Meta Provides Complimentary Quest 3S Replacements After Software Update Causes Malfunctions

There’s nothing more frustrating on Christmas morning than having to download updates and charge batteries. But what could top that? Downloading an update that ends up bricking your device before you can even use it. This unfortunate scenario unfolded for several users last week, prompting Meta to step in, offering replacements and Horizon Store credit to those affected.

On December 25th, Reddit buzzed with reports from new Quest owners who were forced to install the latest update only to face a critical error. A chilling message appeared: “Your device is corrupt. It can’t be trusted.” This left many headsets unusable, stuck without a way to reset and essentially bricked.

The culprit seems to be the Quest’s recent v72 update, released by Meta earlier in December. User accounts suggest that not just the new devices but also some older headsets that hadn’t been updated in a while were hit.

Here’s what Meta had to say in a user help thread about the situation:

“We’ve discovered a software update issue that caused some Quest 2/3/3S headsets to be unresponsive and fail to start correctly. We are actively working to resolve this, but most users should be able to use their device normally now.”

While only a small percentage of the new headsets were reportedly affected, Meta acted swiftly by halting their latest firmware update. New Quest users should be safe from the issue if they haven’t set up their devices yet. For those with bricked headsets, Meta is sending out replacement units, sweetened with some Horizon Store credit as compensation.

“We’re aware that a limited number of Quest 3S devices are facing a software update problem, causing them to be unresponsive and unable to boot,” the company stated in a thread for Quest 3S users. “If your device is affected, we’ll send you a replacement at no cost. Additionally, we’ll issue you Horizon Store credit to reinforce our commitment to you.”

Despite Meta’s quick response, the damage had already been done for some, leading many to return their faulty headsets hoping the next one wouldn’t share the same fate. One user, ‘Physical-Slip5049’, shared the impact it had on his family’s holiday:

“I bought a never-used second-hand Quest 2 from eBay as a Christmas gift for my 9-year-old son. He started it on Christmas morning and had to update it,” he explained. “Being new to VR, I tried resetting it following Meta’s guidelines, but it’s now hard-bricked. It was turned on for only 5 minutes in its whole 2-year life. My son waited eagerly for 3 months but couldn’t play on the big day. Half of Christmas day was spent with him crying and upset.”

In addition to replacements, Meta is reportedly providing refurbished units and store credits to those with out-of-warranty headsets, including the Quest 2.

We’re keeping a close eye on how this unfolds. If you’ve faced similar issues, share your experiences and let us know how Meta is handling it in the comments below.