RMA Rift, Received New Unit, Defective Also. - Full PM conversation page 20 - Page 9 — Oculus
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RMA Rift, Received New Unit, Defective Also. - Full PM conversation page 20

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  • cyberealitycybereality Posts: 26,156 Oculus Staff
    edited May 2016
    Rift uses standard HDMI 1.3 and USB 3.0. However, the connection to the headset is using a custom port.
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  • RorschachPhoenixRorschachPhoenix Posts: 1,594 Valuable Player
    This thread is a living nightmare.
    Excuse my bad english. I speak to you through the google translator. :P
  • cyberealitycybereality Posts: 26,156 Oculus Staff
    This thread is a living nightmare.
    I'm very sorry. We do try to provide quality control at the factory, but of course defects can happen. And it's rare for someone to receive two defective units, but of course possible. Rest assured we will fix this situation, and we are sending the OP a new cable today. Thanks.
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  • SyrellarisSyrellaris Posts: 1,035
    3Jane
    Thank you cybereality, that explains a lot.
  • CharlieHobbesCharlieHobbes Posts: 555
    Neo
    I am following this thread with interest because it should show what kind of Customer Service Oculus is offering for issues they can fix. 

    No they can't ship units they don't have, and no they can't just take a customers word for an RMA if no diagnostics is run so don't give me that. 

    They can however ship a cable, so if they ship the cable (and it solves the issue) the issue is solved. 


  • oOunknownuserOooOunknownuserOo Posts: 331
    Nexus 6
    How about my free touch controllers?

    That seems to have been lost in this thread.

    LOL!
  • oOunknownuserOooOunknownuserOo Posts: 331
    Nexus 6
    This thread is a living nightmare.
    I'm very sorry. We do try to provide quality control at the factory, but of course defects can happen. And it's rare for someone to receive two defective units, but of course possible. Rest assured we will fix this situation, and we are sending the OP a new cable today. Thanks.

    @cybereality ;can you have someone email me the tracking information.   I sent an email requesting this information because the last time UPS did not notify me.
  • ChivasChivas Posts: 205
    Nexus 6
    Wow...that's terrible news. Palmer should hand deliver and setup a new Rift for you.  Atleast your not as far away as Alaska.   Hopefully you will get it sorted quickly.
  • oOunknownuserOooOunknownuserOo Posts: 331
    Nexus 6
    Chivas said:
    Wow...that's terrible news. Palmer should hand deliver and setup a new Rift for you.  Atleast your not as far away as Alaska.   Hopefully you will get it sorted quickly.

    At this point I would not care if Donald Duck dropped by and hand delivered to me a Rift.  So long as the thing was functional.

  • ZandilZandil Posts: 975
    3Jane
    I had a DOA DK2, the cable was U/S right from the box, spoke to Support back then and they said the cable would take about a month to get to me.  I asked for a whole unit which they send out within 2 weeks.  6 months later a new cable that I didn't need turns up on my door step.  I could have been waiting 6 months for a replacement cable lol. 
  • Sloeri007Sloeri007 Posts: 175
    Art3mis
    Rift uses standard HDMI 1.3 and USB 3.0. However, the connection to the headset is using a custom port.
    @cybereality ; wouldn't it be an idea to make this cables a shop item ?
    i assume people will have wear and tear on cables, and given the fact that there are issues with a number of cables, i believe people that are still waiting on their rift would order a "spare" one in advance, just to avoid extra waiting time when our rift finally arrives.



  • ZuhZuh Posts: 256
    Nexus 6
    edited May 2016
    What if the cable is a "mysterious" component?  ;) :D
  • RorschachPhoenixRorschachPhoenix Posts: 1,594 Valuable Player
    This thread is a living nightmare.
    I'm very sorry. We do try to provide quality control at the factory, but of course defects can happen. And it's rare for someone to receive two defective units, but of course possible. Rest assured we will fix this situation, and we are sending the OP a new cable today. Thanks.
    You don't have to say sorry at all. At least you are the one person who says it. You cares about the guys and girls here whilst otherwise no one from Oculus does. Honestly, I think you're the last credibility Oculus represents at the moment (at least on the forums). (Sorry for bad wording)
    Excuse my bad english. I speak to you through the google translator. :P
  • RikkTheGaijinRikkTheGaijin Posts: 399
    Trinity
    edited May 2016
    Let's see if you can break the world record and get a third non-working Rift.
    Anyway, this is absolutely unreal. I mean, seriously, if Oculus send out a replacement unit can't they at least make sure that it works???
  • oOunknownuserOooOunknownuserOo Posts: 331
    Nexus 6
    Let's see if you can break the world record and get a third non-working Rift.
    Anyway, this is absolutely unreal. I mean, seriously, if Oculus send out a replacement unit can't they at least make sure that it works???

    I would rather not,  thanks!
  • oOunknownuserOooOunknownuserOo Posts: 331
    Nexus 6
    @cybereality - second request can you please have someone email me the UPS tracking details.   As previously mentioned it was a sh*t storm the last time because I was not not informed of delivery details.
  • oOunknownuserOooOunknownuserOo Posts: 331
    Nexus 6
    Okay,  so if in fact they shipped it out yesterday as promised.   I did not receive any details from UPS again,  UPS won't release any tracking information without the tracking number.

