New to the forums? Click here to read the "How To" Guide.

Developer? Click here to go to the Developer Forums.

Sent back my rift for replacement, haven't received a new one since 3 weeks

InditronicInditronic Posts: 59
Hiro Protagonist
H, 
i had an issue with one of the audio outputs on my rift. i sent my rift back to customer support. this is now nearly 3 weeks ago and the only think that supports tell me is that it takes more time because of summer of rift. would be nice to know how long it would take. its nearly a month now without my rift and there is so much new amazing software out there i want to enjoy (lone echo for example) . what are your experiences, how long does a replacement normally take?

Comments

  • cyberealitycybereality Posts: 26,156 Oculus Staff
    Really sorry for the delay. Normally RMAs can take 8-12 business days (from time you ship the old unit to when we ship the new unit). However, things are crazy because of the sale and everything is taking more time. Sorry.
    AMD Ryzen 7 1800X | MSI X370 Titanium | G.Skill 16GB DDR4 3200 | EVGA SuperNOVA 1000 | Corsair Hydro H110i
    Gigabyte RX Vega 64 x2 | Samsung 960 Evo M.2 500GB | Seagate FireCuda SSHD 2TB | Phanteks ENTHOO EVOLV
  • AndyW1384AndyW1384 Posts: 307
    Trinity
    Really sorry for the delay. Normally RMAs can take 8-12 business days (from time you ship the old unit to when we ship the new unit). However, things are crazy because of the sale and everything is taking more time. Sorry.
    As someone in the same position (coming up on 10 working days since delivery to Oculus), I agree that it would be good to know how much more time. Presumably it would be possible to assess backlog size and the team's work-rate (allowing for leave and a margin for sickness) and come up with a timescale that Oculus could commit to, given the RMA place in the queue? I'd rather get an email confirming it was going to be another 14 working days guaranteed than have the possibility it was going to be 3 months more.
  • RaptorMaster3000RaptorMaster3000 Posts: 3
    NerveGear
    Hey guys... Same Problem for me... Waiting now 3 weeks for my new rift... Support says they cant Tell me how long it takes cause summer of rift... You say up to 3 month? Are they kidding us??? Iam verry angry about this
  • InditronicInditronic Posts: 59
    Hiro Protagonist
    you might begin to start thinking that they first give the available capacity to the new rift owners to not disappoint them and then take care about the replacements.  the whole rma process is really bad. it took many emails with the same information from my side again and again before the support agreed to replace my rift. next time i will wait till the items get available on amazon and the order from them. if you need a replacement there they sent you a new unit and then you have to sent the old unit back, oculus should have the same process. or they should at least have told me that i can do the replacement after the summer of rift and use my headphones in between instead of the build in audio solution.
  • RaptorMaster3000RaptorMaster3000 Posts: 3
    NerveGear
    Yes, i think You are right... To buy at Amazon where the better choice! So now we sitting in the same boat
  • ParadiseDecayParadiseDecay Posts: 510
    Neo
    edited August 2017
    I had an email from Oculus to say I would get a replacement within 12 days! it's now day 12 and still no replacement?
    Had I known about the delays, I would NEVER have sent it back. I would have persevered with my issues as it's just Wi-Fi related.
    ALSO as a YouTuber covering Oculus games for 8 months now, my channel is now suffering. I have missed 3 review deadlines for developers and I feel like I have let them down.
    I'm not asking for favourtism, but this delay is not acceptable and Oculus needs to realise it's a serious blow to their credibility for letting it's passionate fans and owners down.


