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Oculus Support Is Shocking.

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  • Ive had similar experience...this is my last message from support:

    "BenjaminJuly 09, 2016 19:31

    Hi Marcin,

    We will make sure we continue protecting your investment with the Rift, by providing you a full warranty replacement.

    Your prepaid shipping label has been processed, and should be received in your email inbox within 1-2 business days.

    Please print and use that label in sending back your entire Rift unit, including all the accessories that were provided in the original box.

    Once we receive and inspect your unit (typically 3-5 business days after being shipped to us), we will automatically issue the new replacement Rift to your confirmed address.

    Please let us know what your findings are, upon receiving the new unit, to resolve your issue and close the chargeback.

    Thank you for your time,

    Benjamin
    Oculus Support"


    Headset was sent back on last Monday, now im waiting.

    If it comes faulty i will want a refund...I think there is a flaw in the design of the headset. Top of it is very sensitive, it keeps on disconnecting from HDMI if you touch it...There must be loads of users with the same issue. Ive had this problem plus no LED lights on Oculus  after 2 weeks of use. HDMI problem was from day one...:(


  • JavbombJavbomb Posts: 33
    Brain Burst
    Well Oculus got back to me...
    ---
    HI,

    I apologize for the delay in responding to you.

    We've shipped out your replacement and FedEx has attempted to deliver it once.

    You can view the shipment's details here.

    I've updated your original contact with those details and will mark this ticket as solved, leaving your other open.

    Thanks,

    ---

    My reply:

    Great, if you had bothered to tell me you shipped it and what the tracking number was I could have picked it up this afternoon.

    How would I know you had shipped it?  Were you planning on telling me? Fed Ex do not leave calling cards. I had no idea.

    Anyway, hopefully the unit works.

    You guys seriously need to do better on communication.

    Thanks..

    ---

    Siiiiiiiiigh. Hopefully this one works.

    P-A-T-H-E-T-I-C Communication.
  • johnhelliwelljohnhelliwell Posts: 11
    NerveGear
    I'm at 10 days of no response for my request to return a faulty unit (right screen totally dead).   I got annoyed yesterday and raised 15 tickets complaining about the lack of response to my original ticket (puerile I know but i wanted to try and prompt some sort of response, even if it was we're looking into it or we're raising an RMA, or hang on a minute - anything to see that someone still had my request on their radar. ) 
    All tickets were marked as solved today, but still nothing on my original ticket.   So they have people looking at the tickets, just not anyone doing anything other than  "have you tried rebooting / unplugging the cable and plugging it back in " answer

    @cybereality I know you must get a ton of these everyday but any chance you could take a look at my ticket?  It's ridiculous.
  • PravusJSBPravusJSB Posts: 143
    Art3mis
    I've now had confirmation that my Rift is faulty... And they want to RMA it. After reading this there is no way I'm going through that! Has anyone had any success in getting a door step swap or at least paying for a new rift and a refund once old rift has been sent back?
  • Marcin83_PLMarcin83_PL Posts: 2
    edited July 2016
    PravusJSB said:
    I've now had confirmation that my Rift is faulty... And they want to RMA it. After reading this there is no way I'm going through that! Has anyone had any success in getting a door step swap or at least paying for a new rift and a refund once old rift has been sent back?
    You will wait a bit. To be honest with you, i would just get your money back...After being ignored i decided to do a claim with paypal.There was response, label  and all that. They had 15 days to resolve the issue (i did wait fair bit prior to this) 17th was the last day before paypal would look into it. Today(19th) i had refund from Paypal, looks like i was refunded due to lack of communication from the seller. They received the headset back last Wednesday, promising quick dispatch of the new one. 
    Im happy with the refund, would consider buying Vive now.
    They can afford to send FREE headsets but cant afford customer service!

    20 days it took me to get anywhere,
    I know there is a fault with every(almost) headset and they know that too.(thats why they are so busy)
    Take your money back and run!

    Worth waiting for revised version or next generation, cos this one is a disaster!

    £500 Piece of crap and i mean hardware quality not technology.