    So I am wondering who's at fault here,  is it Oculus or is it UPS?    Because... after all if this was shipped as promised this would be the second time in a row that I did not receive notification.


  • cyberealitycybereality Posts: 26,156 Oculus Staff
    We actually don't have the tracking number yet, but I'll have someone message you when we do. Thanks.
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  • brievolz84brievolz84 Posts: 86
    You know the colloquial definition of insanity is right???
  • oOunknownuserOooOunknownuserOo Posts: 331
    Nexus 6
    We actually don't have the tracking number yet, but I'll have someone message you when we do. Thanks.
    I C.   So the question is,  was this shipped out as promised.   Or is it in a large queue to be shipped??
  • oOunknownuserOooOunknownuserOo Posts: 331
    Nexus 6
    You know the colloquial definition of insanity is right???
    Yup!   but if I just keep at it something may change.

    LOL!!!!


  • OpticKingOpticKing Posts: 1,185
    Wintermute
    You know the colloquial definition of insanity is right???
    Yup!   but if I just keep at it something may change.

    LOL!!!!


    I tip my hat to you sir, being patient and civil and even managing to keep a sense of humor. I think a lot of people on these forums could learn a lesson from this thread.
  • cyberealitycybereality Posts: 26,156 Oculus Staff
    Let's see if you can break the world record and get a third non-working Rift.
    Well, that actually happened with DK1. We had one customer literally get 3 (yes, 3) dead DK1s in a row. Needless to say, I personally tested the 4th one to make sure it was absolutely perfect before sending it out. Hopefully, that won't happen in this case.
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  • oOunknownuserOooOunknownuserOo Posts: 331
    Nexus 6
    Let's see if you can break the world record and get a third non-working Rift.
    Well, that actually happened with DK1. We had one customer literally get 3 (yes, 3) dead DK1s in a row. Needless to say, I personally tested the 4th one to make sure it was absolutely perfect before sending it out. Hopefully, that won't happen in this case.
    Uh, yeah "hopefully" is the keyword in my case.

    I would much rather put this all behind me,  and start enjoying the product.
  • goldenegggoldenegg Posts: 552
    Trinity
    I really hope I don't have so much trouble getting my Rift replaced with a working unit.

    https://forums.oculus.com/community/discussion/35544/graphics-distortion-in-left-screen-defective-rift#latest

    From what I've been hearing, I probably have a week or so to wait before I hear back from support.
  • oOunknownuserOooOunknownuserOo Posts: 331
    Nexus 6
    ***Update***

    Just received tracking confirmation from Fedex and my replacement cable should be here tomorrow by noon.

    Kinda funny though,  since I received 2 tracking confirmations from Fedex the other is for a box to RMA the defective cable which should be here tomorrow by 10:30am.    

    So I will be back tomorrow to let everyone know if @cybereality needs to special hand pick / and test a new unit to ship to me.

    Lets hope I can play all that porn tomorrow.

    I mean watch games,

    sh*t you know what I mean!

     ;) 

    Let's hope it just works.

    Scheduled delivery:

    Wed, 5/4/2016 by 12:00 pm

  • ChivasChivas Posts: 205
    Nexus 6
    Good luck  oOunknownuserOo

    Rift shipped on the 11th of April
    Took me about ten days (including two day waits for email replies) till the 22nd to prove the trouble was in the Rift
    Took another five days to get the shipping label, plus another two before I could ship on Monday May 4th.
    Just realized it was a ground shipping label, which will take another week.
    Probably another week for them to test the unit before they send a new Rift.
    Then another week or more of shipping time, if they go ground shipping again which will also add even more  time going thru the boarder.
    So the process will be over six weeks, which is unacceptable.
    I offered to pay for another Rift if they could send it out now, and reimburse me when they receive the RMA.  I will see how that goes.


  • oOunknownuserOooOunknownuserOo Posts: 331
    Nexus 6
    Chivas said:
    Good luck  oOunknownuserOo

    Rift shipped on the 11th of April
    Took me about ten days (including two day waits for email replies) till the 22nd to prove the trouble was in the Rift
    Took another five days to get the shipping label, plus another two before I could ship on Monday May 4th.
    Just realized it was a ground shipping label, which will take another week.
    Probably another week for them to test the unit before they send a new Rift.
    Then another week or more of shipping time, if they go ground shipping again which will also add even more  time going thru the boarder.
    So the process will be over six weeks, which is unacceptable.
    I offered to pay for another Rift if they could send it out now, and reimburse me when they receive the RMA.  I will see how that goes.



    Sorry dude, this process is a real pain that is for sure.  I offered to pay for another as well upfront but they cannot do that.

    It also seem as if they are shipping ground now,  when I received my new device it was ground.  However this return was next day but is probably minimal costs due to weight.

    The process is what it is until something changes.  I just seriously hope we all get functioning units as this day 1 Rift is not so day 1 anymore.
  • goldenegggoldenegg Posts: 552
    Trinity
    Wait a sec ... They only provide a return label with ground shipping and want to wait to receive the return before sending a replacement? That's crazy! At that rate, I won't have a working unit for at least another month! If that's how it's going to be, I'll just ask for a refund for my defective unit.
  • Felixm477Felixm477 Posts: 131
    Art3mis
    They should At the very least express you a replacement and if they don't receive the faulty on then charge your card.
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