Does anybody know how I can register a formal complaint with Oculus, ref. support?

[TrevorA]

A friend wanted to cancel his pre-order and I wanted a CV1 as an upgrade to my DK2, so to speed things up I took his earlier order from him.  From very first connection my Constellation sensor hasn't worked, I logged a ticket, Request #239908, 11 days ago and got a great very quick response.  I ran through all of the checks and purchased a new USB 3 card, all of which by the Sunday 9 days ago, proved the sensor just didn't work.  At that point response from support stopped, I have even offered to pay for a replacement sensor but the only answer I have had twice is they are looking at options, so I now have a £500 paperweight.

Request #239908

New CV1 issues

• 
  TrevorJuly 22, 2016 22:33

  I have been a DK2 tester for many months with no issues. However today my friend gave me my CV1 as a gift. All looks OK except the sensor. First time I plugged it in was via the controller adapter as the lead wasn't long enough. the software told me the port would give reduced performance. So I tried it directly in a USB 3.0 port. ever since then it doesn't detect the sensor at all. No error, nothing in device manager, etc. 
  I have; 
  reinstalled Oculus home, to a different drive.(it worked fine with my DK2) 
  Updated my asmedia USB drivers 
  Tried EVERY USB port both on my MB and via a USB 2 hub. WIth no other usb devices plugged in.

  The HDMI and headset USB are detected without errors immediately. 
  Does his sound like a faulty sensor or any other ideas?

• 
  XavierJuly 22, 2016 23:04

  Hi Trevor,

  I understand you're having difficulties with the sensor.

  For clarification, is the device not being sensed even when USB 2.0 ports (that are not using the ASMedia controller) are being used?

  I await your response.

  Xavier
  Oculus Support

• 
  TrevorJuly 22, 2016 23:06

  Hi, no no detection at all. Just the very first time with the extension lead.

  I used device manager to view hidden devices, and it was there, along with my dk2 sensor (obviously disconnected) I units allied them both, rebooted and still no detection in usb 2 or 3.

• 
  XavierJuly 22, 2016 23:10

  Hey Trevor,

  Thanks for the clarification.

  We'd like a bit more time to investigate this issue.

  We appreciate your patience.

  Xavier
  Oculus Support

• 
  TrevorJuly 22, 2016 23:16

  Yes no problem.

  The compatibility gives the error attached.

  [image1.JPG]

  •  image1.JPG (900 KB)
• 
  TrevorJuly 22, 2016 23:25

  Last piece of information to try and help.

  I have plugged it into 2 laptops, one with win 10 and usb 3, one with win 7 and usb 2. No detection in Windows device manager or connection noise.

• 
  MortyJuly 23, 2016 06:47

  Hey Trevor,

  Thank you for that information.

  The Rift is not compatible with laptops, do you have a compatible desktop system you can troubleshoot with?

  Also, you mentioned you have a DK2.

  Can you make sure any DK2 drivers, and software are uninstalled, as well as disconnecting the hardware, as well as any webcams.

  The DK2 hardware and sensor drivers could conflict, as could a webcam.

  Let me know the result.

  Thank you,

  Morty
  Oculus Support

• 
  TrevorJuly 23, 2016 07:05

  I understand that but shouldn't I at least see an unknown device?

  No spare desktop system.

  I completely uninstalled oculus home from my c drive and installed to my d drive. Any other things to try?

• 
  MortyJuly 23, 2016 07:22

  Hi Trevor,

  We can't make any guarantees on a laptop at all, even if detected the Rift itself won't function on it.

  Only way to be sure is to test it on a compatible desktop PC.

  Does your friend have a desktop you can test it on?

  Let me know,

  Thanks

  Morty
  Oculus Support

• 
  TrevorJuly 23, 2016 07:39

  He does, but lives 90 minutes away. I have lots of PCs at work, but all HP desktops. Plus I have servers at home, but all have VMware installed.