  • cyberealitycybereality Posts: 26,156 Oculus Staff
    @johnhelliwell I'll have someone look at your ticket. Sorry for the delay.
    AMD Ryzen 7 1800X | MSI X370 Titanium | G.Skill 16GB DDR4 3200 | EVGA SuperNOVA 1000 | Corsair Hydro H110i
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  • ThouwlinThouwlin Posts: 8
    NerveGear
    After 4 attempts to get a status for my faulty rift I filed a dispute with Paypal.  Not much else I can do on my side.
  • cyberealitycybereality Posts: 26,156 Oculus Staff
    I'm really sorry @Thouwlin. I may have been able to help, but it's too late now.
    AMD Ryzen 7 1800X | MSI X370 Titanium | G.Skill 16GB DDR4 3200 | EVGA SuperNOVA 1000 | Corsair Hydro H110i
    Gigabyte RX Vega 64 x2 | Samsung 960 Evo M.2 500GB | Seagate FireCuda SSHD 2TB | Phanteks ENTHOO EVOLV
  • PravusJSBPravusJSB Posts: 143
    Art3mis
    edited July 2016
    I'm really not happy with the sound of this, I do not pay this kind of money to be jerked around. I asked for a refund instead and was told 'we do not refund used rifts'.... This is not used, it's faulty! As far as I'm concerned I'm protected with rights afforded to me by my country and by the EU. If the legal contract Oculus entered into with me is not fulfilled satisfactorily (i.e. a working device in exchange for my money) I'm entitled to a refund! This is terrible... I wonder what the press would do with this information?
  • AndyW1384AndyW1384 Posts: 307
    Trinity
    PravusJSB said:

    [snip] As far as I'm concerned I'm protected with rights afforded to me by my country and by the EU. If the legal contract Oculus entered into with me is not fulfilled satisfactorily (i.e. a working device) I'm entitled to a refund! [snip]
    Get proper advice from a consumer rights organisation (or a solicitor specialising in consumer law) before making this assumption. You may well be protected, and able to argue your case with Oculus, but the law on entering into a purchase from an overseas company and importing the product into your country may possibly be different.
  • PravusJSBPravusJSB Posts: 143
    Art3mis
    edited July 2016
    Hi Andy, sound advice of course. But as far as I understand it the EU laws in this area are the same and litigation is fairly straight forward making a claim up to €2,000.

    But then again I don't need to bother with all of that, I used PayPal and I'm covered by their buyer protection and if that fails I used my credit card to pay for it. Which has protection of it's own.
  • b10ceyb10cey Posts: 53
    Hiro Protagonist
    Got the another RMA label finally. 6 weeks on. If the last time is anything to go on hopping for the same turnaround of around a week. They better not send me another refurbish, fingers crossed the issue is resolved once and for all. If not I am out.
  • PravusJSBPravusJSB Posts: 143
    Art3mis
    You were sent a used HMD? How do you know this?

    What did you send the original HMD back for please?
  • LZoltowskiLZoltowski Posts: 6,774 Volunteer Moderator
    edited July 2016
    @b10cey I wouldn't be surprised if before sending an RMA the team would test the unit? That would mean opining opening it and using it? Just a hunch.
    Core i7-7700k @ 4.9 Ghz | 32 GB DDR4 Corsair Vengeance @ 3000Mhz | 2x 1TB Samsung Evo | 2x 4GB WD Black
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  • ChazmeisterChazmeister Posts: 538
    Neo
    b10cey said:
    Got the another RMA label finally. 6 weeks on. If the last time is anything to go on hopping for the same turnaround of around a week. They better not send me another refurbish, fingers crossed the issue is resolved once and for all. If not I am out.
    Don't get your hopes up, they've had mine for 13 days now and I've heard nothing back from them about it. I did open a ticket asking for an update, but I was just told that the process was automated and I'd receive an email with a tracking number when a new one is dispatched.

    For saying all they are supposed to be doing is opening my returned box to check the contents before sending a new one out, it is taking an awfully long time. This is just getting beyond ridiculous. If the next one breaks down then I am just going for a straight refund as I'm not going through all this again.
  • b10ceyb10cey Posts: 53
    Hiro Protagonist
    @ PravusJSB , It came with marks on the headset and was clearly a return/refurbish as per earlier in the thread.

