What happens when Oculus Support doesn't get back to me for a critical issue?

jido-genshi

 I’ve been trying to contact Oculus Support through the contact form on the site for a week now and have not received a response at all. My Oculus Go battery no longer holds a charge and charging itself is erratic. There seems to be two issues, the fragile Mini USB port no longer makes a solid connection, and the battery itself seems defective (it’s been heating up excessively.) 

When I can get the Mini USB port to connect, it only charges up to about 35-45% even after leaving it plugged in for 12 hours! Then, once I turn on the Go, it depletes within 10-15 minutes. It needs to be returned for a new one. I’ve only had this for 9 months and it shouldn’t already be dying on me… it's funny because a month ago they got back to me quickly regarding needing a replacement for a lost lens ring, but a potential exploding battery I guess is not as important?

jido-genshi

Still no response from Oculus from my initial support request 2 weeks ago, or my second and third requests, nor any response here. Are they trying to run out my warranty period so they don't have to deal with the issue? Is it lawsuit time? Either way, this is BS! I have a serious issue, I can't use my Oculus Go that I paid money for (and paid a lot of money for all of the apps I use) and it's just sitting there, a dead paper-weight, while my support requests go unanswered!

Digikid1

@OculusSupport hey guys. Get your act together and help this guy!!!!

OculusSupport

jido-genshi said:

Still no response from Oculus from my initial support request 2 weeks ago, or my second and third requests, nor any response here. Are they trying to run out my warranty period so they don't have to deal with the issue? Is it lawsuit time? Either way, this is BS! I have a serious issue, I can't use my Oculus Go that I paid money for (and paid a lot of money for all of the apps I use) and it's just sitting there, a dead paper-weight, while my support requests go unanswered!

Hey @jido-genshi, I'm sorry to hear you're not receiving any responses. I believe that I was able to locate your ticket and I do see support emailed you on March 2, March 5 and March 8. I also had someone follow up with you today. If you're not getting messages, please check your spam folder in case the messages are ending up there. You can also go https://tickets.oculusvr.com and sign into your account to check your ticket activity as well. Thanks! -Rick

jido-genshi

OculusSupport said:

jido-genshi said:

Still no response from Oculus from my initial support request 2 weeks ago, or my second and third requests, nor any response here. Are they trying to run out my warranty period so they don't have to deal with the issue? Is it lawsuit time? Either way, this is BS! I have a serious issue, I can't use my Oculus Go that I paid money for (and paid a lot of money for all of the apps I use) and it's just sitting there, a dead paper-weight, while my support requests go unanswered!

Hey @jido-genshi, I'm sorry to hear you're not receiving any responses. I believe that I was able to locate your ticket and I do see support emailed you on March 2, March 5 and March 8. I also had someone follow up with you today. If you're not getting messages, please check your spam folder in case the messages are ending up there. You can also go https://tickets.oculusvr.com and sign into your account to check your ticket activity as well. Thanks! -Rick

Not sure why I didn't get these previous emails. I always check my spam folder and back in November I had no issue getting emails from you guys... but I do see the responses in the "tickets" site. Thanks!

jido-genshi

I even checked on the server level to see if the emails got caught there, nothing. So I've changed my email for support in hopes that I will again receive emails from Oculus Support. Thanks again for responding, I've provided all the requested info on the ticket.

Digikid1

Glad to ring the bell for ya. 

jido-genshi

Digikid1 said:

Glad to ring the bell for ya. 

Thanks, I really appreciated that!