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Oculus team take too long conversation to get RMA for defect unit.

heroruxido
Level 2
Oculus team submitted ticket on 28th April, now still didn't get RMA. The dialogue as below.

can't setup and can't run any app. 
Inbox

support@oculusvr.com
Apr 28

to me 
##- Please type your reply above this line -##
A support ticket (#353948) has been created for you.

If you have additional questions or comments, reply to this email or click the link below:

Ampattiya
Ampattiya
Apr 27, 6:40 PM PDT

I had been setup oculus rift everything go well, HDMI and USB are green but after finished setup xbox controller when i placed next it stuck and show message "Oculus has detected hardware issue that preventing you from setting up...." I have been try many time, reattach cable on PC and headset not work. It also said error when i try to run app.

Attachment(s)
2.jpg
1.jpg

This email is a service from Oculus Support. Delivered by Zendesk.
[J50Y3R-OGWP]

support@oculusvr.com
Apr 28

to me 
##- Please type your reply above this line -##
Your request (#353948) has been updated. Reply to this email or click the link below:

Leo
Leo (Oculus Support)
Apr 27, 6:52 PM PDT

Hello,

Thank you for contacting us.

I understand that you are getting an error Oculus Hardware Error. I will be most happy to assist you with that.

This error may be displayed due to missing the Oculus driver.

Please follow these steps:

Open the Run window (Windows + R)
Search for the Windows System Information application (msinfo32.exe)
Browse to the System Drivers section, in Software Environment
Check for ocusbvid or Oculus Rift Sensor Service
Check for oculusvrheadset or Oculus VR Headset Service
If either driver is missing, manually install the driver by going to C:\ProgramFiles\Oculus\Support\oculus-drivers and running oculus-drivers.exe file.

Please let me know if this works for you so I can update the ticket.

Leo
Oculus Support

Ampattiya
Ampattiya
Apr 27, 6:40 PM PDT

I had been setup oculus rift everything go well, HDMI and USB are green but after finished setup xbox controller when i placed next it stuck and show message "Oculus has detected hardware issue that preventing you from setting up...." I have been try many time, reattach cable on PC and headset not work. It also said error when i try to run app.

Attachment(s)
2.jpg
1.jpg

This email is a service from Oculus Support. Delivered by Zendesk.
[J50Y3R-OGWP]

pattiya pattarapongpan <ampattiya@gmail.com>
AttachmentsApr 28

to support 
Dear Leo
Already have driver. I have 2 headset another can use with this PC normally look like this item has defect. 

Best regard

Attachments area

support@oculusvr.com
Apr 28

to me 
##- Please type your reply above this line -##
Your request (#353948) has been updated. Reply to this email or click the link below:

Leo
Leo (Oculus Support)
Apr 27, 7:51 PM PDT

Hey Pattiya,

Thank you for the quick reply.

Please provide us the email address and the username associated with your Oculus account.

If the email address is different from this email, please add the Oculus email into the cc field and reply back to us.

In order to further investigate this issue, please provide us the Oculus log files:

Open the Run window (Windows key + R)
Enter and run: C:\Program Files\Oculus\Support\oculus-diagnostics\OculusLogGatherer.exe
The above link is the default directory. Bear in mind that if you installed Oculus Home to another drive you will need to update the command with the correct file path.
Wait for the executable file to pop up.
Select ‘Get All Logs’.
Wait for the log collection to finish.
Attach the diagnostic logs to your response.
I am looking forward to hearing back from you.

Leo
Oculus Support

Ampattiya
Ampattiya
Apr 27, 7:43 PM PDT

Dear Leo
Already have driver. I have 2 headset another can use with this PC normally look like this item has defect.

Best regard
Pattiya

Attachment(s)
3.jpg

[J50Y3R-OGWP]

pattiya pattarapongpan <ampattiya@gmail.com>
AttachmentsApr 28

to paiboon, support 
Dear Leo
Oculus account is herotuxido, email : herotuxido@gmail.com

I already attached log for u. Please check for me.

Best regard

Attachments area

support@oculusvr.com
Apr 29

to me 
##- Please type your reply above this line -##
Your request (#353948) has been updated. Reply to this email or click the link below:

Leo
Leo (Oculus Support)
Apr 28, 1:12 PM PDT

Hi Pattiya,

Thank you for sending us the Oculus log files.

