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Support Escalation?

Daniel.Needles
Level 4

I attached a second Oculus for my son to my account which bricked the ability to purchase apps. Specifically, it nixed existing payment types and any attempt to add a credit card or paypal account in the Oculus or via the webpage fails with an error.  Looking online at Reddit this looks like a preexisting issue that goes back a few years. After 2 tickets and 3 weeks in support, not only do I have no answer or workaround, I cannot get anyone in support to let me know if I am still stuck in level 1.   I've provided Console data from Edge, Chrome, and Firefox that all show failures returned from the API calls to the Oculus store.  I tried contacting the director of development and Oculus executives via LinkedIn but to no avail.  Has anyone had any luck escalating an issue?  I haven't had a peep back from support in over a week despite reaching out every day.  In my 30 years consulting for IT this is literally the worse support department I've experienced.  I literally am trying to fix the ability to add to their bottom-line and cannot get anyone in Oculus interested and I coach fortune 500s on IT purchases as part of my job. Lol.   

1 REPLY 1

Daniel.Needles
Level 4

After 3 months and 2 days (May 19th) and over 4 tickets opened, I got the problem fixed.  Now mind you, I still haven't heard from support since June 2nd.  What it might be is I had Developer Mode turned on for both Oculus'.  This time I went into the Oculus App on the Phone, I went to Devices, Connected to the newer device and then clicked on store and it just worked.  Specifically, instead of asking me to log into Paypal or specifying a credit card, it showed the original credit card I entered before it broke and I simply entered the pin.  When I checked the other oculus the Developer mode showed as a single multiple choice circle rather than a slider.  I clicked on it and it reloaded as a slider with it flipped on.  My guess is that glitchy code stopped the adding of the second oculus and left the store in a half installed state.  Unfortunately this is all guess works as Oculus Support never provides any details over the phone and never returns calls, emails, etc.  But that is my best guess.