Where is the link to start the RMA process?! — Oculus
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Where is the link to start the RMA process?!

falken76falken76 Posts: 2,776 Valuable Player
I'm sick and tired of the HDMI disconnect problems with this headset.  I bought it in August and it has been plagued with this since I bought it, but I didn't have any games that I played all that much until I bought this star trek game.  Now the headset will cut out constantly, the screen will go black and when it reconnects my mic doesn't work.  I went here:

https://support.oculus.com/

Where do you go from there?  @cybereality can you post a direct link to whatever form we need to fill out to start the RMA process?  I assume this will take the better half of over 30 to 60 days since so many people report that it takes days between responses and most of those responses will be basic trouble shooting garbage that won't fix a thing.  So I better start this before the warranty runs out.  And does Oculus provide an RS tag or are we expected to flip the shipping bill?  This thing is heavy and bulky, shipping will be expensive.

Comments

  • falken76falken76 Posts: 2,776 Valuable Player
  • cyberealitycybereality Posts: 26,156 Oculus Staff
    Go here:
    https://support.oculus.com/
    Click Contact Us, then Click Here to submit a support ticket.
    It doesn't take 60 days. People like to exaggerate or you only hear the horror stories. If an RMA is needed, everything is pre-paid for you.  
    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
  • ThmoasThmoas Posts: 317
    Trinity
    "Contact us" and then "Submit ticket" (its not in color like the other links).

    They will be able to help. Follow instructions exactly and it should go relatively smooth. In Belgium I did 2 rma's, both took about 25 days from ticket creation to he headset being delivered.
  • falken76falken76 Posts: 2,776 Valuable Player
    Thank you, I just submitted a ticket.
  • falken76falken76 Posts: 2,776 Valuable Player
    I swapped the USB 3 ports for a sensor and the HMD, then I checked device manager and all the USB hubs had power management on so I turned it off on all of them.  Maybe it was that power setting because the headset has only had one disconnect when I took it off, otherwise I've been able to get a few games of star trek in with no problems.
  • falken76falken76 Posts: 2,776 Valuable Player
    I ended up fixing this myself by combing through old forum posts.  Why is support so bad here?  It is completely absent, I opened a ticket on May 31st and here it is June 3rd and I have no more than the standard response from their listserv that acknowledged that I opened a request and nothing but silence since.  Is this piss poor support timing a ploy to run out a buyers warranty?  I find the support I'm receiving to be appallingly lackadasical at the very best.  Is it that your product is so faulty that support is in a constant state of "Experiencing a high volume of claims"?  I feel like I'm getting the support I would get if I brought in an off brand TV back to walmart without a receipt and demanded a cash refund.  Maybe Rift isn't doing so well against the competition because rumors of the quality of support you receive after dropping so much money is that there is no support at all.

