05-26-2016 10:12 PM
I have raise a ticket (#196309) days 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?
07-21-2016 12:21 AM
07-21-2016 12:48 AM
ColinB said:
Huge amount of tickets !! Why ?
I wonder if any Retailers at all are really serious about stocking this contraption?
Surely not?
07-21-2016 01:02 AM
07-21-2016 02:13 AM
PravusJSB said:
I'm really not happy with the sound of this, I do not pay this kind of money to be jerked around. I asked for a refund instead and was told 'we do not refund used rifts'.... This is not used, it's faulty! 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 in exchange for my money) I'm entitled to a refund! This is terrible... I wonder what the press would do with this information?
07-21-2016 02:25 AM
07-21-2016 04:50 AM
EliteSPA said:
If you think HTC support is better.....watch this video and surprise yourself.HTC Vive Customer Service Nightmare
https://www.youtube.com/watch?v=eUlVeFC9p-A
07-21-2016 04:53 AM
EliteSPA said:
If you think HTC support is better.....watch this video and surprise yourself.HTC Vive Customer Service Nightmare
https://www.youtube.com/watch?v=eUlVeFC9p-A
07-21-2016 05:27 AM
AndyW1384 said:
EliteSPA said:
If you think HTC support is better.....watch this video and surprise yourself.HTC Vive Customer Service Nightmare
https://www.youtube.com/watch?v=eUlVeFC9p-A
While I'm in no way surprised, I still feel that just because HTC is doing badly on customer support is no reason or excuse for Oculus to do badly. Competing companies ought to be in a race to the top, not a race to the bottom.
Honestly, the biggest problem I have with Oculus support is the complete lack of communication. The trained staff who are able to examine and analyse the logs are overloaded, and it takes time to recruit and train additional ones? Fine. But tell us what the situation is when a ticket is passed to second-line support, and keep us regularly updated about where our ticket is in the queue and how long the estimated remaining wait time is. Hell, that part could probably be automated!
07-21-2016 05:38 AM
No offence but i seem to think a lot of the issues we see on here may be because many non-technical people who don't usually deal with graphics cards, USB and HDMI sockets are quite rightly very excited and rushing out to buy expensive PCs and HMDs and instead of knowing how to carry out basic fault-finding (cables first, then config and finally components) they are going straight to the manufacturer.
No big deal, things will just take time.
07-21-2016 08:17 AM