Please allow us some time to look into this for you.

Thank you for your understanding and continued patience.

Leo
Oculus Support

Ampattiya
Ampattiya
Apr 27, 9:03 PM PDT

Dear Leo
Oculus account is herotuxido, email : herotuxido@gmail.com

I already attached log for u. Please check for me.

Best regard

Attachment(s)
Oculus_Logs_DESKTOP-FET6GS5_25600427_085933.zip

[J50Y3R-OGWP]

support@oculusvr.com
Apr 29

to me 
##- Please type your reply above this line -##
Your request (#353948) has been updated. Reply to this email or click the link below:

Morty
Morty (Oculus Support)
Apr 28, 9:48 PM PDT

Hi Pattiya,

Can you please provide the following information:

The serial number for your headset (found inside the strap near the headphone starting with WMHD).
Your current shipping address, including; your full name, street address, city, state/province, country, postal code, phone number.
Where was the order purchased from? If from us, can you provide a order number? If one of the retailers shown here, please provide us with a screenshot of the invoice and order number.
Let me know,

Thank you

Morty
Oculus Support

[J50Y3R-OGWP]

pattiya pattarapongpan <ampattiya@gmail.com>
AttachmentsApr 29

to support, paiboon 
Dear Morty

SN:WMHD303210003Q

Current shipping address : 
Sakulrat Jirajaroenphol
6703 SE Woodstock BLVD
City : PORTLAND
State: OREGON 
Zip code: 97206
Phone: 213-709-1852

I attached invoice from amazon for this item. Thank you.

Best regard

Attachments area

support@oculusvr.com
Apr 30

to me 
##- Please type your reply above this line -##
Your request (#353948) has been updated. Reply to this email or click the link below:

Morty
Morty (Oculus Support)
Apr 29, 4:24 PM PDT

Hi Pattiya,

Thank you for that information.

I just wanted to confirm something else.

You mentioned you have another Rift, so I wanted to confirm if the issue could be caused by the headset cable on this Rift.

Could you swap the cables for me and let me know if a new cable changed anything, or if that issue remains?

Let me know,

Thank you

Morty
Oculus Support

Ampattiya
Ampattiya
Apr 29, 8:40 AM PDT

Dear Morty

SN:WMHD303210003Q

Current shipping address : 
Sakulrat Jirajaroenphol
6703 SE Woodstock BLVD
City : PORTLAND
State: OREGON
Zip code: 97206
Phone: 213-709-1852

I attached invoice from amazon for this item. Thank you.

Best regard
Pattiya

Attachment(s)
oculus return.pdf

[J50Y3R-OGWP]

pattiya pattarapongpan <ampattiya@gmail.com>
Apr 30

to support 
Dear Morty
I already tried, still have problem.

Best regard
Pattiya



support@oculusvr.com
Apr 30

to me 
##- Please type your reply above this line -##
Your request (#353948) has been updated. Reply to this email or click the link below:

Morty
Morty (Oculus Support)
Apr 29, 6:40 PM PDT

Hi Pattiya,

Thank you for the trying that.

We are looking into this for you and will update you as soon as we can.

Thank you

Morty
Oculus Support

Ampattiya
Ampattiya
Apr 29, 6:29 PM PDT

Dear Morty

I already tried, still have problem.

Best regard
Pattiya

Morty
Morty (Oculus Support)
Apr 29, 4:24 PM PDT

Hi Pattiya,

Thank you for that information.

I just wanted to confirm something else.

You mentioned you have another Rift, so I wanted to confirm if the issue could be caused by the headset cable on this Rift.

Could you swap the cables for me and let me know if a new cable changed anything, or if that issue remains?

Let me know,

Thank you

Morty
Oculus Support

[J50Y3R-OGWP]

support@oculusvr.com
May 3 (12 days ago)

to me 
##- Please type your reply above this line -##
Your request (#353948) has been updated. Reply to this email or click the link below:

Tyver
Tyver (Oculus Support)
May 2, 11:42 AM PDT

Hello Pattiya,

Thanks for your patience while I reviewed your case. I'm sorry to hear about the issue you've encountered, and I'm happy to help!