    @ LZoltowski The unit will does not need to be opened as soon as you look through the lenses you can see snake skin like mark.

    Bottom line is I am once again returning a faulty unit and expect a new non defect in return. If it happens again a refund will be requested and the PSVR will be purchased.


    Chazmeister I didn't get any notification of a new headset being dispatched the last time only my UPS choices that a parcel was to be delivered to my address.
  • SteveEscoSteveEsco Posts: 18
    NerveGear
    OK, I have had no further responses to my request for help. My ticket request (#234061) is being ignored or something since last Thursday. Why is that?

    @cybereality Can you help?

    My Rift worked great for a few days. I put my Rift down one night and the next night I picked it up only to find that it was no longer detected. My system does not Sleep and does not Hibernate. It's on 24/7 and there seems to be no explainable reason for this.

    I tried everything from re-seating the cable on both ends, trying different USB ports, performing a clean install of the Oculus software, to a clean install of Windows 10, to a completely different system and no matter what I do, I am getting the same result. No detection of the Rift on either the HDMI and USB.

    Why is Oculus ignoring my ticket? Do I have to go the chargeback route?
  • cyberealitycybereality Posts: 26,156 Oculus Staff
    You're not being ignored. Oculus Support is dealing with a huge amount of tickets, and it takes time to respond. Please be patient and you'll get an answer. Sorry for the delay.
    AMD Ryzen 7 1800X | MSI X370 Titanium | G.Skill 16GB DDR4 3200 | EVGA SuperNOVA 1000 | Corsair Hydro H110i
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  • Comic_Book_GuyComic_Book_Guy Posts: 1,195
    3Jane
    Troubling. I should have used Pay pal instead of my loadable/prepaid Mastercard : /
  • ColinBColinB Posts: 236
    Nexus 6
    Huge amount of tickets !! Why ?

    I wonder if any Retailers at all are really serious about stocking this contraption?

    Surely not?
  • TwoHedWlfTwoHedWlf Posts: 2,234 Valuable Player
    ColinB said:
    Huge amount of tickets !! Why ?

    I wonder if any Retailers at all are really serious about stocking this contraption?

    Surely not?
    Yeah, can't imagine any retailers that would be interested in stocking a product that they can sell as many as they can get almost instantly.
  • PIXELATEDPIXELATED Posts: 242
    Nexus 6
    @cybereality
    Please can you help #238246 'Hardware Error' to enable RMA
    My rift connects/disconnects and is un-usable
    Win 10 Pro, GTX 1080, Asus Z170 Deluxe, Nvidia 391.35
  • LitespeedLitespeed Posts: 329
    Trinity
    PravusJSB said:
    I'm really not happy with the sound of this, I do not pay this kind of money to be jerked around. I asked for a refund instead and was told 'we do not refund used rifts'.... This is not used, it's faulty! As far as I'm concerned I'm protected with rights afforded to me by my country and by the EU. If the legal contract Oculus entered into with me is not fulfilled satisfactorily (i.e. a working device in exchange for my money) I'm entitled to a refund! This is terrible... I wonder what the press would do with this information?
    AFAIK the vendor has the right to at least one repair attempt of the fauly product before having to offer a refund. At least according to German law which should be in line with EU regulations.

    That is independent from your right as an online customer to check out the product as you would be able to in a store and return it if you don't like it. But that is limited to a period of 2 weeks after receiving the product.

    I am saying this as a layman, not a lawyer.
  • EliteSPAEliteSPA Posts: 1,560
    Project 2501
    edited July 2016
    If you think HTC support is better.....watch this video and surprise yourself.

    HTC Vive Customer Service Nightmare




    i7 6700K @ 4.2 GHz | Corsair 16GB DDR4 PC2300 | GTX 1080 Ti | Asus z170-Pro | Corsair RGB Strafe Keyboard | Logitech G27 | Oculus CV1 + Touch + 4 Sensors | Win 10 64 bit | Acer Predator x34 @ 100Hz
  • AndyW1384AndyW1384 Posts: 307
    Trinity
    EliteSPA said:
    If you think HTC support is better.....watch this video and surprise yourself.