    ☆ YouTube 'Content Creator' and 'Steam Curator' ( https://www.youtube.com/user/ParadiseDecay ) ☆ Devs! I'm always on the look out for new and interesting VR experiences! ☆ Oculus Rift CV1 ☆ Windows 10, 64 bit ☆ Intel Core i7-3770 ☆ 16.0GB Ram ☆ GeForce GTX 1060
  • InditronicInditronic Posts: 59
    Hiro Protagonist
    Day 12 LoL. i sent mine to Oculus on  26.07.2017 so i can only laugh about 12 Days. Its now 18 business Days for me. Maybe the should give us some goodies to make us happy again. I heared lone echo is great and i don't own it (planing to buy it when my replacement unit arrives). maybe Oculus can give us some store credit or stuff like that as a little appreciation to the ppl who bought it at the beginning and now have to deal with the early errors that a product has.
  • saschk79saschk79 Posts: 1
    NerveGear
    Same here.... I sent mine back on 21.07. already and still nothing besides the usual messages from the support "The warehouse is still working on your replacement ... please wait".
    Very frustrating GRRRRRR!
    But I like the idea with a little store credit :smiley:
  • cyberealitycybereality Posts: 26,156 Oculus Staff
    Again, really sorry. We are doing everything possible to get these RMA requests completed but I understand the wait time has been longer than is reasonable. Thanks.
    AMD Ryzen 7 1800X | MSI X370 Titanium | G.Skill 16GB DDR4 3200 | EVGA SuperNOVA 1000 | Corsair Hydro H110i
    Gigabyte RX Vega 64 x2 | Samsung 960 Evo M.2 500GB | Seagate FireCuda SSHD 2TB | Phanteks ENTHOO EVOLV
  • AndyW1384AndyW1384 Posts: 307
    Trinity
    Again, really sorry. We are doing everything possible to get these RMA requests completed but I understand the wait time has been longer than is reasonable. Thanks.
    It looks like things may be moving now, as my RMA replacement has shipped. Hopefully others are shipping already, or shortly.

    Thanks for any prodding you were able to do, @cybereality, it's much appreciated. Just some customer feedback, it really would be most welcome if delays could be flagged up to customers early, and updates given as to expected timescales. Not knowing makes any delay much worse, as (for instance) I didn't even know my returned unit had been correctly received. In the event it turns out mine got turned around just in the advertised time.

    Now I'm just hoping that wasn't because no fault was found and the problem's with the rest of my rig :smiley:!
  • InditronicInditronic Posts: 59
    Hiro Protagonist
    AndyW1384 said:
    Again, really sorry. We are doing everything possible to get these RMA requests completed but I understand the wait time has been longer than is reasonable. Thanks.
    It looks like things may be moving now, as my RMA replacement has shipped. Hopefully others are shipping already, or shortly.

    Thanks for any prodding you were able to do, @cybereality, it's much appreciated. Just some customer feedback, it really would be most welcome if delays could be flagged up to customers early, and updates given as to expected timescales. Not knowing makes any delay much worse, as (for instance) I didn't even know my returned unit had been correctly received. In the event it turns out mine got turned around just in the advertised time.

    Now I'm just hoping that wasn't because no fault was found and the problem's with the rest of my rig :smiley:!
    How do you know that your unit was shipped ?
  • AndyW1384AndyW1384 Posts: 307
    Trinity
    AndyW1384 said:
    Again, really sorry. We are doing everything possible to get these RMA requests completed but I understand the wait time has been longer than is reasonable. Thanks.
    It looks like things may be moving now, as my RMA replacement has shipped. Hopefully others are shipping already, or shortly.

    Thanks for any prodding you were able to do, @cybereality, it's much appreciated. Just some customer feedback, it really would be most welcome if delays could be flagged up to customers early, and updates given as to expected timescales. Not knowing makes any delay much worse, as (for instance) I didn't even know my returned unit had been correctly received. In the event it turns out mine got turned around just in the advertised time.

    Now I'm just hoping that wasn't because no fault was found and the problem's with the rest of my rig :smiley:!
    How do you know that your unit was shipped ?
    Got an email saying it was shipping with a link to my order page, on the order page was a new £0.00 'order'. A day later it got a tracking number.

    I take it yours hasn't shipped, after a longer wait. Damn, that... ugh, sorry I posted now. Wasn't gloating.