I'll just need to confirm some additional information with you, if you don't mind.

Could you please confirm for me the email address of your Oculus account?

Please ensure there is a payment method on this account. You will not be charged during the warranty process.

Please feel free to let me know if you have any other questions or concerns. I'll be happy to help!

Kind regards,

Tyver
Oculus Support

[J50Y3R-OGWP]

support@oculusvr.com
May 3 (12 days ago)

to me 
##- Please type your reply above this line -##
Your request (#353948) has been updated. Reply to this email or click the link below:

Paiboon Ji
Paiboon Jirajaroenphol
May 2, 4:51 PM PDT

Hello Oculus support

Yes email account is herotuxido@gmail.com I have payment method in there.

Best regards
Pattiya

[J50Y3R-OGWP]

pattiya pattarapongpan <ampattiya@gmail.com>
May 3 (12 days ago)

to support 
Hello Oculus support

Yes email account is herotuxido@gmail.com I  have payment method in there. When I will get RMA?

Best regards


support@oculusvr.com
May 4 (11 days ago)

to me 
##- Please type your reply above this line -##
Your request (#353948) has been updated. Reply to this email or click the link below:

Tyver
Tyver (Oculus Support)
May 4, 9:55 AM PDT

Hello again Pattiya,

Thank you for getting back to me with that information, and I apologize for the delay in my reply.

When looking into this, I noticed that the serial number provided is for a unit purchased from Best Buy. The proof of purchase you provided is from Amazon, so I'd just like to double-check and ensure that I have the correct serial number.

If you can confirm for me that the serial number you provided is indeed from the unit you purchased through Amazon, it would be very helpful. If you purchased a second unit from Best Buy, in addition to your unit from Amazon, please also let me know.

Thank you for your continued patience.

Kind regards,

Tyver
Oculus Support

Ampattiya
Ampattiya
May 3, 9:08 AM PDT

Hello Oculus support

Yes email account is herotuxido@gmail.com I have payment method in there. When I will get RMA?

Best regards
Pattiya

Paiboon Ji
Paiboon Jirajaroenphol
May 2, 4:51 PM PDT

Hello Oculus support

Yes email account is herotuxido@gmail.com I have payment method in there.

Best regards
Pattiya

[J50Y3R-OGWP]

pattiya pattarapongpan <ampattiya@gmail.com>
May 5 (10 days ago)

to support 
Dear Oculus support


Yes, I am wrong. I bought Oculus rift from Best Buy and Amazon. It long time and i can't remember with one from where.


pattiya pattarapongpan <ampattiya@gmail.com>
May 6 (9 days ago)

to support 
Dear Oculus Support

Why so quiet? This conversation past more than one week but still no solution. Please help me.
Best regards


support@oculusvr.com
May 9 (6 days ago)

to me 
##- Please type your reply above this line -##
Greetings,

Thanks for reaching out to Oculus Support.

We sincerely apologize that we have not yet had time to review your case.

At this time, we have a larger volume of tickets than usual. Your ticket will be handled in the order it was received.

Thank you for your continued patience and understanding.

Regards,

This email is a service from Oculus Support. Delivered by Zendesk.
[J50Y3R-OGWP]

Tyver
Tyver (Oculus Support)
May 11, 8:50 AM PDT

Hello again Pattiya,

Thank you for getting back to me.

Please provide the Best Buy proof of purchase for this unit, sent as either an image or attachment. This would be the receipt or invoice from the purchase.

Please also let me know in what country this unit is currently located.

[J50Y3R-OGWP]

pattiya pattarapongpan <ampattiya@gmail.com>
Attachments10:54 PM (32 minutes ago)

to support team
I attached proof of purchase for you. Please give RMA to me.
1 REPLY 1

elboffor
Level 12
From what i read there, you have provided the proof of purchase for the amazon purchased rift not the best buy purchased one and its the best buy purchased one thats at fault.

The lead times all seem fairly acceptable to me due to all the confusion amd attempted trouble shooting going on.

Have you sent them the best buy pop yet?

Please keep us posted id be interested to see the outcome
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