08-19-2019 04:15 PM
Chat started on 19 Aug 2019, 06:51 PM (GMT+0) | |
(06:51:46) | *** Kieron joined the chat *** |
(06:51:46) | Kieron: replacing oculus go needing repair with oculus quest |
(06:52:13) | *** Sandra joined the chat *** |
(06:52:47) | Sandra: Hello Keiron - thanks for chatting in. I'd be happy to assist with your Oculus devices. Which would you like to start with? |
(06:53:07) | Kieron: well I have an open ticket |
(06:53:29) | Sandra: I see that. Am I to understand that you have an Oculus Go that you'd like to either have repaired or replaced with a Quest? |
(06:53:38) | Kieron: yes |
(06:54:30) | Sandra: Ahh Okay! So, your ticket says that the battery on your headset is not charging. May I ask if you are using the cable and adapter that came with your Oculus Go? |
(06:54:41) | Kieron: yea |
(06:54:57) | Sandra: Have you tried either a different USB cable or a different adapter yet? |
(06:55:07) | Kieron: its just I have used the oculus go extensively and it seems it no longer works the same |
(06:55:26) | Kieron: I can only use the headset now when it is plugged in and charging |
(06:55:30) | Sandra: Alright - it should still work but we can look at this. |
(06:56:23) | Kieron: I also need to upgrade my oculus headset to the quest because I can use it with my computer now... |
(06:56:44) | Sandra: While I look into this, though - please let me know what happens if you try to use either a different USB cable or a different adapter |
(06:56:47) | Kieron: but I don't know what to do with the Go I have or how I can return it especially since it needs repairs |
(06:57:22) | Kieron: it doesn't hold a charge, if I leave it plugged in and charging, then disconnect it, it will not start until charged again |
(06:57:59) | Sandra: Alright, Kieron, thanks for confirming that. |
(06:58:06) | Kieron: it also gets very hot when I use it plugged in, and even caused me to have a big bump on my forehead |
(07:01:04) | Sandra: I can certainly understand wanting to have this repaired. As you reported you're feeling it get hot when it's plugged in, I'd like to ask some questions, please: * Have you received any heat warning messages? * How long from the time it's plugged in do you feel the change in the temperature? * Are any games/apps running when the temperature increases? If yes - which ones? * Is the headset being used indoors or outdoors? * Please confirm you are only using when plugged in currently? * What is the temperature in your play space? |
(07:05:31) | Kieron: yes, I've received heat warnings, and the picture quality changes after heat warning, the colors blur and the quality is blurred too.. about 45 minutes being plugged in do I notice the headset get hot and usually about an hour of use causes the over heat warning, but lately the device heats up a lot faster, around 15-20 minutes and then warns of over heating around the same as before (45mins-1hr), mostly video streaming or vr apps are being used during the time it takes for the device to over heat. headset is being used indoors, and yes mostly the headset can only be used now when it is plugged in. room temperature is normal to environment, overheating temperatures of the headset are easily double. |
(07:06:46) | Sandra: Keiron, thank you for your report, we're going to escalate this for further review. I'm going to create a case on your behalf under ticket #838853. A ticket confirmation will be emailed to you, where we will provide further troubleshooting and communication. In the meantime, please power the unit off and discontinue use. May I assist with anything further right now, Keiron? I'd like to get this escalated for you directly. |
(07:09:01) | Kieron: well I would really like to begin using the new oculus quest and I am unable to get the oculus go to work the way I need it to.. will I be receiving a replacement? or will I be able to upgrade in return of the device I have? |
(07:09:57) | Sandra: If it is determined that a replacement is required, Kieron, we would be replacing with the same type of headset, not with a different style/design. |
(07:10:19) | Kieron: can I return the headset for a credit? |
(07:10:57) | Sandra: May I ask when you purchased the Oculus Go, Kieron? |
(07:11:06) | Kieron: a few months ago |
(07:12:40) | Sandra: Alright, then replacement under warranty would be the route we would be looking at if needed. Even if you purchased directly from Oculus, our product refund time-frame for purchases is 30 days or less. |
(07:14:03) | Kieron: well I don't exactly have use for a replacement because I need to upgrade to a quest for pc vr anyway |
(07:14:59) | Kieron: so getting my Go replaced is good, but kind of a waste to have a second one, instead of a quest. |
(07:15:29) | Sandra: Well with the heat issues we would still want to investigate this for you - and we don't want you using the device while we look into it. Consider this - if you receive a working replacement Go, you could then resell that and use the proceeds for your Quest? |
