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Please do not submit duplicate support tickets

ShowbizDonkeyShowbizDonkey Posts: 148 Oculus Staff
Hey everyone - 

In reviewing customer support contact data, we found that there are a large number of duplicate support tickets being submitted. These duplicate tickets and chats ultimately slow down the team's ability to respond. We understand that the wait times right now are frustrating, and we are truly sorry about that. That said, submitting a duplicate ticket or starting a chat to check on the status of your original ticket will only result in further wait times to both you and others. It will not speed up our response times.

As a result, we kindly request that you only submit a single support ticket for any issues you are experiencing and keep any response to that thread.

If you are on Rift or Rift S and are experiencing an issue, it will help our team to have logs from your PC so we can see what's going on behind the scenes, should we need to dig into the issue more deeply. In order to collect these logs, please do the following:
  1. Open the Run window (Windows key + R).
  2. Enter and run: C:\Program Files\Oculus\Support\oculus-diagnostics\OculusLogGatherer.exe
    • The above link is the default directory. Bear in mind that if you installed the Oculus software to another drive you will need to update the command with the correct file path.
  3. Select the checkbox next to ‘Full logs’.
  4. Select "1 day" from the "Collect last" drop down list.
  5. Wait for the log collection to finish. This can take some time to complete.
  6. The program will automatically generate a zip file containing your logs, which will be saved to your desktop automatically.
  7. Attach the newly created zip file to your ticket submission.
Thanks for all of your patience and understanding while the team works through this busy time.
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Comments

  • KnutsiVRTV-twitchKnutsiVRTV-twitch Posts: 145
    Art3mis
    Completely agree with @TomCgcmfc up there @ShowbizDonkey. I think a good amount og people went out to buy PCI cards and hubs unnecessarily because of rumours without insight into what in the logs would indicate these solutions would work. Throw us a bone.

    It would also be good to have at least some indication of where in the queue you are. Isn't this the main reason people contact you chat to check on their ticket? E.g. 7 days since my submission I have no idea how much longer I have to wait. In another 7 days and the 14-day open return period for EU products ends. If I don't know anything about the progress, these kinds of things get tempting.
  • SinsinfulSinsinful Posts: 66
    Hiro Protagonist
    knutsi said:
    Completely agree with @TomCgcmfc up there @ShowbizDonkey. I think a good amount og people went out to buy PCI cards and hubs unnecessarily because of rumours without insight into what in the logs would indicate these solutions would work. Throw us a bone.

    It would also be good to have at least some indication of where in the queue you are. Isn't this the main reason people contact you chat to check on their ticket? E.g. 7 days since my submission I have no idea how much longer I have to wait. In another 7 days and the 14-day open return period for EU products ends. If I don't know anything about the progress, these kinds of things get tempting.
    Is it confirmed the PCI-e USB card does not work then? I thought there was a few reports of it solving some of the issues?
  • KnutsiVRTV-twitchKnutsiVRTV-twitch Posts: 145
    Art3mis
    edited May 29
    Sinsinful said:
    knutsi said:
    Completely agree with @TomCgcmfc up there @ShowbizDonkey. I think a good amount og people went out to buy PCI cards and hubs unnecessarily because of rumours without insight into what in the logs would indicate these solutions would work. Throw us a bone.

    It would also be good to have at least some indication of where in the queue you are. Isn't this the main reason people contact you chat to check on their ticket? E.g. 7 days since my submission I have no idea how much longer I have to wait. In another 7 days and the 14-day open return period for EU products ends. If I don't know anything about the progress, these kinds of things get tempting.
    Is it confirmed the PCI-e USB card does not work then? I thought there was a few reports of it solving some of the issues?
    I think these cards work for specific issues, and I would have liked to know what the logs said for those people. In my case since the headset fails to work on two separate PCs (both with quite new motherboards), I have not tried adding a PCI card. (my favorite quote from this forum is that "there is no way it can be that finicky", and the odds of the headset rejecting two good PCs is very small).
  • SuspectorSuspector Posts: 8
    NerveGear
    Its easy to say that we should not contact you but If I have an order that was supposed to be shipped on the 22th that still haven't been shipped and my week old ticket doesn't help either then you obviously don't understand how it is to be a customer to your support...
  • Techy111Techy111 Posts: 6,488 Volunteer Moderator
    @Suspector have you tried live chat with them fella ?
    A PC with lots of gadgets inside and a thing to see in 3D that you put on your head.