    I can understand that some RMAs may get processed faster if a unit is immediately and obviously dead (or working perfectly), and some may process slower if they're repairable (like, one headphone dead) but there's a wait for parts. But still, you'd think after delays they'd really push to process them in order :(.
  • InditronicInditronic Posts: 59
    Hiro Protagonist
    just checked my orders and i have a new free one in there too.thats a good think, now it only needs to ship. 
  • smithy_sfcsmithy_sfc Posts: 89
    Hiro Protagonist
    21 days and waiting, don't hold your breath :(
    i7-5820x | gtx980ti | corsair h80i v2 | ddr4 16gb | SSD x2 | win10x64
  • cyberealitycybereality Posts: 26,156 Oculus Staff
    Sorry for the delay. It will just be a little while longer, please hang tight.
    AMD Ryzen 7 1800X | MSI X370 Titanium | G.Skill 16GB DDR4 3200 | EVGA SuperNOVA 1000 | Corsair Hydro H110i
    Gigabyte RX Vega 64 x2 | Samsung 960 Evo M.2 500GB | Seagate FireCuda SSHD 2TB | Phanteks ENTHOO EVOLV
  • smithy_sfcsmithy_sfc Posts: 89
    Hiro Protagonist
    When you say a few days more, can you clarify.

    i sent mine on the 4th August, it was received in Netherlands on the 9th, they've had 20 days to send me one, nothing,
    Contacted support via email, no update other then wait a few days and see!?!
    i7-5820x | gtx980ti | corsair h80i v2 | ddr4 16gb | SSD x2 | win10x64
  • cyberealitycybereality Posts: 26,156 Oculus Staff
    While RMAs have been processing slower than normal recently, in your case, I'm actually not sure what the delay is. It has been longer than it should be. Let me check with the team and have someone investigate. Sorry again for the wait.
    AMD Ryzen 7 1800X | MSI X370 Titanium | G.Skill 16GB DDR4 3200 | EVGA SuperNOVA 1000 | Corsair Hydro H110i
    Gigabyte RX Vega 64 x2 | Samsung 960 Evo M.2 500GB | Seagate FireCuda SSHD 2TB | Phanteks ENTHOO EVOLV
  • smithy_sfcsmithy_sfc Posts: 89
    Hiro Protagonist
    Thanks, here is ticket reference: 377915
    i7-5820x | gtx980ti | corsair h80i v2 | ddr4 16gb | SSD x2 | win10x64
  • smithy_sfcsmithy_sfc Posts: 89
    Hiro Protagonist
    Any news? 22 days :(
    i7-5820x | gtx980ti | corsair h80i v2 | ddr4 16gb | SSD x2 | win10x64
  • cyberealitycybereality Posts: 26,156 Oculus Staff
    Sorry, no update yet but you are on a list of cases we are investigating. Thanks.
    AMD Ryzen 7 1800X | MSI X370 Titanium | G.Skill 16GB DDR4 3200 | EVGA SuperNOVA 1000 | Corsair Hydro H110i
    Gigabyte RX Vega 64 x2 | Samsung 960 Evo M.2 500GB | Seagate FireCuda SSHD 2TB | Phanteks ENTHOO EVOLV
  • smithy_sfcsmithy_sfc Posts: 89
    Hiro Protagonist
    I'm going to buy another headset from Amazon.
    Suggestion to anyone else on these forums, tread carefully and quietly else this will be the treatment you will receive.
    i7-5820x | gtx980ti | corsair h80i v2 | ddr4 16gb | SSD x2 | win10x64
  • smithy_sfcsmithy_sfc Posts: 89
    Hiro Protagonist
    Oh yeah...Thanks
    i7-5820x | gtx980ti | corsair h80i v2 | ddr4 16gb | SSD x2 | win10x64
  • cyberealitycybereality Posts: 26,156 Oculus Staff
    I understand and you're not wrong. The process should not take this long, even when things are busy, but we are doing all we can. Really sorry I could not help more.
    AMD Ryzen 7 1800X | MSI X370 Titanium | G.Skill 16GB DDR4 3200 | EVGA SuperNOVA 1000 | Corsair Hydro H110i
    Gigabyte RX Vega 64 x2 | Samsung 960 Evo M.2 500GB | Seagate FireCuda SSHD 2TB | Phanteks ENTHOO EVOLV
  • smithy_sfcsmithy_sfc Posts: 89
    Hiro Protagonist
    edited August 2017

    Thank you, your order has been placed.

    i7-5820x | gtx980ti | corsair h80i v2 | ddr4 16gb | SSD x2 | win10x64
Sign In or Register to comment.