  I have an HP micro server with server 2008r2, is it worth trying that?

  I have ordered the approved usb card from Amazon for delivery tomorrow. Maybe that will help.

  To me it appears completely dead or a broken cable. Is there any way to try a different cable?

• 
  MortyJuly 23, 2016 08:13

  Hi Trevor,

  The sensor cable on the CV1 is hardwired, so its not removable.

  The USB cards we recommend are PCI expansion cards, I don't see that being something you can install in a laptop.

  If this issue was occurring on a desktop, that is definitely a step I would include however.

  The server is in the same situation as the laptop if its not running the proper specs, but it may detect the sensor at least.

  But let me know the results of what you try.

  Thanks

  Morty
  Oculus Support

• 
  TrevorJuly 23, 2016 09:11

  I think you have misunderstood. My gaming system is based on an asus x99s, with a 980Ti and 5820 cpu. I am only trying the laptops to check and see if they detect the sensor as a usb device.

  If it still doesn't work after I install the usb card tomorrow, what's next?

• 
  TrevorJuly 24, 2016 11:37

  Hi,

  Today I received the recommended Ian 3.0 Pci-e card from Amazon, the Inateck, still nothing happens when I connect the sensor.

  I also tried it in another lower spec PC, exactly the same result, no detection of anything being connected. I can't come to any other conclusion than it is faulty, so how do I get it replaced.

  I haven't even yet managed to get as far as testing the headset on a £500 device, very frustrating and disappointing.

  My DK2, worked perfectly from day one.

  Thanks.

• 
  TrevorJuly 24, 2016 11:42

  PLEASE NOTE THIS IS HAPPENING ON A DESKTOP NOT A LAPTOP, thanks 🙂

• 
  TrevorJuly 25, 2016 09:58

  Any update please? I would really like to know how to get my constellation sensor replaced ASAP?

  ________________________________

  Hi,

  Today I received the recommended Ian 3.0 Pci-e card from Amazon, the Inateck, still nothing happens when I connect the sensor.

  I also tried it in another lower spec PC, exactly the same result, no detection of anything being connected. I can't come to any other conclusion than it is faulty, so how do I get it replaced.

  I haven't even yet managed to get as far as testing the headset on a £500 device, very frustrating and disappointing.

  My DK2, worked perfectly from day one.

  Thanks.

• 
  TrevorJuly 25, 2016 18:08

  Hi, update please. 
  The headset is working perfectly, the constellation not at all. I have installed the suggested usb 3 card and tested on multiple systems. Headset always is detected and works, constellation sensor is never detected in any way and doesn't work.

  I would like to know how to get it replaced asap please?

• 
  TrevorTuesday at 09:08

  Update please?

• 
  MortyTuesday at 23:57

  Hi Trevor,

  I apologize for the delay.

  Thank you for clarifying you have a desktop, you have done some good troubleshooting so far.

  We are looking into other options for you and will get back to you as soon as possible.

  Thank you,

  Morty
  Oculus Support

• 
  TrevorWednesday at 00:27

  Thank you.

  It would be good to get this fixed asap. I skipped the setup and even without the sensor it's so much better than dk2.

• 
  TrevorWednesday at 22:05

  Any update on how I can get my replacement sensor please. Still can't use it properly, little confused what other options there are to look at:) it is broken so I need a replacement somehow.

• 
  TrevorThursday at 19:53

  Guys come on please.

  It's now a week since I logged this call.

  On Friday I said I thought it was faulty, by Sunday it was confirmed 100% a faulty sensor, after I had spent more money to prove it.

  You have been looking in to options for me, there is only one, I need a replacement sensor, if I have to buy it I will, I currently have a £500 paperweight.

  Will somebody please escalate this to whoever can issue or charge me for a new sensor. I've been very patient, IMO. But that is starting to run out.

  Please sort this for me urgently one way or another.

• 
  TrevorFriday at 15:32

  8 days, replacement sensor please?