  • SuspectorSuspector Posts: 8
    NerveGear
    Yes... doesn"t help at all. The only thing they say in chat is that they can't help me and will send the info forward to the existing ticket... the one week old ticket I have at the support where no one helps me.
    Still no news on the shipping of my preorder that I made 1st of May... that they also charged me for the 20th... this totally sucks.
  • Techy111Techy111 Posts: 6,488 Volunteer Moderator
    Loads of people recieved their rift without tracking, do you know who the courier was by chance ??
    A PC with lots of gadgets inside and a thing to see in 3D that you put on your head.

  • SuspectorSuspector Posts: 8
    NerveGear
    They sent me the tracking number at UPS on May 21st but UPS still hasn't recieved the package from oculus. Talked to UPS a few hours ago. UPS also said that they have no ongoing investigation regarding my package even though the oculus support said to me in my ticket that they had.
  • SuspectorSuspector Posts: 8
    NerveGear
    The worst thing is that I will travel away on vacation on monday... so if they don't send it like today I will probably not be home to recive it if it finally comes.
    Didn't expect it to take two weeks or more to deliver it.
  • Techy111Techy111 Posts: 6,488 Volunteer Moderator
    I really remember this happening with the CV1 launch, we had a user or 2 that got tracking and UPS said they hadn't recieved but Oculus said they sent. I would get a ticket raised with UPS asap !!!
    A PC with lots of gadgets inside and a thing to see in 3D that you put on your head.

  • SuspectorSuspector Posts: 8
    NerveGear
    The problem is that UPS said that oculus are the only ones who can create the ticket...
  • Techy111Techy111 Posts: 6,488 Volunteer Moderator
    OK Hang in there fella :(
    A PC with lots of gadgets inside and a thing to see in 3D that you put on your head.

  • SuspectorSuspector Posts: 8
    NerveGear
    edited May 29
    The funniest thing of the issues I have with the support is when I emailed them that a manager needs to take a look at my ticket since something is very wrong with how they handle it.

    Then I got an answer back that my request of having a manager taking a look at it has been merged with my original ticket... they just posted my email in the ticket that no one helps me with...
    thats some quality work right there :neutral:
  • Techy111Techy111 Posts: 6,488 Volunteer Moderator
    It's almost like they think its a headset issue....but its a missing headset issue. I hope you get sorted soon, if you hear nothing by Sunday then PM me and I'll see if I can prod someone for you, no promises mate :)
    A PC with lots of gadgets inside and a thing to see in 3D that you put on your head.

  • MorgrumMorgrum Posts: 1,654 Valuable Player
    Thanks showbiz I hope that helps folks.
    WAAAGH!
  • SinsinfulSinsinful Posts: 66
    Hiro Protagonist
    Software and firmware updates did nothing to improve the situation for me. Also my controllers drained the first set of batteries I put in them which cant be normal. Faulty headset?
  • KnutsiVRTV-twitchKnutsiVRTV-twitch Posts: 145
    Art3mis
    edited May 29
    Sinsinful said:
    Software and firmware updates did nothing to improve the situation for me. Also my controllers drained the first set of batteries I put in them which cant be normal. Faulty headset?
    Interesting - my controller also reported being drained right after the firmware update. It's been sitting in the original box ready for return when Oculus comes around - or the EU open buy limit approaches (if it applies). 

    Maybe it's time those of us with the resilient sensor check failures got together and presented Oculus with a good and civil argument they are ignoring an obvious return issue. I hear some people are getting replacement cables. If that does not apply to everyone, are we to wait another week while that happens? 

    If they dont reply today (9 days in!), I think I will make a post here and on reddit with a checklist of things tried to collect the names and ticket numbers to those who have properly broken headsets. Maybe that can highlight for them that there are some people out there who really needs a replacement to be arranged.

