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

One of the absolute worst things to encounter on Christmas morning is having to deal with update downloads and waiting for batteries to charge. But what could be even more frustrating? Downloading an update that ends up turning your device into a pricey paperweight before you even get to enjoy it. Unfortunately, this unpleasant scenario recently befell several users, prompting Meta to step in by offering replacements and credits for the Horizon Store.

Reports began streaming in on Reddit on December 25th, detailing how some new Quest owners faced a major issue. After attempting to install the latest update, they were met with a chilling message: “Your device is corrupt. It can’t be trusted.” With no options for a reset, users found their headsets thoroughly bricked.

This troubling situation seemed to be linked to Quest’s v72 update, a release that arrived earlier this month. Feedback indicated that while this predominantly impacted newer devices, some older, rarely updated headsets weren’t spared either.

In an effort to address these concerns, Meta shared an update on a user support thread: “We’ve identified a software update issue causing some Quest 2/3/3S headsets to be unresponsive. We’re dedicated to resolving this for all users; in most cases, your device should now function normally.”

Interestingly, although only a subset of devices encountered this issue, Meta didn’t waste time suspending the problematic firmware update. Fortunately, this means those who have yet to set up their new Quests are less likely to experience any hiccups. As a gesture of goodwill, Meta has been dispatching replacement units and offering Horizon Store credit to affected users.

“We’re aware that a limited number of Quest 3S devices are facing issues that render them unresponsive,” Meta explained in a post for Quest 3S users. “Should you be affected, we’ll replace your Quest device free of charge and provide Horizon Store credit as a sign of our ongoing commitment to our users.”

While it’s reassuring to see Meta addressing these complaints swiftly, for some, the damage was already irreversible. Many have opted to return defective headsets in hope of receiving a trouble-free replacement. A particularly heartbreaking story came from a Reddit user known as ‘Physical-Slip5049’, who shared how this mishap soured his son’s Christmas.

According to Physical-Slip5049, “I bought a virtually unused second-hand Quest 2 from eBay as a Christmas gift for my 9-year-old. Come Christmas morning, he was eager to use it, only to be stonewalled by an update. Despite following Meta’s reset advice, the device is now completely bricked. It’s tragic—it had only ever been on for a mere five minutes in its entire two-year lifespan. My son endured most of Christmas Day in tears, thoroughly disappointed.”

In addition to this, reports are emerging that Meta is swapping out-of-warranty headsets, like the Quest 2, for refurbished models, also accompanied by store credit.

We’re keenly watching how this evolves. If you’ve been impacted, feel free to share your experience and how Meta is addressing it in the comments.