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Has anyone had a hard time with Oculus Support?

StealthyQuail
Honored Guest
I recently found that my Oculus Rift S was defective, and immediately contacted Oculus Support, which helpfully troubleshooted the problem and then began a replacement process. The headset crashed every 5 minutes, the audio was popping, and the mic sounded like a robot.
However, this replacement process took over a month, and I had no headset for that time. This really impacts me, because I am an Oculus game developer and must be able to test my games.
When I finally received a replacement, my right touch did not work correctly. The trigger squeaked and Oculus button was unresponsive. I contacted Oculus support, and they found that my serial number was in a batch of know defective products! 
It will be another month before I have a replacement controller. I cont believe that the replacement headset they sent me ha defective controllers, right from the factory!
7 REPLIES 7

0ops1e
Explorer
I'm having similar challenges.  My quest controller died after less than a month (no physical contact with anything just from beat sabre like movement).  They collected all my info and haven't sent me my label for returning it yet (1week ago).  Covid is perhaps an excuse for slow factory turnaround but not in delaying sending me a label.  I wish I had returned and repurchased rather than attempt to deal with their support (I'd have it by now rather than be waiting to send it out and wait 2+ weeks since they won't parallel ship). 

0ops1e
Explorer
Tip:  Dont reply to your own ticket when they are being slow.  The support rep just told me this resets the counter.  I am now told it will be 6 business days unil i get a reply a full week after providing everything for my label.  I am now expecting up to 6 weeks turnaround and they are refusing to extend my warrenty.

Important:  ALWAYS RETURN IF YOU CAN.  I'D HAVE MY REPLACEMENT BY NOW

Xantrass
Honored Guest
Well, my CV1 failed about 4 weeks ago. Since it is still in warranty I reached for occulus support to get this solved. 

Long story short, after 2 weeks trying to getting this solved and two "refubrished" headsets, which had different defects right out of the box, I'm really afraid if I will ever get a working headset back.

What annoyes me the most is: My initial ticked was simply closed and marked as "solved" after the second replacement. Now I have a new support employee who wants to go through all "check cable here, update your windows, update this, update that" all over again.

Netheri
Rising Star

Xantrass said:

Well, my CV1 failed about 4 weeks ago. Since it is still in warranty I reached for occulus support to get this solved. 

Long story short, after 2 weeks trying to getting this solved and two "refubrished" headsets, which had different defects right out of the box, I'm really afraid if I will ever get a working headset back.

What annoyes me the most is: My initial ticked was simply closed and marked as "solved" after the second replacement. Now I have a new support employee who wants to go through all "check cable here, update your windows, update this, update that" all over again.


Been there, done that.  😄 One customer support "specialist" even got mad at me, when i knew more than he could chew on, basically saying that on Oculus there's nothing wrong on hardware or software and therefore he doesn't have to help or forward the issue forward. 

My CV1's warranty is long due but i got to fix at least CV1's velcro problem myself. 
i9-9900K@ 5GHz, ASUS Rog Strix 2080 Super OC , 32gb 3466MHz DDR4, ROG Strix Z390 E Gaming, 1 x Inateck 4 port USB 3.0 card, 2x3.1, USB, 6x3.0 USB on mobo, 1x USB-C on G-card, Reverb G2

Xantrass
Honored Guest
Well, I can't really laugh about that.
I really thought buying a Rift when the Rift S came out was a good deal. I was overall happy with it and didn't see (yet) any reason to update.

But this really is what I was afraid of when the problem with non existend replacement cables popped up. Now im sitting here with an unusable replacement headset after only 1,5 years of sporadic usage (of my original Rift) and it isn't even the cable that failed.

It's been only a few days since the last answer so im not yet done with the customer support, but i'm already in contact with EU consumer protection to get educated about my rights in this particular situation.

I somehow have the feeling that there are no more headsets that do not consist of customer returns because of different errors. Of course, I will write an update if i'm wrong here.

dan.m.griffiths
Explorer
I have been waiting over a month. First they denied they had even received my faulty unit. Then when I proved they had received it through the tracking number and the delivery date, they located it, but said there was a delay on sending it out, but couldn't tell me why.

The ticket operator cannot contact Dispatch directly (Bizarre!) or provide any contact details so I could contact them.  I have been told to just keep waiting and Chat will get back to me when they know more.  

This is awful customer service and I'll never buy anything from them again.  Frankly, I can see me having to get a solicitor involved to get my goods or money back.

Busbasse
Honored Guest
The replacement to my no-possible-argument faulty-unit is on its way, apparently, after some weeks of dealings, so great. Looking forward to it since i was just getting into using it. 

But I'm still trying to wrap my head around the support experience - the rapid email responses paired with the
"We are going to look into your issue more thoroughly and will require more time to look into possible options available for you.", or the "Thank you for your extended patience and understanding, we will do our best to get back to you with more information or an update with the next 3-5 business days.". iow - We'll work hard to maybe get back to you with a response in (possibly/effectively) a week? 

I mean, who even writes copy like this for a multi-national company 2020? 
The best one though imo is the "
Just to set your expectation, everything will continue in a normal process and the replacement will be shipped soon", and when inquiring about an actual time-frame so that I could actually have something to wrap my expectation around, i got "Normally, it takes 9-12 business days for the whole process. I know that this is not the answer your expecting but we appreciate your patience and understanding".

I mean - at this point this WAS kind of the answer i was expecting so it turned in to a reverse-psychology situation. 

So many questions... At no point in our conversations could I have possibly given the impression of being patient and understanding so no need to thank me for that - just added to the confusion. It's just the vagueness of it all that gets me. I would have preferred a "Mr Basse, as a company we wanted to sell a ton of units but didn't scale properly. Sorry, but this will take just about 25 days to resolve - You got a lemon, but we think our product is generally awesome and well worth the wait. Send us your initial angry response, and we will reply with a straight reference to our first email to you - as we told you, this will take about 25 days to resolve. We didn't scale properly". 

Know what I mean? - clean and straight forward.