This might not be the right place but as it includes problems with the Oculus support....
I recently bought an Oculus GO.
Due to being in a more or less remote area of Australia with limited access to bigger home entertainment stores I tried to find one that at least would offer shipping.
Again no luck at all as I always got the answer that they don't stock the GO.
Some even have to import the Rift as down here it seems no one really invests in this technology.
That meant I had two options left:
a) Import directly from the US, add import taxes and all plus shipping costs in the range of $100AU.
This would have increased the price of my 64GB GO to just over $700AU, or just over $500US!
b) Seek other online options to buy a GO brand new.
Amazon AU did not offer the GO and their US site did not offer shipping, so Ebay was the last available option.
Just days after the GO arrived I noticed a dead pixel right in the center of the view.
Once I noticed it on that white background it always popped right into my eye.
Only on dark backgrounds or yellow/green/blue the dead pixel is not (as much) visible.
All mixed colore are messed for this single pixel and it just appears dark.
A quick Google search revealed that this problem is not only existing since the first shippments of the GO.
It also revealed that the standard procedur seems to be contacting the support and waiting for one or more replacements until the customer gets one without faults.
Ok then I thought...
I bought a brand new and sealed device for $500 and it arrived with the well known problem of dead pixels.
Quality control is not essential enough to provide a working product but taking responsibility for it seems to be even less of a requirement.
Ebay is a selling platform like Amazon but Amazon refuses to provide shipping or products for the AU webiste and market.
And with Ebay I had dead or faulty arrivals in the past.
A dead Nokia phone, a tablet that constantly rebooted, even a kitchen mixer that burnt the motor on first use.
Never I had a problem going through the manufacturer directly with these warranty claims.
Quick video or some pics of the problem and within days I had a replacement unit with a pre paid envelope to send the old one back.
And yes, they all were "private" sales like with the GO but all also brand new and never used.
All companies had no warranty objections after giving the Ebay and Paypal invoices as a copy that indicated a brand new device.
My first attempt was the quick way out by contacting the seller about the problem and a possible replacement.
Needless to say there was neither any stock left nor did the seller see it as his problem as the GO was factory sealed in the box.
Ebay did not see a valid claim either as the problem clearly is a faulty product and not the fault of the seller.
Paypal stated there might be options but again pointed to the fact that the device was brand new and that the seller, Ebay or Paypal could not be made responsible.
The buyer protection in this would not cover me as the product was brand new and should be under full manufacturer warranty.
They all agreed that my warranty claim like similar cases before should be handled by the manufacturer directly.
Here is the last Email from the support team, quote:
"Thank you for getting back to me with the requested information.
As eBay is not one of our authorized retailers, we cannot use an eBay invoice as a valid form of the proof of purchase. The Limited Consumer Warranty is only applicable to units purchased from authorized retailers. More information on the warranty can be found here.
Your best option would be to see if the eBay seller could potentially exchange your unit for a different one if possible.
Thank you for your understanding.".
Now mind you that to get this point I had to waste two days trying to capture a clear image showing the offending pixel.
A bit pointless if the problem is well known since the first devices shipped out.
After this I was asked to provide all serial numbers, my full name, address, phone number and such.
To complete it with yet another response Email I was asked my claim can only proceed after I add my payment options to my Oculus account.
Not enough still as right after I was asked to provide proof of purchase.
Only to get an Email stating that the lack of quality control is now entirely my problem and that I wasted $500 ?
Oculus does not provide any list of authorised resellers in AU that I could find on their website.
Same for not stating that a customer is only entitled to any warranty if he or she bought the device from an authorised reseller.
But of course Oculus is more than happy to take my money for purchses made from their store on the device or linked phone.
Dodgy is the nicest word that comes to my mind here.
I would understand some reluctance for a problem that is new or different, like a faulty USB port, controller problems or such.
However I fail to understand it for a more than just well known problem that Oculus still does not seem to address before a device leaves their manufacturing plant.
Right now I am just glad I did not buy any apps or games as I was unsure how a replacement unit would affect getting them back on it with ease.
I assume a refund for purchases made would be refused too on such an "unsupported" device.
Again no info for this can be found easy despite it happening a lot...
I was looking forward to the updated version that is claimed to be available in 2019 but right now I can only say I can't consider it.
What more can I say?
Well, I could say I trusted a company to provide a decent and fully working product.
This would mean saying I did wrong by doing so without contacting them first to check if their devices actually work as advertised and to ask about the many options the company has to refuse a warranty claim for a brand new device.
As said, never had such issues with new products and a refused warranty, especially not for a product that is registered in my name and linked to my bank account....
Why again did I have to register first, then take pictures, then add more information?
Would be too easy to ask all this with the first response to a warranty claim, wouldn't it?
Right now my only option seems to be a forced Paypal claim hoping that Paypal will sort a warranty claim with Oculus - which is highly doubful from what I got from the Paypal support so far.
If that fails I can only sell it at a loss, so without being a dodgy seller like Oculus:
I would have to list it as used.
I would have to state the faulty pixel and that the device is not accepted for support through Oculus.
So if you were up to save a buck, how much would you pay for something that annoys the crap out of you every time the pixel lands on a grey, white or otherwise brighter area?
Might as well just donate it to the nearest OP shop LOL
No offence though as I learned a valuable lesson with my GO:
Don't buy a product from a company that has no working quality control.
What is your support experience in regards dead pixels, assuming I am the only one in the world that did not buy it from an authorised reseller?