cancel
Showing results for 
Search instead for 
Did you mean: 

Formal Complaint

geraint.atkins
Level 4

Anybody know if Oculus have a formal complaints procedure? Thanks

31 REPLIES 31

geraint.atkins
Level 4

Finally, someone with some form of understanding of consumer rights and reasonable expectations. yes kudos to you jokers.

calvados123
Level 4

You are wasting your time with Oculus beyond establishing fault.  Their CS department is a do loop.  They have no interest or incentive to resolve your issue beyond what is inside the do loop.  If you have purchased through a 3rd party, you can pursue a resolution with them.  If you have rights established in your country, you should pursue them.  I live in the UK.  I have zero rights as far as I can determine, because of Brexit.    

I'm in the same boat. 

Oculus have had my headset for nearly 2 months now. 

Support is pointless, they have a script and no process. 

They escalate and that's it, that's all they can do. 

 

The current excuse is Covid and the Holiday season. 

But I can give them another £299 and I'll have one delivered next day? 

Confused how that works? 

 

I just want my faulty property back. 

 

I have sought potential legal action, but you are right, we are stuffed in the UK, especially now we are out of the EU. 

The only option that I've done is to contact the large retail arms in the UK that sell Oculus products to alert them on Oculus ongoing issues and poor after sales support. 

Nearly 2 months of them having my product and no updates or any sign of a replacement or refund. 

 

If anyone knows of a Facebook management team in the UK that can help, please let me know. 

 

The operative word is help.  The group in London will deny responsibility.  They will point you to Dublin. Dublin will point you to the do loop.  The EU has a body to address complaints, but the UK is not part of it anymore.  The UK has no body to give standing to a product/service complaint for purchases outside the UK.  Oculus doesn’t exist in the UK. At least I have struck out at every turn.  In the interim I got a replacement, so it’s no longer an issue for me.  It was very frustrating and clearly wrong.  Does Meta care?   No. 

 

 

 

I contacted Oculus about white dots on the screen they agreed to swap I sent them the headset on 20th October, they said to me,

"Once your return has been delivered to our distribution center, it typically takes 3-5 business days for your replacement to be shipped"

I'm still waiting for the replacement, every time I send them a email they send me a copy and paste reply back.

"I would like to inform you that we are still waiting for a specialist of the team to provide an update regarding the investigation of your case. We will get back to you with more information or an update as soon as we have an update with your case."

 

The last message I sent was about making a Formal complaint, they have not replied.

 

Don't know what to do now

TomCgcmfc
Level 15

Once you actually submit an Oculus support ticket, and follow their suggestions, you should avoid opening additional tickets.  Just reply to the original support E-mail you got and politely ask for updates once in a while, like not every day, lol!  If you flood Oculus support with multiple tickets and get a bit impolite, you will will probably get the customer service you deserve imho. 

i9 9900k, rtx3090, 32 Gb ram, 1tb ssd, 4tb hdd. xi hero wifi mb, 750w psu, Q2 w/Air Link, Vive Pro

This is such a poor reply and you do the exact opposite. 

 

3 months with the standard copy and paste replies for a warranty replacement/repair is terrible. Especially if they promise a 3 day turn around. 

 

You SHOULD update your original ticket daily, and create new ones for the original ticket to be investigated. 

I'd also recommend daily NEW posts on here and other Oculus groups. 
Reddit, Consumer Forums, Tech Forums, UKHotdeals etc. 

Also contact tech magazines, blog and webcasts related to VR with your story. 

You are not alone, many others have been waiting for over 2 months with very poor updates and support. 

 

It is the ONLY way to force change within an organisation in which their service and processes are quite obviously broken and failing. 

 

Good luck @davidgb1 

@ChipTivo  You do what you like mate.  Good luck with that, lol!  I'm just saying what has worked best for me in the past.

i9 9900k, rtx3090, 32 Gb ram, 1tb ssd, 4tb hdd. xi hero wifi mb, 750w psu, Q2 w/Air Link, Vive Pro

If your happy waiting 3 months for a warranty replacement, then that's great. Good for you. 

 

If you want to make a difference and help others following you in the process, you have to raise awareness of the issues to people higher in the organisation. 

 

davidgb1
Level 3

Thanks for all the reply’s, on Nov 10 they said

 

"I would like to inform you that we have put you in a queue for a specialist of the team to investigate your case further and to provide you the best possible resolution. We will get back to you with more information or an update as soon as we have an update with your case."

 

On Jan 26, they are still sending me the same message! I think I been very polite up to now but this is just not acceptable.  I take you advice ChipTivo