    I have seen at least four people that appear to be in the same boat.
  • SinsinfulSinsinful Posts: 66
    Hiro Protagonist
    I was so hopeful when I seen it was a software and firmware update. I have chatted to a few people on Reddit that are convinced we have dodgy hardware. 9 days is a bit ridiculous, I just want to return the thing now and look for a different option. Which is a real shame. 
  • vannagirlvannagirl Posts: 2,002 Valuable Player
    Sinsinful said:
    I was so hopeful when I seen it was a software and firmware update. I have chatted to a few people on Reddit that are convinced we have dodgy hardware. 9 days is a bit ridiculous, I just want to return the thing now and look for a different option. Which is a real shame. 
    I am sure it will not come to this they will not be leaving everyone hanging forever.

    i thought I see you say before you been around vr sometime you know how vr launches always seem to come will lots of hiccups regardless what hmd you back.

    or else we all just had to back a hmd that’s been out a while and had it’s issues ironed out which kinda defeats being the new latest thing I guess

    waits are frustrating though I get this, hope it gets fixed soon


    Look, man. I only need to know one thing: where they are. 
  • KnutsiVRTV-twitchKnutsiVRTV-twitch Posts: 145
    Art3mis
    edited May 30
    @vannagirl: It's been 8 days since the headset arrived, 8 days since it broke and never again passed sensor check and 7 days since I tested it on a second VR-capable PC + formatted both to see if it was the headset. This is getting very bad and has a bad outlook time-wise considering it will need to be returned and replaced. I wish at the very least they would triage out and prioritize the tickets where a lengthy return is coming up. It would only in a small way increase the waiting time for everyone else, but alleviate our frustration greatly 😞

    Edit: I'm just really sad about this whole thing. It will be then end of the month before I can play my 449 euro headset.
  • vannagirlvannagirl Posts: 2,002 Valuable Player
    Never said it hadn’t been long just said I hope it is all resolved soon
    Look, man. I only need to know one thing: where they are. 
  • arcaneskinnyarcaneskinny Posts: 2
    NerveGear
     I don’t even know if my order was processed.    I did get an order number and they charged my bank account a dollar but when I check my orders there is nothing in there. 
  • falken76falken76 Posts: 2,877 Valuable Player
    Suspector said:
    The problem is that UPS said that oculus are the only ones who can create the ticket...
    You can open a claim with UPS, but they will not share the outcome with you, they will share it with the shipping party and they will instruct you to stay in contact with the shipper.  It might be different in your situation because by the sound of it your tracking info would show that the label was created.  The first scan UPS will register when they have the package is called an "origin" scan.  They're probably telling you they need the shipper to open this claim because as far as their info shows, the shipper never made the item available for pickup and Oculus would certainly have a daily pick up account with UPS so UPS would go to Oculus warehouse to pick up the orders.  I used to work for UPS, I'd be willing to bet they never made the package available for UPS to pickup in the first place.  They'd want to ask the shipper more questions in the claim.  For any other reason, you could open a claim as the receiver.  They may have said the shipper needs to create the ticket because they don't even have an origin scan, but the outcome will always be discussed with the shipper and you will always be instructed to stay in contact with the shipper for resolution.  You could tell Oculus that UPS says there is no Origin scan so they have no record of the package being made available for pickup to their driver and you were instructed to contact the shipper and they should start a claim for a missing package.  But in the interim you shouldn't be inconvenienced because someone at Oculus couldn't be bothered to hand a package to a courier...

  • Lethal_AimsLethal_Aims Posts: 67
    Hiro Protagonist
    edited May 30
    Sinsinful said:
    Also sending bot responses to people waiting 7 days for a solution is a bad idea.
    Just received my boilerplate response after 4 days; try rebooting or reinstalling. So, effectively turn it off and back on again, given as a solution to a known Windows 1903 compatibility problem.  :(
  • HraJekkuHraJekku Posts: 1
    NerveGear
    This is a joke, right? People have spend alot of money for new experience and no-one gives a rats ass when it dont work. I've spend a week trying to fix this problem and i'm right where i started. I regret buying this crap right now. And no wonder people are sending double-tickets when the service is what it is. 
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