    If I'm expected to "troubleshoot" with support on this piss poor timing they seem to feel is A OK it will take a freaking full year to get to the bottom of it.  What is this?  2 weeks between replies and I'll have to answer a series of questions?!  Is my ticket even still opened?  I'm positive this thing will start acting up again, it has had a disconnect issue since I bought it and it's giving the occasional hick up even with the power management turned off on USB which is what appeared to have fixed the issue.
  • HjalmHjalm Posts: 31
    Brain Burst
    My experience has been completely opposite with tech support.  I got an answer two hours after I submitted my ticket and follow ups on the next day.  I live in Washington State and wonder if that is a factor.  
  • falken76falken76 Posts: 2,776 Valuable Player
    I'm hoping it's really just being busy and then the weekend being so close.  I just want to be able to make sure this thing is ok before my warranty ends and that's coming up in August.
  • falken76falken76 Posts: 2,776 Valuable Player
    @cybereality ; Can you check on the status of this support ticket?  It seems to be going in the direction of that 60 day support timeframe despite what you said.  It is ridiculous that I opened this may 31st and all I've received is the confirmation.  Is my ticket even opened any longer?  I'm sorry but Oculus Rift support is the absolute worst I've ever experienced.  This is ridiculous.
  • falken76falken76 Posts: 2,776 Valuable Player
    edited June 2017
    https://www.reddit.com/r/oculus/comments/4n47ow/what_can_i_do_when_oculus_support_are_not/  Come on Oculus!  Hey @cybereality the lack of support at Oculus is legendary, but you're mentioned as a possible go to guy to speed up the process in that link. You're reported as the only asset at this company that can "remind" support that the ticket is opened, there are no other channels for help.  Support here is TERRIBLE.
  • Hiro_Protag0nistHiro_Protag0nist Posts: 4,758 Valuable Player
    Have you tried it on a "known good PC"?
  • falken76falken76 Posts: 2,776 Valuable Player
    No, I'd have to take it all the way across town to a friends house.  I've found a temporary work around.  I have no clue if it's hardware related to this hmd or not, but it has HDMI disconnects that are actually related to the USB and not HDMI at all.  Swapping USB 3 ports with one of the sensors seems to have fixed most issues, but it still disconnects randomly.  When it comes back sometimes the Mic no longer works or the HMD won't recover.  I've learned all I have to do is re-seat the USB for the HMD and it's good for a long time again.  This is clearly not how it is supposed to function and I'm going to be coming up on my 1 year warranty expiration here soon and I don't want this thing to turn into a $600 brick the day before they respond to my ticket.
  • cyberealitycybereality Posts: 26,156 Oculus Staff
    Hi, @falken76 . Really sorry for the delay, I was travelling for a few days. In any case, it appears maybe you missed an email from our support team, or it went into a spam folder or something. According to the records, you ticketed in on May 31 at 2:01 pm and one of our agents responded to you just 11 minutes later. After that, I don't see any other responses from you or support. Please check your email to see if you can find the questions we asked (responding to the email will reopen the ticket). Or place a new ticket if that is easier for you. After you do this, PM me the ticket number so I can make sure we can take care of it. Thanks.
    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
  • falken76falken76 Posts: 2,776 Valuable Player
    Thank you @cybereality I got a confirmation email in my inbox, but the response from the support person was in spam.  I'm waiting on support right now, but I think this is possibly going to be related to my USB ports.  Can you post a link to that Asmedia card from Amazon?  I'm going to buy it and see if it makes a difference since my computer changed a 3.0 port to a 2.0 port right before my eyes on oculus connected hardware.  If that isn't the problem, I'll just use the additional card for my external usb 3.0 Hard drives.
  • cyberealitycybereality Posts: 26,156 Oculus Staff
    This is the approved add-on card.
    https://www.amazon.com/Inateck-Superspeed-Ports-PCI-Expansion/dp/B00B6ZCNGM

    I wouldn't worry about the USB 2.0 message, the sensors should still work on USB 2.0. However depending on the USB controllers in your computer you could potentially run out of bandwidth (which is why the add-on card helps). 
    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
  • falken76falken76 Posts: 2,776 Valuable Player
    What concerns me is that it was reading a USB 3.0 port on the Oculus software in devices under settings.  It just changed to 2.0 on both the HMD and the other sensor at one point.  I get the feeling something is happening and my system is automatically dropping the ports down for compatibility for some reason, I wonder if these random disconnects after a re-seat are happening when the port changes from 3.0 to 2.0 when it finally comes back up.  In any event, I'll try out the card and worst case scenerio is I have a decent card that can power my USB 3.0 hard drives.  Thanks for the link.

    Also, if I take just the headset over to my friends house or my brothers house whom both have rifts.  Will I just be able to plug it in for testing?  Or will the non matching Serial Numbers be an issue for the software?
  • cyberealitycybereality Posts: 26,156 Oculus Staff
    You can take a Rift to a friend's house, it should work. The games are tied to your account, not the hardware, so if you login with your username you can access your games. The only thing you don't want to do is setup Touch controllers (for the first time) on a friend's account, as then they will get your free games. Hope that helps.
    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
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