(06-04-2022, 03:30 AM)mothered Wrote:

(06-03-2022, 05:43 PM)Mo2999 Wrote: I just got an email now confirming that i will receive a replacement or refund based on the results of the investigation

If that's the case, the Investigation should be finalized. I believe they're offering an advanced approval, which may be subject to change depending on the outcome of the Investigation.

Be sure to keep a record of all refund/replacement communications.

(06-04-2022, 08:26 PM)tenous Wrote:

(06-04-2022, 03:30 AM)mothered Wrote:

(06-03-2022, 05:43 PM)Mo2999 Wrote: I just got an email now confirming that i will receive a replacement or refund based on the results of the investigation

If that's the case, the Investigation should be finalized. I believe they're offering an advanced approval, which may be subject to change depending on the outcome of the Investigation.

Be sure to keep a record of all refund/replacement communications.

Hello mothered, I just got this email and I don't understand what they want from me.

"Upon further investigation, we will need you to be contacting UPS regarding the situation, please.

Also, could you be so kind to confirm if you would like a refund or would you like us to send you a replacement?"

Why are they asking me to contact UPS? Shouldn't they be the ones doing that?
Am I supposed to file a claim with UPS or what? I don't understand what they want me to do exactly.

(06-04-2022, 09:08 PM)Mo2999 Wrote:

(06-04-2022, 08:26 PM)tenous Wrote:

(06-04-2022, 03:30 AM)mothered Wrote: If that's the case, the Investigation should be finalized. I believe they're offering an advanced approval, which may be subject to change depending on the outcome of the Investigation.

Be sure to keep a record of all refund/replacement communications.

Hello mothered, I just got this email and I don't understand what they want from me.

"Upon further investigation, we will need you to be contacting UPS regarding the situation, please.

Also, could you be so kind to confirm if you would like a refund or would you like us to send you a replacement?"

Why are they asking me to contact UPS? Shouldn't they be the ones doing that?
Am I supposed to file a claim with UPS or what? I don't understand what they want me to do exactly.

If I was you I’d just message them and ask for the refund and just show proof that you’ve spoken to them. Let me know what they come back with

(06-04-2022, 10:18 PM)tenous Wrote:

(06-04-2022, 09:08 PM)Mo2999 Wrote:

(06-04-2022, 08:26 PM)tenous Wrote: Hello mothered, I just got this email and I don't understand what they want from me.

"Upon further investigation, we will need you to be contacting UPS regarding the situation, please.

Also, could you be so kind to confirm if you would like a refund or would you like us to send you a replacement?"

Why are they asking me to contact UPS? Shouldn't they be the ones doing that?
Am I supposed to file a claim with UPS or what? I don't understand what they want me to do exactly.

If I was you I’d just message them and ask for the refund and just show proof that you’ve spoken to them. Let me know what they come back with

I did that, and got this even more confusing response:

"Thank you for confirming, that is really important for us to understand the situation and find the best solution for you.

I regret to inform that this was with UPS directly and they should deliver back to you accordingly and in time.

I will then proceed with a refund process for you."

(06-04-2022, 07:43 PM)Mo2999 Wrote: Yep defo, they are sure taking a while but fingers crossed it works , worst case I’ll say I found it in my nephews cupboard unopened and I’ll return it

(06-05-2022, 01:38 AM)Mo2999 Wrote:

(06-04-2022, 10:18 PM)tenous Wrote:

(06-04-2022, 09:08 PM)Mo2999 Wrote: If I was you I’d just message them and ask for the refund and just show proof that you’ve spoken to them. Let me know what they come back with

I did that, and got this even more confusing response:

"Thank you for confirming, that is really important for us to understand the situation and find the best solution for you.

I regret to inform that this was with UPS directly and they should deliver back to you accordingly and in time.

I will then proceed with a refund process for you."

They said “deliver back to you” does that mean they are going to give you another oculus? I don’t know It is not your responsibility as a customer to deal with this.
Defo ask @mothered for advice on how to move on from here because it is unacceptable that you have to do it
I haven’t heard back from my investigation with EB but will also update.

(06-05-2022, 02:44 AM)tenous Wrote:

(06-05-2022, 01:38 AM)Mo2999 Wrote:

(06-04-2022, 10:18 PM)tenous Wrote: I did that, and got this even more confusing response:

"Thank you for confirming, that is really important for us to understand the situation and find the best solution for you.

I regret to inform that this was with UPS directly and they should deliver back to you accordingly and in time.

I will then proceed with a refund process for you."

They said “deliver back to you” does that mean they are going to give you another oculus? I don’t know It is not your responsibility as a customer to deal with this.
Defo ask @mothered for advice on how to move on from here because it is unacceptable that you have to do it
I haven’t heard back from my investigation with EB but will also update.

I received a refund from Meta on Paypal right now. I didn't have to do anything else. I think their emails were confusing cause the rep's first language isn't English.

Like someone else previously said, it's been processed as a RMA, not a lost order.

(06-05-2022, 02:44 AM)tenous Wrote: I received a refund from Meta on Paypal right now. I didn't have to do anything else. I think their emails were confusing cause the rep's first language isn't English.

Like someone else previously said, it's been processed as a RMA, not a lost order.

(06-05-2022, 02:57 AM)Mo2999 Wrote:

(06-05-2022, 02:44 AM)tenous Wrote:

(06-05-2022, 01:38 AM)Mo2999 Wrote: They said “deliver back to you” does that mean they are going to give you another oculus? I don’t know It is not your responsibility as a customer to deal with this.
Defo ask @mothered for advice on how to move on from here because it is unacceptable that you have to do it
I haven’t heard back from my investigation with EB but will also update.

I received a refund from Meta on Paypal right now. I didn't have to do anything else. I think their emails were confusing cause the rep's first language isn't English.

Like someone else previously said, it's been processed as a RMA, not a lost order.

Congrats on your successful SE slightly strange but it works well done.

(06-05-2022, 03:15 AM)mothered Wrote:

(06-05-2022, 02:44 AM)tenous Wrote: I received a refund from Meta on Paypal right now. I didn't have to do anything else. I think their emails were confusing cause the rep's first language isn't English.

Like someone else previously said, it's been processed as a RMA, not a lost order.

Whatever the case may be with how the refund was processed, the main thing Is the SE succeeded.

A job well done.