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I am done with Oculus

lukepaterson
Level 3

It's not the Facebook integration that got me, which while that is not a very good idea, in the end it's the product and customer support.


I bought an Oculus Rift S less than a year ago when half life alyx was releasing as it was the only option that didn't have base stations. Got a few months of use out of it before it refused to work anymore. Kept getting a persistent "can't detect sensors" error. I tried everything I could think of to fix this, troubleshot myself for literal weeks until I threw in the towel and contacted customer support.


My mistake. It took 34 emails and an entire MONTH of them jerking me around before they admitted it was the hardware and asked me to send in the headset for replacement. After not receiving the shipping tags for another week, I re-contacted them and they said they hadn't sent them. Three more days and I had it finally, shipped the headset to them two days later. I tracked this shipment and it arrived in four days. I was told they received it three days after they had it. Okay, no problem right? It will process and ship the replacement soon?


Wrong. A week goes by, no word. Two weeks they say they are still processing. Third week though I get a confirmation. "Your order is processed and is shipping, here is the tracker." Okay, great! Let me just use that information and... nope. Nothing. Shipping service has no record of it. "Well, maybe it's just still in their possession, I'll wait." Again, two weeks go by, nothing. "Maybe it shipped but isn't being tracked?" I check my mail regularly, nothing.


Okay time to contact them again, "Yes hello I am such and such here is the info, the item is not received or tracked can I know what's going on?" "WE PROCESSED THIS ORDER YOUR TICKET IS CLOSED"


Wait WHAT?! So I don't have my product, and now you aren't even going to bother figuring out where it is or helping me get it?? I open a new ticket... "Yes I would like if you actually responded, here is the info again, what is going on." Well, here I am two weeks on after receiving the cut and paste "we will deal with your ticket later" response.


Haven't had a working headset for half a year, trying to fight through their customer "service" for over four months now. Now I have nothing except a growing regret of the money they basically stole from me at this point.


I'm done with Oculus, and even if by some miracle I actually get the product I paid for back finally, I don't think I'm EVER using their service or buying anything from them ever again. So much for that.


edit: Update, After encouragement from here I started a twitter account and posted to the Oculus page, they responded and a few hours later I had an update on my ticket which said they have now routed the delivery through USPS and a tracking number actually showed they did. They DID say it would be 45-60 days delivery... which makes the time I haven't had my device longer than I have had it since owning it, and I don't really get why they didn't do anything until it was a complaint on a public forum... but can't complain too much I guess. This is the best result I reasonably could expect. Hopefully it shows up a month or two from now. Thanks for the advice here. Still probably not buying them in the future though.

7 REPLIES 7

kojack
Volunteer Moderator
Volunteer Moderator
The last paragraph from this post makes more sense when you know the whole thing is a direct copy/paste from reddit, since the post isn't edited and there was no encouragement from here since this is the first mention of the issue.



Author: Oculus Monitor,  Auto Oculus Touch,  Forum Dark Mode, Phantom Touch Remover,  X-Plane Fixer
Hardware: Threadripper 1950x, MSI Gaming Trio 2080TI, Asrock X399 Taich
Headsets: Wrap 1200VR, DK1, DK2, CV1, Rift-S, GearVR, Go, Quest, Quest 2, Reverb G2

kojack
Volunteer Moderator
Volunteer Moderator
Actually this thread is a copy/paste of a reddit user called Just_Some_Static
Your "Quest 2 speakers are pretty good" thread is a copy/paste of a reddit user called calebfreeze.
Your "Used a 'Fakebook' account" thread is a copy of 2 russian spam site articles.
Your "I hate you all for making me get the Quest 2" thread is a copy/paste of a reddit user called Scottbadman.

Author: Oculus Monitor,  Auto Oculus Touch,  Forum Dark Mode, Phantom Touch Remover,  X-Plane Fixer
Hardware: Threadripper 1950x, MSI Gaming Trio 2080TI, Asrock X399 Taich
Headsets: Wrap 1200VR, DK1, DK2, CV1, Rift-S, GearVR, Go, Quest, Quest 2, Reverb G2

DaftnDirect
Volunteer Moderator
Volunteer Moderator
It shouldn't be necessary to investigate posts in order to assess how genuine they are but I guess some people will be taken in, particularly members who gravitate towards negative Facebook/Oculus posts.

Unfortunately it can have the effect of harming trust in users with genuine issues if it happens too much.

Intel 5820K OC@4Ghz, Titan X (Maxwell), 32GB Corsair Vengeance DDR4, ASRock X99 Taichi, Samsung 500Gb 960 Evo M.2, Corsair H100i v2 Cooler, Inateck KTU3FR-4P USB 3 card, Windows 10 Pro v20H2 (19042.964)

synchromesh62
Level 9
Well in his favour he can now at least post.. " I have been Banned from the Oculus Forum "
That one will be his own.

kojack
Volunteer Moderator
Volunteer Moderator
Yep, normally I don't investigate threads like this, only ones with obvious red flags. The bit at the bottom about getting encouragement from here was suspicious when the thread had no replies and he's never mentioned a Rift-S before. Even copy/pasting your own reddit thread isn't a problem, but a quick check showed almost every thread was a copy paste, and not from the same user. That's pretty standard spammer tactics, make valid looking threads by copy/paste, then later edit in spam links once past the post count threshold.

Anyway, good to hear that Just_Some_Static got a tracking number.
Author: Oculus Monitor,  Auto Oculus Touch,  Forum Dark Mode, Phantom Touch Remover,  X-Plane Fixer
Hardware: Threadripper 1950x, MSI Gaming Trio 2080TI, Asrock X399 Taich
Headsets: Wrap 1200VR, DK1, DK2, CV1, Rift-S, GearVR, Go, Quest, Quest 2, Reverb G2

Zenbane
Level 16

kojack said:

good to hear that Just_Some_Static 



Sound like a job for... Static Killer

https://www.youtube.com/watch?v=YK7ya_xZXFc

DaftnDirect
Volunteer Moderator
Volunteer Moderator
Wayne Static, before the Facebook forum arguments kicked off.

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Intel 5820K OC@4Ghz, Titan X (Maxwell), 32GB Corsair Vengeance DDR4, ASRock X99 Taichi, Samsung 500Gb 960 Evo M.2, Corsair H100i v2 Cooler, Inateck KTU3FR-4P USB 3 card, Windows 10 Pro v20H2 (19042.964)