizon Store credit as a token of our commitment to supporting you.”

Despite Meta’s quick reaction, the timing couldn’t have been worse, leading to some families returning flawed headsets, hoping for a problem-free replacement. A story shared on Reddit by ‘Physical-Slip5049’ highlights the personal toll: “I bought a never before used second hand Quest 2 from eBay as a Christmas present for my 9-year-old son. He opened it Christmas morning, started it, and was forced to update it. 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.”

For users out of warranty with headsets like the Quest 2, Meta is offering refurbished replacements, along with some store credit as compensation for the hassle.

We’re keenly observing how this unfolds and tackling the aftermath. If you’ve been hit by this unexpected glitch, we’d love to hear from you. Share your experience and let us know how Meta steps up to rectify the issue in the comments.