treating a new user, My wife, like they should be. She purchased a Rift-Touch Bundle from Best Buy during the Celebration (I encouraged her to, given Skyrim was coming out and there was the possibility of some titles in the future she would be interested in). We discovered the foam on the headset was coming off in chunks after a day or so. At no point was the foam grabbed, twisted or used to remove the headset. We opened a ticket and sent detailed pictures of the issue. Support comes back to us saying it must have been grabbed for this to happen and waving it off as if she did this. This is a extremely inexpensive part and an easy fix, but its being treated as a non-issue.Yes, I can buy a new a $29.00 replacement faceplate, but I'm not going to, because this is an inexpensive item that Oculus can send out to us and resolve this issue.
EDIT: Thanks to intervention from cybereality
, support is sending out a replacement foam face interface.
Thank you kindly for your help!