Warranty Process for Quest 2 Purchased from Amazon US via AU

abusteif on 29/10/2022 - 12:51
Last edited 29/10/2022 - 13:23 by 1 other user

I bought a Quest 2 just over a year ago from Amazon US via AU.

A couple weeks ago, the display suddenly died. The headset would turn on but it wouldn't show any image. So I contacted Meta support and they agreed to honour the warranty and replace it.

But they informed me that the headset had a US SKU, which meant it had to go back to the US warehouse. Apparently for that to work, the faulty headset has to be shipped from a US address, and the replacement headset has to also be returned to a US address. I asked if I could just ship it from my home address here straight to their warehouse, but they said it wouldn't work…

I have absolutely no family, friends or friends of friends that live in the US, so I don't know if this is even possible at all.
I am aware of parcel forwarding companies that let me purchase stuff from US and then forward it to AU, but anyone know how I can send my headset to the US, get them to attach a new label to the package, then send it to the Meta warehouse?

Any help would be appreciated here.

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  xlynx on 29/10/2022 - 13:33

  If you bought it directly from Meta Quest Store on amazon.com.au in AUD, they were wrong to give you a US SKU and I would be writing a stern letter referencing Australian Consumer Law and your right to accessible warranty.

  If you imported it via amazon.com and paid USD, it's understandable why you're having this problem.

  If you end up shipping it yourself, you might be able to use a postal forwarding service like vpost. They should offer a service for returns. It's going to end up expensive though, as you'd have to pay for three legs of shipping.

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  AB100 on 29/10/2022 - 14:19

  I had a product bought from Amazon Australia, but supplied and shipped from Amazon US. It failed during warranty (2.5 years into a 3 year warranty) and so I contacted Amazon Australia, they supplied a pre paid label to me, and I dropped it off at 1 of their collection points. It was shipped back to the US at their expense (Amazon Australia explained that the item had to be shipped back to the US before they could refund me). About 3 weeks later, Amazon AU refunded me.

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  367 on 29/10/2022 - 15:59

  +1

  Contact Amazon support. In my experience they are very helpful both for items bought via the AU and US sites. I've been in the same situation with failed items and not covered under warranty in Australia, in all cases Amazon have refunded/replaced them with no drama.

  If you get charged for shipping fees to return to the US, ask the Amazon support person to waive them as they may not realise you are being charged.

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  abusteif on 29/10/2022 - 17:36

  Thanks guys. I will try getting in touch with Amazon.