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Oculus Support Is Shocking.

b10cey
Protege

I have raise a ticket (#196309days ago for a known cable issue, whereas the end that connects to the rift
is faulty.




Basically
when moved I receive an error saying "HDMI di-connection randomly.



Support advised to
follow: https://support.oculus.com/1114691701909297



This was last Sunday and did not fix the problem. I am still
waiting for a response. It seems to be a known issue of poor manufacturing defect
as per other post on this forum. For a £500 delayed for months’ device this is
really poor show.



I love the rift however Oculus
level of support considering the size of parent company and product price point
is terrible. Ironically you cannot even use Facebook messenger to contact
support online but essential expected to raise your own support ticket and sit
and wait with no SLA or update.



 



Rant over, anyone else experiencing
this level of customer dissatisfaction? 

178 REPLIES 178

Anonymous
Not applicable

PravusJSB said:


[snip] As far as I'm concerned I'm protected with rights afforded to me by my country and by the EU. If the legal contract Oculus entered into with me is not fulfilled satisfactorily (i.e. a working device) I'm entitled to a refund! [snip]


Get proper advice from a consumer rights organisation (or a solicitor specialising in consumer law) before making this assumption. You may well be protected, and able to argue your case with Oculus, but the law on entering into a purchase from an overseas company and importing the product into your country may possibly be different.

PravusJSB
Expert Protege
Hi Andy, sound advice of course. But as far as I understand it the EU laws in this area are the same and litigation is fairly straight forward making a claim up to €2,000.

But then again I don't need to bother with all of that, I used PayPal and I'm covered by their buyer protection and if that fails I used my credit card to pay for it. Which has protection of it's own.

b10cey
Protege
Got the another RMA label finally. 6 weeks on. If the last time is anything to go on hopping for the same turnaround of around a week. They better not send me another refurbish, fingers crossed the issue is resolved once and for all. If not I am out.

PravusJSB
Expert Protege
You were sent a used HMD? How do you know this?

What did you send the original HMD back for please?

LZoltowski
Champion
@b10cey I wouldn't be surprised if before sending an RMA the team would test the unit? That would mean opining opening it and using it? Just a hunch.
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Chazmeister
Rising Star

b10cey said:

Got the another RMA label finally. 6 weeks on. If the last time is anything to go on hopping for the same turnaround of around a week. They better not send me another refurbish, fingers crossed the issue is resolved once and for all. If not I am out.


Don't get your hopes up, they've had mine for 13 days now and I've heard nothing back from them about it. I did open a ticket asking for an update, but I was just told that the process was automated and I'd receive an email with a tracking number when a new one is dispatched.

For saying all they are supposed to be doing is opening my returned box to check the contents before sending a new one out, it is taking an awfully long time. This is just getting beyond ridiculous. If the next one breaks down then I am just going for a straight refund as I'm not going through all this again.

b10cey
Protege
@ PravusJSB , It came with marks on the headset and was clearly a return/refurbish as per earlier in the thread.

@
LZoltowski The unit will does not need to be opened as soon as you look through the lenses you can see snake skin like mark.

Bottom line is I am once again returning a faulty unit and expect a new non defect in return. If it happens again a refund will be requested and the PSVR will be purchased.


Chazmeister I didn't get any notification of a new headset being dispatched the last time only my UPS choices that a parcel was to be delivered to my address.

SteveEsco
Explorer
OK, I have had no further responses to my request for help. My ticket request (#234061) is being ignored or something since last Thursday. Why is that?

@cybereality Can you help?

My Rift worked great for a few days. I put my Rift down one night and the next night I picked it up only to find that it was no longer detected. My system does not Sleep and does not Hibernate. It's on 24/7 and there seems to be no explainable reason for this.

I tried everything from re-seating the cable on both ends, trying different USB ports, performing a clean install of the Oculus software, to a clean install of Windows 10, to a completely different system and no matter what I do, I am getting the same result. No detection of the Rift on either the HDMI and USB.

Why is Oculus ignoring my ticket? Do I have to go the chargeback route?

cybereality
Grand Champion
You're not being ignored. Oculus Support is dealing with a huge amount of tickets, and it takes time to respond. Please be patient and you'll get an answer. Sorry for the delay.
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Comic_Book_Guy
Superstar
Troubling. I should have used Pay pal instead of my loadable/prepaid Mastercard : /