cancel
Showing results for 
Search instead for 
Did you mean: 

Support is slow

EliteSPA
Superstar
The 10th of June I contacted to support to solve a problem with my right speaker on the CV1, they asked me to try lot of things like usb swap, drivers, etc...I did that already before talking with them. I told them that is hardware related and nothing to do with my PC or software installed, cause it brakes the sound when you move the foam. So today I still waiting a solution for my problem without any success. I think people from support dont know nothing about the problem and got just copy/paste templates that they use to answer their customers. So guys be aware if you have some trouble with your Oculus product, cause is going to take long time until they fix it, I know some very lucky people got their problem solved, but for me support is useless ATM. Will report back what is happening. @cybereality I hope you can do something about this, you helped me a lot in the past and I have trust in your powers!

EDIT: I have nothing against support has been always be very kind with me, but this time I feel alone.
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
10 REPLIES 10

cybereality
Grand Champion
So I know it can seem redundant, but we have to ask customers to do basic troubleshooting steps before we can authorize a replacement. You'd be surprised how often simple things (such as reseating cables, disabling anti-virus, or even restarting the computer) will actually resolve the problem. 

I see your ticket, and it was opened 2 days ago with multiple back and forth responses from our agents. This is completely normal and not what I would consider slow. However, I can understand it can be stressful having issues with your device and I hope we can resolve the situation shortly. 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

EliteSPA
Superstar
14/6 and still no answer from support, when I bought something from amazon, xtrememedia, pccomponentes they give you a solution in less then 24 hours, I can show you the ticket that was opened on the 10th of June, so 4 days has pass, not 2. Second thing, the Rift is under warranty, in EU is 2 years, so I dont get the point, people with the same problem that I have got a new rift stright on.
 
And I spend a lot of $$$ in Oculus devices and software, first the DK2, later on the cv1, then touch controllers, then another 2 sensors, then the earphones and a lot of games.
Cheers

BTW in the attached image where does it says 12 of June? it says the 10th......
5iu00913mr2y.png

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

Wildt
Consultant
In my experience they're pretty fast at telling you to record a video of the problem, regardless of how pointless it seems.
PCVR: CV1 || 4 sensors || TPcast wireless adapter || MamutVR Gun stock V3
PSVR: PS4 Pro || Move Controllers || Aim controller
WMR: HP Reverb

falken76
Expert Consultant
You bought those overpriced headphones they sell here?  Stock are good enough.  It's a shame that those ripoff headphones are already faulty.

EliteSPA
Superstar

falken76 said:

You bought those overpriced headphones they sell here?  Stock are good enough.  It's a shame that those ripoff headphones are already faulty.


Is not the headphones, its the headset
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

cybereality
Grand Champion
Sorry for the delay. Let me get someone on your ticket. 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

JettStiles
Adventurer
I think the support differs from country to country - opened two tickets with the german support and both times heard back from them within a day or so (even had questions and answers bouncing back and forth).

So looking at your issue you definately have my sympathy but not all of Oculus support is bad.
Intel Xeon E3-1231v3 @ 3.40 Ghz -- Kingston Hyper X 8GB DDR3-1600 -- EVGA GTX980 ACX 2.0 -- Asus H97M-Plus -- Asus VG278H 120Hz 3D Monitor

vanfanel
Heroic Explorer
I've always had quick replies about issues whenever I contact support.  The last ticket I sent was around midnight saturday.  Didn't expect to hear anything til monday but got a reply back in less than an hour.  We went back and forth til about 1AM when I got the problem resolved.  Of course every problem is different and being someone that has worked in TS in the past I've learned to send as much information as I can in the first request to avoid the tedious back and forth troubleshooting.  I pretty much send them all my logs, any pics/videos I have, links to any info on webpages and every attempt I've made so far in trying to solve my problem.

If the pic of your support ticket above was your initial request I can see why you had to go through so many hoops. 

EliteSPA
Superstar
So finally Oculus is doing something about my problem and I only can say, Thanks to Oculus support and the crew!  😉

This is why I choosed Oculus instead of Vive, thanks again.
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