    HTC Vive Customer Service Nightmare




    While I'm in no way surprised, I still feel that just because HTC is doing badly on customer support is no reason or excuse for Oculus to do badly. Competing companies ought to be in a race to the top, not a race to the bottom.

    Honestly, the biggest problem I have with Oculus support is the complete lack of communication. The trained staff who are able to examine and analyse the logs are overloaded, and it takes time to recruit and train additional ones? Fine. But tell us what the situation is when a ticket is passed to second-line support, and keep us regularly updated about where our ticket is in the queue and how long the estimated remaining wait time is. Hell, that part could probably be automated!
  • LZoltowskiLZoltowski Posts: 6,774 Volunteer Moderator
    EliteSPA said:
    If you think HTC support is better.....watch this video and surprise yourself.

    HTC Vive Customer Service Nightmare




    There are quite a few videos on youtube with HTC rants 
    Core i7-7700k @ 4.9 Ghz | 32 GB DDR4 Corsair Vengeance @ 3000Mhz | 2x 1TB Samsung Evo | 2x 4GB WD Black
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    Be kind to one another :)
  • Hiro_Protag0nistHiro_Protag0nist Posts: 4,817 Valuable Player
    AndyW1384 said:
    EliteSPA said:
    If you think HTC support is better.....watch this video and surprise yourself.

    HTC Vive Customer Service Nightmare




    While I'm in no way surprised, I still feel that just because HTC is doing badly on customer support is no reason or excuse for Oculus to do badly. Competing companies ought to be in a race to the top, not a race to the bottom.

    Honestly, the biggest problem I have with Oculus support is the complete lack of communication. The trained staff who are able to examine and analyse the logs are overloaded, and it takes time to recruit and train additional ones? Fine. But tell us what the situation is when a ticket is passed to second-line support, and keep us regularly updated about where our ticket is in the queue and how long the estimated remaining wait time is. Hell, that part could probably be automated!

    No offence but i seem to think a lot of the issues we see on here may be because many non-technical people who don't usually deal with graphics cards, USB and HDMI sockets are quite rightly very excited and rushing out to buy expensive PCs and HMDs and instead of knowing how to carry out basic fault-finding (cables first, then config and finally components) they are going straight to the manufacturer.

    No big deal, things will just take time.
  • AndyW1384AndyW1384 Posts: 307
    Trinity
    andyring said:

    No offence but i seem to think a lot of the issues we see on here may be because many non-technical people who don't usually deal with graphics cards, USB and HDMI sockets are quite rightly very excited and rushing out to buy expensive PCs and HMDs and instead of knowing how to carry out basic fault-finding (cables first, then config and finally components) they are going straight to the manufacturer.

    No big deal, things will just take time.
    That may well be, and while that could be the cause of the second-line teams being overloaded, they do have a front-line team to deal with basic config issues. Either way, that still doesn't excuse Oculus Support from a basic failure to communicate with their customers about timescales and delays in dealing with their queries. 

    Oh, and it is rather hard to check cables when they are either hard-connected to the device (the tracking camera) or custom cables with non-standard connectors (the headset). That is a rod Oculus made for their own backs.
  • ChazmeisterChazmeister Posts: 538
    Neo
    Well my HMD has now been back at the RMA centre for 2 weeks and I've still not heard anything yet. I've just seen a message from some one else I was discussing this with who was also RMAing their unit and they had a message that a new unit was being sent out to them the very next day after their defective unit arrived there. So something is not right here with my RMA process.

    I've already sent a ticket asking for an update to support but was told thye process was automated and to wait for a response. Obviously that is not happening.

    How do I go about sorting this out?
  • b10ceyb10cey Posts: 53
    Hiro Protagonist

    Well my second rift has been sent RMA via UPS. The last one took just over a week turnaround time. So I am expecting within if not better time frames as new orders are available next day.

    I also hope a new rift will be sent and not a refurb this time as stock levels settle down.

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