Meta quest fraud

Seffy

Wondering if anyone has any advice. I bought a meta quest online in November including a preloaded game. When we opened it on Xmas morning the game wasn't there. I've tried multiple times to get the game via meta - have a number of people 'helping' - but Still don't have my game and they're refusing to refund the money as its a known fault. They can't tell me how long it will take to fix. What are my rights? I've asked multiple times for a refund but they've refused me. What can I do? It was a gift for my son and they've behaved appallingly. I appreciate its Christmas but different people keep contacting me for the same information  and I've had enough.

MattMattMattUK

Firstly, it is not fraud.

Seffy said:

Wondering if anyone has any advice. I bought a meta quest online in November including a preloaded game. 

Where "online" did you buy it, the Meta store, another online retailer, eBay?

Seffy said:

When we opened it on Xmas morning the game wasn't there. 

Where is "there", in the box, in the linked Facebook account? Does redemption require a code that was missing or should it be automatically loaded onto the account you bought the device with?

Seffy said:

I've tried multiple times to get the game via meta - have a number of people 'helping' - but Still don't have my game and they're refusing to refund the money as its a known fault. 
I've asked multiple times for a refund but they've refused me.

What are you trying to get refunded, the whole package? The headline price of the "free" game? Something random? Did the game needed to be claimed within 28/30 days of purchase and that has not happened as you bought the Quest in November? Was it AW2?
https://www.meta.com/gb/legal/quest/aw2-promo-trial-subscription-terms/

Seffy said:

It was a gift for my son and they've behaved appallingly.

You need to take the emotion out of this, it is irrelevant and will not get you anywhere. There is an error, that does not mean that they have behaved appallingly and appeals to emotion will not accelerate them resolving the issue. 

Seffy said:

They can't tell me how long it will take to fix. What are my rights?

That depends upon exactly which package you bought, one with a bundled game, one with a "free" game on a "whilst stocks last" basis, one with a third part redemption offer etc.

Seffy said:

What can I do? I appreciate its Christmas but different people keep contacting me for the same information  and I've had enough.

You raise a formal complaint and let that run it's course first. It is Christmas, working hours are limited and disrupted, normally resolutions for this kind of thing can take around ten working days, probably longer at this time of year. 

Aylesbury_Duck

Banding an accusation of fraud around for what is a fault is unlikely to get you anywhere.

booneruk

OP - Are you referring to Asgard's Wrath 2 that was bundled with the Meta Quest 3? If so, I was sent a "redeem the game" email shortly after setting up the device. I followed the instructions in the email and now the game is registered in my account.

You might find some helpful info here https://www.reddit.com/r/OculusQuest/comments/17jns5i/got_quest_3_but_no_mention_of_the_free_asgards/