So my Rift has an issue where the foam near the nose area is coming unglued. It's less than two months old.
I sent a ticket to Oculus support about the issue, and after they got the picture of it they said that the repair process requires me to send the headset in, wait 8-12 business days, and then it would be shipped back to me. Thinking that that sounded pretty fucking awful for a device that's less than two months old to require a half a month to repair, I started doing some googling, and it turns out that the facial interface is designed to be replaced. They sell replacements on their website.
So I asked if they could just send me a replacement facial interface, and they said:
"We will follow the the replacement/RMA process as outlined on our Support Center which I have previously linked you too. If there should be any changes in this matter, please check the blog (click here) for updates.
Surmising you would like to continue this process with us and have our team look into this matter further, we will need the details requested from you by Kairi. Below I will details them again out of convenience to you
So I sent them all the requested info, and they now have to "look further into the issue".
THIS ISN'T ROCKET SCIENCE! Honestly, they could've seen my first picture, sent two days ago, and just said, "Oops, our bad, we forgot to put enough glue on that one" and sent me a new facial interface for a total cost of probably twenty bucks, tops. That would have made me fanatical about their support. I've had companies do that, where they'll just send me the part that needs fixing and I can do the work myself in a WHOLE lot less time and saving everyone a lot of effort.
I realize I'm probably talking to some support ticket farm in whichever country currently has the lowest minimum wage, but for chrissakes, Oculus, step one is building good customer service.
Sorry about the wait. We do have a rather large support team, but we experienced an overwhelming response to the recent sale, we response time on tickets is still delayed (though we are making good progress). Normally we could respond as quick as the same day but because of the ticket volume, things are slower now. I'm really sorry, but if you are patient, you should get a resolution. Thanks.
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We plan to offer great support.
The details do matter, which is why people are so excited. You know the biggest gamble of all was the DK1. Unproven tech, for a market that no one thought existed. Oculus just started as a company and had absolutely no credibilty or products out. Pimax has 1 product out, that is flawed, but many people still enjoy. They also listen to, and incorporate features in their software that people request on their forum. They constantly update and improve their software. They help troubleshoot headsets, and send you replacement parts for free without any real evidence. They sent me replacement lenses just because I asked for them. Try gettinf help from Oculus. Will take weeks if not months and they want all sorts of information, pics, and they ask you one thing at a time to draw out the process. How is it that a big company like Oculus with deep pockets will make it so hard to get replacements for things, and one forum post on Pimax and I am being sent replacement stuff with no evidence or back and forth.
You make a huge generalization about Chinese companies, that isnt right or fair. Its just plain ignorant. I am not claiming Pimax is anything more than a company trying to build a good reputation to sell their products, just like Oculus is, but so far, they are doing a better job, with less.