[Update!] Oculus support is not.. — Oculus
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[Update!] Oculus support is not..

GameStoreGamingGameStoreGaming Posts: 13
NerveGear
edited April 2018 in Support
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!

Comments

  • cyberealitycybereality Posts: 26,156 Oculus Staff
    edited April 2018
    Facial interface damage is usually considered wear and tear and not covered under warranty. However, it sounds like you just purchased recently, so this is a unique situation. Can you please let me know your support ticket number so I can take a look at the details? Thanks.
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  • GameStoreGamingGameStoreGaming Posts: 13
    NerveGear
    Facial interface damage is usually considered wear and tear and not covered under warranty. However, it sounds like you just purchased recently, so this is a unique situation. Can you please let me know your support ticket number so I can take a look at the details? Thanks.
    I have PM'd you the info. Thank you for checking into it.
  • Star-lizardStar-lizard Posts: 312
    Trinity
    https://vrcover.com/product/oculus-rift-facial-interface-foam-replacement-standard-set-2/
    Have a look at this as a replacement, I know it's going to cost but it's so much better than what the rift comes with. They also sell a cheaper version same quality, just less pads
  • GameStoreGamingGameStoreGaming Posts: 13
    NerveGear
    https://vrcover.com/product/oculus-rift-facial-interface-foam-replacement-standard-set-2/
    Have a look at this as a replacement, I know it's going to cost but it's so much better than what the rift comes with. They also sell a cheaper version same quality, just less pads
    I have purchased some of those for my own Rift, I like the Cloth covers personally when I use mine, but I use the leather with disposable pads for Guests, Wife tried my rift before getting one of her own, so that might be an option in the future.

  • MradrMradr Posts: 3,366 Valuable Player
    That is weird. What would cause it to come off in chunks o.o;?
  • GameStoreGamingGameStoreGaming Posts: 13
    NerveGear
    Mradr said:
    That is weird. What would cause it to come off in chunks o.o;?
    Don't know. I mean, they weren't pinched and pulled out, the chunks just fell off. This is new single layer foam I think.
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