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

There’s nothing quite as frustrating on Christmas morning as having to wait for updates and charging batteries. But imagine the disappointment of facing an update so disastrous that it completely bricks your shiny new device before you even get to enjoy it. This unfortunate fate befell several users recently, prompting Meta to swiftly step in with replacement devices and Horizon Store credit as compensation.

The issue gathered attention on December 25th when Reddit exploded with reports from new Quest owners experiencing a critical error. These users were met with a daunting message claiming, “Your device is corrupt. It can’t be trusted,” and no amount of troubleshooting could bring their headsets back to life. Effectively, the devices were bricked.

This ordeal seemed to stem from the Quest’s recent v72 update, which was rolled out earlier this month. From what we can gather, this problem hasn’t spared even the older headsets that hadn’t been updated in a while.

In response, Meta quickly addressed the concern in a user help thread, stating: “We’ve identified a software update issue that rendered some Quest 2/3/3S headsets unresponsive and unable to start correctly. We’re actively working on a resolution, but most devices should now operate normally.”

Thankfully, the issue only affected a small fraction of new headsets, and Meta has since halted the problematic firmware update. For those who’ve avoided setting up their new Quests so far, they should be in the clear. As a conciliatory gesture, Meta is offering affected users replacement units along with some Horizon Store credit.

In a ‘Next Steps’ thread for Quest 3S users, Meta explained, “A limited number of Quest 3S devices faced a software update issue leading to unresponsiveness. If you’re affected, we’ll replace your Quest at no cost and provide Horizon Store credit to underline our dedication to your experience.”

Despite Meta’s prompt reaction, the damage left its mark. Many users rushed to return their defective headsets, hoping their new models wouldn’t suffer the same fate. One Reddit user, ‘Physical-Slip5049’, shared a particularly heart-wrenching story. “I bought an unused, second-hand Quest 2 from eBay as a Christmas gift for my 9-year-old. He opened it on Christmas morning, eagerly awaited for it to start, only to be immediately prompted for an update.” Physical-Slip5049 recounted. “Following Meta’s instructions proved futile, and the headset ended up hard-bricked. It was powered on for just 5 minutes in its entire two-year life. My son had looked forward to this for three months and ended up spending half of Christmas Day in tears.”

In addition to replacing headsets, Meta is also providing refurbished units for those with out-of-warranty devices, alongside store credits.

We’re committed to keeping a close eye on developments as they unfold. If you’ve been affected by this issue, or know someone who has, feel free to share your experience and any solutions Meta has offered in the comments below.