cancel
Showing results for 
Search instead for 
Did you mean: 

RMA - Delays and minimal info from support

Rambling_Man
Honored Guest

So, I've seen a lot of posts here about RMA's and long wait times.  I shipped my unity out 2 weeks ago, and it was confirmed recieved.  Every time I try to chat with Oculus Support, all they can tell me is that it's at the warehouse, and will be shipped out soon.  

 

Has anyone had any experiences with this, and should I expect to wait a long time to get it back?  Are there any proven ways of being able to get it back faster?

25 REPLIES 25

Well, my own experience is in limbo right now. I got my RMA label, confirmed over email EXACTLY what I needed to return. Boxed up and shipped what they wanted. Then tracked it.  A couple of days after it arrived, I followed up the RMA email notifying them I see they received it.  And I warned them I would be following up again, after 30 days.  Since at the time that was what I was seeing as the time frame for the RMAs.  Granted mine is a bit weird in that they gave me an RMA on a Rift CV 1.  The connector for the head strap on the headset broke, (left temple) and I originally contacted them about possibly ordering a head case to see if I could simply move the electronics over.  At this point it's been about 3 out of the 4 weeks I said I would wait before reaching out again. and I have heard nothing.

I really hope I'm not waiting that long.  They have already confirmed with me that it is in their warehouse, waiting to be shipped out, but I can't imagine why it would take so long to ship out if that's all they are waiting on.  

I've gotten the same kind of notices.  When they replied to the ticket I created by notifying them that I saw it was received, I got this, what I consider a boiler plate response. After thanking me it was.

--------------------

 

As for now , our team is now verifying the returned device and everything is accurate, your replacement device will then be prepared for delivery. If your package is ready to be picked up by the courier at our warehouse, you will receive an automated email from us letting you know it is ready to be shipped. The new courier tracking number will be included in the email to allow you to monitor the package and see the scheduled delivery date when available.
 
At this moment, I don't have an exact timeframe about your replacement, however I will be keep on monitoring your ticket to track down your concern.

I hope you will get your device soon. I'm excited for you to go back to a seamless Oculus VR experience the soonest.
 
For now, I will be closing this ticket, please do not hesitate to reach back out to us again in the future for any questions or concerns that you may have. We are always happy to help!

With that being said, we'll be keeping an eye on your issue. For the time being, please have a fantastic day ahead of you and always stay safe.
 
----------------------

Since she closed the ticket, how can she continue to monitor it?  Hense my plan to "rattle the cage" in another week.  I'm putting the delay down to COVID and possibly a lack of a suitable replacement.  So, "We shall see" said the blind man to the deaf mute who replied, "I heard you."

Time for another update.  Today a couple of days early. (even I can get impatient) I fired off another email asking for a status on my RMA listing RMA#, the date I sent it, the date tracking showed they received it. I pointed out that their own web site states 8 to 12 business days and that with Covid affecting the work force I was willing to give some slack but that it was approaching 30 days.  I also pointed out that the last response when I shook the cage was a template response.  Asking for a real response and not just a cut and paste into the message window.  We'll see

Rambling_Man
Honored Guest

So, I am officially on 14 days and still no updates from Oculus.  I have tried contacting support several times, and have gotten very similarly worded responses; That my unit is being processed for a replacement.  

Felt I should clarify that it is 14 days since they've received the unit, 20 days since I shipped it out.  

Well, On Thursday the third, I received a reply to my query where I listed the timeline and all the RMA and tracking numbers.  I actually received 2 emails. One saying "We are going to look into this and will require more time to look into possible options available to you." with a time frame of 3 to 5 business days. Followed by a replay from another agent stating they had received all my previous contact history with an assurance that a thorough investigation on this issue and why it hasn't been delivered. to me up until Thursday.  With an assurance they will reach back to me immediately once there's an update.  Since I have a time frame again. I'm going to again rattle the cage Tuesday. 

I will stress that in all my communication I have not dropped into name calling or demands other than pointing out their own wording on the site.  I've just presented the evidence and let the cards fall where they may.  They gave me the RMA and at the moment I don't have a headset anymore. so it's in their court to fix it.  Having worked as a customer care representative for many years, I understand how I personally would react to customers.  So the Golden Rule applies for me at least.  I treat them as I want to be treated. And I understand that in a lot of cases they are "hands tied" in what they can respond with.  Still I'm going to keep up with the gentle knocking on the door to get this resolved.  Updates later.

Rambling_Man
Honored Guest

I actually I just received an email stating that I am in a queue to have my case looked at by a specialist.  I guess it’s progress. Currently at 3 weeks since it was shipped out for repairs. 

Well, I'm glad I have someone to bounce status with.  While I am not happy that the cracking the whip over the repairs/replacement seems necessary. Simply bringing the issue up to be fresh in their minds seems to keep things going. And as of the 9th it will be reaching 30 days since they received the headset. If I get notice about the replacement shipping, I'll be happy. Since this would line up with what I read elsewhere for a service time frame.  Of course there is the "but still..." hanging in the air.  That the customer is left hanging in limbo.  Hanging in limbo is still a bit better than being on hold listening to an automated voice say "Your call is important to us" as you're waiting for 30 minutes to talk to someone.  By the time you talk to someone, your mood is in the tank and you're ready to take it out on someone.