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Oculus sent empty box.

BakiTheFoxBakiTheFox Posts: 3
NerveGear
edited June 9 in Support
Hello, my friend ordered me the Oculus Rift S for my birthday last week or so when everything came back in stock and it said the date was for June 10th to arrive. Well, it had arrived on 6/3/2020. The box did. Nothing else.

The whole thing is strange about it. So I got up was reading my emails and checked the tracking to just see where it was at and it said "Delivered". I thought you had to sign for these kinds of things and I wasn't expecting it so soon. I was so excited! And then I lifted the box.. My heart sank because I knew something just wasn't right. The box was light as a feather. I look all around the box to see if there was any tampering and the UPS label was very much intact. It hadn't been cut, I've worked in cardboard and packing factories where I can tell when there's been a botched job. There was no tearing on the cardboard, it was a perfectly sealed box. It was sealed with nothing in it. I took it to my friend who ordered it and had them open it. There was literally nothing in the box. No shipping label, no paper, nothing. Completely empty. I was shattered.

First thing I did was call UPS to complain that I just received an empty box from Oculus that was supposed to weigh 8.6 pounds and wasn't checked by the courier and they said file a claim. I did not file a claim through UPS because it's not about the money. They said to check the label and call the warehouse. The day after I get a hold of the warehouse and they said that they're just the warehouse, they're where everything that comes in from customs is received and then relayed to UPS. They don't pack the boxes. I was told to call the number on the label on the box or the email that came with it. Oculus doesn't have a phone number but I tried calling Facebook support which lead me to an oculus number. It was a robotic voice saying to go to the support web page. 

My friend submitted a ticket and was asked to send in pictures of the empty box, perhaps for confirmation of the label? I know mistakes happen in packing factories, I've seen a lot of empty boxes go down the line that I've stopped myself. We're waiting for a response back from Oculus/AKA Facebook Technologies LLC in hopes that they can find it an send it out.

I don't want my friend to have to get a refund. I just want the thing they bought to get here and it be over and done with. Here's to hoping and that my patience comes to fruition and isn't just another empty box.

I'll reply to this after we get a response and how it's handled so everyone can have peace of mind that is also having this same issue.

Update: It turns out my friend did file a claim and UPS came yesterday to pick the box up. I'll keep you all posted, hopefully we will hear something monday.

Update 6/8/2020: We received a response from Oculus stating they're looking into why we were sent an empty box. Hopefully it's all resolved soon and we can all have answers.

Comments

  • konuiakonuia Posts: 14
    Brain Burst
    With all these "protesters" looting right now it might be possible your Rift S was grabbed by some greedy bastard. Hopefully this isnt the case because that would mean im screwed as well. 
  • RuneSR2RuneSR2 Posts: 5,967 Valuable Player
    I get a lot of packages from FedEx - they always weigh the box, I'd believe UPS does the same. If UPS weighed the box and it was 8.6 pounds, it may help track down when the content of the box was removed. Might be a difficult case to prove - you might need to prove beyond a reasonable doubt that the content was removed before you got the box. I alway take picures when opening very expensive items, but Rift-S might not fit that category... 
    Intel i7 7700K (4.5 GHz); MSI GeForce GTX 1080 8GB Gaming X (oc 2100 MHz gpu boost, 11 GHz mem speed); 16GB Corsair Vengeance LPX DDR4 3200 MHz; MSI Z270I Gaming Pro Carbon AC (VR-Ready) mainboard; Samsung 960 Evo M.2 SSD + Toshiba P300 HD; Windows 10 OS; Valve Index and Oculus Rift CV1 - the latter nearly always using super sampling 2.0. 

    "Ask not what VR can do for you – ask what you can do for VR"
  • DaftnDirectDaftnDirect Posts: 5,974 Volunteer Moderator
    I was trying to find out if UPS weigh everything and the consensus seems to be they don't.
    Apparently they weigh if the package is obviously heavier than stated, to prevent under-payment of postage... and also some random selections. I'm not even sure if they keep records of what they do weigh. This may also differ depending on the region.

    It just isn't a great situation if the end consumer can't trace where the problem occurs. There must be accountability at each stage.
    Intel 5820K [email protected], Titan X (Maxwell), 16GB Corsair Vengeance DDR4, ASRock X99 Taichi, Samsung 500Gb 960 Evo M.2, Corsair H100i v2 Cooler, Inateck KTU3FR-4P USB 3 card, Windows 10 Pro v2004 (19041.388)
  • RuneSR2RuneSR2 Posts: 5,967 Valuable Player
    edited June 6
    I was trying to find out if UPS weigh everything and the consensus seems to be they don't.
    Apparently they weigh if the package is obviously heavier than stated, to prevent under-payment of postage... and also some random selections. I'm not even sure if they keep records of what they do weigh. This may also differ depending on the region.

    It just isn't a great situation if the end consumer can't trace where the problem occurs. There must be accountability at each stage.

    Then there's probably not much else to do than to contact Oculus. I know some claimed that Valve had sent empty boxes too, I think that was Index controllers - and I think Valve sent out new ones in those cases (and Valve has sent out some pre-production units by error - so surely errors can happen). Not sure I remember similar cases from Oculus and the outcome.
    Intel i7 7700K (4.5 GHz); MSI GeForce GTX 1080 8GB Gaming X (oc 2100 MHz gpu boost, 11 GHz mem speed); 16GB Corsair Vengeance LPX DDR4 3200 MHz; MSI Z270I Gaming Pro Carbon AC (VR-Ready) mainboard; Samsung 960 Evo M.2 SSD + Toshiba P300 HD; Windows 10 OS; Valve Index and Oculus Rift CV1 - the latter nearly always using super sampling 2.0. 

    "Ask not what VR can do for you – ask what you can do for VR"
  • DaftnDirectDaftnDirect Posts: 5,974 Volunteer Moderator
    Yeah definitely, anyone this happens to should send in a ticket straight away. If it becomes a big issue, Oculus will have to decide whether UPS is the right courier to use. But I assume they'd do what they can to investigate each case and I'd like to think they'd help with a replacement.

    It seems to be super rare occurrence though and hopefully it stays that way. 
    Intel 5820K [email protected], Titan X (Maxwell), 16GB Corsair Vengeance DDR4, ASRock X99 Taichi, Samsung 500Gb 960 Evo M.2, Corsair H100i v2 Cooler, Inateck KTU3FR-4P USB 3 card, Windows 10 Pro v2004 (19041.388)
  • BakiTheFoxBakiTheFox Posts: 3
    NerveGear
    konuia said:
    With all these "protesters" looting right now it might be possible your Rift S was grabbed by some greedy bastard. Hopefully this isnt the case because that would mean im screwed as well. 
    Like I said above. The box was perfectly sealed, no tampering whatsoever. Someone would have to go all the way to the factory in china and take it out of the original box and seal it and send it down the line. 🦊 This has to be a logistics issue.
  • wuzpwuzp Posts: 340
    Trinity
    The day after I get a hold of the warehouse and they said that they're just the warehouse, they're where everything that comes in from customs is received and then relayed to UPS
    Oculus >>>>> UPS >>>>> Customs >>>>> Warehouse >>>>> UPS >>>>> OP
    I have an aunt who would sometimes send shoes back to her family in Manila.  She was particular about sending mismatched pairs; to keep them from ending up in Imelda Marcos's shoe closet.
  • Purple_PilgrimPurple_Pilgrim Posts: 7
    NerveGear
    This just happened to me. Perfect box, nothing inside it. Did you have resolution?
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