Frustrating Customer Service :(

[DirectJAB1]

I've had my device for under a week. For the first 4 days, I loved everything. Then I ran into a technical issue not allowing me to cast to my PC for guests and streaming. I've been troubleshooting for the past two days with 6 different representatives who are often asking me to repeat steps I've completed previously in the email thread. It feels like I clarify the situation to one representative, then they get replaced by someone else who clearly hasn't reviewed the situation and previous emails. 

After the 5th representative told me they would replace my headset, a 6th representative told me it would be escalated and I have to wait for a 7th representative to review and try to find a resolution but they said I would immediately receive a ticket number and information about my case. It has now been 14 hours with no further information.

This has been one of the most frustrating customer experiences I've had and has me debating whether I should return my device and try to refund my games before it's too late :(. 2 of the 6 days I've owned the device has been frustrating troubleshooting with 6 different representatives now. The other 4 days I greatly enjoyed the device and even preordered and purchased many games with anticipation to use this a lot. Even if there is a resolution to this problem, if this is what to expect from customer service with technical issues, I'm really not sure if I should continue with this product.

[Das.Bearski]

What method of casting are you using?

Chromecast or oculus.com/casting?

[DirectJAB1]

I was casting directly through the wifi using metalink and suddenly my PC stopped showing up as an option. When I would try to cast from the app on my PC it would load forever and tell me the "Taking longer than usual, try to restart" and never work. I've since restarted every device I own, signed into my modem to make sure all of the settings were correct for this and I factory reset my headset before contacting. After that we tried repairing the app and uninstalling/re-installing, I tried using a link cable to cast to my PC (didn't show as option) and tried other devices. I removed the headset and added it back to the app, which took an extremely long time to pair after multiple attempts and restarts. Now the cast option on the app doesn't show up at all. When I try the oculus.com/casting option, my PC still doesn't show up as an option. I've tried disconnection from ethernet and using the wifi on the same HZ channel and that doesn't work either. I finally did a full restore on my PC to a time where it worked a few days ago to make sure a setting didn't change or an update didn't effect it and still the same issue. I've also stopped all firewalls and anti-viruses on my PC to make sure they didn't have an effect. 

Thank you for asking, if you have any recommendations, that would be wonderful.

Added: Also, the weird part is metalink works perfectly fine for a virtual desktop. I can still connect to my PC through the headset and use it. I just can't cast through any option, which worked perfectly fine a couple days ago.

[Das.Bearski]

Sidequest has a really awesome screen share option. I'd recommend that for a direct casting over wifi method.

Its really odd how you are unable to cast to oculus.com/casting then going to the site on chrome, entering your credentials and that it refuses to initiate.

Are you looking for your PC name specifically? Could you be logged in as another user on the site? Have you tried incognito?

Any chance for a screenshot?

[DirectJAB1]

Thanks again for the help, I'll look into Sidequest, I haven't heard of that.

I go to the site in chrome, sign in and get here:

I've tried to also put on screenshot of my view in the headset but its telling me "invalid HTML" but when I go to "cast" it gives me the options of oculus.com/casting and metalink. No PC option. When I click the oculus.com option it just gives me directions to go to the web site, like I'm not there already. I've confirmed it is 100% the correct account (only one I have) and tried signing out and back in on both devices.

Added: View from headset. This is all I have seen when I go into "cast" for the past 2 days.

[Das.Bearski · Accepted solution]

Refresh the page for oculus.com/casting after initiating the cast in the headset. 

Don't take the headset off.

[DirectJAB1]

OMG I swear I tried that multiple times in the past 2 days but its working... I'm still not sure why I haven't been able to use the app for it like before but that certainly is a workaround.

Thank you so much for your time, I really appreciate it! 

[Das.Bearski]

No worries, happy to have helped.