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Headset AWOL - Oculus seems to have lost my headset and support is terrible

Level 2

I have sent my oculus headset in for repairs on the 20th of December. It arrived on the 22nd of December.

Before my RMA I was told the following: 


"Once your return has been delivered to our distribution center, it typically takes 3-5 business days for your replacement to be shipped. You should receive a shipping confirmation email once your replacement order has processed."
So far I have never received communication whatsoever of the arrival of my headset and the processing of it, no confirmation nothing. I was only informed of the arrival of the headset by DHL and through chatting with Oculus. 
Sure it was the holiday period, so it can take a bit longer. But it’s taken so long now, it’s getting to a point where it’s just not acceptable any longer. I'm getting pretty pissed...
I've chatted with Oculus support yet again, I was told yet again they would contact the right department and all will be solved.
Any ideas or suggestions here? Has anyone here had this experience?