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Extremely low support experience

Honored Guest

Almost 4 weeks ago I've opened a support case reagarding a hardware issue on my brand new Oculus Quest 2.

For all this time support have been totally slow in responding, however a week ago they have provided return labels for the device. So I've printed the labels, packed my Quest 2 and went to DHL to send the device back. But DHL said that labels are invalid. So I wrote back to the support and for almost a week they are ignoring my emails.

Did anyone have similar problems with the labels ? The quality of support is way far from "good" tbh.. any ways to escalate such bad ticket handling ?


Community Manager
Community Manager

Hey, we apologize for the delay in our response. We're experiencing higher than normal ticket volumes and it's affected our turnaround time quite a bit. Based on the description of your case so far, we're most likely looking further into what has resulted in your labels being rejected, and what we need to do to ensure you can return your device without further issue. We know that the wait is frustrating, but we'll be back in touch with you again soon. Please make sure to keep an eye out on both your inbox as well as the Junk and Spam folders for our next response.

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

Honored Guest

Replying every fourth day after my update, this way we can exchange emails forever 😕
Anyway I've already provided an update in the ticket, but this really gave me a headache so I post it here as well. In the instructions you've sent me I'm requested to drop off the parcel at local DHL. However this is not correct, it needs to be returned to DHL Express which is a different company.  Then basically I can just fill in an online form and courier will come to my place, so no need to go anywhere.

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