(07:16:07) | Kieron: how soon can you send the replacement? and I don't really live in an area where I can resell for close to what it's worth.. |
(07:17:19) | Sandra: Well, after we look into this, we'll likely send you shipping labels to return the device to us for further investigation, then ship out a replacement device if needed. All told, the process can take from 8-10 business days, or longer depending on shipping |
(07:18:03) | Kieron: right, well it's a bit awkward to ship out the same device I send you when I need to upgrade to a quest.. |
(07:18:42) | Sandra: At this point, Kieron, the only device we can help you with is the Oculus Go that you have reported having heat issues with. |
(07:18:59) | Kieron: are there any buy back options? |
(07:19:11) | Kieron: or recycling options? |
(07:20:29) | Sandra: No, I'm sorry - we currently do not have any buy back options. For electronic recycling, most towns have options available. However, as you've reported an issue with heat we will need to look at this very seriously. |
(07:21:21) | Sandra: I'm going to set up this escalation now, and one of my colleagues will be in touch with you directly. Please remember, Kieron, in the meantime, please power the unit off and discontinue use until we reach back out to you. |
(07:23:38) | Kieron: well, I have just started to experiment with connecting oculus to my MacBook for pc vr gaming.. I'm disappointed I will have to wait so long before I can get a quest headset especially in dealing with the in between of the Go headset repair |
(07:24:25) | Sandra: I have updated ticket 839356 for you. While I understand your disappointment, we do need to investigate this as safely as possible. Is there anything else I can assist with today? |
(07:24:28) | Kieron: I am going to miss out on a few opportunities by waiting and really need to sort this out sooner. |
(07:25:01) | Sandra: I apologize, Kieron, but we don't have any other options than what I outlined earlier. |
(07:25:18) | Kieron: so I can not upgrade to an oculus quest? |
(07:26:51) | Sandra: You can absolutely go right ahead and purchase a Quest, Kieron. We will not be able to use your Oculus Go as either credit or trade in for that purchase, nor offer you any discounts on the purchase. What we can do is look into the issues you're having with your Oculus Go and repair that under warranty for you. |
(07:27:23) | Kieron: right, but I will not be able to use my device until it is repaired? |
(07:28:18) | Sandra: You will not have the Oculus Go until it's either repaired or replace under warranty, yes. |
(07:28:48) | Kieron: but it is also not safe for me to use the one I have now? |
(07:29:26) | Kieron: I just used it yesterday and was planning on using it again |
(07:30:00) | Sandra: I would suggest not using the Oculus Go until we reach back out to you, Kieron. No. My recommendation is that you power it off completely and do not use it further until we have resolved this for you. |
(07:30:33) | Kieron: the only resolution for me is upgrading to an oculus quest |
(07:30:49) | Sandra: Or wait to have the Oculus Go replaced/repaired. |
(07:31:07) | Kieron: why should I wait? |
(07:32:55) | Sandra: Because you have personally reported an overheating issue that we need to investigate. The device should not overheat. We need to ensure it is safe for you to continue using it after the report you have made. |
(07:33:20) | Kieron: alright, but at my cost... |
(07:34:42) | Kieron: it is not safe when it overheats |
(07:34:53) | Kieron: it has caused me a lot of damage. |
(07:35:19) | Kieron: I need a replacement, but can't afford to wait. |
(07:35:59) | Sandra: Kieron, this is what I have been trying to say all along. The safety of our customers is very important to us, as is any reported injuries. I need to get this investigation moving for you so we can resolve this as soon as possible. |
(07:36:45) | Sandra: Is there anything else I can answer for you right now? |
(07:38:12) | Kieron: I don't understand what you are trying to resolve or how you can resolve this, when I have already been using the headset. |
(07:38:42) | Kieron: I already told you I had a bump on my forehead for about 3 weeks |
(07:39:18) | Kieron: what exactly are you telling me could happen from using this device? |
(07:40:13) | Kieron: can I just get a refund if the product is unsafe then? |
(07:40:50) | Sandra: Kieron, I cannot continue to address the issues you've reported int he chat. Please allow us time to follow up on ticket #838853. Again, I am not suggesting you continue to use the device at all. Instead - as I have already mentioned repeatedly, I suggest that you power off the unit entirely and do not continue to use it until we have contacted you back. I appreciate your concerns, but we will be moving this support to email channel right now. Thanks for reporting this to us. We'll be back to you as quickly as we can with further information. |
(07:41:14) | *** Sandra left the chat *** |
(07:42:09) | *** Kieron has rated the chat Bad *** |
(07:53:41) | Kieron: hello? |
(07:54:46) | *** Ernest joined the chat *** |
