I feel you on this Woolverine! I hate regretting buying things that showed so much promise only to be let down by the manufacturer that doesn't stand by its product. At least you got lucky enough to get a reply on this platform. However, I will take notice of the actions you proposed taking yourself with the attorney general and BBB. I'm also looking into filing a case in small claims (I actually got injured when the elite head strap broke and slashed my ear). Good luck to you!
(My ticket: 2181136)
Well to give you all an update. I am still trying to get the issue resolved with Oculus. I finally got a customer care rep that cared about good customer service. Her name was Jennifer. She acted on it very quickly and set everything up to do a return. Since I purchased a new one from Best Buy she agreed to do the refund as requested. I received the label and sent the Oculus Quest 2 in that very day. That's when things went bad again. They received the unit but still haven't issued the refund. When I reached back out to the awesome customer care rep, Jennifer, I didn't receive a reply for over a week. When I did it was now a different customer care rep again, who is asking for us to validate ourselves all over again by providing all the information we have provided numerous times on numerous ticket responses. I don't get it. They can't look through the ticket and see all the information? We are emailing from the same email address. This has been an absolute nightmare. We are proceeding with filing complaints with our Attorney General for consumer protection, the Better Business Bureau and doing a chargeback on our credit card. This has become beyond ridiculous. I don't understand how a company can even legally function like this. Unbelievable.
Oh man do I feel you on this; I'm going through this exact same thing with their customer service; my left controller died at the beginning of last month, let them know immediately, and since then have been going back and forth, getting the same email from them 3 times in a row asking me to troubleshoot a completely dead controller, then for contact info, then for my phone number because they forgot to ask for it, now I haven't heard from them in almost 2 weeks and still waiting, after the rep told me to give them 36-48 hours. I had my Elite Headstrap crack back in December and the ticket is still not resolved. I was dealing with a person and got to the point where they asked me for photos. Provided photos and all of the information they requested then they proceeded to ghost me for 2 months. Finally, out of the blue, someone else messaged me asking for everything all over again from the start! I'm so done with this! I absolutely cannot longer this product to anyone and will actively persuade people away from this horrendous platform. As soon as something goes wrong you're left up a creek without a paddle for sure. I agree, I have no idea how they are legally allowed to operate in this way. They have your money already so obviously they don't care. So upsetting because it seemed so promising until Facebook got involved.
Anyone that is trying to get an elite strap replacement should probably get ready for a class-action lawsuit. I am right there with you. The customer service team is totally unhelpful... Telling me to just keep checking my email and wait to hear something. This is bologna! This is the transcript from my latest chat:
***Rubixcubed77 joined the chat ***
RubixCubed77: Following up on Ticket 2438413/2429294.
*** Catherine joined the chat ***
Catherine: Hello Joel. Welcome to Oculus Support.
Catherine: I understand you wanted some updates with tickets 2438413/2429294, am I right?
RubixCubed77: Correct, I still have not received my return shipping label.
Catherine: No worries, let me check this for you.
Catherine: Your reference ticket number for this chat is #2453332.
Catherine: To proceed, 2438413 is about your elite strap with battery which is broken and you asked for replacement last March 8, 2021, am I right?
RubixCubed77: That is correct.
Catherine: And 2429294 was already merged to 2438413 due to same issue.
Catherine: Let me inform you, that the agent who assisted you was able to raise the request. it's just that the request is still in queue and what I would suggest is for you to keep an eye via email for updates.
Catherine: As much as I want to, us, chat agents are limited of access with regards to returns and this is being handled by the specialized team.
Catherine: But one thing is for sure, your request will be taken care of by the higher level.
RubixCubed77: Genella told me that I should have received it within 3 business days, is that still the target timeframe?
RubixCubed77: Sorry, are we still connected?
Catherine: I can only imagine the inconvenience this has caused you, when it comes to timeframe, we provide this for every customer whenever we raise the ticket.
Catherine: Yes, I'm still here and I know this may not be the answer you are looking for, but we appreciate your understanding.
Catherine: What I can do here on my end is to add this chat request you had today wherein you are already expecting for the return label due to 3-5 business days timeframe had reached.
RubixCubed77: Okay, so I was told by Genella to reach back out if I did not hear back or receive anything in 3 business days (which is today). When should I reach back out if I do not hear anything?
RubixCubed77: Also, is there a way to contact the specialized team directly?
Catherine: With regards to our timeframe, it will still depend on the said pick up from the next level team.
Catherine: While for the communication with Oculus specifically, we can only be contacted thru email and chat.
Catherine: I do feel you, Joel.
Catherine: For this chat conversation, it will be kept with regards to your current situation and kept in the history to improve our service.
RubixCubed77: I appreciate that it is not directly your fault, but it does little to make feel better since I have spent $130+ on an accessory for a $400 product that broke in less than 2 months and can't tell me when I can send it back to get a new one is totally unacceptable.
Catherine: For the said inconvenience, I would like to give my apologies. I here on my end may not be in control with the current status of the ticket, but come what may. Once the ticket is owned and the return label is sent, I do hope for the return and replacement to go through smoothly, Joel.
RubixCubed77: Thanks. So what is your direction on how long I should wait if I have not received the label to reach back out to the support team?
Catherine: Due to setting a specific date may not be the best option, I would suggest to keep an eye thru your email.
Catherine: Because, this process is no longer in our control for we can only raise the request but not expedite the responses.
RubixCubed77: Okay. Thanks for your time.
Catherine: My pleasure, is there anything else I can help you with?
RubixCubed77: No thank you.
Catherine: Thanks for chatting with Oculus Support.
Catherine: Be safe always.
***Rubixcubed77 left the chat ***
How do we drive this to resolution?!?!?
Well we finally got a refund from oculus after having to provide all the information in proof of delivery again. Worst customer experience I have ever had in my entire life. I am convinced Facebook/oculus makes it as difficult as possible in hopes that people will give up and stop trying. I will never buy another product directly from oculus. If I ever by any of their products it will be through a retailer with a protection plan. I never want to go through this nightmare again with anybody. I can't wait for the day when somebody else comes out with better technology, product and customer care. I will be one of the first consumers to say adios.