• 
  TrevorToday at 09:11

  11 days. Please let me know what is going on, this is getting ridiculous.

[TrevorA]

Shame, no response as feared.

So the situation now is;

• After Cyber's input support came back and confirmed it was broken, that I knew 2 weeks ago.  
• They then asked for my shipping address and serial number so they could send me a replacement, saying they would ship as soon as I gave them that. (no talk of returning the old one)
• I did that the same day, then maybe a little stupidly, but interested by nature, I disassembled the sensor, which was pretty easy, and tried a different USB 3 cable, thinking it was probably that, but it wasn't no change at all.
• Then the next day I got a request for the serial number of the sensor itself and saying they now wanted it back to inspect it.
• I gave that almost immediately and mentioned that I had tried the replacement cable and half jokingly said I would pay for the replacement  if I needed to.
• They replied very quickly saying I had vided my warranty and they had closed the case and couldn't sell me a new one as there was no facility to.
• I replied, very angrily pointing out that if I had tripped over it (or maybe your dog chewed the lead or...... you get my point, playing in VR with cables all over and the potential to damage the sensor is highly likely to get damaged at some point)
• They confirmed back that ANY damage to the sensor will void warranty and they will not replace the sensor.  

To me that makes the product absolutely not worth purchasing, and means any resale value is close to zero.  Absolutely appalling customer service and support.  I am genuinely shocked.

I feel very strongly about this, so strongly that I now own oculscv1.co which will be going live this afternoon with just the FACTS of this support conversation.  As well as copy and pasting the full support conversation on gaming and tech and VR forums.

What a bunch of ******

[PravusJSB]

Aye 😞 They've had my rift 5 days and I've heard nothing from them. I'll now fight them for a refund. I considered last night emailing a few of the big media players in the UK with a story and I think that I'll do that on the train home tonight. They're blatantly breaking laws here, and the whole thing is interesting from a bad press POV so I'm sure one of them will run with it...

[TrevorA]

Yes exactly what I'll be doing, and selling the piece of junk CV1 headset I now have.  Really wish I hadn't sold on my DK2 now, only posted it yesterday 😞 

[TrevorA]

Well, I've put the whole thing online now, 
http://oculuscv1.co
Now to get round the forums I'm a member of.  Just sticking to the facts, no need to embellish it.

[PravusJSB]

I'm going to write to some technology journalists this afternoon and I'll reference your site.

[TrevorA]

PravusJSB said:

I'm going to write to some technology journalists this afternoon and I'll reference your site.

Excellent, thanks.

[blanes]

Maybe the sensor can still be repaired ?  I know you meant well Trevor but pulling the sensor apart seems to have irked them.   Since the dawn of time it has always been the case that opening an electronic item of any type instantly voids the warranty.  Their hard headed narrow minded interpretation is extremely disappointing though and your problem was being too honest.  The irony is it is probably some 50 cent ic that popped due to static or something.

[JaimieVandenber]

I sympathise hugely, right up until you opened up the sensor. That was a terrible move and you shot yourself right in the foot there. You just don't do that when you're working a warranty issue.

[TrevorA]

You're both right, however they had already said they were shipping me a replacement and no hint of asking for it back.  And fair enough, but I have offered to buy a replacement!  It is against consumer law not to offer repairs and spares on equipment sold as well.

Whenever something like that happens with Amazon, if they don't ask for it back straight away they ask me to dispose of it for them.  It's very weird how it doesn't even get seen as a faulty USB device though.

And anyway, as you will see from my web page and comments, I'm not doing anything other than state the true facts of the case for people to see before they decide whether they want to buy in to this company and its business practices.  It would certainly put me off, I can't believe for 1 second there aren't already people who have accidentally damaged their sensors.

[JaimieVandenber]

I still sympathise hugely, and I wrote the comment above badly. What I mean is "Go for it, good luck, *wince* at the bad disassembly decision, but I hope it ends up ok in the end"