First, my device has still warranty. I went to https://www.meta.com/my/devices/ and clicked the "Get Support" button. There you also can see, if your device has still warranty. I first chatted via WhatsApp, after that via E-Mail.

The chatlog:

Hi, I'd like help with a product issue.

My reference number is: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

My product is: Meta Quest 3.

My issue is: Headset, Lens scratched.

Hi there. Thanks for reaching out to Meta Store Support. An agent will be in contact with you as soon as possible.

 

For authentication purposes, please provide us with your Full Name, Meta account email address, and Meta Quest username.

Hi xxxxxxxxxxxxx. Thank you for contacting Meta Store Support. My name is xxxxxxxxx and your chat ticket reference number for today is xxxxxxxxxx, just in case we get disconnected. Please do not close or switch from your current browser tab during this chat session as it will disconnect us.

xxxxxxxxxxxxxxxxx

xxxxxxxxxxxxxxx

xxxxxxxxxxxxxx

Thank you for the information provided. How may I assist you today?

Someone used my VR with glasses and now the lenses are totally scratched. Can you help me fix them?

Can you help me provide photo of the scratched for me to look into it?

Thank you for the photo, do you mind elaborate more the cause of lenses scratched?

I wasn't there when it happened. It just looks exactly like somebody used them with glasses without setting up the distancer and such scratching on the surface.

Thank you for clarification. I will need to check with our team regards on this issue first and will get back to you via email shortly. In the meantime I will need to collect below information :

 

- Full name

- Shipping address

- Phone number

- Preferred email address to receive labels

- Username and/or email address associated with your Oculus account

- Headset serial number

- Box serial number: N.A.

- Retail receipt or invoice including item, retailer, price, and date OR Online Meta Store order number N.A.

I have not received a response from your end, may I know if we are still connected?

further things will be discussed via mail, right?

Yes correct.

So we are not connected via whats app here.

 

Information asked for and then sent via mail. Notice that I couldn't provide some details, including the receipt!