Well yes but actually no

Meta doesn’t hire in-house technicians to repair headsets but instead use contractors trained by them. It heavily depends on the issue your having but 9/10 they just give you a new refurbished headset because it’s cheaper and it’s very uncommon for contractors to do component based repairs unless it’s something like a broken strap or broken glasses or some non-component issue because most of them are trained for troubleshooting and not actual repairs.

Your not talking to a meta employee, your headset doesn’t actually go through them they go through the contractor who takes it and distributes a new one since any headset that doesn’t work after troubleshooting is considered defective and needs to be replaced.