(07:55:00) | Ernest: Hey Kieron, |
(07:55:10) | Ernest: Thanks for reaching out to Oculus Support. |
(07:55:31) | Kieron: yeah I was disconnected from the last conversation |
(07:55:46) | Kieron: and I can't get a copy of the transcript emailed to me |
(07:56:35) | Kieron: I really need some help |
(07:56:52) | Ernest: Okay, thanks for letting me know that. |
(07:57:15) | Ernest: A copy of the chat transcript would actually be sent to you automatically when the chat window is closed. |
(07:58:36) | Kieron: alright |
(07:58:54) | Kieron: well my device isn't safe to use and I'd like a refund |
(08:00:01) | Ernest: We are only able to issue refunds for products purchased from the Oculus store within 30 days from when an order initially ships, as detailed here: https://support.oculus.com/304828876535211/#faq_304828876535211 . |
(08:00:46) | Ernest: In this case, we are still looking into this issue for you, to see what options are available. |
(08:01:51) | Kieron: well how is that going? |
(08:02:02) | Kieron: because I'd like to resolve this now |
(08:02:50) | Ernest: That's definitely understandable. |
(08:03:07) | Kieron: if I can't use my headset because its not safe anymore I don't know what to do about it |
(08:03:20) | Ernest: As soon as we have any updates for you, we will followup by email on ticket #838853. |
(08:03:31) | Ernest: We do appreciate your continued patience. |
(08:03:44) | Kieron: I have been working on my computer and do not want to slow down, I really don't know what I am going to do if I can't continue what I was doing. |
(08:04:34) | Kieron: what options are there? |
(08:05:23) | Kieron: I paid for a headset that is not safe to use anymore |
(08:05:54) | Ernest: I don't have any details that I can give out right now. |
(08:06:00) | Kieron: and have just upgraded my pc to be able to use vr as well |
(08:06:08) | Ernest: When we have any updates for you, we will reply to you by email. |
(08:06:30) | Kieron: well what I am suppose to do with my headset?? |
(08:07:12) | Kieron: I was really hoping to play a game on it today but now I've been told its not safe to use. |
(08:07:29) | Ernest: We have escalated this for further review. |
(08:07:51) | Ernest: In this we would need to ask you to please power the unit off and discontinue use. |
(08:08:18) | Kieron: it doesn't hold a charge, so it is powered off |
(08:08:33) | Ernest: Okay, good. |
(08:08:39) | Ernest: Thanks for confirming that. |
(08:08:49) | Kieron: I am getting frustrated, I don't understand why I'm being told not to use the device anymore. |
(08:15:49) | Ernest: For this issue, we do need to ask you to discontinue use of the Oculus Go for the time being. |
(08:16:17) | Ernest: As soon as we have any updates for you, we will followup with you by email on ticket #838853. |
(08:16:47) | Kieron: what exactly will I be updated on? |
(08:18:14) | Ernest: I don't have any details that I can give out at this point. |
(08:18:49) | Ernest: I can make sure that the information is updated on your existing support ticket. |
(08:19:58) | Kieron: wouldn't it be best to discuss this information with me now rather than update me on it later? |
(08:21:10) | Ernest: In this case, any updates will be made through the email ticket that has been created for this issue. |
(08:21:36) | Kieron: I'd really like to know what I have to wait for. |
(08:23:27) | Ernest: That is understandable, but in this case we do not have any details that we can give out on the chat. |
(08:23:47) | Kieron: if I am going to be told the same thing as before I am really going to be annoyed that I've had to wait for no reason. |
(08:24:22) | Ernest: For this issue, any updates that we have will be made through the email ticket that has been created. |
(08:24:40) | Kieron: What issue??? |
(08:25:49) | Kieron: you keep repeating the same thing and it is really bothering me |
(08:26:22) | Ernest: I don't have any details that I can give out at this point. We will followup with you by email as soon we have any updates. |
(08:26:23) | Ernest: You can also make any updates that you might have to ticket 838853 by logging in to tickets.oculusvr.com/ |
(08:26:32) | Ernest: We appreciate your continued patience. |
(08:26:34) | Ernest: Thanks for reaching out to Oculus Support. |
(08:26:38) | Ernest: Have a good day. |
(08:26:41) | *** Ernest left the chat *** |
(08:26:49) | Kieron: so is my warranty void? |
(08:28:02) | Kieron: this is rediculous! |
(08:28:35) | Kieron: and is becoming a big waste of my time |
(08:29:45) | Kieron: I'm getting so bothered its making my angry |
(08:30:02) | Kieron: ruining my freaking day!! |
(08:30:54) | Kieron: your making me insane with this!!!! |
(08:31:34) | Kieron: you won't even tell me why I have to wait for an update!?? |
(08:32:23) | Kieron: if the product has a warranty and the warranty is valid, WHY DO I HAVE TO WAIT FOR AN UPDATE TO THE WARRANTY?!!?! |
(08:34:22) | Kieron: it's not right to do this to me, and If your not willing to assume the risk yourself you should compensate me for being at risk |
08-19-2019 04:15 PM