07-12-2018 02:30 PM
07-12-2018 02:35 PM
07-12-2018 02:44 PM
Thank you for letting me know it's under warranty. That takes a lot of the burden off. So they say to send everything back. Does that also include the touch controllers, sensors, and sensor stands? Like EVERYTHING that originally came with the unit? Thank you for your response.
LZoltowski said:
If it's been only 7 months then your device is still under warranty, please work with support as they will be able to investigate the issue and if there is a fault, offer you a replacement.
07-12-2018 02:46 PM
07-12-2018 02:47 PM
Usually, the process for RMA varies, but often it's just the HMD and the cable, they will issue you with a return label and you post it to them.
JoshFiricano said:
Thank you for letting me know it's under warranty. That takes a lot of the burden off. So they say to send everything back. Does that also include the touch controllers, sensors, and sensor stands? Like EVERYTHING that originally came with the unit? Thank you for your response.
LZoltowski said:
If it's been only 7 months then your device is still under warranty, please work with support as they will be able to investigate the issue and if there is a fault, offer you a replacement.
07-12-2018 03:05 PM
Is there a way to edit my support ticket to include the picture?
LZoltowski said:
Yeah, I would send that photo to support too, definitely a fault, it curiously looks like sand!, I am sure they will be able to sort you out.
07-12-2018 03:07 PM
JoshFiricano said:
Is there a way to edit my support ticket to include the picture?
LZoltowski said:
Yeah, I would send that photo to support too, definitely a fault, it curiously looks like sand!, I am sure they will be able to sort you out.
07-12-2018 03:10 PM
07-12-2018 03:22 PM
Thank you for the quick response. I have followed all the troubleshooting steps that were suggested in the ticket, but they did not help. I'd like to get this sent out ASAP. Thank you for your quick support. It is MUCH appreciated.
cybereality said:
It appears you purchased within the past year, so you should still be eligible for warranty replacement. We will need to do some basic troubleshooting first, but I would expect this to be a case where we would send replacement. Please follow up on the ticket so we can proceed. Thanks.
07-12-2018 03:34 PM